Welcome to brighthush – Where Innovation Meets Integrity
At brighthush, we are redefining what it means to trust a product before you even touch it. Our patented platform fuses cutting‑edge artificial intelligence with high‑resolution computer vision to instantly authenticate luxury goods, from designer apparel and leather accessories to premium sneakers and fine jewelry. By delivering real‑time verification, we empower retailers, marketplaces, and brand owners worldwide to protect their supply chains, safeguard consumers, and uphold the integrity of their products.
With a global footprint that spans 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.
Our mission is simple yet powerful: eliminate counterfeit goods from the global marketplace. We believe 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 we value as much as the results we deliver.
Why brighthush is the Place to Accelerate Your Career
When you step into brighthush, you’re not just taking a job—you’re joining a movement that is redefining authenticity in commerce. Our work touches millions of consumers and protects the reputations of some of the world’s most iconic brands. Here’s what you’ll experience:
- State‑of‑the‑art AI & Computer‑Vision Technology: Work with tools that are shaping the future of retail and security.
- Cross‑Functional Collaboration: Partner with product, engineering, sales, and operations to deliver seamless customer experiences.
- Direct Impact on Product Roadmap: Feed real customer insights straight into the development cycle.
- Fast‑Moving, High‑Impact Environment: Your initiative and results are rewarded and recognized.
- Flexible, Remote‑First Culture: Work from anywhere in Europe with flexible hours that respect work‑life balance.
About the Role: Customer Experience Specialist – Level I
We are seeking 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 the first line of support for our global client base, you will handle inquiries via phone, email, in‑app chat, and our internal CRM platform. You will ensure that every interaction reflects the high standards of brighthush, 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 our video‑conferencing platform, 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 our internal platform.
- 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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