Senior Remote Customer Experience Specialist – Fitness Gear & Brand Support – Drive Exceptional Customer Journeys at brighthush

About brighthush

brighthush is more than a fitness apparel brand – we’re a movement that empowers people to live healthier, more active lives. From high‑performance running shoes to cutting‑edge wearable accessories, we blend science, style, and sustainability to help our community reach their personal best. As a fully remote organization, we unite a diverse team of innovators, designers, and customer advocates who share a passion for fitness and a commitment to excellence. Our culture is built on trust, autonomy, and collaboration, allowing every team member to thrive from anywhere in the world.

Why This Role Matters

In the fast‑evolving world of fitness tech, the customer experience is the bridge between product innovation and brand loyalty. As a Remote Customer Experience Specialist, you will be the voice of brighthush, turning every interaction into a memorable moment that reinforces our mission to inspire movement. Your work will directly influence product development, marketing strategy, and community engagement, making this role pivotal to our growth and success.

Key Responsibilities

• Customer Support Excellence: Deliver timely, empathetic responses to inquiries via email, chat, and social media, ensuring every customer feels heard and valued.
• Order Management & Fulfillment: Guide customers through the entire purchasing journey, resolve shipping or payment issues, and provide real‑time updates on order status.
• Product Knowledge Champion: Master our product lines, sizing guides, and care instructions to offer accurate, actionable advice that enhances the user experience.
• Tech & Device Assistance: Help customers set up wearable devices or accessories, troubleshoot common issues, and ensure optimal performance of our tech ecosystem.
• Feedback & Insight Capture: Record customer insights, identify emerging trends, and collaborate with product, marketing, and engineering teams to drive continuous improvement.
• Community Building: Engage with online forums, social media groups, and virtual events to strengthen brand advocacy and foster a sense of belonging among our community.
• Data Integrity & CRM Management: Log interactions accurately in our CRM, update customer records, and maintain high data quality standards to support analytics and reporting.
• Performance & KPI Ownership: Meet or exceed key metrics such as response time, resolution rate, and customer satisfaction scores, contributing to overall team success.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in retail or e‑commerce.
• Strong written and verbal communication skills in English.
• Proficiency with customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and basic CRM usage.
• Self‑motivated, detail‑oriented, and able to manage multiple tasks in a remote setting.
• Passion for fitness and an understanding of the fitness gear market.
• Availability to work flexible hours, including occasional evenings or weekends to support global customers.

Preferred Qualifications

• Experience with wearable technology or fitness accessories.
• Knowledge of e‑commerce order fulfillment processes.
• Multilingual abilities or experience serving a diverse customer base.
• Previous remote work experience with a distributed team.
• Familiarity with data analytics tools (e.g., Google Analytics, Tableau) for reporting customer trends.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Aptitude: Comfortable learning new software and troubleshooting basic tech problems.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Collaboration: Work seamlessly with cross‑functional teams such as Product, Marketing, and Logistics.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in people fuels innovation. As a Customer Experience Specialist, you will have access to a wealth of development resources designed to accelerate your career trajectory:

• Structured onboarding and continuous training covering product knowledge, customer service best practices, and industry trends.
• Mentorship from senior customer experience leaders who will guide your career path.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Community Manager.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual performance reviews with clear metrics for advancement and salary adjustments.
• Access to an unlimited learning stipend for courses, certifications, or conferences.

Work Environment & Company Culture

brighthush’s remote‑first culture is built on trust, autonomy, and collaboration. You’ll enjoy a supportive environment that encourages creativity, continuous learning, and a healthy work‑life balance:

• Weekly virtual team huddles and monthly all‑hands meetings to keep everyone aligned.
• Real‑time communication tools (Slack, Zoom, Microsoft Teams) for seamless collaboration.
• Digital knowledge base and shared resources for continuous learning.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Regular virtual social events, fitness challenges, and wellness initiatives to keep the community engaged.
• Flexible work hours and a results‑oriented approach that respects your personal schedule.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and paid parental leave.
• 401(k) matching program for long‑term financial planning.
• Unlimited learning stipend for courses, certifications, or conferences.
• Discounts on brighthush products and early access to new releases.
• Wellness benefits such as virtual fitness classes, mental health resources, and ergonomic support.
• Annual stipend for a home office upgrade to ensure you’re comfortable and productive.

How to Apply

Ready to become the friendly voice that keeps our customers coming back? Submit your application through our careers portal and tell us why you’re the perfect fit for brighthush. We look forward to exploring how your passion for customer service and fitness can help us elevate the brand experience.