Customer Care Specialist – Delivering Exceptional Support & Growth for brighthush

About brighthush

brighthush is a trailblazer in the Canadian telecommunications landscape, redefining how people connect, communicate, and experience the digital world. With a relentless focus on customer delight, innovation, and community impact, brighthush has earned a reputation as one of the most loved Internet Service Providers in Canada. Our mission is simple yet powerful: to empower every customer with reliable, high‑speed connectivity that fuels their personal and professional lives.

At brighthush, we believe that a great customer experience starts with a great team. We cultivate a culture that is ego‑free, collaborative, and relentlessly customer‑obsessed. Every employee, from the front‑line support agents to the senior engineers, plays a vital role in shaping the future of connectivity across the country. If you thrive in a fast‑moving environment, love solving problems, and want to be part of a company that values genuine connections, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your daily interactions will directly influence customer satisfaction, retention, and the overall success of brighthush’s growth strategy.
• Career Growth: We invest heavily in professional development, offering mentorship, cross‑functional training, and clear pathways to leadership roles.
• Inclusive Culture: Diversity, equity, and belonging are core to our DNA. We celebrate different backgrounds, perspectives, and ideas, creating an environment where everyone can thrive.
• Competitive Compensation & Perks: We offer a comprehensive benefits package, including health, dental, vision, flexible work arrangements, and a generous paid time off policy.
• Work‑Life Balance: Our virtual, flexible schedule allows you to manage your personal commitments while delivering world‑class service.

Position Overview

As a Customer Care Specialist at brighthush, you will be the frontline ambassador for our brand, ensuring that every customer interaction is memorable, efficient, and aligned with our high standards of service. You will work closely with cross‑functional teams—sales, technical support, and product—to drive customer satisfaction, subscription growth, and churn reduction.

Key responsibilities include:

• Delivering exceptional chat and phone support to current and prospective customers.
• Upselling and cross‑selling brighthush products and services to maximize revenue per customer.
• Resolving complex issues, coordinating with technical teams, and ensuring timely resolution.
• Maintaining accurate customer records and data integrity across our CRM and support platforms.
• Participating in continuous improvement initiatives to enhance processes, tools, and customer experience.

Key Responsibilities

Customer Interaction & Support

• Respond to live chat inquiries, email tickets, and phone calls with professionalism and empathy.
• Diagnose and troubleshoot connectivity, billing, and service issues, providing clear, step‑by‑step solutions.
• Escalate unresolved problems to the appropriate technical or billing teams, following established escalation paths.
• Document all interactions in the CRM, ensuring data accuracy and compliance with privacy regulations.

Sales & Retention

• Identify upsell and cross‑sell opportunities during customer interactions, promoting brighthush’s premium plans, devices, and value‑added services.
• Handle subscription changes, upgrades, downgrades, and cancellations with a focus on customer retention.
• Track and report on key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rate.
• Collaborate with the sales team to meet or exceed monthly subscription targets.

Process Improvement & Collaboration

• Participate in regular team meetings to share insights, best practices, and feedback on process gaps.
• Contribute to the development of knowledge base articles, FAQs, and training materials.
• Assist in the implementation of new tools and technologies that enhance customer support efficiency.
• Champion a culture of continuous learning, encouraging peers to adopt new skills and techniques.

Essential Qualifications

• High school diploma required; post‑secondary education (e.g., business, communications, IT) preferred.
• Minimum 1–3 years of experience in a high‑volume customer service or call center environment.
• Proven track record in chat, email, or phone support, with a strong focus on customer satisfaction.
• Excellent written and verbal communication skills, with a professional digital communication etiquette.
• Strong typing speed (minimum 45 WPM) and accuracy.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Basic understanding of broadband, telecom, and internet service concepts is a plus.
• Self‑motivated, proactive, and able to work independently while collaborating with a team.
• Comfortable with flexible work hours, including evenings, weekends, and holidays as required.

Preferred Qualifications

• Experience in inbound/outbound chat sales or telephone sales.
• Knowledge of Google Workspace applications.
• Previous exposure to the Canadian telecom market and regulatory environment.
• Multilingual abilities (e.g., French, Spanish) are highly valued.
• Experience with data analytics tools or reporting dashboards.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building long‑term relationships.
• Problem‑Solving: Ability to analyze complex issues, think critically, and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities and evolving customer needs.
• Team Player: Collaborate across departments, share knowledge, and support peers.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Attention to Detail: Ensure accuracy in data entry, documentation, and compliance.
• Resilience: Handle challenging customer interactions with composure and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our growth. As a Customer Care Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, sales techniques, and customer engagement best practices.
• Cross‑functional projects that expose you to different areas of the business.
• Clear career ladder paths—potential roles include Senior Support Specialist, Team Lead, Customer Success Manager, and beyond.
• Leadership development workshops and coaching for high‑potential employees.

Work Environment & Culture

brighthush’s virtual, remote-first culture empowers you to work from anywhere in Ontario while staying connected with a vibrant, collaborative team. We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard. Our core values—Integrity, Innovation, Inclusion, and Impact—guide everything we do.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary range that reflects the value of your expertise and contributions. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• Flexible work hours and the ability to work from home.
• Paid time off, including vacation, sick leave, and personal days.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonuses and performance‑based incentives.

How to Apply

Ready to join a team that values your expertise, supports your growth, and delivers world‑class service? Click the link below to submit your application and become a part of brighthush’s exciting journey.

Apply to This Job

We’re Committed to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. If you require accommodations during the application or interview process, please let us know, and we will gladly provide the necessary support.

Join brighthush Today – Where Every Connection Matters

As a Customer Care Specialist, you will be the face of brighthush, turning everyday interactions into lasting relationships. Your dedication will help us maintain our reputation as Canada’s most loved ISP, while you grow your career in a supportive, forward‑thinking environment. Don’t miss this chance to make a real impact—apply now and start your journey with brighthush.