Welcome to brighthush – Where Technology Meets Exceptional Service

At brighthush, we’re more than a technology provider; we’re a movement that reimagines how people connect with the digital world. Our mission is simple yet powerful: to make every customer feel heard, understood, and excited about the possibilities that modern devices and services bring into their lives. We’re a vibrant community of innovators, problem‑solvers, and storytellers who thrive on curiosity, collaboration, and a relentless focus on customer delight. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your ideas can shape the future of customer experience.

Role Overview: Senior Customer Experience Champion

As a Senior Customer Experience Champion at brighthush, you’ll be the frontline advocate for our customers, ensuring that every interaction is not only resolved but also enriched with value. Working remotely from your home office, you’ll blend technical support, proactive discovery, and sales acumen to create memorable experiences that keep customers loyal and engaged. Your day will involve troubleshooting device and service issues, guiding customers through billing and plan options, and turning every conversation into an opportunity to add value.

Why Join brighthush?

• Be part of a culture that celebrates bold ideas and authentic voices.
• Work in a flexible, remote environment with occasional in‑person training and collaboration.
• Grow your career through continuous learning, mentorship, and clear advancement pathways.
• Enjoy a comprehensive benefits package that supports your health, wellness, and financial future.
• Be a key player in a company that is reshaping the telecommunications landscape.
• Contribute to a mission‑driven organization that values sustainability and community impact.
• Collaborate with cross‑functional teams that bring together engineering, product, marketing, and data science.
• Participate in innovation hackathons and idea‑sharing sessions that shape new product features.

Key Responsibilities

• First‑Contact Resolution: Resolve customer inquiries and issues on the first interaction, ensuring a smooth and efficient experience.
• Proactive Value Discovery: Identify opportunities to enhance the customer’s experience by recommending relevant products and services that align with their needs.
• Technical Support: Troubleshoot hardware, software, network, and device issues, providing clear, step‑by‑step guidance to customers.
• Billing & Account Management: Explain billing statements, plan details, and account changes with clarity and empathy.
• Sales & Upselling: Meet or exceed monthly sales targets by promoting brighthush’s portfolio of phones, home internet, and additional services.
• Customer Advocacy: Serve as a brand ambassador, ensuring every customer feels valued and understood.
• Data Accuracy: Maintain accurate records of customer interactions, solutions, and follow‑up actions in our CRM system.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements.
• Team Collaboration: Work closely with cross‑functional teams—product, engineering, marketing—to relay customer feedback and drive product improvements.
• Compliance & Security: Adhere to all privacy, security, and regulatory guidelines when handling customer data.
• Mentorship & Leadership: Mentor junior team members, share knowledge, and help build a high‑performing support community.
• Analytics & Reporting: Generate and analyze performance metrics to identify trends, forecast demand, and recommend operational improvements.

Essential Qualifications

• Bachelor’s degree or equivalent experience in customer service, communications, or a related field.
• Minimum of one year of customer service experience, preferably in a call‑center environment.
• Experience resolving complex customer issues, including escalations and billing disputes.
• Strong sales acumen with a proven track record of meeting or exceeding revenue goals.
• Willingness to work a rotating schedule, including nights, weekends, and holidays.
• Ability to work independently in a remote setting, managing your own workspace and technology.
• Proficiency with brighthush Office Suite and brighthush Workspace (Docs, Sheets).
• Excellent verbal and written communication skills.
• Strong problem‑solving skills and a customer‑centric mindset.
• Demonstrated ability to adapt to new technologies and processes quickly.

Preferred Qualifications

• Prior experience in a technology or telecommunications sales role.
• Knowledge of hardware troubleshooting (phones, routers, tablets).
• Experience with CRM systems and call‑center software.
• Familiarity with brighthush’s product portfolio and service offerings.
• Strong analytical skills and the ability to interpret customer data to drive upsell opportunities.
• Experience with remote collaboration tools and virtual meeting platforms.
• Certifications in customer experience, technical support, or sales (e.g., ITIL, CompTIA A+).
• Fluency in multiple languages to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help.
• Problem‑Solving: Ability to diagnose and resolve issues quickly and accurately.
• Sales Proficiency: Persuasive communication and a consultative approach to upselling.
• Technical Aptitude: Comfortable navigating multiple systems and troubleshooting device issues.
• Time Management: Efficiently handle a high volume of calls while maintaining quality.
• Adaptability: Thrive in a fast‑moving environment with evolving products and processes.
• Team Collaboration: Work effectively with cross‑functional teams, even from a remote setting.
• Data‑Driven Decision Making: Use customer data to identify trends and opportunities.
• Communication Excellence: Clear, concise, and engaging in both written and verbal formats.
• Leadership Potential: Ability to guide, inspire, and develop peers.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured onboarding and continuous training programs that keep you at the cutting edge of technology and customer service.
• Mentorship from senior customer experience leaders who share their expertise and guide your career path.
• Opportunities to transition into technical support, sales management, or product specialist roles based on your interests and performance.
• Leadership development tracks for high‑potential employees, including coaching, stretch assignments, and executive shadowing.
• Regular performance reviews with clear metrics and growth pathways, ensuring you always know where you stand and how to advance.
• Access to industry conferences, webinars, and certifications that enhance your skill set and marketability.
• Cross‑departmental projects that expose you to product development, marketing strategy, and data analytics.
• Annual “Innovation Day” where you can pitch new ideas and collaborate with senior leaders.

Work Environment & Culture

Our remote work model empowers you to balance professional and personal commitments. You will:

• Operate from a dedicated home office that meets our connectivity and privacy standards.
• Participate in quarterly in‑person training sessions and team events that foster collaboration and camaraderie.
• Engage in weekly virtual huddles and monthly town‑hall meetings to stay connected with the broader brighthush community.
• Enjoy a flexible schedule that respects your life outside of work, while still meeting customer needs.
• Be part of a culture that values transparency, continuous improvement, and a shared commitment to customer delight.
• Join a diverse and inclusive workforce that celebrates different perspectives and backgrounds.
• Benefit from a “no‑meeting” day each month to focus on deep work and personal projects.
• Access a virtual “coffee break” channel for spontaneous collaboration and social connection.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and industry standards.
• Performance‑based bonuses tied to sales targets and customer satisfaction metrics.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match to help you secure your future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work‑from‑home stipend to support your home office setup.
• Employee wellness program, including mental health resources and fitness subsidies.
• Access to a wide range of employee discounts on technology, travel, and more.
• Paid parental leave and family‑friendly policies.
• Annual stipend for professional development courses and certifications.
• Company‑sponsored volunteer days to give back to the community.

Ready to Make an Impact?

If you’re passionate about delivering world‑class customer experiences, thrive in a fast‑paced, tech‑centric environment, and want to grow your career while making a real difference, brighthush invites you to apply. Join us in redefining the future of customer service and technology—one conversation at a time.

Apply Now and Become a brighthush Champion!