About brighthush
brighthush is redefining the way people connect, communicate, and experience wireless freedom. As the first fully digital carrier in the United States, we have eliminated the need for physical stores, call centers, and paper bills, allowing us to pass savings directly to our members. Our mission is simple yet bold: to make wireless accessible, inclusive, and effortless for everyone. We do this by building a member‑centric ecosystem that thrives on community, innovation, and a relentless focus on customer experience.
At brighthush, we blend the agility of a startup with the resources of a global leader. While we operate independently, we benefit from the scale, technology, and support of our parent organization, ensuring that every member enjoys the best of both worlds. Our culture is built on collaboration, authenticity, and a shared commitment to continuous learning. We celebrate diversity, foster belonging, and empower every team member to bring their whole self to work.
Why Join brighthush?
As a Senior Executive Relations Customer Service Representative, you will be at the forefront of our mission, handling the most urgent, complex, and sensitive interactions with executives, regulatory agencies, and high‑profile customers. Your work will directly influence the brand’s reputation, member satisfaction, and the strategic direction of our customer experience initiatives.
We offer a dynamic, hybrid work environment that values flexibility, creativity, and impact. You’ll collaborate with cross‑functional teams—Legal, PR, Engineering, and Product—while driving systemic improvements that shape the future of wireless. Your expertise will help us resolve escalated cases, negotiate settlements, and develop data‑driven insights that inform product and service enhancements.
Key Responsibilities
- Executive & Regulatory Liaison: Serve as the primary point of contact for executive-level inquiries and regulatory agency interactions, ensuring timely, accurate, and compliant responses.
- Complex Case Management: Resolve inbound cases from phone, email, and government agencies, de‑escalating conflicts and negotiating solutions that align with business objectives.
- Root Cause Analysis: Analyze customer data—including complaints, promotional trends, and network performance—to identify systemic issues and recommend actionable improvements.
- Cross‑Functional Collaboration: Partner with PR, Legal, Engineering, and Vendor teams to address high‑profile escalations, ensuring consistent and professional outcomes.
- Knowledge Management: Maintain deep product knowledge, contribute to internal knowledge bases, and share insights globally to reduce future escalations.
- Process & Product Feedback: Use feedback loops to report breakpoints, propose workflow modifications, and drive product experience enhancements.
- Project & Time Management: Self‑manage workload, set milestones, and meet deadlines for complaint resolution and departmental projects.
- Social Media & Public Relations: Respond to and resolve complaints from social platforms (Twitter, Instagram, Reddit, etc.), and manage high‑visibility cases involving media or influencers.
- Small Claims Court Representation: Handle all aspects of small claims cases, from initial contact to court presentation, negotiating settlements to minimize financial impact.
- Continuous Improvement: Participate in team meetings, propose operational changes, and champion initiatives that elevate the member experience.
Essential Qualifications
- Bachelor’s degree or equivalent work experience (minimum four years).
- Three or more years of experience in a customer service or client relations role.
- Proven track record of resolving complaints and minimizing conflicts.
- Strong written and verbal communication skills, with the ability to craft clear, professional correspondence.
- Excellent problem‑solving and decision‑making abilities.
- Proficiency in using multiple systems, tools, and platforms to capture interactions and deliver timely resolutions.
- Ability to multitask across projects and meet strict deadlines.
- High level of professionalism and discretion when handling sensitive information.
Preferred Qualifications
- Advanced degree (MBA, Master’s, etc.) or relevant certifications.
- Experience responding to and resolving BBB, FCC, or Attorney General complaints.
- Business letter writing and formal communication experience.
- Project collaboration with cross‑channel teams.
- Knowledge of root‑cause analysis and account resolution strategies.
- Experience negotiating settlements in a legal or regulatory context.
- Familiarity with small claims court procedures.
Skills & Competencies
- Customer‑Centric Mindset: Deep empathy for members and a passion for delivering exceptional service.
- Analytical Thinking: Ability to interpret data, identify trends, and translate insights into actionable improvements.
- Stakeholder Management: Skilled at building relationships with internal teams, vendors, and external partners.
- Adaptability: Thrive in a fast‑moving environment with evolving business priorities.
- Leadership & Influence: Guide cross‑functional initiatives and influence decision‑making at senior levels.
- Technical Proficiency: Comfortable with CRM systems, knowledge bases, and collaboration tools.
- Conflict Resolution: Expert at de‑escalating tense situations and negotiating win‑win outcomes.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. You’ll have access to:
- Structured mentorship programs with senior leaders.
- Regular training on product updates, regulatory changes, and industry best practices.
- Opportunities to lead cross‑functional projects and initiatives.
- Clear progression tracks into senior customer experience roles, product management, or regulatory affairs.
- Participation in innovation labs and hackathons that shape the future of wireless.
Work Environment & Culture
Our hybrid model blends the flexibility of remote work with the collaboration of in‑person sessions. You’ll work from your home office most days, with occasional in‑person training, team meetings, and company events. We value:
- Work‑life balance and flexible scheduling.
- Open communication and transparent decision‑making.
- A culture that rewards creativity, initiative, and results.
- Inclusive practices that celebrate diversity and foster belonging.
- Continuous learning through workshops, webinars, and peer‑to‑peer knowledge sharing.
Compensation & Benefits
While specific figures vary by location, brighthush offers a competitive salary package that reflects your experience and expertise. In addition, you’ll enjoy:
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and a generous holiday schedule.
- 401(k) matching and financial wellness resources.
- Employee stock purchase plan and equity options.
- Wellness programs, including gym memberships and mental health support.
- Professional development budget and tuition reimbursement.
- Discounts on brighthush services and partner products.
Ready to Make an Impact?
If you’re a seasoned customer service professional who thrives on solving complex problems, engaging with executives, and driving systemic improvements, brighthush invites you to join our mission‑driven team. Bring your expertise, curiosity, and passion for excellence, and help us shape the future of wireless for millions of members worldwide.
Apply today and become a key player in a company that values innovation, inclusion, and impact. We look forward to welcoming you to the brighthush family.
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