Accessibility Customer Support Specialist – Digital Learning & Inclusive Education – Remote, 20 hrs/week

About brighthush

brighthush is a forward‑thinking, digitally‑native learning organization that empowers every learner to reach their full potential. With a portfolio of cutting‑edge educational tools, research‑backed content, and a commitment to inclusive design, brighthush is reshaping the way students and educators engage with digital learning. Our mission is simple yet ambitious: to make high‑quality education accessible, engaging, and effective for learners of all abilities, everywhere.

As we continue to expand our reach, we are looking for a dedicated Accessibility Customer Support Specialist to join our remote team. This role is pivotal in ensuring that our digital products remain inclusive, user‑friendly, and compliant with the highest accessibility standards. If you are passionate about bridging the gap between technology and learning, and you thrive in a fast‑paced, collaborative environment, we want to hear from you.

Key Responsibilities

• Monitor & Respond to Accessibility Inquiries: Act as the first line of support for learners and educators with disabilities. Handle tickets submitted via Salesforce Service Cloud, email, and the AccessText Network, ensuring timely and accurate responses that meet or exceed our service level agreements.
• Technical Troubleshooting & Guidance: Diagnose and resolve user‑facing accessibility and usability issues. Provide clear, step‑by‑step written instructions and, when necessary, schedule brief calls to walk users through solutions.
• Cross‑Functional Collaboration: Work closely with product, content, and sales teams to identify and prioritize technical blockers. Escalate issues to the appropriate stakeholders and coordinate timely resolutions.
• Jira Ticket Management: Create, update, and track Jira tickets related to accessibility remediation. Monitor milestone progress, coordinate with external remediation partners, and ensure completion of remediation workflows.
• Process Improvement & Documentation: Capture recurring user challenges and feedback. Develop and refine self‑service materials, response templates, and knowledge‑base articles to reduce future support volume.
• Follow‑Up & Quality Assurance: Conduct post‑resolution follow‑ups with customers to confirm that accessibility requests have been fully addressed and to gather additional feedback for continuous improvement.

Essential Qualifications

• Proven experience troubleshooting technical or usability issues with a customer‑centric approach.
• Strong ability to manage a high volume of time‑sensitive inquiries while balancing multiple priorities and meeting deadlines.
• Demonstrated discretion and sensitivity when handling confidential or sensitive user information.
• Self‑motivated, independent worker who thrives in a distributed team environment and escalates blockers proactively.

Preferred Capabilities

• Hands‑on experience supporting accessibility workflows, disability services, or assistive technology users.
• Familiarity with common assistive technologies such as screen readers (NVDA, JAWS), magnifiers, and text‑to‑speech tools.
• Excellent written and verbal communication skills, especially in translating technical instructions for non‑technical audiences.
• Experience with Salesforce Service Cloud, Jira, or the AccessText Network.

What You’ll Gain

• Professional Growth: Work alongside seasoned product managers, content strategists, and accessibility experts. Gain exposure to the full product lifecycle and the opportunity to influence future accessibility initiatives.
• Learning & Development: Access to internal training modules on accessibility standards (WCAG, Section 508), assistive technology, and customer‑support best practices. External webinars and conferences are also encouraged.
• Impactful Work: Your contributions directly improve the learning experience for thousands of students and educators worldwide, fostering a more inclusive educational ecosystem.
• Flexible Remote Work: Work from anywhere in the U.S. with a flexible schedule that accommodates multiple shift options.

Work Environment & Culture at brighthush

brighthush champions a culture of empathy, innovation, and continuous improvement. Our remote teams collaborate through asynchronous communication tools, weekly stand‑ups, and quarterly virtual town halls. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. As a contractor, you’ll be fully integrated into our community, with access to the same resources, mentorship programs, and collaborative projects as full‑time staff.

Compensation & Benefits

• Hourly Rate: $20.00 per hour.
• 20 hours per week (approximately 4 hours per day, Monday–Friday). Multiple shift options available to accommodate your schedule.
• Contractor status through brighthush, with the possibility of extension based on performance and business needs.
• Access to a comprehensive benefits package for full‑time employees, including health, dental, vision, and retirement plans, which may be extended to contractors after a probationary period.
• Paid time off, professional development stipend, and a flexible work‑from‑home stipend.

How to Apply

Ready to make a difference in the lives of learners with disabilities? Click the link below to submit your application and join the brighthush team.

Apply To This Job

Why brighthush?

At brighthush, we believe that accessibility is not a feature but a foundational principle. By joining our team, you’ll be part of a mission‑driven organization that values every voice and strives for excellence in inclusive education. Your expertise will help shape the future of learning for millions of students worldwide.

We look forward to welcoming a passionate, detail‑oriented Accessibility Customer Support Specialist to our remote family. Together, we can ensure that every learner has the tools they need to succeed.