Welcome to brighthush – Where Every Interaction Sparks Connection

At brighthush, we’re more than a customer‑experience platform; we’re a global movement that reimagines how brands converse with their audiences. With a presence in over 30 countries, we empower businesses to deliver human‑centric experiences that transform first‑time buyers into lifelong advocates. Our mission is simple yet powerful: create moments that matter, one interaction at a time.

Why brighthush Stands Out in the Customer Experience Landscape

Customer experience is the heartbeat of every successful business, and at brighthush we treat it as an art form backed by data, technology, and, most importantly, people. If you thrive on turning challenges into opportunities and want to be part of a culture that values trust, empowerment, and continuous learning, you’ll find a home here.

• Trust & Transparency: Open communication, honest feedback loops, and a flat hierarchy that encourages every voice.
• Empowerment: Autonomy to make decisions, experiment, and own outcomes.
• Growth Mindset: Structured learning paths, mentorship, and a commitment to your professional development.
• Impact: Every interaction you handle directly influences our brand reputation and customer loyalty.
• Flexibility: Work from anywhere, on a schedule that fits your life.
• Community: A global network of passionate professionals who celebrate diversity and inclusion.

Role Overview: Remote Customer Experience Specialist

We’re looking for a seasoned Remote Customer Experience Specialist who thrives on solving problems, building relationships, and delivering outstanding service from the comfort of their own home. If you’re passionate about listening, empathizing, and turning challenges into opportunities, you’ll fit right in at brighthush. This role is ideal for candidates who value flexibility, autonomy, and a supportive team environment.

Day in the Life

Picture this: You start your day with a quick stand‑up on our internal communication channel, review the latest customer sentiment reports, and then dive into a mix of live chat, email, and phone interactions. Throughout the day, you’ll:

• Handle inbound inquiries with a friendly, solution‑oriented approach.
• Document every interaction in our CRM, ensuring data integrity.
• Collaborate with product and engineering teams to resolve complex issues.
• Share insights during daily huddles, helping the team refine processes.
• Wrap up with a brief reflection on what went well and what could improve.

Key Responsibilities

• Customer Interaction: Manage inbound calls, emails, live chats, and IVR interactions with professionalism and a friendly tone.
• Problem Resolution: Diagnose issues, provide accurate solutions, and follow up to ensure customer satisfaction.
• Product Knowledge: Maintain up‑to‑date knowledge of brighthush products and services to answer questions confidently.
• Data Capture: Record detailed notes in the CRM, tagging relevant insights for future analysis.
• Process Improvement: Identify recurring pain points and propose actionable improvements to product and support teams.
• Team Collaboration: Participate in cross‑functional meetings to align on customer experience goals.
• Quality Assurance: Review and provide feedback on peer interactions to maintain high service standards.
• Compliance & Security: Follow data protection policies and maintain confidentiality of customer information.
• Performance Metrics: Track and report on key performance indicators such as CSAT, NPS, first‑contact resolution, and average handling time.
• Continuous Learning: Engage in ongoing training sessions, webinars, and industry conferences to stay ahead of CX trends.

Essential Qualifications

• 3+ years of experience in customer support, preferably in a SaaS or e‑commerce environment.
• Proven track record of handling high‑volume, multi‑channel support with a focus on empathy.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong analytical mindset with the ability to interpret customer sentiment and translate it into actionable insights.
• Comfortable using CRM systems (e.g., Salesforce, Zendesk, HubSpot) and collaboration tools (Slack, Teams, Zoom).
• Self‑motivated, detail‑oriented, and able to thrive in a remote, asynchronous work environment.
• Valid home office setup with reliable high‑speed internet and a quiet workspace.

Preferred Qualifications

• Experience in a high‑growth startup or global tech company.
• Knowledge of customer journey mapping and experience design principles.
• Familiarity with data privacy regulations (GDPR, CCPA).
• Previous involvement in process improvement or quality assurance initiatives.
• Certifications in customer service or support (e.g., CSAT, NPS).
• Experience with analytics dashboards and reporting tools.

Skills & Competencies

• Empathy & Active Listening: Ability to understand and validate customer emotions.
• Problem‑Solving: Quick diagnosis and Apply for this job