Senior Remote Customer Experience Specialist – High‑Volume, Multi‑Brand Retail Support & Upselling Champion

About brighthush

brighthush is not just a company; it’s a movement that’s reshaping the way people shop, discover, and connect with products in the digital age. As a global leader in live social commerce, we fuse the immediacy of live video with the convenience of e‑commerce, creating immersive shopping experiences that feel like a personal storefront on every screen. From the latest home décor trends to cutting‑edge apparel, our portfolio of iconic brands spans lifestyle, fashion, and beyond, delivering unforgettable moments to millions of shoppers worldwide across smartphones, tablets, laptops, and TVs.

Our mission is simple yet powerful: turn every screen into a doorway to discovery, delight, and community. We do this by combining data‑driven insights, creative storytelling, and a relentless focus on customer experience. If you’re passionate about technology, retail, and building lasting relationships, brighthush offers a platform where your impact is felt in real‑time, across borders, and at scale.

Why Join brighthush?

At brighthush, we believe that exceptional customer experiences are the cornerstone of lasting relationships. As a Senior Remote Customer Experience Specialist, you will be the frontline ambassador who transforms inquiries into opportunities, turning first‑time shoppers into loyal advocates. You’ll work from the comfort of your own home, yet you’ll be part of a dynamic, fast‑moving team that thrives on creativity, collaboration, and continuous improvement. Your voice will shape the future of social commerce, and your ideas will influence product strategy, marketing campaigns, and operational excellence.

Key Responsibilities

• Handle High‑Volume Inbound Calls, Chats, and Emails: Respond to a steady stream of customer inquiries across multiple channels, ensuring each interaction is timely, accurate, and personalized.
• Order & Account Management: Assist customers with order placement, tracking, cancellations, refunds, and account updates while maintaining data integrity and adhering to brand policies.
• Product Promotion & Upselling: Leverage deep product knowledge to recommend complementary items and special offers, driving sales growth across our diverse brand portfolio.
• Problem Solving & Escalation: Diagnose and resolve customer issues, de‑escalate challenging situations, and collaborate with cross‑functional teams (IT, Fulfillment, Finance) when necessary.
• System Navigation & Data Entry: Operate multiple web‑based platforms and CRM tools simultaneously, ensuring accurate data entry and real‑time updates.
• Continuous Improvement: Participate in quality assurance reviews, share feedback on process enhancements, and contribute to knowledge base updates.
• Compliance & Security: Adhere to data privacy regulations, brand guidelines, and internal policies to protect customer information.
• Mentorship & Leadership: Coach and mentor new hires, share best practices, and help build a culture of excellence within the remote team.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 2 years of customer service experience in a high‑volume, call‑center environment.
• Strong verbal and written communication skills in English, with a friendly and professional tone.
• Proficiency with Windows operating systems (Windows 10 or newer) and Microsoft Office Suite.
• Reliable high‑speed internet connection and a dedicated workspace free from distractions.
• Ability to work a flexible schedule, including weekends, holidays, and occasional overtime.
• Comfortable troubleshooting basic technical issues and collaborating with IT support.
• Residing in Indiana and within the Eastern Time Zone.

Preferred Qualifications

• Experience in retail, e‑commerce, or live streaming commerce environments.
• Knowledge of multiple brand portfolios and cross‑selling techniques.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce).
• Strong analytical skills and the ability to interpret customer data to improve service quality.
• Previous remote work experience and self‑management of a home office setup.
• Experience with live video platforms or social media commerce tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new products and processes.
• Problem‑Solving: Identify root causes, propose solutions, and follow through to resolution.
• Time Management: Prioritize tasks, manage call queues, and meet performance metrics.
• Team Collaboration: Work effectively with peers, supervisors, and cross‑functional teams.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic issues.
• Data‑Driven Decision Making: Use analytics to identify trends, forecast demand, and recommend improvements.
• Communication & Presentation: Articulate complex information clearly to customers and internal stakeholders.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development from day one. Our comprehensive onboarding program, ongoing training modules, and mentorship initiatives equip you with the skills needed to advance within the organization. Potential career paths include:

