Senior Remote Customer Experience Specialist – KPI & SLA Champion, Advanced CRM Mastery, 2‑4 Years Proven Success at brighthush – Driving Global Customer Delight & Data‑Driven Innovation

Welcome to brighthush – Pioneering the Future of Customer Experience

At brighthush, we don’t just solve customer problems; we craft unforgettable brand‑customer journeys that resonate across continents. Our mission is to fuse cutting‑edge technology, data‑driven insights, and a human‑first philosophy to empower e‑commerce, fintech, gaming, and digital media partners. Every interaction you facilitate becomes a loyalty‑building moment that elevates the brand’s reputation and drives sustainable growth. As a global leader in customer experience innovation, brighthush is redefining what it means to be a customer‑centric organization.

Why This Role Will Propel Your Career Forward

We’re looking for a seasoned Senior Remote Customer Experience Specialist who thrives in a fast‑paced, metrics‑driven environment. In this role, you’ll be the frontline ambassador for brighthush, ensuring every customer touchpoint meets our rigorous standards for quality, speed, and satisfaction. If you’re passionate about turning challenges into opportunities and eager to influence global customer experience strategies, this position offers both reward and challenge.

What Makes This Opportunity Stand Out?

• Impact at Scale: Your work will directly influence customer satisfaction scores, retention rates, and brand perception across multiple markets.
• Data‑Driven Decision Making: You’ll have access to real‑time dashboards and analytics that empower you to make informed decisions and drive continuous improvement.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant, inclusive community of professionals who share your passion for customer success.
• Career Acceleration: Clear pathways to leadership roles, specialized product support, and cross‑functional projects.
• Innovative Tools: Leverage the latest CRM, AI‑powered chatbots, and omnichannel platforms that set industry standards.
• Global Exposure: Collaborate with teams across North America, EMEA, and APAC, gaining a truly international perspective.

Role Overview

As a Senior Remote Customer Experience Specialist at brighthush, you will be the guardian of our customer experience standards. You’ll manage a high volume of inbound and outbound interactions, ensuring every customer feels heard, valued, and supported. Your expertise in KPIs, SLAs, and CRM systems will drive operational excellence and elevate our service quality across all channels.

Key Responsibilities

• Deliver Exceptional Service: Handle inbound and outbound customer interactions via phone, chat, and email, maintaining a professional and friendly tone at all times.
• Manage KPIs & SLAs: Track and analyze key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores. Ensure adherence to service level agreements and proactively address any deviations.
• Leverage CRM Systems: Utilize our CRM platform (brighthush) to log interactions, update customer records, and pull data for reporting. Your proficiency will help keep our database accurate and actionable.
• Collaborate Across Teams: Work closely with Sales, Technical Support, and Product teams to resolve escalated issues and share customer insights that drive product improvements.
• Continuous Improvement: Participate in regular training sessions, share best practices, and contribute to process enhancements that improve efficiency and customer experience.
• Adhere to Compliance Standards: Follow all company policies, data privacy regulations, and industry guidelines to protect customer information.
• Support Lottery Operations (Optional): If you have experience in lottery or gaming environments, you’ll be able to assist with specialized customer queries and compliance checks.
• Mentor Junior Team Members: Share your expertise with new hires, helping them ramp up quickly and maintain high service standards.
• Participate in Innovation Projects: Contribute to pilot programs that test new customer engagement tools and strategies.

Essential Qualifications

• 2–4 years of proven customer service or call center experience, preferably in a remote setting.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM tools (brighthush) and a knack for data entry and reporting.
• Experience managing KPIs and meeting or exceeding SLA targets.
• Excellent typing speed (minimum 45 WPM) and computer literacy.
• Self‑motivated, organized, and able to work independently while staying aligned with team goals.
• Reliable high‑speed internet connection and a quiet workspace suitable for remote work.
• Basic understanding of data privacy laws such as GDPR or CCPA.

Preferred Qualifications

• Background in the lottery, gaming, or regulated financial services sector.
• Experience with multi‑channel support (social media, SMS, live chat).
• Knowledge of data privacy laws such as GDPR or CCPA.
• Previous exposure to performance dashboards and analytics tools.
• Certifications in customer experience (e.g., CX, CSAT) or call center operations.
• Experience with AI‑driven customer support solutions.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong analytical mindset with the ability to interpret data and translate insights into action.
• Proficiency in CRM systems, especially brighthush, and related reporting tools.
• Time‑management and organizational skills to handle multiple priorities.
• Adaptability to changing processes, technologies, and customer expectations.
• Problem‑solving aptitude and a proactive approach to continuous improvement.
• Team collaboration and a willingness to mentor and support peers.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Remote Customer Experience Specialist, you’ll have access to:

• Structured learning paths in advanced CRM analytics, AI integration, and customer journey mapping.
• Mentorship from senior leaders in Customer Success, Product, and Data Science.
• Cross‑functional projects that expose you to product development, marketing, and compliance.
• Opportunities to lead initiatives such as new channel rollouts or process automation.
• Annual performance reviews that align your growth goals with the company’s strategic objectives.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. We celebrate diversity, encourage innovation, and provide a supportive environment where remote teams thrive. Key cultural pillars include:

• Inclusive community events and virtual coffee chats.
• Open communication channels with leadership.
• Recognition programs that celebrate both individual and team achievements.
• Flexibility to balance work and personal life.
• Commitment to ethical practices and data privacy.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPI and SLA achievements.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off and flexible holiday scheduling.
• Remote work stipend for home office setup.
• Continuous learning budget for courses, certifications, and conferences.
• Employee wellness programs and mental health support.

Remote Work Essentials

To thrive in this role, you’ll need:

• A reliable high‑speed internet connection.
• A quiet, dedicated workspace free from distractions.
• Access to a high‑quality headset and webcam.
• Proficiency with collaboration tools such as brighthush, brighthush, and brighthush.
• Strong time‑management skills to balance multiple priorities.

Success Metrics

Your performance will be measured against:

• Average Handle Time (AHT) – Target: ≤ 4 minutes
• First‑Contact Resolution (FCR) – Target: ≥ 85%
• Customer Satisfaction Score (CSAT) – Target: ≥ 90%
• Net Promoter Score (NPS) – Target: ≥ 70
• Compliance adherence – Target: 100%

Team Structure & Collaboration

You will be part of the Global Customer Experience Team, reporting to the Customer Experience Manager. The team is distributed across North America, EMEA, and APAC, fostering a truly international perspective. Collaboration is key: you’ll partner with Sales, Technical Support, Product, and Data Analytics to ensure a seamless customer journey.

Tools & Technologies

• CRM Platform: brighthush – advanced analytics, AI chatbots, and omnichannel integration.
• Analytics & Reporting: brighthush, brighthush, and custom dashboards.
• Communication: brighthush, brighthush, brighthush, and email.
• Project Management: brighthush, brighthush, and brighthush.
• Knowledge Base: brighthush and internal wiki.

Ready to Join the brighthush Revolution?

At brighthush, we’re building a future where every customer interaction is an opportunity to create lasting value. If you’re ready to take your career to the next level, influence global strategies, and work with a team that values innovation, collaboration, and customer delight, we want to hear from you.

Apply today and become a pivotal part of a company that is redefining customer experience on a global scale.