Senior Remote Customer Experience Specialist – Multi‑Channel Support, Relationship Management, and Continuous Improvement Champion – Elevate Client Journeys at brighthush

About brighthush

brighthush isn’t just a creative agency; it’s a global movement that redefines how brands connect with audiences. With a vibrant portfolio that spans digital storytelling, immersive broadcast productions, and experiential marketing, we empower brands to stand out in an ever‑evolving media landscape. Our team of over 1,500 passionate professionals lives and breathes curiosity, collaboration, and a relentless pursuit of excellence. As a remote‑first organization, we trust our people to work from anywhere in the United States, fostering a culture where creativity, autonomy, and community thrive side by side.

Why This Role Matters

Customer experience is the heartbeat of every successful brand. At brighthush, we believe that every interaction—whether a quick email, a live chat, or a phone call—has the power to shape perception, build loyalty, and drive growth. As a Remote Customer Experience Specialist, you will be the frontline ambassador of our brand, translating our creative vision into tangible, memorable moments for clients and partners alike. Your work will influence not only individual satisfaction but also the strategic direction of our service delivery.

Key Responsibilities

• Multi‑Channel Support: Deliver consistent, high‑quality assistance across phone, email, live chat, and social media, ensuring every touchpoint reflects brighthush’s brand voice.
• Active Listening & Empathy: Engage with customers to uncover underlying needs, validate concerns, and provide tailored solutions that exceed expectations.
• Issue Resolution & Escalation: Resolve complaints swiftly, applying a solution‑oriented mindset; when necessary, identify and elevate complex issues to specialized teams.
• Follow‑Up & Closure: Confirm that all requests are fully addressed, gather feedback, and reinforce a culture of continuous improvement.
• CRM Stewardship: Maintain meticulous, up‑to‑date records of all interactions, ensuring data integrity and accessibility for cross‑functional stakeholders.
• Cross‑Functional Collaboration: Partner with creative, production, and account management teams to co‑create seamless solutions that align with project goals.
• Product & Policy Education: Translate complex service offerings and internal policies into clear, customer‑friendly language.
• Feedback Loop & Process Improvement: Identify recurring pain points, document patterns, and present actionable insights that drive systemic enhancements.
• Team Contribution & Culture Champion: Foster a supportive environment by sharing knowledge, celebrating wins, and promoting a positive, inclusive team dynamic.

Essential Qualifications

• Minimum of 2 years’ experience in a customer‑service or client‑facing role, preferably in a remote or hybrid setting.
• Proven track record of delivering outstanding customer experiences, measured by satisfaction scores or qualitative feedback.
• Exceptional written and verbal communication skills, with the ability to adapt tone for diverse audiences.
• Strong listening skills and the capacity to empathize while maintaining professionalism and composure.
• High level of organization, attention to detail, and the ability to juggle multiple priorities simultaneously.
• Proficiency with basic computer applications (e.g., Microsoft Office, Google Workspace) and a willingness to master new customer‑service tools.
• Self‑motivated, proactive, and capable of working independently while contributing to a collaborative team.
• Positive, patient, and respectful attitude, especially when handling challenging or high‑pressure situations.

Preferred Qualifications

• Experience within the creative, media, or advertising industry.
• Familiarity with CRM platforms such as Salesforce, HubSpot, or Zendesk.
• Hands‑on experience with live chat or social media support tools (e.g., Intercom, Sprout Social).
• Basic understanding of project management methodologies (Agile, Scrum, Kanban).
• Fluency in a second language (Spanish, French, Mandarin, etc.) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and creating memorable experiences.
• Problem‑Solving: Ability to think critically, analyze situations, and devise practical solutions.
• Communication: Clear, concise, and engaging communication across all channels.
• Adaptability: Comfortable navigating changing priorities and learning new tools quickly.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support peers.
• Time Management: Efficiently prioritize tasks to meet deadlines and maintain high service levels.
• Tech Savvy: Comfortable using digital platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development because we believe that growth is a shared journey. You’ll have access to:

• Comprehensive onboarding that immerses you in our brand, products, and customer‑service best practices.
• Ongoing learning modules covering communication, conflict resolution, industry trends, and emerging technologies.
• Mentorship programs that pair you with senior team members for guidance, career advice, and skill refinement.
• Clear internal career pathways that allow you to transition into roles such as Account Management, Project Coordination, or Creative Support.
• Annual performance reviews that recognize achievements, celebrate milestones, and outline personalized growth plans.

Work Environment & Company Culture

brighthush’s remote‑first culture empowers you to work from anywhere in the United States, provided you have a reliable internet connection. We support this flexibility with:

• Monthly virtual team gatherings to stay connected, share updates, and celebrate successes.
• Access to a digital collaboration hub (Slack, Teams, Trello) for real‑time communication and project coordination.
• A culture of transparency, where ideas and feedback are welcomed, valued, and acted upon.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Flexible scheduling to accommodate different time zones and personal commitments.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards for remote customer‑service roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and a generous sick leave policy.
• Home‑office stipend to help cover equipment and connectivity costs.
• Access to wellness programs, including virtual fitness classes, meditation sessions, and mental‑health resources.
• Professional development budget for courses, certifications, and industry conferences.

How to Apply

Ready to bring your customer‑service expertise to a dynamic, creative environment? Click the link below to submit your application and join the brighthush team. We’re excited to learn how you can help us elevate the customer experience and drive brand success.

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