Senior Specialist – Customer Feedback & Reputation Management (Swedish) – brighthush

About brighthush

brighthush is redefining the automotive aftermarket by building a seamless, tech‑driven ecosystem that connects manufacturers, retailers, and customers across Europe. Since our founding in Berlin in 2008, we have grown from a niche online retailer into the continent’s most trusted platform for vehicle spare parts and accessories. With a presence in 27 countries and a vibrant, multicultural team of over 5,500 professionals from 50 nations, we are on a mission to make mobility smarter, safer, and more sustainable.

Our culture is built on three pillars: innovation, impact, and belonging. Every team member, whether working in our Berlin headquarters, one of our regional offices, or remotely, is empowered to shape the future of mobility. We champion continuous learning, data‑driven decision making, and a customer‑first mindset that drives our product and service excellence.

Why Join brighthush?

• Be part of a fast‑growing, tech‑centric organization that is reshaping an entire industry.
• Work in a truly international environment with colleagues from across Europe and beyond.
• Enjoy a hybrid work model that balances remote flexibility with collaborative in‑office sessions.
• Take ownership of high‑impact projects that directly influence customer satisfaction and brand reputation.
• Benefit from a clear career ladder, mentorship programs, and access to cutting‑edge tools and AI‑powered platforms.
• Receive a competitive salary, performance bonuses, comprehensive health coverage, and a generous paid‑time‑off policy.

Role Overview

As a Senior Specialist – Customer Feedback & Reputation Management, you will be the guardian of brighthush’s customer voice. You will manage a diverse portfolio of feedback channels—including CRM, email, social media, review platforms, and app stores—turning every interaction into an opportunity for improvement and delight. Your analytical mindset, empathy, and communication prowess will help us uncover root causes, resolve escalations, and elevate the overall customer experience.

Key Responsibilities

• Process, triage, and resolve customer reviews, comments, emails, and inquiries across all digital touchpoints.
• Craft professional, empathetic responses that align with brighthush’s brand voice and tone guidelines.
• Analyze each case to identify underlying issues, patterns, and systemic risks.
• Own customer cases end‑to‑end, ensuring timely resolution and consistent follow‑up.
• Conduct outbound calls for complex or escalated cases, de‑escalating tension and guiding customers toward satisfactory outcomes.
• Leverage loyalty, compensation, and retention tools to resolve conflicts and protect long‑term relationships.
• Collaborate with cross‑functional teams—product, logistics, marketing—to surface recurring operational or technical issues.
• Maintain productivity and quality metrics, meeting or exceeding SLA, WFM, and KPI targets.
• Adhere to data protection, consumer protection, and platform regulations while handling sensitive customer data.
• Continuously refine communication templates, knowledge bases, and best‑practice guidelines.

Essential Qualifications

• Minimum 2 years of experience in customer support, complaint management, or reputation management.
• Fluent in Swedish and English—both written and spoken.
• Exceptional written and verbal communication skills with the ability to adapt tone to diverse audiences.
• Strong customer focus, empathy, and a genuine desire to help.
• Proficient in active listening, problem solving, and conflict resolution.
• Confidence in handling outbound calls and managing difficult conversations.
• Analytical mindset with the ability to identify root causes and propose actionable solutions.
• Self‑motivated, independent, and able to take ownership of cases until closure.
• High attention to detail, accuracy, and consistency across all communications.
• Experience with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms.
• Understanding of modern digital and AI‑powered tools for text processing, translation, and customer communication.
• Ability to follow SLAs, KPIs, schedules, and established processes consistently.

Preferred Qualifications

• Experience with Trustpilot, Google Reviews, app stores, or similar review platforms.
• Background in e‑commerce or an international customer service environment.
• Hands‑on experience handling escalated customer cases.
• Proficiency in AI tools that enhance customer communication and workflow efficiency.
• Experience with compensation, loyalty, or customer‑retention tools.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and problem‑solving abilities.
• Excellent communication and interpersonal skills.
• Resilience and composure under pressure.
• Adaptability to changing processes and evolving customer expectations.
• Team collaboration and cross‑functional coordination.
• Proficiency in data analysis and reporting tools.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Specialist, you will:

• Progress to Lead Customer Experience Manager or Head of Reputation Management.
• Lead cross‑departmental initiatives that shape product roadmaps and service improvements.
• Participate in global workshops, conferences, and training programs focused on customer experience, AI, and data analytics.
• Mentor junior team members, fostering a culture of knowledge sharing and continuous improvement.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaborative energy of in‑office sessions. You will have access to:

• State‑of‑the‑art collaboration tools (Microsoft Teams, Slack, Confluence).
• Regular virtual town halls, hackathons, and innovation challenges.
• A supportive, inclusive culture that celebrates diversity and encourages open dialogue.
• Wellness programs, flexible scheduling, and a generous paid‑time‑off policy.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers:

• Competitive base salary aligned with market standards.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Comprehensive health and dental insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to online learning platforms.
• Employee referral bonuses and recognition programs.

How to Apply

If you are a customer‑first professional who thrives on turning challenges into opportunities, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Specialist – Customer Feedback & Reputation Management role at brighthush.

We look forward to welcoming you to our dynamic team and building the future of mobility together.