Customer Care Representative – Global Wellness Support Specialist – Remote Australia

About brighthush

brighthush is redefining the way fitness and wellness businesses operate in the digital age. Our mission is simple yet ambitious: to make wellness more accessible by empowering studios, gyms, and wellness entrepreneurs to grow beyond the limitations of in‑person classes. We provide a powerful, all‑in‑one platform that lets partners manage schedules, accept bookings and payments, build on‑demand video libraries, host retreats, and run marketing campaigns via text and email. With fully branded apps and websites, studios can deliver a seamless, professional experience across every customer touchpoint.

Since our inception, brighthush has raised $15 million in Series A funding and is experiencing rapid growth. We’re building a category‑defining company in a fast‑moving space, and we’re looking for teammates who are excited to help shape the future of wellness. If you love building relationships, making people smile, and increasing access to wellness around the world, we want to meet you.

Role Overview

Position: Customer Care Representative (Remote – Australia) Employment Type: Contract (Full‑time, 40 hours per week) Location: Remote, Australia (Shift: 10:00 AM – 6:30 PM Sydney time, covering 7:00 PM – 3:30 AM Eastern Time) Compensation: $23.00–$27.00 USD per hour (plus 1.5× overtime for approved hours beyond 40 per week) Benefits: Competitive salary, stock options, professional development, flexible work environment, and a culture that values diversity, inclusion, and innovation.

Why brighthush?

At brighthush, we’re not just a software company; we’re a movement that empowers wellness professionals to thrive in a hybrid world. Our platform is designed to scale with our partners’ ambitions, whether they’re running a single studio or a multi‑location empire. By joining our Customer Experience team, you’ll be at the forefront of a mission that touches thousands of people’s lives every day.

What sets us apart:

• Impact‑Driven Culture: Every interaction you handle directly influences our partners’ success and, by extension, the health of communities worldwide.
• Innovation at Scale: Work with cutting‑edge AI‑assisted tools, real‑time analytics, and a product roadmap that is constantly evolving based on partner feedback.
• Growth Opportunities: Rapid career progression, mentorship from senior leaders, and the chance to shape new product features.
• Diversity & Inclusion: We celebrate differences and believe that a diverse workforce fuels creativity and better solutions.

Key Responsibilities

As a Customer Care Representative, you will be the single point of contact for our partners, owning each interaction from first message to resolution. Your day‑to‑day tasks will include:

• Own the entire support lifecycle: Handle inbound chat, email, and scheduled Zoom calls, building trust, rapport, and partnership along the way.
• Deliver first‑time resolution: Investigate issues, confirm fixes, and close the loop so partners don’t need to reopen tickets.
• Operate in a high‑volume environment: Manage multiple conversations simultaneously while maintaining quality and speed.
• Collaborate cross‑functionally: Work with Product, Engineering, Onboarding, and Migrations teams to unblock partners on complex issues.
• Advocate for partners internally: Provide actionable insights and feedback to improve product features and reduce repeat contacts.
• Continuously learn and share knowledge: Master new platform features, AI‑assisted tools, and industry best practices to maintain a high level of expertise.
• Maintain brand voice and accuracy: Ensure every response reflects brighthush’s tone, values, and commitment to excellence.

Essential Qualifications

Required

• 1–2 years of experience in a high‑volume customer support or contact‑center role, ideally with published SLA and CSAT targets.
• Exceptional written communication skills: clear, warm, and concise explanations in chat and email.
• Proven ability to juggle inbound chats, scheduled calls, and email inquiries while prioritizing high‑impact resolutions.
• Strong judgment and problem‑solving skills, always keeping the partner experience at the forefront.
• Identifying process improvement opportunities that elevate the partner experience.
• Team player mindset: collaborative, supportive, and proactive in helping the team hit its goals.
• Organized, self‑sufficient, and a go‑getter who consistently goes above and beyond expectations.
• Availability for weekend coverage (Saturdays and/or Sundays) and flexible shift timing.

Preferred Qualifications

• Experience working behind the desk of a wellness business (yoga, Pilates, bootcamp, etc.) and familiarity with industry software such as MBO, brighthush, or equivalent.
• Proficiency with Intercom, Slack, Notion, and Google Suite (or the ability to learn new tools quickly).
• Comfort using AI‑assisted tools to accelerate research and drafting.
• Four‑year post‑secondary education or a bachelor’s degree.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help partners succeed.
• Technical Aptitude: Quick learner of new software, comfortable troubleshooting, and adept at using data to inform decisions.
• Communication: Strong verbal and written skills, with the ability to translate complex concepts into simple, actionable guidance.
• Time Management: Ability to prioritize tasks, manage multiple conversations, and meet deadlines in a fast‑paced environment.
• Collaboration: Works effectively with cross‑functional teams, shares insights, and contributes to continuous improvement.
• Adaptability: Thrives in ambiguity, pivots quickly, and remains calm under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Care Representative, you’ll have access to:

• Mentorship from senior product and engineering leaders.
• Regular training sessions on new platform features, industry trends, and soft‑skill development.
• Opportunities to contribute to product roadmap discussions and influence the direction of the platform.
• Clear career pathways to roles such as Senior Support Specialist, Customer Success Manager, Product Advocate, or even leadership positions within the Customer Experience team.
• Participation in company‑wide initiatives, hackathons, and wellness events that reinforce our mission.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in Australia, as long as you’re available during the required shift window. We value flexibility, but we also emphasize collaboration and community. Expect:

• Weekly team stand‑ups and cross‑functional syncs.
• Open communication channels via Slack, Zoom, and our internal knowledge base.
• A supportive environment where ideas are welcomed and feedback is constructive.
• Regular wellness initiatives, such as virtual yoga sessions, mindfulness workshops, and health challenges.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Compensation & Perks

Base Pay: $23.00–$27.00 USD per hour (based on a 40‑hour work week). Overtime beyond 40 hours is paid at 1.5× the standard rate.

Equity: Stock options to share in brighthush’s success.

Benefits

• Health, dental, and vision coverage (subject to local regulations).
• Professional development stipend for courses, certifications, and conferences.
• Flexible work schedule within the required shift window.
• Paid time off and holiday schedule aligned with Australian public holidays.
• Access to wellness resources, including discounted gym memberships and mental health support.

How to Apply

If you’re ready to join a mission‑driven team that’s shaping the future of wellness, we’d love to hear from you. Submit your application through our careers portal, and include a brief cover letter explaining why you’re passionate about supporting wellness entrepreneurs and how your experience aligns with the role.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.