Customer Experience Lead

Company Description

Bryte, founded in 2016 by Silicon Valley innovators, is a leading restorative sleep technology company powered by AI, known for its industry-leading Bryte Balance smart mattress, just recently chosen by Wired as the Best Smart Bed for 2026. The company sells Bryte Balance™ mattresses to consumers through Bryte.com and to select luxury hotels and wellness resorts across the USA. Bryte is committed to pioneering advancements in sleep technology to enhance customer well-being. For more information, visit Bryte.com.

Role Description

This is a full-time, remote role. As a Customer Experience Lead, you will be a primary interface between Bryte and our customers — before and after their purchase. This is a customer-facing role that blends education, empathy, and sales acumen. You’ll engage directly with prospective buyers via calls, emails, texts, and chats to answer questions and guide them through their decision. After purchase, you’ll ensure customers are supported and delighted with their Bryte experience. You will also track and report customer engagement, sales conversion and satisfaction metrics. Your role will involve collaborating with cross-functional teams to address customer needs and improve processes continuously.

This role is perfect for someone who loves connecting with people, is a natural problem-solver, and thrives at the intersection of customer service and consultative sales.

Responsibilities

• Serve as the first point of contact for all inbound customer communications (calls, emails, texts, chats).
• Educate potential customers about Bryte products, features, and benefits to help guide purchasing decisions.
• Deliver high-touch post-purchase support, ensuring smooth onboarding and setup of Bryte products.
• Troubleshoot issues and resolve customer concerns quickly and empathetically.
• Capture customer insights and feedback to help improve our products, services, and processes.
• Collaborate cross-functionally with sales, operations, and product teams to ensure a seamless customer journey.
• Track and report on customer interactions, key issues, and satisfaction metrics.

Qualifications

• 2+ years in customer service, customer success, or consumer-facing sales roles (premium consumer brand experience a plus).
• Strong communication and interpersonal skills across phone, email, and text; clear, empathetic, and persuasive.
• Comfortable guiding customers through complex, high-consideration purchases.
• Proven ability to troubleshoot and resolve issues with patience and professionalism.
• Highly organized with excellent follow-through.
• Experience using CRM, customer support, or sales enablement tools.
• Previous leadership experience in customer sales or service is an advantage
• Experience in mattress and/or wellness products is a plus
• Passion for wellness, technology, and helping people sleep better.