Customer Care Coordinator II – Multi‑Channel Humanitarian Support Specialist (Remote, CST Shift)

Join brighthush – Where Every Interaction Saves a Life

At brighthush, we are more than a nonprofit; we are the world’s largest humanitarian network, dedicated to responding to crises, supporting communities, and empowering individuals to thrive. Our mission is simple yet profound: to alleviate suffering and build resilient societies through compassion, preparedness, and rapid response. As a Customer Care Coordinator II, you will become a vital conduit between our donors, volunteers, and the people who rely on brighthush’s services, ensuring that every touchpoint reflects the care and professionalism that defines our organization.

Why This Role Is a Force for Good

Choosing a career with brighthush means aligning your professional growth with a purpose that transcends profit. You will work alongside a diverse team of dedicated professionals, mentors, and volunteers who share a common commitment to making a tangible difference. Whether you are a veteran, a transitioning service member, a military spouse, or a civilian passionate about humanitarian work, this position offers you a platform to leverage your skills while contributing to a cause that matters.

Key Responsibilities – Your Daily Impact

Multi‑Channel Customer Support

• Provide responsive, empathetic assistance to all brighthush customers across a variety of platforms, including phone, email, text, web chat, social media (Facebook), and the mobile app.
• Maintain and update customer databases with precision, ensuring data integrity for donor records, health histories, and service requests.
• Manage direct mail campaigns, email newsletters, and targeted outreach initiatives to keep donors informed and engaged.
• Schedule appointments, coordinate tele‑recruitment sessions, and handle modifications or data entry tasks with minimal supervision.
• Generate and distribute reports on customer interactions, service metrics, and operational performance as requested by leadership.

Problem Solving & Issue Resolution

• Receive and triage customer communications from across the nation, diagnosing issues quickly and efficiently.
• Escalate complex cases to appropriate internal teams or external vendors, following established escalation pathways to guarantee timely resolution.
• Develop and execute comprehensive response plans for donor or sponsor inquiries, ensuring a seamless experience at every touchpoint.
• Maintain confidentiality, exercise independent judgment, and uphold the highest standards of professionalism in all interactions.

Operational Excellence & Administrative Support

• Coordinate workflow with internal departments, external partners, and service vendors to streamline processes.
• Assist with list generation, donor card requests, and other administrative tasks that support the broader mission of brighthush.
• Monitor daily and weekly productivity metrics, attendance, and quality assurance standards to meet performance goals.
• Participate in monthly performance reviews, providing feedback and identifying opportunities for continuous improvement.

Essential Qualifications – What You Bring to the Table

• Education: High school diploma or equivalent is required; an Associate’s or Bachelor’s degree is preferred, especially in fields such as communications, business administration, or humanitarian studies.
• Experience: Minimum of one year in a customer service or support role, preferably within a nonprofit, healthcare, or emergency services environment.
• Technical Proficiency: Advanced computer skills, including mastery of Microsoft Office (Word, Excel, Outlook), database management, and web‑based tools.
• CRM Knowledge: Familiarity with Customer Relationship Management (CRM) platforms is highly desirable, enabling you to navigate donor information efficiently.
• Communication Skills: Exceptional written and verbal communication abilities, with a talent for translating complex information into clear, compassionate messages.
• Adaptability: Ability to thrive in a fast‑paced, mission‑driven environment, handling multiple priorities with poise.

Preferred Qualifications – Going the Extra Mile

• Experience supporting military families, veterans, or humanitarian aid recipients.
• Certification in conflict resolution, trauma-informed care, or related fields.
• Proficiency in additional languages to serve a diverse donor base.
• Demonstrated success in remote or hybrid work settings, with strong self‑management skills.

Core Skills & Competencies for Success

• Empathy & Active Listening: Ability to understand and respond to the emotional needs of donors, volunteers, and beneficiaries.
• Analytical Thinking: Skill in interpreting data trends, identifying patterns, and recommending process improvements.
• Time Management: Efficiently prioritize tasks to meet deadlines while maintaining high quality.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Technical Agility: Quick learner of new software platforms, tools, and communication channels.

Compensation, Benefits & Perks

At brighthush, we recognize that competitive compensation is essential to attracting top talent. This role offers an hourly wage ranging from $17.50 to $18.00, calibrated to geographic location and experience. In addition to base pay, you will enjoy a comprehensive benefits package that may include:

• Health, dental, and vision insurance with employer contributions.
• Retirement savings plan with matching contributions.
• Generous paid time off, including holidays, sick leave, and volunteer days.
• Professional development stipend for certifications, courses, or conferences.
• Employee assistance program (EAP) offering counseling and wellness resources.
• Flexible remote work arrangement with a structured training schedule.
• Recognition programs that celebrate outstanding service and impact.

Learning & Development – Grow With Purpose

From day one, you will be immersed in a robust onboarding program designed to equip you with the knowledge, tools, and confidence to excel. The three‑month training period (Monday‑Friday, 9:00 am‑5:30 pm CST) covers:

• Deep dive into brighthush’s mission, values, and operational framework.
• Hands‑on experience with our CRM, database systems, and communication platforms.
• Best practices for donor engagement, crisis communication, and data privacy.
• Mentorship from seasoned customer care leaders who will guide your professional journey.

Beyond initial training, you will have access to continuous learning opportunities, including webinars, cross‑departmental projects, and leadership development pathways that can lead to senior support, supervisory, or program management roles.

Work Environment & Culture at brighthush

Our culture is built on the pillars of compassion, integrity, and collaboration. As a remote employee, you will be part of a vibrant virtual community that values:

• Diversity & Inclusion: We celebrate the unique backgrounds, experiences, and perspectives each team member brings.
• Mission‑Driven Focus: Every task you perform contributes directly to life‑saving initiatives worldwide.
• Supportive Leadership: Managers act as mentors, providing regular feedback, coaching, and career guidance.
• Work‑Life Balance: Structured shift hours (11:45 am‑8:15 pm CST, Sunday‑Thursday or Tuesday‑Saturday) allow you to plan personal commitments while delivering exceptional service.
• Recognition & Celebration: Achievements are highlighted through internal newsletters, virtual town halls, and award ceremonies.

Career Pathways – From Coordinator to Change‑Maker

Starting as a Customer Care Coordinator II opens doors to a variety of advancement opportunities within brighthush:

• Senior Customer Care Specialist: Lead complex cases, mentor junior staff, and shape service standards.
• Team Lead / Supervisor: Oversee a cohort of coordinators, manage performance metrics, and drive continuous improvement initiatives.
• Program Operations Manager: Transition into broader operational oversight, coordinating multiple service lines and strategic projects.
• Donor Relations Director: Influence donor strategy, cultivate high‑value relationships, and guide fundraising campaigns.

Each step is supported by targeted training, leadership workshops, and a clear competency framework that aligns personal growth with brighthush’s evolving needs.

Application Process – Take the First Step

If you are ready to bring your customer service expertise to a mission that truly matters, we invite you to apply today. Click the link below to submit your application, and be prepared to share examples of how you have delivered exceptional service, managed data with accuracy, and collaborated across teams.

Apply To This Job

Join brighthush – Make Every Interaction Count

At brighthush, your work is more than a job; it’s a catalyst for hope, recovery, and lasting change. We look forward to welcoming a dedicated, compassionate professional who is eager to grow, serve, and make a difference every day. Apply now and become part of a community where your career truly is a force for good.