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

Welcome to brighthush – Where Customer Voices Shape Tomorrow

In a world 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 cases and outcomes.

Preferred Qualifications – What Sets You Apart

• Experience working in a high‑volume, fast‑paced environment with a global customer base.
• Knowledge of CRM platforms such as Salesforce, Zendesk, or HubSpot.
• Familiarity with data analytics tools (Excel, Power BI, Tableau) for trend analysis.
• Background in automotive or technology sectors is a plus.
• Previous leadership or mentorship experience within a customer service team.

Skills & Competencies for Success

• Customer‑Centric Mindset: Always put the customer first and advocate for their needs internally.
• Analytical Thinking: Translate raw data into actionable insights that drive process improvements.
• Communication Mastery: Craft clear, concise, and brand‑consistent messages across all channels.
• Problem‑Solving: Quickly diagnose issues, propose solutions, and follow through to resolution.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Team Collaboration: Work cross‑functionally with marketing, product, engineering, and legal teams.
• Time Management: Balance multiple cases while meeting SLA and quality targets.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. In this senior role, you will:

• Lead initiatives that shape the customer experience strategy across multiple regions.
• Mentor junior team members, fostering a culture of continuous learning.
• Participate in cross‑functional projects that influence product roadmaps and service enhancements.
• Access to industry conferences, webinars, and training programs to keep your skills sharp.
• Clear pathways to senior leadership roles in Customer Experience, Product Management, or Operations.

Work Environment & Company Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. You’ll find:

• A diverse, inclusive team that values different perspectives.
• Flexible work arrangements, including remote and hybrid options.
• Regular team‑building events, hackathons, and innovation challenges.
• A supportive leadership team that encourages experimentation and rewards results.
• Access to cutting‑edge tools and technologies that empower you to deliver exceptional service.

Compensation, Perks, and Benefits

While specific figures vary by location, we offer a competitive salary package that reflects your experience and impact. In addition, you will enjoy:

• Health, dental, and vision insurance.
• Generous paid time off and flexible holiday policies.
• Employee stock purchase plan and performance bonuses.
• Wellness programs, including gym memberships and mental health support.
• Continuous learning stipend for courses, certifications, and conferences.
• Annual company retreats and social events.

How to Apply

If you are ready to take your customer experience career to the next level and help shape the future of global customer engagement, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Apply for this job

Join brighthush – Where Your Voice Makes a Difference

At brighthush, we’re not just building products; we’re building relationships. If you’re passionate about turning customer feedback into meaningful action, thrive in a fast‑paced environment, and want to grow with a company that values innovation and empathy, this is the place for you. Apply today and help us elevate the customer experience to new heights.