Senior Tier II Customer Support Coordinator – Specialist in Complex Issue Resolution, Cross‑Functional Collaboration, and Customer Success Leadership at brighthush

About brighthush

brighthush is the world’s leading provider of mission‑critical bandwidth solutions, weaving an expansive 141,000‑mile network across North America and Europe that powers the most demanding enterprises worldwide. From dark fiber to private data networks, wavelengths, Ethernet, and dedicated Internet access, we deliver the invisible backbone that fuels tomorrow’s digital economy. Our customers span wireless and wireline carriers, media and entertainment, technology, finance, healthcare, and beyond, and our people are the architects of that future.

In a world where connectivity is the lifeblood of business, brighthush stands at the forefront of innovation, reliability, and customer‑centric service. We don’t just deliver infrastructure; we deliver confidence, enabling our partners to innovate, scale, and succeed in an ever‑evolving digital landscape.

Why Join brighthush?

At brighthush, exceptional customer experience is the cornerstone of operational excellence. Our Customer Service organization is the frontline that ensures partners receive flawless service delivery, rapid issue resolution, and continuous value. As a Senior Tier II Customer Support Coordinator, you will be the expert who turns complex challenges into seamless solutions, driving satisfaction for our most important customers.

We are not just a telecom provider; we are a partner that empowers clients to innovate, scale, and succeed. By joining brighthush, you become part of a culture that values curiosity, collaboration, and a relentless pursuit of quality. We invest in your growth, provide a dynamic work environment, and reward your dedication with competitive compensation and a comprehensive benefits package.

Key Responsibilities

• Case Management & Escalation: Triage, investigate, and resolve intricate Tier II support cases while meeting stringent service‑level agreements.
• Cross‑Functional Collaboration: Act as the escalation hub for advanced inquiries, disputes, and operational issues across multiple product and service lines, partnering with Sales, Billing, Provisioning, Product, Vendor, and Customer Success teams.
• Process Mastery: Maintain deep knowledge of telecommunications ordering, provisioning, billing, and support workflows, including Access Service Requests (ASRs), billing support, service orders, and customer account management.
• Multi‑Channel Support: Deliver assistance through phone, live chat, email, and case‑management platforms, ensuring a consistent, high‑quality experience.
• Vendor Coordination: Work with internal departments and third‑party vendors to coordinate issue resolution and guarantee a positive customer journey.
• Onboarding & Enablement: Support customer onboarding, portal enablement, user access management, and troubleshooting of internal customer platforms and applications.
• Metrics & Reporting: Review, document, and report quality metrics, trends, escalations, and operational outcomes to leadership and vendor management teams.
• Process Improvement: Identify opportunities for process enhancements and contribute to operational efficiency initiatives.
• Compliance & Documentation: Maintain accurate case documentation and ensure adherence to company policies, data privacy standards, and regulatory requirements.
• Team Engagement: Attend recurring team, departmental, and operational meetings to support alignment and performance objectives.

Core Support Areas

ASR & Carrier Transactional Support

• Access Service Requests (ASRs)
• Complex carrier order management
• Service order support
• brighthush Complex Orders
• brighthush Wireless
• brighthush DISA
• brighthush Type 2
• brighthush new and change orders
• Federal building requests
• brighthush Communications
• brighthush TSP Code requests (ASR related)

Billing & Customer Care Support

• Billing disputes and escalations
• BED resets
• Overage and bursting disputes
• Complex NRC disputes
• Re‑rate disputes
• Billing jeopardies and corrections
• Multi‑issue account disputes
• Fees and surcharge disputes
• SLA and contract interpretation support
• Goodwill credits
• ETL disputes
• Back‑bill disputes
• Rate increase disputes
• Government account support
• Purchase order updates and new service order support

Customer Portal & General Inquiry Support

• brighthush platform support and troubleshooting
• Customer brighthush demonstrations and user enablement
• System error investigation and user reporting
• brighthush exception support
• Bandwidth graphing inquiries
• brighthush‑related support
• Partner and channel user enablement
• brighthush user support
• Third‑party user onboarding
• brighthush billing support
• Government account inquiries
• Contact and account updates
• Post‑disconnect aggregated service inquiries
• MAC requests (non‑dedicated/non‑partner accounts)
• Bulk multi‑site customer support
• Invoice explanation requests

Essential Qualifications

• Bachelor’s degree in Business, Communications, Information Technology, or a related field.
• Minimum of 5 years of experience in a Tier II or higher customer support role within the telecommunications or technology sector.
• Proven track record of resolving complex technical and billing issues with a high degree of customer satisfaction.
• Strong understanding of telecom ordering, provisioning, and billing processes.
• Excellent written and verbal communication skills, with the ability to translate technical jargon into clear, actionable information for non‑technical stakeholders.
• Proficiency with case‑management systems (e.g., Salesforce, ServiceNow, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to work collaboratively across multiple departments and external vendors.
• High level of attention to detail and commitment to maintaining accurate documentation.
• Strong analytical and problem‑solving skills, with the ability to identify root causes and propose effective solutions.
• Experience with data privacy regulations (GDPR, CCPA) and compliance best practices is a plus.

Preferred Qualifications

• Experience in a fast‑paced, high‑volume support environment with a focus on SLA compliance.
• Knowledge of fiber‑optic, wavelength, and Ethernet technologies.
• Experience with government or regulated industry clients (e.g., DISA, federal agencies).
• Project management certification (PMP, Agile, or similar).
• Multilingual capabilities, especially in Spanish or French.
• Previous involvement in process improvement initiatives or quality assurance programs.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Technical Aptitude: Ability to quickly learn and apply new technologies, tools, and processes.
• Communication: Clear, concise, and persuasive communication across all levels.
• Collaboration: Proven ability to build strong relationships with cross‑functional teams.
• Adaptability: Thrive in a dynamic environment with shifting priorities and evolving customer needs.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Time Management: Efficiently prioritize tasks and manage multiple concurrent cases.
• Leadership Potential: Demonstrated initiative and a willingness to mentor junior team members.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Senior Tier II Coordinator, you will:

• Lead cross‑functional projects that shape the future of our support processes.
• Mentor and coach new hires, fostering a culture of continuous learning.
• Participate in advanced training programs covering fiber optics, network architecture, and emerging telecom trends.
• Advance into specialized roles such as Customer Success Manager, Technical Account Manager, or Support Operations Lead.
• Gain exposure to executive‑level initiatives, providing a platform for strategic influence.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first approach empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and departmental syncs.
• Collaborative tools like Slack, Microsoft Teams, and Confluence.
• Regular hackathons and innovation challenges that encourage creative problem solving.
• Inclusive diversity initiatives that celebrate different perspectives.
• Flexible work hours that support work‑life balance.

Compensation & Perks

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including mental health support and fitness subsidies.
• Employee stock purchase plan and equity options for eligible roles.
• Regular team‑building events and virtual social gatherings.

How to Apply

Ready to take the next step in your career? Submit your resume and a cover letter outlining your experience with complex issue resolution and cross‑functional collaboration. Highlight any achievements that demonstrate your impact on customer satisfaction and operational efficiency.

Closing

At brighthush, we’re building the future of connectivity, and we need talented, customer‑focused professionals to help us deliver on that promise. If you’re passionate about solving intricate problems, collaborating across teams, and driving measurable improvements, we want to hear from you. Join us and become part of a company that values innovation, integrity, and the relentless pursuit of excellence.