About brighthush
brighthush is a leading global training and enablement platform that empowers enterprises to thrive in an era of rapid change and AI‑driven work. Leveraging the world’s most trusted system for enterprise agility, SAFe®, and a growing portfolio of AI education programs, brighthush serves a network of over 400 partners and has trained more than 2 million professionals worldwide. Our mission is simple: help organizations unlock their full potential by mastering Agile at Scale, AI Native, and continuous learning.
Why Join brighthush?
At brighthush, we believe that the best ideas come from collaboration, curiosity, and a relentless focus on customer success. As a member of our Customer Experience team, you will be at the heart of our global community, ensuring that every partner and learner receives world‑class support. You’ll work in a dynamic, high‑energy environment that values innovation, personal growth, and the freedom to make an impact.
Key Responsibilities
- Front‑Line Customer Support: Deliver prompt, courteous assistance to customers and partners via phone, email, chat, and live events.
- Case Management: Log, prioritize, and resolve support tickets using our tiered system, ensuring SLA compliance and customer satisfaction.
- Community Platform Training: Conduct live and recorded training sessions on the brighthush Community Platform, helping users navigate resources, forums, and learning paths.
- Exam & Certification Administration: Schedule exams, manage surveys, process certification results, and follow up with learners to ensure a seamless certification journey.
- Courseware Distribution: Coordinate the licensing and delivery of courseware purchases, ensuring timely access for partners and customers.
- Process Improvement: Document and refine customer operations processes, identifying bottlenecks and proposing scalable solutions.
- Event Support: Assist in the planning and execution of training classes, webinars, and partner events, acting as the primary point of contact for attendees.
- Cross‑Functional Collaboration: Work closely with Partner Development, Enterprise Solutions, and Marketing teams to elevate the overall partner and enterprise experience.
- Content Management: Maintain the Learning Management System (LMS) with up‑to‑date exams, courseware, and video content.
- Project Execution: Take ownership of ad‑hoc projects that drive business growth, such as new feature rollouts or process automation initiatives.
- Continuous Improvement: Analyze customer feedback, identify trends, and recommend enhancements to improve Net Promoter Score (NPS), Customer Effort Score (CES), and overall satisfaction.
Essential Qualifications
- Minimum 2 years of experience in customer support, preferably within learning, certification, or membership‑based organizations.
- Proven ability to exercise sound judgment and proactively resolve member issues.
- Strong proficiency with office productivity tools: Gmail, Google Workspace, Confluence, Salesforce, and customer success platforms.
- Advanced Excel and Google Sheets skills (VLOOKUPs, formulas, pivot tables, data analysis).
- Familiarity with Salesforce is a plus.
- Experience thriving in a high‑volume environment, consistently meeting KPIs for Customer Satisfaction, NPS, and CES.
- Exceptional problem‑solving skills with a creative, solution‑oriented mindset.
- Clear, concise, and engaging written communication style.
- Excellent organizational skills, meticulous attention to detail, and a deadline‑driven approach.
- Self‑starter who can work independently while knowing when to seek guidance.
- Strong time‑management abilities, capable of prioritizing tasks and delivering superior customer service.
Preferred Qualifications
- Experience in a SaaS or LMS environment.
- Knowledge of Agile frameworks, especially SAFe®, and AI‑driven learning solutions.
- Previous exposure to partner‑centric support or enterprise‑level customer success.
- Multilingual capabilities to serve a global customer base.
- Certifications in customer success, Agile, or project management.
Skills & Competencies
- Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning challenges into opportunities.
- Communication: Ability to articulate complex concepts in simple, relatable language.
- Analytical Thinking: Data‑driven decision making and continuous process refinement.
- Adaptability: Comfortable navigating ambiguity and rapidly evolving priorities.
- Collaboration: Proven track record of working cross‑functionally to achieve shared goals.
- Tech Savvy: Quick to learn new tools, platforms, and emerging technologies.
Career Growth & Learning Opportunities
At brighthush, your career path is as expansive as our global footprint. We provide:
- Structured onboarding and mentorship programs to accelerate your learning curve.
- Access to a library of internal courses, certifications, and industry conferences.
- Clear promotion tracks from Customer Experience Representative to Senior Specialist, Manager, and beyond.
- Opportunities to lead cross‑functional projects, influencing product strategy and customer success initiatives.
- Regular performance reviews with actionable feedback and personalized development plans.
Work Environment & Culture
brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model means you can work from anywhere in the U.S., while still feeling connected through:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Digital collaboration tools (Slack, Teams, Confluence) that keep communication fluid.
- Annual virtual retreats and quarterly hackathons to spark innovation.
- Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
Compensation & Benefits
We offer a competitive hourly rate of $20.00–$26.00, translating to an annual salary range of $43,000–$55,000 for full‑time roles. In addition to base pay, you’ll enjoy:
- Comprehensive health, dental, and vision insurance plans.
- Optional supplemental insurance products.
- 401(k) plan with company match.
- Flexible paid time off (FTO) and a company‑paid sabbatical after seven years of service.
- Performance‑based bonus structure and equity options.
- Continuous learning stipend and access to industry conferences.
Remote Work & Scheduling
This is a U.S.‑based remote position. We require coverage during one of the following time zones:
- 10 AM – 7 PM EST
- 9 AM – 6 PM CST
- 8 AM – 5 PM MST
Flexibility is encouraged, and we support a healthy work‑life balance.
How to Apply
Ready to elevate your career and make a tangible impact on a global community? Submit your application today and join the brighthush family. We review applications on an ongoing basis, so don’t wait—apply now and help shape the future of Agile learning.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.
AI‑Assisted Recruitment
Our hiring process incorporates AI tools to streamline candidate screening, but every decision is ultimately made by human recruiters who review your qualifications and match them to our needs.
We look forward to welcoming you to brighthush—where your expertise meets purpose, and your career scales new heights.
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