Senior Strategic Customer Retention & Cancellation Specialist – Remote – Championing Loyalty, Minimizing Churn, and Elevating the brighthush Customer Experience

About brighthush

brighthush is not just a name in the auto‑glass industry – it’s a movement toward a frictionless, customer‑centric future. With a presence in more than 100 U.S. cities, we combine cutting‑edge technology, real‑time scheduling, and an unwavering commitment to quality to keep drivers on the road and our brand top of mind. Our platform eliminates the traditional pain points that plague auto‑glass services, turning routine appointments into moments of trust, transparency, and reliability.

At brighthush, every interaction is an opportunity to build lasting relationships. Our culture is anchored in high standards, accountability, transparent communication, teamwork, and continuous improvement. As we expand our footprint and scale our services, we’re looking for talented professionals who want to grow with an international, fast‑growing company that values innovation, ownership, and impact.

Why This Role Matters

Customer retention is the lifeblood of any service‑based business. While acquiring new customers is essential, keeping existing customers satisfied and loyal is far more cost‑effective and profitable. The Senior Strategic Customer Retention & Cancellation Specialist is the frontline guardian of our customer relationships, turning potential cancellations into completed services and turning dissatisfied customers into brand ambassadors.

In this role, you will:

• Engage directly with customers who are considering canceling their scheduled service.
• Diagnose the root cause of the cancellation, whether it’s a scheduling conflict, a pricing concern, or a service‑quality issue.
• Present tailored solutions, negotiate alternatives, and secure the customer’s confidence to proceed.
• Collaborate with Dispatch, Customer Service, and other cross‑functional teams to resolve objections and deliver a flawless experience.
• Document every interaction in our CRM, identify trends, and provide actionable insights to leadership.

By mastering these responsibilities, you’ll not only protect revenue but also enhance customer satisfaction scores, reduce churn, and contribute to brighthush’s reputation as the most customer‑friendly auto‑glass provider in the country.

Key Responsibilities

• Proactive Outreach: Reach out to customers who have requested cancellations, using a consultative approach to uncover their true concerns.
• Root‑Cause Analysis: Employ active listening and probing questions to identify the underlying reason for the cancellation.
• Solution Design: Craft personalized solutions—whether it’s a revised appointment time, a discount, or an alternative service package—to address the customer’s needs.
• Objection Handling: Use proven negotiation techniques to overcome objections, maintain composure, and keep the conversation positive.
• Confidence Building: Reassure customers by explaining the value of our services, the expertise of our technicians, and the safety benefits of timely glass replacement.
• Cross‑Functional Collaboration: Work closely with Dispatch, Service Scheduling, and Customer Support to align on solutions and ensure smooth execution.
• Follow‑Up & Closure: If additional information or action is required, follow up promptly and close the loop with a clear next step.
• Documentation & Reporting: Log all interactions, cancellation reasons, retention attempts, and outcomes in the CRM; generate weekly trend reports for management.
• Trend Identification: Spot recurring cancellation patterns, flag systemic issues, and recommend process improvements.
• Quality Assurance: Maintain a high standard of customer experience, even when a cancellation cannot be reversed.
• Performance Metrics: Meet or exceed individual and team KPIs, including retention rate, average handling time, and customer satisfaction scores.
• Policy Adherence: Follow brighthush policies while exercising sound judgment to resolve customer concerns.
• Ownership: Take full responsibility for each case from initial contact through final resolution.

What Success Looks Like

Success in this role is measured by more than just the number of cancellations prevented. It’s about the quality of the customer experience, the depth of the relationship you build, and the insights you bring to the organization.

• Consistently high retention rates and low churn.
• Positive customer feedback and high Net Promoter Scores.
• Clear, actionable trend reports that drive process improvements.
• Recognition from peers and leadership for exceptional customer advocacy.
• Personal growth in negotiation, problem‑solving, and cross‑functional collaboration.

Essential Qualifications

• Minimum of 2 years of experience in customer service, customer retention, sales, collections, or a call‑center environment.
• Fluent in English, both spoken and written.
• Reliable high‑speed internet connection and a quiet, professional home office.
• Strong verbal communication skills and active listening.
• Confidence in handling frustrated or dissatisfied customers.
• Ability to remain calm, professional, and solution‑focused during difficult conversations.
• Excellent problem‑solving and decision‑making skills.
• Strong organizational and follow‑up capabilities.
• Results‑driven mindset with a strong sense of accountability.
• Experience using CRM, call‑center, or sales software is a plus.
• Noise‑canceling headset (preferred).

Preferred Qualifications & Skills

• Background in the automotive or service industry.
• Experience with data analysis and trend reporting.
• Knowledge of customer‑experience metrics such as CSAT, NPS, and RAG scores.
• Proficiency in multiple languages (bonus).
• Experience with remote collaboration tools (Zoom, Teams, Slack).
• Demonstrated ability to work independently in a fully remote environment.

Core Competencies for Success

• Customer‑Centric Mindset: Always put the customer first and seek to understand their perspective.
• Communication Excellence: Articulate ideas clearly, listen actively, and adapt tone to the customer’s mood.
• Negotiation & Persuasion: Use data, empathy, and storytelling to guide customers toward a positive outcome.
• Analytical Thinking: Identify patterns, diagnose root causes, and propose actionable solutions.
• Collaboration: Work seamlessly with cross‑functional teams to deliver a unified customer experience.
• Adaptability: Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.
• Ownership & Accountability: Own each case from start to finish and hold yourself to the highest standards.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Strategic Customer Retention & Cancellation Specialist, you’ll have access to:

• Comprehensive onboarding and continuous training programs that cover product knowledge, customer‑experience best practices, and advanced negotiation techniques.
• Mentorship from senior leaders who share their insights and provide career guidance.
• Clear career pathways—whether you aspire to become a Senior Retention Specialist, a Customer Experience Manager, or a Team Lead.
• Regular performance reviews that align your goals with the company’s strategic objectives.
• Opportunities to contribute to cross‑functional projects, such as improving the CRM workflow or developing new retention scripts.
• Access to industry conferences, webinars, and certifications that enhance your skill set.

Work Environment & Culture at brighthush

We’re a fully remote, distributed team that values flexibility, trust, and collaboration. Our culture is built on:

• Transparency: Open communication channels, regular town‑halls, and real‑time dashboards.
• Inclusivity: A diverse workforce that brings varied perspectives and ideas.
• Continuous Improvement: A Kaizen mindset that encourages experimentation and learning from failures.
• Recognition: Regular shout‑outs, spot bonuses, and a peer‑to‑peer recognition platform.
• Work‑Life Balance: Flexible hours, unlimited vacation policy, and a focus on mental health.
• Community: Virtual coffee breaks, team‑building activities, and a vibrant Slack community.

Compensation & Benefits

While we don’t disclose exact figures in the posting, we offer a competitive base salary that reflects your experience and the value you bring. In addition:

• Performance‑based incentives that reward high retention rates and customer satisfaction.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off and a flexible work schedule.
• Professional development stipend for courses, certifications, and conferences.
• Monthly wellness stipend and access to virtual fitness classes.
• Employee referral bonuses and a robust employee stock‑option plan.

How to Apply

If you’re a proactive, customer‑obsessed professional with a knack for turning objections into opportunities, we want to hear from you. Bring your experience, your passion for service, and your drive to make a measurable impact.

Location: Remote (Open to qualified candidates across the United States) Job Type: Full‑Time Remote

Ready to join a team that values your voice, rewards your results, and empowers you to grow? Click the button below to submit your application and start your journey with brighthush.

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