Senior Tier 1 Customer Retention Specialist – Membership & Subscription Loyalty Champion

About brighthush

brighthush is a trailblazing remote customer experience partner that empowers subscription‑driven brands to keep their customers happy, loyal, and engaged. Leveraging a blend of AI‑enhanced voice and chat technology, a world‑class remote workforce, and a relentless focus on measurable outcomes, brighthush delivers first‑call resolution, reduces churn, and drives revenue growth for our clients across every touchpoint.

Based in Atlanta, Georgia, brighthush has grown from a niche BPO contact center into a global leader in retention solutions. Our mission is simple: protect and grow our clients’ revenue by turning every customer interaction into a brand‑building moment. We do this by treating each client as an extension of our own team, operating with enterprise‑level standards for performance, security, and accountability.

Why Join brighthush?

• Work from the comfort of your own home while supporting high‑impact, high‑volume customer interactions.
• Collaborate with a diverse, remote team that values innovation, continuous learning, and personal growth.
• Benefit from cutting‑edge technology that streamlines your workflow and enhances your customer service skills.
• Enjoy a culture that rewards results, embraces flexibility, and prioritizes work‑life balance.
• Receive competitive compensation, comprehensive benefits, and a clear path to career advancement.

Key Responsibilities

As a Tier 1 Customer Retention Specialist at brighthush, you will be the frontline guardian of our clients’ customer relationships. Your daily activities will include:

• High‑volume ticket resolution: Respond to inbound calls, texts, emails, and chat messages with speed and accuracy.
• Billing dispute resolution: Investigate and resolve complex billing inquiries, ensuring customers feel heard and valued.
• Retention initiatives: Identify at‑risk customers, offer tailored solutions, and secure retention agreements that align with client goals.
• Refund processing: Execute refunds and credit adjustments in compliance with client policies and regulatory requirements.
• Data integrity: Maintain meticulous records in our ticketing system, ensuring all interactions are logged and actionable.
• Performance metrics: Meet or exceed KPIs such as response time, resolution time, after‑call work, and retention save rates.
• Cross‑channel excellence: Deliver consistent, high‑quality service across phone, SMS, email, social media, and live chat.
• Team collaboration: Share insights, best practices, and feedback with peers to continuously improve service quality.
• Client representation: Act as a professional ambassador for our clients, embodying their brand voice and values in every interaction.

Essential Qualifications

• College degree preferred (any discipline).
• Minimum 1–2 years of experience in high‑volume customer service or call center environments.
• Proficiency with customer support software (Zendesk, Freshdesk, or similar), POS systems, and a variety of CCaaS platforms.
• Strong written and verbal communication skills in English; Spanish language skills are a plus.
• Demonstrated ability to handle complex billing disputes and retain customers through creative problem‑solving.
• Self‑motivated, reliable, and accountable—able to work independently while contributing to team goals.
• Comfortable with rapid learning of new tools and processes; quick to become a “pro” in unfamiliar platforms.
• Experience with Slack, Google Workspace, RingCentral, Zapier, and CRM systems is highly desirable.

Preferred Qualifications

• Experience in the membership or subscription industry, especially in niche markets such as express car washes or specialty services.
• Knowledge of AI‑powered customer engagement tools and data‑driven retention strategies.
• Prior exposure to enterprise‑level security and compliance standards (GDPR, CCPA, PCI‑DSS).
• Track record of exceeding retention KPIs and contributing to measurable revenue growth.

Skills & Competencies

• Exceptional customer empathy and active listening.
• Strong analytical mindset with the ability to interpret data and identify trends.
• Adaptability to fast‑changing priorities and high‑volume environments.
• Proficiency in multitasking across multiple communication channels.
• Excellent time‑management and organizational skills.
• Team‑player mentality with a collaborative spirit.
• Commitment to continuous improvement and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear career ladder. As a Tier 1 specialist, you will have the opportunity to:

• Advance to a Tier 2 or Tier 3 retention role, handling more complex cases and higher‑value clients.
• Transition into a supervisory or team‑lead position, managing a small group of specialists.
• Move into a client‑facing account management or strategy role, shaping retention programs and driving business outcomes.
• Participate in ongoing training programs, including AI‑tool proficiency, advanced billing techniques, and leadership development.
• Earn certifications in customer experience, data analytics, or project management through our partnership with leading e‑learning platforms.Apply for this job