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Senior Customer Care Specialist – Multi‑Channel Support & Service Excellence at brighthush
About brighthush
At brighthush, we’re redefining the way people experience rest and recovery. Our mission is simple yet powerful: to deliver the most restorative, supportive, and life‑changing comfort on the planet. From our patented GelFlex® Grid technology to our community‑first initiatives, we’re constantly pushing the boundaries of what a good night’s sleep can do for human potential. When you join brighthush, you’re not just stepping into a role—you’re becoming part of a movement that believes investing in better sleep fuels happiness, personal growth, and a more connected world.
Why the Customer Care Specialist Role Matters
As a Customer Care Specialist—or as we affectionately call them, Comfort Gurus—you’ll be the frontline ambassador of brighthush’s promise. Whether you’re handling calls, chats, emails, or social media inquiries, your mission is to provide world‑class, professional support that turns every customer interaction into a memorable experience. Your work will span core servicing, warranty, shipping, and returns, ensuring that every touchpoint reflects the same high standard of care.
Key Responsibilities
- Respond promptly and professionally to customer inquiries across phone, chat, email, text, and social media channels.
- Process product orders accurately using the eCommerce application, ensuring a seamless checkout experience.
- Assist customers with website navigation, troubleshoot technical issues, and guide them through the online purchase journey.
- Document every interaction in detail, maintaining clear and comprehensive notes for future reference.
- Maintain and exceed customer satisfaction scores, quality monitoring ratings, and productivity metrics.
- Adhere to scheduled shifts, utilization targets, and overall performance standards.
- Stay current on all brighthush products, warranty, returns, and refund policies to provide accurate information.
- Collaborate cross‑functionally with chat, email, and phone teams to resolve complex customer issues.
- Adapt to remote work when necessary due to weather or system outages, while completing all required training and certifications.
- Participate in in‑office meetings, training sessions, and team collaboration when on site.
Essential Qualifications
- High School Diploma or GED (some college coursework preferred).
- Minimum of two years of customer service experience, ideally in a call center environment.
- Typing speed of at least 30 words per minute.
- Experience with inContact, NetSuite, or Zendesk is highly desirable.
- Knowledge of the mattress or sleep‑product industry is a plus.
- Basic sales experience or a demonstrated ability to upsell and cross‑sell is preferred.
Preferred Skills & Competencies
- Exceptional verbal and written communication skills.
- Strong problem‑solving abilities and a proactive mindset.
- Adaptability to changing priorities and a willingness to learn new tools quickly.
- Empathy and a genuine desire to help customers achieve better sleep.
- Team player who thrives in a collaborative, fast‑paced environment.
- High level of professionalism and integrity in all customer interactions.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As a Customer Care Specialist, you’ll have access to:
- Comprehensive onboarding and ongoing training programs, including the PWP certification and product knowledge modules.
- Mentorship from senior support leaders who share their expertise and career insights.
- Clear career pathways into supervisory roles, product support, or cross‑functional positions such as Sales, Marketing, or Operations.
- Regular performance reviews that highlight strengths and identify growth areas.
- Opportunities to lead special projects, process improvements, or customer experience initiatives.
Work Environment & Company Culture
brighthush is built on a foundation of curiosity, collaboration, and courage. Our culture encourages:
- Open communication—your ideas are heard and valued.
- Continuous learning—whether through formal training or informal knowledge sharing.
- Work‑life balance—flexible scheduling, remote work options, and a supportive team.
- Community impact—participation in Give Back Days and local outreach programs.
- Celebration of diversity—every voice matters, and we celebrate what makes each of us unique.
Compensation & Benefits
We offer a competitive hourly rate of $15.00 – $17.50, commensurate with experience and performance. In addition to base pay, you’ll enjoy:
- Comprehensive Health & Wellness benefits, including medical, dental, and vision coverage.
- 401(k) plan with company match to help you build a secure financial future.
- Paid Time Off (PTO) and holiday pay to recharge and celebrate life’s milestones.
- Parental leave and sick/wellness time to support you and your family.
- Annual sabbatical for long‑term employees to pursue personal or professional growth.
- Employee discount on all brighthush products, plus a complimentary mattress to experience our comfort firsthand.
- Give Back Day—dedicated time to volunteer and give back to the community.
Equal Opportunity & Workplace Standards
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. Discrimination or harassment of any kind—based on race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic—is strictly prohibited.
In accordance with Massachusetts law, we do not require or administer lie detector tests as a condition of employment or continued employment.
Ready to Make a Difference?
If you’re passionate about delivering exceptional customer experiences, eager to grow in a supportive and innovative environment, and ready to help people achieve better sleep, we want to hear from you. Join brighthush and become part of a team that values curiosity, collaboration, and courage. Together, we’ll continue to push the boundaries of comfort and create a world where everyone can rest and thrive.