Customer Experience Specialist – Email & Live Chat Support for Canadian Market, Remote Contract‑to‑Hire Opportunity at brighthush

About brighthush

brighthush is a global leader in technology and business services, dedicated to helping organizations transform their operations and unlock new growth opportunities. With a presence spanning North America, Europe, and Asia, we partner with more than 6,000 clients—including 80% of the Fortune 500—to deliver end‑to‑end solutions that blend strategy, design, execution, and technology. Our culture is built on collaboration, innovation, and an unwavering focus on customer success. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your contributions matter and your growth is supported by continuous learning and mentorship.

Position Overview

We are looking for a highly motivated Customer Experience Specialist to join our dedicated support team that serves Canadian online shoppers. This role is primarily focused on email support (90%) with a smaller component of live chat (10%). As the first line of communication for customers, you will ensure inquiries are resolved efficiently, accurately, and with the highest level of professionalism. The position is a Contract‑to‑Hire opportunity based in Houston, TX, but you will work fully remotely from anywhere in Canada. The starting rate is $16.00 per hour, with the potential for a permanent role based on performance and business needs.

Key Responsibilities

• Review incoming support tickets and chat requests, clarifying customer complaints and gathering necessary information.
• Diagnose the root cause of issues and determine the most effective solution path.
• Update customer accounts and records in the CRM system to reflect resolved issues and any follow‑up actions.
• Communicate solutions clearly to customers, ensuring they understand the steps taken and any next steps.
• Collaborate with cross‑functional teams—including technical support, product, and merchant affiliate networks—to resolve complex issues.
• Escalate unresolved problems to the appropriate manager or specialist, providing detailed context and documentation.
• Follow up with customers to confirm satisfaction and closure of tickets.
• Identify and document recurring trends or systemic issues, and recommend process improvements to senior leadership.
• Assist in onboarding and training new support agents, sharing best practices and knowledge.
• Maintain a high level of accuracy and professionalism in all written communications.

Essential Qualifications

• High School Diploma or equivalent (college diploma preferred).
• Minimum of 2–3 years of customer service experience, preferably in the high‑tech or internet industry.
• Proficiency with customer relationship management (CRM) software (e.g., Salesforce, Zendesk).
• Typing speed of 55+ words per minute with high accuracy.
• Strong verbal and written communication skills in English; bilingual (French/English) is a plus.
• Excellent problem‑solving abilities and the capacity to handle multiple tasks simultaneously.
• Proficiency in MS Office, especially Word and Excel.
• Experience with email and chat support tools (e.g., Intercom, LiveChat).

Preferred Qualifications

• Experience working with Canadian customers and understanding of local regulations and consumer expectations.
• Knowledge of cash‑back or loyalty program structures and terminology.
• Familiarity with data privacy standards such as GDPR and CCPA.
• Previous experience in a remote or distributed team environment.
• Certifications in customer service or technical support (e.g., ITIL).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills to troubleshoot and resolve complex issues.
• High level of attention to detail and accuracy in documentation.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who thrives in collaborative settings and shares knowledge freely.
• Self‑motivated with a proactive approach to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Specialist, you will have access to a range of learning resources, including online courses, webinars, and mentorship programs. Successful performers may progress to senior support roles, team lead positions, or cross‑functional roles in product management, quality assurance, or business analysis. We also offer rotational programs that allow you to explore different departments and broaden your skill set. Whether you aspire to become a subject‑matter expert or a future leader, brighthush provides the tools, training, and support to help you reach your goals.

Work Environment & Culture

brighthush fosters a culture of inclusion, transparency, and continuous feedback. Our remote teams are supported by robust collaboration tools, regular virtual town halls, and informal social events. We celebrate diversity and encourage employees to bring their authentic selves to work. The support team operates on a flexible schedule, with core hours that align with Canadian time zones, ensuring a healthy work‑life balance. You will be part of a high‑performing, globally distributed team that values collaboration, innovation, and a shared commitment to customer success.

Compensation & Benefits

• Hourly Rate: $16.00 per hour (competitive for entry‑level remote support roles).
• Benefits (upon eligibility): Medical, dental, and vision coverage; critical illness and accident plans; 401(k) retirement plan with pre‑tax and Roth options; voluntary life and AD&D insurance; short‑ and long‑term disability; Health Spending Account (HSA); transportation benefits; Employee Assistance Program; paid time off (PTO) and sick leave.
• Eligibility for benefits depends on job classification and length of employment.

How to Apply

If you are passionate about delivering outstanding customer experiences and thrive in a remote, collaborative environment, we encourage you to apply. Submit your resume and a brief cover letter highlighting your relevant experience and why you would be a great fit for brighthush. We look forward to learning how you can contribute to our mission of transforming businesses and delighting customers worldwide.

Closing

Join brighthush and become part of a forward‑thinking organization that values innovation, teamwork, and customer success. This role offers a unique opportunity to grow your career while making a tangible impact on the lives of millions of online shoppers across Canada. Apply today and take the first step toward a rewarding career with brighthush.