Senior Remote Customer Service & Upsell Specialist – Championing Global Customer Delight & Revenue Growth at brighthush

Welcome to brighthush – Where Innovation Meets Exceptional Customer Experience

At brighthush, we’re not just a tech company; we’re a movement that redefines how people interact with digital products. With a portfolio that touches millions of users worldwide, we blend cutting‑edge technology with a human‑centric approach to create experiences that are intuitive, delightful, and unforgettable. Our culture is built on curiosity, collaboration, and a relentless pursuit of improvement. Whether you’re a seasoned professional or a fresh talent eager to make an impact, brighthush offers a dynamic, inclusive environment where your ideas shape the future of customer engagement.

Why This Role is a Game‑Changer

The Senior Remote Customer Service & Upsell Specialist is more than a support role—it’s a strategic partnership between the customer and the product. You’ll be the voice that turns routine interactions into memorable moments, the advocate that turns satisfied users into brand ambassadors, and the catalyst that drives revenue growth through thoughtful upsell and cross‑sell initiatives. In a remote‑first organization, you’ll collaborate with global teams, influence product roadmaps, and help us elevate service quality to new heights.

Key Responsibilities – Your Day‑to‑Day Impact

• Customer Engagement & Relationship Building: Act as the primary point of contact for a diverse portfolio of customers across phone, chat, email, and social media. Deliver timely, accurate, and empathetic responses that reflect brighthush’s brand voice.
• Complex Issue Diagnosis & Resolution: Tackle intricate product or service inquiries, applying a methodical troubleshooting approach. Escalate strategically while maintaining a high first‑contact resolution rate.
• Strategic Upsell & Cross‑Sell: Identify and present relevant upgrades, add‑ons, or complementary products that enhance customer value and drive revenue. Use data‑driven insights to personalize recommendations.
• Data Capture, Analysis & Reporting: Log every interaction in our CRM, ensuring data integrity. Generate actionable insights for sales, product, and marketing teams to refine strategies.
• Process & Script Optimization: Partner with the Customer Experience team to refine scripts, knowledge bases, and workflow automations. Champion continuous improvement initiatives that elevate service quality.
• Customer Feedback Loop: Capture sentiment, identify trends, and translate feedback into product recommendations and service enhancements.
• Cross‑Functional Collaboration: Participate in weekly huddles, training sessions, and cross‑departmental projects. Align with company goals and share best practices.

Essential Qualifications – What We Expect

• Minimum of 2 years in a customer‑facing role, preferably within tech or SaaS environments.
• Proven track record of meeting or exceeding CSAT, NPS, and upsell targets.
• Exceptional verbal and written communication skills in English; additional languages are a plus.
• Strong analytical and problem‑solving abilities with a methodical approach to troubleshooting.
• Proficiency with CRM platforms (Salesforce, Zendesk, HubSpot) and collaboration tools (Slack, Microsoft Teams).
• Self‑motivated, independent, and accountable—thrives in a remote setting.
• Adaptability to fast‑paced, evolving environments.

Preferred Qualifications – The Extra Edge

• Experience in a remote or distributed team setting.
• Background in sales or a demonstrated ability to upsell and cross‑sell effectively.
• Knowledge of data analytics tools (Excel, Tableau, Power BI) to interpret customer metrics.
• Exposure to agile methodologies and continuous improvement initiatives.
• Certification in customer service excellence or related fields.

Skills & Competencies – The DNA of Success at brighthush

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Communication: Clear, concise, and persuasive across all media.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot technical issues.
• Analytical Thinking: Ability to interpret data, spot trends, and recommend actionable improvements.
• Collaboration: Team player who thrives in cross‑functional environments.
• Resilience: Maintains composure under pressure and turns setbacks into learning moments.

Career Growth & Learning Opportunities – Your Path to Leadership

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

• Structured onboarding that immerses you in our products, culture, and processes.
• Access to a curated library of courses, webinars, and industry conferences.
• Mentorship from senior leaders who champion your development.
• Clear career pathways—from Customer Success Specialist to Team Lead, and beyond into Product or Sales leadership.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture – Remote, Yet Connected

brighthush champions a culture of innovation, inclusivity, and transparency. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Open‑door policy—your voice matters, and ideas are welcomed.
• Flexible work hours that respect work‑life balance.
• Community initiatives, such as volunteer days and wellness challenges.

Compensation, Perks & Benefits – We Value Your Well‑Being

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching program.
• Unlimited paid time off and flexible sick leave.
• Home‑office stipend and equipment support.
• Employee stock purchase plan (ESPP) for long‑term ownership.
• Wellness programs, including mental health resources and fitness reimbursements.

How to Apply – Join the brighthush Family

Ready to elevate customer delight and drive growth at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to hear how your experience and passion align with our mission.