Compassionate Crisis Line Customer Service Specialist – Remote (3 pm – 7 pm ET, Thursday to Sunday) – Lifeline Support & Suicide Prevention Champion at brighthush

About brighthush and the Lifeline Mission

brighthush is a pioneering nonprofit organization that stands at the forefront of suicide prevention, emotional support, and community resilience. Our flagship remote crisis line is the beating heart of our mission, offering a safe, confidential, and evidence‑based lifeline for anyone in distress. By blending cutting‑edge technology with the genuine compassion of our highly trained professionals, we aim to alter the trajectory of lives—one conversation at a time.

Why brighthush is the Place for You

When you join brighthush, you become part of a purpose‑driven community that values every human life. Our culture is built on empathy, respect, and a relentless commitment to making a measurable difference. Here’s why you’ll love working with us:

• Impactful Work: Every call you answer can be the turning point between despair and hope.
• Flexible Remote Schedule: Work from the comfort of your home while maintaining a healthy work‑life balance.
• Professional Growth: Access to continuous training, certifications, and clear career pathways in crisis management and mental health.
• Inclusive Culture: A supportive, non‑judgmental environment that celebrates diversity, equity, and inclusion.
• Competitive Compensation: Hourly pay, paid training, and a comprehensive benefits package for eligible employees.

Key Responsibilities

As a Crisis Line Customer Service Specialist, you will be the first point of contact for individuals seeking help during moments of acute distress. Your role will involve:

• Answering inbound calls from individuals in crisis, providing immediate emotional support and active listening.
• Assessing caller needs and determining the appropriate level of intervention, following brighthush’s established crisis intervention protocols.
• Documenting all call interactions accurately in our secure call management system, ensuring compliance with privacy regulations.
• Maintaining strict confidentiality and professionalism at all times, safeguarding sensitive personal information.
• Meeting or exceeding quality and performance standards set by brighthush, including response time, call handling metrics, and caller satisfaction.
• Participating in mandatory training sessions, coaching, and staff meetings to stay current on best practices and emerging trends in crisis care.
• Collaborating with supervisors and brighthush team members to ensure continuity of care, share insights, and contribute to service excellence.
• Supporting brighthush’s broader mission of suicide prevention by promoting awareness, resources, and community outreach initiatives.

Essential Qualifications

• Minimum age of 18 years.
• High school diploma or GED.
• Residency in Massachusetts (required).
• Strong verbal communication and interpersonal skills, with the ability to convey empathy and calmness.
• Demonstrated sound judgment, professionalism, and the capacity to remain composed during difficult conversations.
• Proficiency in maintaining confidentiality and handling sensitive information with discretion.
• Comfortable working independently in a remote environment, with reliable internet and a quiet workspace.
• Reliable attendance and a strong commitment to scheduled shifts.
• Basic computer proficiency and the ability to learn multiple software platforms quickly.

Preferred Experience & Skills

While not mandatory, the following experiences and skills will give you a competitive edge:

• Previous customer service, healthcare, social services, or crisis intervention roles.
• Volunteer or professional experience in a helping capacity, such as counseling, peer support, or community outreach.
• Direct experience working on a crisis line, hotline, or support line.
• Bilingual language skills (any language) – a valuable asset in serving diverse populations.
• Familiarity with crisis intervention frameworks such as the Safety Planning Intervention or CBT‑based techniques.

Core Competencies & Personal Attributes

• Active Listening: Ability to hear not just words but underlying emotions and concerns.
• Empathy & Compassion: A genuine desire to help others, coupled with the emotional resilience to handle intense situations.
• Problem‑Solving: Quick assessment of caller needs and the ability to devise appropriate solutions or referrals.
• Adaptability: Flexibility to adjust to evolving protocols, brighthush updates, and caller dynamics.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a culture of continuous improvement.
• Self‑Care Awareness: Understanding the importance of personal well‑being and the use of debriefing tools to manage secondary trauma.

Career Growth & Learning Opportunities

At brighthush, we believe that personal growth fuels professional excellence. As a Crisis Line Customer Service Specialist, you will have access to:

• Structured mentorship programs with senior crisis counselors and mental health professionals.
• Ongoing training in the latest crisis intervention techniques, trauma‑informed care, and cultural competency.
• Opportunities to pursue certifications such as Certified Crisis Counselor (CCC) or Certified Suicide Prevention Counselor (CSPC).
• Internal career pathways that allow you to advance into supervisory roles, program development, or specialized outreach initiatives.
• Cross‑functional projects that let you collaborate with research, technology, and community engagement teams.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere in Massachusetts, provided you have a reliable internet connection and a quiet workspace. We foster a culture of:

• Open communication: Regular virtual town halls, feedback loops, and transparent decision‑making.
• Inclusivity: Celebrating diverse backgrounds, perspectives, and life experiences.
• Well‑being: Access to counseling resources, mindfulness sessions, and wellness programs.
• Community: Participation in volunteer events, fund‑raising campaigns, and local outreach efforts.

Compensation, Perks & Benefits

While specific figures may vary based on experience and role, brighthush offers:

• Competitive hourly wage commensurate with industry standards.
• Paid training and professional development stipend.
• Health, dental, and vision insurance for eligible employees.
• Paid time off, including sick leave and personal days.
• Retirement savings plan with employer match.
• Employee assistance program (EAP) for mental health support.
• Flexible work schedule and remote work options.

How to Apply

If you are ready to make a tangible difference in the lives of those in crisis, we invite you to apply today. Submit your resume and a brief cover letter outlining why you are passionate about suicide prevention and how your experience aligns with the responsibilities of this role. We look forward to welcoming you to the brighthush family.