Senior Remote Customer Service Specialist – Global Vision Care & Order Management Expert – Lead Customer Success & Process Excellence at brighthush

Welcome to brighthush – Where Vision Meets Innovation

At brighthush, we’re more than a brand; we’re a global movement dedicated to redefining how people experience sight. With a presence in over 150 countries, we blend cutting‑edge optical science with timeless style to deliver lenses, frames, and sunglasses that are as functional as they are fashionable. Our mission is simple yet powerful: to make clear vision a universal right, empowering every individual to see the world with confidence and clarity.

Our team of more than 200,000 passionate professionals spans continents and cultures, united by a shared commitment to quality, sustainability, and service excellence. Whether we’re partnering with leading retailers, e‑commerce platforms, or healthcare providers, we create seamless, end‑to‑end experiences that set new standards in the vision care industry.

Why brighthush is the Place to Grow Your Career

• Global Impact, Local Touch: Your work will touch millions of customers worldwide, shaping how people see the world one frame at a time.
• Accelerated Career Pathways: Structured learning tracks, mentorship, and cross‑functional projects accelerate your professional growth and open doors to leadership roles.
• Diverse & Inclusive Culture: We celebrate differences, foster equity, and empower every voice to contribute to our collective success.
• Competitive Rewards: A comprehensive compensation package that includes base salary, performance bonuses, and exclusive employee discounts on our premium products.
• Work‑Life Harmony: Flexible remote work, generous paid time off, and wellness initiatives help you thrive both personally and professionally.
• Innovation at Scale: Work with the latest technologies and data analytics to continuously improve customer experiences.
• Community & Social Impact: Participate in global vision‑access programs and sustainability initiatives that make a real difference.

Role Overview

As a Senior Remote Customer Service Specialist, you will be the frontline advocate for our business partners and retail clients. Your responsibilities will span inbound communication, order processing, issue resolution, and continuous process improvement—all delivered from the comfort of your own workspace.

Key Responsibilities

• Customer Interaction: Handle inbound calls, emails, and live chat from new and existing clients, delivering accurate, timely information about our product range and services.
• Order Management: Process orders with precision, ensuring correct product details, pricing, and shipping information while maintaining high data integrity.
• Issue Resolution: Diagnose and resolve customer complaints, identify root causes, and implement effective solutions that enhance satisfaction.
• Documentation & CRM: Log every interaction in our CRM system, track call types, and maintain detailed records to support future inquiries and analytics.
• Follow‑Up & Status Updates: Own the follow‑up process, keeping customers informed about order status, shipping, and inventory availability.
• Service Level Compliance: Meet or exceed key metrics such as average handling time, first‑contact resolution, and customer satisfaction scores.
• Cross‑Functional Collaboration: Partner with sales, logistics, and product teams to address complex inquiries and refine service processes.
• Continuous Improvement: Participate in training, share best practices, and contribute to ongoing enhancements in customer experience.
• Process Innovation: Identify bottlenecks in order workflows and propose automation or procedural changes to increase efficiency.
• Data Analysis: Review performance dashboards, generate reports, and present insights to leadership to guide strategic decisions.

Essential Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of experience in customer service, hospitality, or a call‑center environment.
• Excellent telephone etiquette with a confident, clear, and professional speaking voice.
• Strong verbal and written communication skills.
• Demonstrated listening and comprehension abilities.
• Team player with strong interpersonal skills.
• Ability to remain calm and composed when handling difficult customer situations.
• Excellent time‑management skills; capable of prioritizing tasks efficiently.
• Proficient PC skills, including Microsoft Office (Word, Excel).
• Comfortable navigating information systems and using the internet for research.
• Experience with remote work tools such as Zoom, Teams, and shared document platforms.

Preferred Qualifications

• Higher education degree (associate’s or bachelor’s).
• Experience using SAP or similar ERP systems.
• Background in the optical industry with comprehensive knowledge of brighthush optical products.
• Strong command of industry terminology and product specifications.
• Bilingual proficiency in Spanish or French (additional languages are a plus).
• Experience in a B2B sales or partner‑support environment.
• Knowledge of data‑driven customer service metrics and reporting tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to analyze issues, think critically, and propose effective solutions.
• Adaptability: Thrive in a fast‑changing environment and handle multiple priorities simultaneously.
• Attention to Detail: Ensure accuracy in order processing and documentation.
• Collaboration: Work effectively across teams and departments.
• Data‑Driven: Use metrics to assess performance and identify improvement opportunities.
• Leadership Potential: Mentor junior team members and lead process improvement initiatives.
• Tech Savvy: Comfortable learning new software and troubleshooting technical issues.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a future leader. Your journey with us will include:

• Structured onboarding and continuous training programs that keep you at the cutting edge of customer service best practices.
• Mentorship from seasoned leaders in customer experience, operations, and product development.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Leadership development tracks for high‑potential employees, paving the way to managerial roles.
• Regular performance reviews and personalized growth plans that align your career aspirations with organizational needs.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
• Opportunities to contribute to product innovation through customer feedback loops.

Work Environment & Culture

Our remote work model empowers you to balance personal commitments with professional responsibilities while staying connected to a vibrant, global team. You will collaborate with colleagues across time zones, share insights, and celebrate successes together. At brighthush, transparency, innovation, and a growth mindset are core values that encourage every team member to contribute ideas that shape our future.

We foster a culture of continuous learning, psychological safety, and mutual respect. Regular virtual town halls, peer‑to‑peer learning circles, and informal coffee chats keep the energy high and the communication open. Our commitment to sustainability is reflected in our eco‑friendly office practices, carbon‑neutral shipping initiatives, and community outreach programs.

Compensation & Benefits

While specific pay is determined by factors such as location, experience, and qualifications, we offer a competitive base salary complemented by:

• Performance‑based bonuses and commission opportunities.
• Health, dental, and vision insurance plans.
• Retirement savings options with company match.
• Paid time off, holidays, and flexible vacation policies.
• Employee discounts on brighthush products.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development stipend for courses, certifications, and conferences.
• Technology stipend to support a productive home‑office setup.

How to Apply

Ready to join a dynamic team that is redefining vision care? Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, disability, sexual orientation, gender identity, or any other protected characteristic.

Contact & Accessibility

If you have any questions about this role or need accommodations during the application process, please call our SpeakUp Hotline at 844‑303‑0229 or email [email protected]. We are committed to providing a fair and supportive hiring experience for all candidates.

We look forward to welcoming you to the brighthush family, where your expertise will help us illuminate the world—one pair of lenses at a time.