About brighthush and the Opportunity
At brighthush, we’re redefining the way people experience customer service. Our mission is to create a world where every interaction is seamless, empathetic, and transformative. As a leading innovator in the tech‑enabled support space, we empower teams to deliver exceptional service across phone, live chat, and ticketing systems. We’re looking for a seasoned Senior Customer Experience Advocate to join our remote, day‑shift team and help us raise the bar for client satisfaction.
Why brighthush?
- Remote‑First Culture – Work from anywhere while staying connected with a vibrant, collaborative community.
- Impactful Work – Your expertise will directly shape the customer journey and influence product improvements.
- Growth & Development – Access to continuous learning, mentorship, and clear career progression.
- Competitive Compensation – Earn between $55,000 and $68,000 annually, with performance bonuses up to 10% each.
- Comprehensive Benefits – Health, dental, vision, 401(k) with up to 6% match, 40 days PTO, and a $200/month home‑office stipend.
Key Responsibilities
As a Senior Customer Experience Advocate, you will be the frontline champion for our clients, ensuring every interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day duties will include:
- Managing high‑volume inbound and outbound communications via phone, live chat, and ticketing platforms.
- Resolving complex customer issues, ranging from technical troubleshooting to policy clarifications, with patience and sound judgment.
- Escalating unresolved cases to specialized teams while maintaining clear documentation and follow‑up.
- Collaborating with cross‑functional stakeholders (Product, Engineering, Sales) to provide feedback and drive continuous improvement.
- Maintaining accurate, real‑time records of customer interactions in our CRM system.
- Monitoring and meeting key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores.
- Mentoring junior team members, sharing best practices, and fostering a culture of learning and accountability.
- Participating in regular training sessions to stay current on product updates, industry trends, and compliance requirements.
Essential Qualifications
We’re looking for a professional who brings a blend of experience, skill, and passion for customer advocacy:
- Minimum 3–5 years of experience in a customer support or service role, preferably in a tech or SaaS environment.
- Proven track record of handling complex, high‑impact customer cases with a focus on resolution and satisfaction.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly.
- Strong analytical mindset, capable of diagnosing issues, identifying root causes, and proposing actionable solutions.
- Proficiency with ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and collaboration tools (Slack, Teams).
- Demonstrated ability to work independently in a remote setting, managing time effectively and staying organized.
- High emotional intelligence, patience, and a genuine desire to help customers succeed.
- Knowledge of data privacy regulations (GDPR, CCPA) and a commitment to maintaining confidentiality.
Preferred Qualifications
These additional credentials will set you apart:
- Experience in a senior or lead support role, managing escalations and coaching peers.
- Background in technical support for cloud or software products.
- Certifications in customer service excellence (e.g., CX Academy, ITIL).
- Fluency in multiple languages, enhancing support for a global customer base.
- Experience with data analytics tools (Excel, Tableau) to track and report on support metrics.
Skills & Competencies
Success at brighthush requires a blend of soft and hard skills:
- Customer‑Centric Mindset – Always putting the customer’s needs first.
- Problem‑Solving – Turning challenges into opportunities for improvement.
- Adaptability – Thriving in a fast‑paced, evolving environment.
- Collaboration – Working seamlessly with cross‑functional teams.
- Time Management – Balancing multiple priorities while maintaining quality.
- Technical Aptitude – Quickly learning new tools and platforms.
- Leadership – Mentoring and inspiring junior advocates.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Customer Experience Advocate, you’ll have access to:
- Structured career paths leading to roles such as Support Manager, Customer Success Lead, or Product Specialist.
- Regular skill‑building workshops, webinars, and industry conferences.
- Mentorship programs pairing you with senior leaders across the organization.
- Cross‑departmental projects that broaden your exposure to product development, marketing, and sales.
- Performance‑based promotions and bonus opportunities tied to measurable impact.
Work Environment & Culture
Our remote, inclusive culture is built on trust, transparency, and continuous improvement. You’ll experience:
- Flexible work hours within the day shift window, allowing you to balance personal commitments.
- Regular virtual team huddles, social events, and wellness initiatives.
- A culture that celebrates diversity, equity, and belonging.
- Open communication channels with leadership, ensuring your voice is heard.
- Access to cutting‑edge tools and technology that streamline your workflow.
Compensation & Benefits
We offer a competitive, transparent compensation package designed to reward your expertise and dedication:
- Base Salary – $55,000 to $68,000 per year, commensurate with experience.
- Performance Bonuses – Up to 10% of base salary for both individual and company achievements.
- Health & Wellness – Comprehensive medical, dental, and vision plans.
- Retirement Savings – 401(k) with up to 6% company match.
- Paid Time Off – 40 days of PTO annually, plus holidays.
- Home‑Office Stipend – $200 per month to support your remote workspace.
- Additional perks such as professional development allowances, wellness reimbursements, and employee recognition programs.
How to Apply
Ready to elevate customer experiences and grow your career with brighthush? Click the link below to submit your application and join a team that values innovation, empathy, and excellence.
Apply to this role at brighthush
Closing Statement
At brighthush, every customer interaction is an opportunity to make a lasting impact. If you’re a seasoned advocate who thrives on solving complex problems, guiding customers to success, and leading by example, we want to hear from you. Join us, and together we’ll create a future where customer support isn’t just a function—it’s a transformative experience.
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