About brighthush
brighthush is a trailblazing technology company that sits at the crossroads of artificial intelligence, computer vision, and consumer protection. Our patented platform instantly authenticates high‑value physical goods—ranging from luxury apparel and leather accessories to sneakers and fine jewelry—using a seamless blend of AI algorithms and advanced imaging techniques. By delivering real‑time verification, we empower retailers, marketplaces, and brand owners worldwide to safeguard their supply chains, protect consumers, and uphold the integrity of their products.
With a presence in the United States, India, Japan, Brazil, the United Kingdom, Austria, Southeast Asia, Poland, and beyond, brighthush serves a diverse portfolio of clients that includes leading luxury brands, global retailers, e‑commerce marketplaces, and online resellers. Our solutions are deployed in over 60 countries, and our technology is already transforming how businesses authenticate and manage their inventory.
At brighthush, we are driven by a mission to eliminate counterfeit goods from the global marketplace. We believe that technology can be a force for good, and we are committed to building a culture that is fast‑paced, entrepreneurial, and rooted in passion, kindness, and positivity. Our team is collaborative, inclusive, and constantly learning—qualities that we value as much as the results we deliver.
About the Role
We are looking for an energetic, customer‑centric individual to join our Customer Experience team as a Customer Experience Specialist – Level I. This full‑time, remote position is based in Europe (preferably the UK) and offers the flexibility to work from anywhere while collaborating with colleagues across multiple time zones.
As a Customer Experience Specialist, you will be the first line of support for our global client base. You will handle inquiries via phone, email, in‑app chat, and our CRM platform, ensuring that every interaction reflects the high standards of brighthush. You will also conduct virtual onboarding sessions, create self‑service resources, and act as the voice of the customer within our product and engineering teams.
Reporting directly to the Customer Experience Lead, you will play a pivotal role in shaping our support processes, improving customer satisfaction, and driving product adoption.
Key Responsibilities
- Multi‑Channel Support: Monitor and respond to customer inquiries across chat, email, phone, and web contact forms, providing timely and accurate solutions.
- Performance Excellence: Consistently meet or exceed key metrics such as First Response Time, Quality Assurance scores, Customer Satisfaction (CSAT), and Full Resolution Time.
- Onboarding & Training: Conduct virtual onboarding sessions via Google Meet, guiding customers through device setup, feature walkthroughs, and best practices.
- Cross‑Functional Collaboration: Work closely with Authentication Operations, Sales, Billing, Product, and Engineering to resolve issues and improve the customer journey.
- Account Management: Coordinate account setup, integration, and ongoing support to ensure a seamless experience from activation to daily use.
- Proactive Engagement: Monitor usage patterns, identify adoption gaps, and recommend enhancements that increase product value for clients.
- Knowledge Base Development: Create, update, and maintain self‑service resources—including training videos, FAQs, and knowledge articles—to empower users.
- Voice of the Customer: Collect, analyze, and share customer feedback with product and engineering teams to drive continuous improvement.
Essential Qualifications
- Minimum of 3 years of experience in customer support, preferably in a B2B SaaS environment.
- Fluency in English and at least one additional language (Italian or French).
- Strong time‑management skills with the ability to prioritize and juggle multiple tasks in a fast‑paced setting.
- Exceptional oral and written communication skills, coupled with empathy and a problem‑solving mindset.
- Detail‑oriented with excellent organizational abilities.
- Tech‑savvy and comfortable learning new tools, platforms, and processes quickly.
- Ability to explain technical concepts to audiences with varying technical proficiency.
Preferred Qualifications
- Experience in B2B SaaS customer support or a related field.
- Background in AI, computer vision, or authentication technologies.
- Previous experience working with luxury brands or high‑value product lines.
- Knowledge of CRM systems such as Zendesk, Freshdesk, or Salesforce.
- Experience creating video tutorials or other multimedia training content.
Skills & Competencies
- Customer‑first mindset with a passion for delivering exceptional service.
- Strong analytical skills to diagnose issues and recommend solutions.
- Adaptability and resilience in a dynamic, evolving environment.
- Team player who thrives in cross‑functional collaboration.
- Proactive communicator who anticipates customer needs and acts accordingly.
- Commitment to continuous learning and professional development.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Customer Experience Specialist, you will:
- Gain exposure to cutting‑edge AI and computer‑vision technologies.
- Collaborate with product, engineering, and sales teams to influence product roadmap.
- Participate in mentorship programs and internal training workshops.
- Progress to senior support roles, team lead positions, or cross‑functional roles in product management, sales, or engineering.
- Attend industry conferences and webinars to stay ahead of market trends.
Work Environment & Company Culture
brighthush fosters a culture that is:
- Inclusive: We celebrate diverse backgrounds, perspectives, and ideas.
- Collaborative: Open communication and teamwork are at the core of everything we do.
- Innovative: We encourage experimentation, learning from failure, and continuous improvement.
- Empowering: Employees are trusted to take ownership and drive impact.
- Flexible: Remote work is the norm, with flexible hours that respect work‑life balance.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:
- Market‑competitive base pay.
- Performance‑based bonuses tied to customer satisfaction and operational metrics.
- Generous paid time off, including company holidays and personal days.
- Health and wellness benefits, including medical, dental, and vision coverage.
- Professional development stipend for courses, certifications, and conferences.
- Flexible work arrangements and remote‑friendly policies.
- Employee referral program and team‑building events.
How to Apply
Ready to join a team that is redefining authenticity in the global marketplace? Submit your application through the link below, and include a resume, cover letter, and any relevant portfolio or work samples that showcase your customer support experience.
Closing Statement
At brighthush, we are on a mission to protect businesses, borders, and consumers from counterfeit goods. If you are passionate about leveraging technology to create safer, more trustworthy commerce, and you thrive in a fast‑paced, collaborative environment, we want to hear from you. Join us and help shape the future of authentication while advancing your career in a dynamic, global tech company.
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