• Senior Customer Service Representative: Lead and mentor junior agents, driving team performance and service quality.
• Team Lead / Supervisor: Oversee daily operations, coaching, and performance management, while shaping team culture.
• Operations Analyst: Analyze customer data to identify process improvements, optimize workflows, and support data‑driven decision making.
• Product Specialist: Deepen product knowledge and influence merchandising decisions, marketing campaigns, and cross‑sell strategies.
• Cross‑Functional Projects: Join initiatives in Marketing, Fulfillment, or IT to broaden your skill set and gain exposure to new areas.

We also offer tuition reimbursement, access to industry conferences, and a robust learning portal featuring courses in customer experience, data analytics, leadership, and emerging technologies. Whether you aspire to become a subject matter expert, a team leader, or a strategic thinker, brighthush provides the resources and support to help you achieve your goals.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, belonging, and continuous innovation. Our remote teams collaborate through real‑time communication tools, weekly town halls, and virtual coffee breaks. We celebrate diversity, encourage open dialogue, and empower employees to bring their authentic selves to work. Key cultural pillars include:

• Drive Progress: Set ambitious goals and pursue them with determination.
• Act With Empathy: Understand customer and colleague perspectives to create meaningful solutions.
• Be Brave: Challenge the status quo and embrace calculated risk.
• Embrace the Future: Stay ahead of industry trends and adopt emerging technologies.
• Do What’s Right: Uphold integrity, transparency, and ethical standards.

Our remote-first approach means you can work from anywhere within the Eastern Time Zone, with flexible scheduling that respects your personal commitments. We provide the tools, technology, and support you need to thrive in a distributed environment, while maintaining a strong sense of community and belonging.

Compensation & Benefits

Competitive hourly rate starting at $15.00, with shift differentials for weekend and holiday coverage. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance starting on day one.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, personal days).
• Tuition reimbursement program.
• Employee Assistance Program (EAP) for mental health support.
• Parental leave and flexible family care options.
• Paid volunteer hours and community engagement initiatives.
• Exclusive discounts on brighthush products and partner offers.
• Annual performance bonuses and recognition programs.

We also provide a stipend for home office equipment, a monthly allowance for internet and phone usage, and quarterly wellness incentives to keep you energized and focused.

Training & Onboarding

New hires begin with a six‑week, fully paid training program designed to immerse you in brighthush’s brand philosophy, customer service standards, and technical tools. Training includes:

• Live virtual sessions with experienced mentors.
• Interactive e‑learning modules covering product catalogs, order processes, and compliance.
• Shadowing opportunities with senior agents to observe best practices.
• Performance assessments and feedback loops to track progress.
• Peer‑to‑peer learning circles to foster collaboration and knowledge sharing.

Upon successful completion, you’ll transition into a full‑time role with a structured schedule that includes one weekend day and one weekday off, ensuring a healthy work‑life balance while maintaining high service levels.

Application Process

Our candidate‑led process is designed for transparency and efficiency:

1. Complete Application: Submit your resume and cover letter through our online portal.
2. Skills Assessment: Complete a brief evaluation on a mobile device or computer to demonstrate your communication and problem‑solving skills.
3. Schedule Interview: Choose a convenient time for a virtual interview with our Talent Acquisition team.
4. Interview: Discuss your experience, motivations, and fit with brighthush’s culture.
5. Offer & Onboarding: Receive a formal offer, followed by a structured onboarding plan.

All communications will be sent to the email address you provide. Please note that remote work is not permitted in NYC at this time.

Ready to Make an Impact?

If you thrive in a fast‑paced, customer‑centric environment and are excited about retail, media, live streaming, and technology, brighthush offers the platform to grow, learn, and succeed. Join us and help shape the future of social commerce while enjoying a supportive, inclusive, and rewarding career. Apply today and become a vital part of the brighthush family—where every interaction matters and every screen is an opportunity.