About brighthush and the Customer Experience Revolution

At brighthush, we believe that every interaction with a customer is an opportunity to create lasting value and build brand loyalty. As a global leader in customer experience solutions, brighthush empowers businesses to deliver seamless, personalized support across phone, email, chat, and social media. Our mission is to transform ordinary customer service into extraordinary experiences that delight, retain, and advocate for our clients’ customers.

We are currently expanding our frontline team and looking for a dedicated, empathetic, and process‑oriented Senior Tier 1 Customer Experience Agent to join our remote, distributed workforce. If you thrive in a fast‑paced environment, love solving problems, and are passionate about turning every customer touchpoint into a positive story, brighthush is the place for you.

Key Responsibilities – Your Impact in Every Interaction

• Multi‑Channel Support: Respond to customer inquiries via phone, email, chat, and other assigned channels with speed, accuracy, and a friendly tone.
• Issue Resolution: Resolve routine customer issues efficiently using established procedures, while exercising sound judgment to determine the best course of action.
• Escalation Management: Identify complex, sensitive, or unresolved cases and seamlessly hand them off to Tier 2 or Tier 3 agents or the CX Supervisor, providing full context and documentation.
• Follow‑Up & Closure: Ensure all open cases are closed satisfactorily, following up with customers as needed to confirm resolution and gather feedback.
• Product & Policy Mastery: Maintain an up‑to‑date knowledge base of brighthush products, services, policies, and support procedures.
• Documentation & CRM Excellence: Accurately record all customer interactions, issue details, and resolution outcomes in our CRM system, ensuring data integrity and audit readiness.
• Feedback Collection: Capture customer feedback during interactions, noting recurring themes and pain points for continuous improvement.
• Process Improvement: Analyze patterns in customer inquiries and share insights with the CX Supervisor to inform product and process enhancements.
• Team Collaboration: Work cooperatively with fellow agents and support staff to maintain service continuity, share knowledge, and support shared queue coverage.
• Quality & Performance Standards: Meet or exceed KPIs such as response time, first‑contact resolution (FCR), and customer satisfaction (CSAT). Participate in quality assurance reviews and apply feedback to improve performance.

Essential Qualifications – What We Expect

• Minimum of one year of experience in an inbound call center environment, preferably supporting multiple brands.
• Strong customer focus: empathy, patience, and a genuine commitment to positive resolution.
• Process adherence: consistent application of workflows, service standards, and documentation requirements.
• Clear communication: concise, accurate, and tone‑appropriate written and verbal communication.
• Problem‑solving mindset: methodical assessment of issues, effective use of tools, and timely escalation when needed.
• Reliability & ownership: consistent attendance, punctuality, and follow‑through on commitments.
• Continuous learning: proactive engagement with training, coaching, and feedback to stay current on product and policy updates.

Preferred Qualifications – Bonus Points

• Experience with CRM platforms such as Salesforce, Zendesk, or similar.
• Knowledge of the tech or consumer electronics industry.
• Previous experience in a Tier 1 or Tier 2 support role within a distributed, remote team.
• Fluency in multiple languages.
• Certification in customer service or related fields.

Core Skills & Competencies for Success

• Empathy & Customer‑First Mindset: Ability to put yourself in the customer’s shoes and prioritize their needs.
• Communication: Clear, concise, and professional communication across all channels.
• Time Management: Efficient handling of multiple concurrent tickets while maintaining quality.
• Technical Aptitude: Comfortable learning new software, troubleshooting basic technical issues, and navigating CRM systems.
• Team Collaboration: Willingness to share knowledge, support colleagues, and contribute to a positive team culture.
• Adaptability: Ability to adjust to changing processes, policies, and customer expectations.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Tier 1 agent, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and advanced troubleshooting.
• Mentorship from senior agents and CX leaders to accelerate your growth.
• Clear career pathways: progression to Tier 2, Team Lead, or CX Manager roles.
• Cross‑functional projects that expose you to product development, marketing, and sales teams.
• Regular performance reviews with actionable feedback and goal setting.

Work Environment & Company Culture

brighthush is a fully distributed, remote-first organization. Your work will be conducted from the comfort of your own home, with the flexibility to manage your schedule within the fixed shift requirements. We foster a culture of:

• Inclusivity & Diversity: A welcoming environment for all backgrounds and identities.
• Collaboration: Open communication channels, regular virtual team meetings, and cross‑departmental collaboration.
• Innovation: Encouragement to experiment, share ideas, and drive continuous improvement.
• Well‑Being: Support for mental and physical health through wellness allowances, mental health days, and an Employee Assistance Program.

Compensation, Perks, and Benefits

We offer a competitive salary package that includes:

• Base salary commensurate with experience and market rates.
• Annual performance bonus potential.
• Employer‑matched 401(k) plan.
• Comprehensive medical, dental, and vision insurance with generous employer contributions (including HSA).
• Maternity and paternity leave with full benefits.
• Three weeks of paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule.
• Annual wellness allowance and a paid mental health day each year.
• Automatic work‑from‑home stipend added to each paycheck.
• Employee Assistance Program (EAP) for confidential support.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristic. We provide reasonable accommodations for candidates with disabilities throughout the hiring process. To request an accommodation, please email pops@brighthush.com.

Ready to Join brighthush?

If you are ready to make a tangible difference in the lives of customers worldwide, bring your passion for service, and grow your career in a supportive, innovative environment, we want to hear from you. Apply today and become a key player in shaping the future of customer experience at brighthush.