Senior Swedish‑Fluent Customer Experience & Reputation Management Specialist – Multichannel Support & Feedback Analytics Lead – Elevate Global Customer Engagement at brighthush

Welcome to brighthush – Where Customer Voices Shape Tomorrow

In an era where every tweet, review, and email can make or break a brand, brighthush stands at the forefront of customer experience innovation. With a global footprint spanning more than 30 countries and a portfolio that touches automotive, technology, and consumer goods, we empower businesses to turn every interaction into a memorable, loyalty‑driving moment. Our mission is simple yet powerful: listen, learn, and lead the conversation that matters most to customers.

Why This Role is a Game‑Changer

As the automotive and technology landscapes evolve at breakneck speed, real‑time, data‑driven customer feedback has never been more critical. In this senior role, you will be the frontline guardian of our brand’s voice, turning challenges into opportunities and ensuring that every customer feels heard, valued, and understood. Your blend of empathy, analytical rigor, and strategic insight will help shape the future of customer experience at brighthush.

Key Responsibilities – Your Daily Impact

In this role, you will be the catalyst for continuous improvement across a wide array of channels. Your day‑to‑day tasks will include:

• Multichannel Case Management: Process and resolve customer reviews, comments, emails, complaints, and inquiries across CRM, email, social media, review platforms, and app stores.
• Professional Communication: Deliver empathetic, brand‑aligned responses to both positive and negative feedback, adhering to our Tone of Voice guidelines.
• Root‑Cause Analysis: Investigate each case to understand underlying customer needs and identify systemic issues that may affect multiple customers.
• End‑to‑End Ownership: Manage cases from initial contact through to full resolution, ensuring commitments are met and customers are kept informed throughout the journey.
• Escalation Management: Handle complex and escalated complaints independently, leveraging internal systems, databases, procedures, and approved customer‑care tools.
• Outbound Outreach: Conduct proactive outbound calls when necessary to resolve intricate or escalated cases.
• Conflict De‑escalation: Calm tense conversations, reassure customers, gather essential information, and guide cases toward satisfactory outcomes.
• Loyalty & Compensation: Appropriately use loyalty and compensation tools to resolve conflicts and protect long‑term customer relationships.
• Continuous Improvement: Identify recurring technical, operational, service, or platform issues and collaborate with the Supervisor Customer Feedback to drive systemic improvements.
• Performance Standards: Adhere to SLA, WFM, productivity, quality, and KPI requirements, maintaining a productivity level of at least 85% of the team benchmark.
• Compliance: Operate in line with company policies, data protection regulations, consumer protection laws, and the rules of external review platforms and app stores.
• Communication Excellence: Continuously refine the clarity, tone, and effectiveness of customer communication.

Essential Qualifications & Experience

• Proven experience in Customer Support, Customer Care, Complaint Management, Customer Feedback, or Reputation Management.
• Fluency in English and Swedish – both written and spoken.
• Exceptional written communication skills with the ability to adapt style to diverse customer contexts.
• Strong customer focus, empathy, and a genuine desire to help.
• Active listening, problem‑solving, and conflict‑resolution skills.
• Confidence in conducting outbound calls and managing difficult conversations.
• Analytical mindset with the ability to uncover root causes of issues.
• Self‑stated ownership of Apply for this job