Customer Experience Lead

Who We Are:

Bryte, maker of the first science-based, purpose-built sleep experience, was founded to solve the modern crisis of sleep.Founded in Silicon Valley, Bryte is the first technology platform designed to promote restorative sleep. Available for purchase through bryte.com or through select hotel partners, Bryte's product portfolio is powered by Bryte's proprietary Restorative-AI™ that harnesses innovative technology to optimize sleep. Bryte’s smart beds do this through technology that removes pressure imbalances before they wake you, contoured positioning, adjustable comfort, and its unique immersive relaxation experiences that sync gentle head-to-toe motion in the mattress with curated audio.

Customer Support Lead

Role Overview:

At Bryte, we believe that customer service is a core part of our business and a crucial component to contribute to company success and to getting our Bryte community one step closer to getting better sleep. Direct communication with our Bryte community is the best way for us to learn about their experiences and solve pain points.

We are looking for a Customer Experience Lead to be the 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.

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.

Bryte is a collaborative environment where we encourage each discipline member to share feedback, suggestions, and learnings for any aspect of a customer’s experience. We love to create, test, iterate, and improve.

You should be a self-starter with excellent verbal and written communication skills who wants to work in a vibrant, virtual environment. You love to help people and make their day. You are smart, passionate, and love problem-solving.

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.

Product understanding

• Dive into understanding our products, features, capabilities, and most important expected experience
• Learn about sleep and sleep improvement

Qualifications:

• 2+ years in customer service, customer success, or inside sales roles (premium consumer brand experience a plus).
• Strong communication 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.
• Passion for wellness, technology, and helping people sleep better.

Benefits & Growth:

• Base salary: $50K–$65K, depending on experience.
• Plus, performance incentives tied to sales conversions and customer satisfaction
• Benefits: health, dental, vision, and wellness perks.
• Growth opportunity: potential to help shape and lead Bryte’s customer experience function as the company scales.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: Remote