Senior Remote Customer Experience Coordinator & Client Success Lead – Strategic Data‑Driven CX Innovation, Global Brand Excellence, and Unparalleled Client Delight at brighthush

Welcome to brighthush – Where Customer Journeys Become Legendary

At brighthush, we don’t merely manage customer interactions; we sculpt unforgettable experiences that transform first‑time users into lifelong brand ambassadors. Our remote‑first, globally distributed team blends cutting‑edge technology, AI‑powered support tools, and omnichannel engagement frameworks to deliver moments that resonate, delight, and convert. If you thrive on turning everyday service into extraordinary stories, you’ll find a home here.

About brighthush

Founded in 2018, brighthush evolved from a boutique agency into a global CX powerhouse, serving Fortune 500 brands, fast‑growth startups, and everything in between. Our mission is simple: to elevate customer experience to an art form that drives measurable business outcomes. We achieve this by blending data science, human empathy, and technology to design journeys that feel personal, purposeful, and predictive.

Our portfolio spans industries from fintech and e‑commerce to health tech and media, each project guided by the same principles: listen deeply, act swiftly, and iterate relentlessly. We’re proud of our track record of boosting NPS scores by double digits, reducing churn, and turning customer feedback into product innovation.

In addition to our client work, brighthush is a thought leader in the CX community. We publish research, host webinars, and contribute to industry standards, ensuring that our team stays at the forefront of emerging trends and best practices.

Why brighthush Is the Ideal Stage for Your CX Career

We’re a remote‑first organization that blends flexibility with high impact. When you join brighthush, you’ll:

• Collaborate with industry pioneers who are shaping the future of customer experience.
• Influence product strategy through real‑world feedback loops and data‑driven insights.
• Enjoy a flexible schedule that supports your personal and professional priorities.
• Access continuous learning opportunities – from internal workshops to global conferences.
• Be part of a community that celebrates diversity, equity, and inclusion at every level.
• Work with a tech stack that includes a leading CRM platform, a versatile communication suite, and advanced analytics tools.
• Benefit from a culture that rewards curiosity, experimentation, and ownership.
• Receive mentorship from senior leaders who champion your growth and provide strategic guidance.

Role Overview: Senior Remote Customer Experience Coordinator & Client Success Lead

As the heartbeat of our client journey, you’ll orchestrate seamless interactions across every touchpoint, ensuring that each client feels heard, valued, and empowered. This role is perfect for professionals who thrive in fast‑paced, remote settings and are passionate about turning everyday service into extraordinary experiences.

Key Responsibilities

• Client Communication & Relationship Building: Serve as the primary liaison for all client inquiries, delivering timely, accurate, and empathetic responses via phone, email, chat, and video calls.
• Service Coordination & Project Management: Oversee scheduling of onboarding sessions, product demos, and support escalations; coordinate cross‑functional teams to ensure flawless delivery.
• CRM & Data Stewardship: Maintain meticulous records of every interaction, update service tickets, and track follow‑ups in our CRM, ensuring data integrity and accessibility.
• Issue Diagnosis & Resolution: Quickly identify root causes of client concerns, implement effective solutions, and, when necessary, elevate issues to specialized teams while maintaining transparency.
• Process Optimization: Analyze workflow bottlenecks, propose data‑driven improvements, and champion best practices that elevate service quality and efficiency.
• Performance Analytics: Monitor key metrics—first‑contact resolution, average handle time, CSAT, NPS—and generate actionable insights for leadership.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to align client expectations with product capabilities and roadmap priorities.
• Continuous Learning & Thought Leadership: Stay abreast of industry trends, emerging technologies, and evolving customer expectations; share knowledge through internal knowledge bases and community forums.
• Team Mentorship: Guide junior coordinators, share best practices, and foster a culture of continuous improvement.
• Voice of the Customer Champion: Translate client feedback into actionable product and process enhancements, ensuring that the customer perspective remains central to our strategy.
• Compliance & Quality Assurance: Ensure all interactions meet brand guidelines, regulatory requirements, and quality standards.
• Innovation Advocacy: Experiment with new tools, scripts, and workflows to improve efficiency and client satisfaction.

Essential Qualifications

• Minimum 3 years of experience in customer support, client success, or account management roles.
• Proven track record of managing complex client relationships and driving customer satisfaction metrics.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms and collaboration tools.
• Experience in remote work environments and self‑management of priorities.
• Demonstrated ability to work cross‑functionally and influence stakeholders at all levels.
• High emotional intelligence and a genuine passion for customer advocacy.

Preferred Qualifications

• Experience in the AI‑driven support space.
• Knowledge of customer journey mapping and CX frameworks.
• Background in data visualization tools.
• Experience leading or mentoring a small team.
• Familiarity with agile methodologies and cross‑functional project coordination.
• Certifications in CX, Service Design, or related disciplines.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client needs and a passion for delivering delight.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Project Management: Strong organizational skills and the capacity to juggle multiple priorities.
• Data‑Driven Decision Making: Comfortable working with metrics and turning insights into action.
• Collaboration: Proven ability to work seamlessly with cross‑functional teams.
• Adaptability: Thrives in a fast‑moving, evolving environment.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Tech Savviness: Quick to adopt new tools and platforms.
• Leadership: Ability to mentor, inspire, and lead by example.
• Strategic Thinking: Aligns day‑to‑day actions with long‑term business goals.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Access to internal training programs covering advanced CX strategies, product deep dives, and leadership development.
• Annual budget for external certifications, industry conferences, and workshops.
• Clear career ladder: from Senior Coordinator to CX Lead, Director of Client Success, or Head of Customer Experience.
• Mentorship from senior leaders who champion your growth and provide strategic guidance.
• Opportunity to influence product roadmap and company strategy through your frontline insights.
• Regular hackathons and innovation sprints that allow you to experiment with new ideas.
• Cross‑departmental rotation programs to broaden your skill set and network.

Work Environment & Culture at brighthush

brighthush is a remote‑first, inclusive organization that values autonomy, collaboration, and continuous improvement. Our culture is built on:

• Flexibility: Choose your own hours and work from anywhere in the world.
• Community: Regular virtual coffee chats, hackathons, and team‑building events.
• Innovation: A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Diversity & Inclusion: A commitment to creating a workplace where every voice is heard and valued.
• Recognition: Celebrating achievements through peer shout‑outs, spot bonuses, and milestone celebrations.
• Well‑being: Wellness stipend, mental health resources, and flexible time off.
• Professional Growth: Continuous learning, mentorship, and clear career pathways.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for senior CX roles.
• Performance‑based bonuses tied to client satisfaction metrics and team goals.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off (PTO) to support work‑life balance.
• Remote work stipend to cover home office setup and internet costs.
• Annual learning budget for courses, certifications, and conferences.
• Wellness programs, including gym memberships, meditation apps, and mental health support.
• Regular team retreats and virtual social events to foster connection.

Ready to Join the brighthush Revolution?

If you’re a customer‑obsessed, data‑driven professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your passion for delight, your knack for turning insights into action, and your desire to shape the future of customer experience. Apply today and help us turn every interaction into a legendary story.