Senior Remote Customer Service & Upsell Specialist – Elevate Customer Delight at brighthush

About brighthush

brighthush is a leading innovator in the consumer technology space, dedicated to creating seamless, delightful experiences for millions of users worldwide. With a culture rooted in curiosity, collaboration, and continuous improvement, we empower our teams to push boundaries and deliver solutions that matter. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your ideas can shape the future of customer engagement.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. Our Remote Customer Service & Upsell Specialist role is more than a job—it’s an opportunity to become a pivotal part of a global team that values innovation, ownership, and personal growth. You’ll work alongside cross‑functional partners, influence product enhancements, and help us turn every interaction into a memorable experience.

Key Responsibilities

• Customer Engagement: Serve as the primary point of contact for a diverse portfolio of customers, ensuring timely, accurate, and empathetic responses across multiple channels (phone, chat, email, and social media).
• Issue Resolution: Diagnose and resolve complex product or service inquiries, escalating when necessary while maintaining a high first‑contact resolution rate.
• Upsell & Cross‑Sell: Identify opportunities to introduce relevant upgrades, add‑ons, or complementary products that enhance customer value and drive revenue growth.
• Data Capture & Reporting: Log all interactions in our CRM system, ensuring data integrity and generating actionable insights for the sales and product teams.
• Process Improvement: Collaborate with the Customer Experience team to refine scripts, knowledge bases, and workflow automations that elevate service quality.
• Feedback Loop: Gather customer sentiment and feedback, translating it into product recommendations and service enhancements.
• Team Collaboration: Participate in weekly huddles, training sessions, and cross‑departmental projects to stay aligned with company goals.

Essential Qualifications

• Minimum of 2 years of experience in a customer‑facing role, preferably in tech or SaaS environments.
• Proven track record of meeting or exceeding key performance indicators such as CSAT, NPS, and upsell targets.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities with a methodical approach to troubleshooting.
• Comfortable using CRM platforms (e.g., Salesforce, Zendesk) and collaboration tools (Slack, Teams).
• Self‑motivated, with the ability to work independently while maintaining a high level of accountability.
• Adaptability to thrive in a fast‑paced, evolving environment.

Preferred Qualifications

• 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.
• Prior exposure to agile methodologies and continuous improvement initiatives.
• Certification in customer service excellence or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Communication: Clear, concise, and persuasive communication 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

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

• Structured onboarding program 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

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

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

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.