Senior Remote Customer Experience Champion – Ontario‑Based Customer Service Representative – Leading Satisfaction, Loyalty, and Growth Initiatives at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we are redefining the way brands connect with their audiences. By blending cutting‑edge artificial‑intelligence tools with a deeply human‑centric philosophy, we empower companies worldwide to deliver seamless, personalized experiences that turn first‑time buyers into lifelong advocates. Whether you are a seasoned customer‑service veteran or a recent graduate eager to launch a career, brighthush offers a remote‑first environment where your voice is heard, your ideas shape products, and your growth is accelerated.

About the Role

As a Senior Remote Customer Experience Champion, you will be the frontline advocate for our clients’ satisfaction. You will translate complex data into actionable insights, deliver memorable moments that drive loyalty, and help shape the future of customer‑experience strategy across multiple channels. Your day will be dynamic, collaborative, and deeply rewarding, as you work with cross‑functional teams to continuously improve the customer journey.

Key Responsibilities

• Customer Interaction Excellence – Handle inbound calls, chats, and emails related to billing, payments, service upgrades, and promotional offers with empathy, clarity, and speed.
• Consultative Problem Solving – Actively listen to uncover customer needs, provide tailored solutions or product recommendations, and own the issue until resolution.
• Multi‑System Proficiency – Navigate CRM, knowledge bases, ticketing systems, and internal tools to research and resolve inquiries efficiently.
• Accurate Documentation – Record every interaction in the ticketing system, including escalation when real‑time resolution isn’t possible, ensuring data integrity for future analysis.
• Continuous Improvement – Participate in regular one‑on‑one coaching sessions, share insights with peers, and suggest process improvements that enhance the customer experience.
• Team Collaboration – Work closely with billing, product, and technical support teams to resolve complex issues and provide feedback on product usability.
• Performance Excellence – Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Mentorship & Leadership – Mentor junior team members, share best practices, and contribute to the development of training materials.

Essential Qualifications

• Minimum 6 months of customer service experience, preferably in a call center or technical support environment.
• Strong problem‑solving skills with a track record of owning the resolution process.
• Excellent verbal and written English communication; proficiency in additional languages is a plus.
• Comfortable using multiple monitors and navigating complex software interfaces.
• Results‑oriented mindset with a passion for delivering recommendations that add value.
• Reliable, self‑motivated, and able to thrive in a remote setting with a dedicated workspace and hard‑wired internet connection.
• Legal eligibility to work in Canada and a minimum age of 18.

Preferred Qualifications

• Experience with AI‑driven customer support tools or CRM platforms such as brighthush.
• Knowledge of billing processes, payment gateways, and subscription management.
• Prior exposure to coaching or mentoring roles within a customer service team.
• Familiarity with data privacy regulations (e.g., GDPR, PIPEDA) and best practices for secure information handling.

Core Competencies & Soft Skills

• Emotional Intelligence – Ability to read customer cues and respond with empathy and confidence.
• Active Listening – Focused attention to detail, ensuring no customer concern is overlooked.
• Technical Aptitude – Quick learner of new software, troubleshooting tools, and industry terminology.
• Time Management – Efficiently juggling multiple tasks while maintaining high quality.
• Adaptability – Comfortable with evolving processes, shifting priorities, and continuous improvement.
• Collaboration – Working seamlessly with cross‑functional teams, from billing to product specialists.

Career Path & Development Opportunities

At brighthush, we believe in nurturing talent from the ground up. Your journey could include:

• Progression to Senior Customer Service Representative or Team Lead roles.
• Transition into specialized tracks such as Technical Support, Billing Analyst, or Customer Success Manager.
• Access to internal training programs, certifications, and mentorship from industry experts.
• Opportunities to contribute to product development, process improvement, and AI strategy initiatives.
• Leadership development workshops that prepare you for future managerial responsibilities.
• Annual performance reviews that align your career goals with the company’s growth trajectory.

Work Environment & Culture at brighthush

Working remotely from Ontario, you’ll enjoy the flexibility to design a workspace that suits you. Our culture is built on:

• Transparent communication: weekly town halls, open forums, and real‑time feedback loops.
• Community: virtual coffee breaks, wellness challenges, and monthly team celebrations.
• Innovation: a sandbox for experimenting with new tools, scripts, and customer engagement tactics.
• Recognition: performance awards, spot bonuses, and public shout‑outs for outstanding service.
• Work‑life balance: flexible scheduling, generous paid time off, and support for mental health.
• Remote‑first mindset: we provide a home‑office stipend, ergonomic equipment, and IT support to ensure you’re set up for success.

Compensation & Benefits Overview

• Competitive hourly rate: $19.35 / hour during training, increasing to $21.12 / hour upon completion.
• Performance‑based incentives and overtime opportunities.
• Health, dental, and vision coverage (where applicable).
• Employee assistance program for mental health and well‑being.
• Flexible scheduling options to accommodate personal commitments.
• Generous paid time off and holiday schedule aligned with Canadian public holidays.
• Referral bonus program rewarding you for bringing talented friends into the team.
• Home‑office stipend and IT support to create a productive remote workspace.
• Access to wellness programs, including virtual fitness classes and mindfulness sessions.

Commitment to Inclusion & Accessibility

We are committed to providing an inclusive, barrier‑free work environment. If you require accommodations during the hiring process, please let us know. All information will be handled confidentially and in accordance with privacy laws. Applicants will be required to complete pre‑employment tests and an interview. brighthush may use AI‑assisted tools to screen applications, ensuring fairness and consistency. Human decision‑makers review all automated results. If you wish to request a human‑only review, please contact our recruitment team.

How to Apply

Ready to make a difference from the comfort of your home? Click the link below to submit your application and join the brighthush family.

Apply to This Job

Join brighthush Today

At brighthush, your role is more than a job—it’s a chance to shape the future of customer experience, build lasting relationships, and grow both personally and professionally. If you’re compassionate, energetic, and ready to make a real impact, we want to hear from you.

Apply now and become the voice that turns everyday interactions into memorable moments.

Apply for this job