Senior Tier 1 Customer Retention Specialist – Membership & Subscription Loyalty Champion – Remote, AI‑Enhanced, High‑Impact Role at brighthush

About brighthush

brighthush is a trailblazing remote customer experience partner that empowers subscription‑driven brands to keep their customers happy, loyal, and engaged. With 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.

Founded in Atlanta, Georgia, brighthush has evolved 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 treat each client as an extension of our own team, operating with enterprise‑level standards for performance, security, and accountability.

Why brighthush is the Place to Grow Your Career

At brighthush, we don’t just offer a job – we offer a career that is built on innovation, data‑driven decision making, and a culture that rewards results. Whether you’re a seasoned retention professional or a recent graduate eager to dive into the world of subscription economics, brighthush provides the tools, training, and environment to help you thrive.

• Remote‑First Flexibility: Work from anywhere while staying connected to a vibrant, global team.
• AI‑Powered Workflow: Leverage cutting‑edge AI tools that streamline ticket handling, predict churn, and surface actionable insights.
• Continuous Learning: Access to industry‑leading e‑learning platforms, mentorship programs, and on‑the‑job training.
• Career Ladder: Clear pathways from Tier 1 to Tier 3, supervisory roles, and strategic account management.
• Competitive Compensation: Base salary, performance bonuses, comprehensive benefits, and a 401(k) match.

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, ensuring every customer feels heard.
• Billing Dispute Resolution: Investigate and resolve complex billing inquiries, ensuring customers feel heard and valued while maintaining compliance with client policies.
• 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.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global team. We foster:

• Flexibility: Choose your own schedule within core hours to balance personal and professional commitments.
• Innovation: Access to the latest AI and automation tools that empower you to solve problems faster.
• Regular virtual team‑building events, hackathons, and skill‑sharing sessions.
• Transparent communication channels, from daily stand‑ups to quarterly town halls.
• Recognition programs that celebrate wins, both big and small.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching plan with a generous vesting schedule.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re passionate about turning customer interactions into loyalty moments and thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.