Customer Operations Specialist – Remote, Full‑Time, Brighthush – High‑Impact Customer Support & Process Improvement

About Brighthush

Brighthush is a forward‑thinking, technology‑driven company that is redefining the way consumers experience digital services. With a mission to empower everyday lives through innovative solutions, we have grown from a small startup to a national leader in customer‑centric technology. Our culture is built on transparency, collaboration, and a relentless focus on delivering value to our customers. Whether you’re a seasoned professional or just starting your career, Brighthush offers a dynamic environment where your ideas can shape the future of the industry.

Why Join Brighthush?

• Impactful Work: Your role directly influences customer satisfaction and retention, driving measurable business outcomes.
• Remote Flexibility: Work from anywhere in the U.S. with a fully supported home‑office setup.
• Competitive Compensation: We offer a market‑competitive salary, performance bonuses, and a comprehensive benefits package.
• Career Growth: Clear advancement paths, mentorship programs, and continuous learning opportunities.
• Inclusive Culture: A diverse, supportive community that celebrates individuality and fosters collaboration.

Key Responsibilities

As a Customer Operations Specialist at Brighthush, you will be the frontline champion of our customer experience. Your day‑to‑day activities will include:

• High‑Volume Call Management: Handle inbound and outbound calls efficiently, ensuring each interaction is resolved within the agreed service level agreements (SLAs).
• Customer Advocacy: Act as the voice of the customer, actively listening, empathizing, and troubleshooting to deliver the best possible solutions.
• Accurate Documentation: Use our state‑of‑the‑art CRM and ticketing systems to record every interaction, update account information, and track issue resolution.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Billing, and Marketing teams to resolve complex issues and identify opportunities for process improvement.
• Proactive Issue Resolution: Anticipate potential concerns, intervene early, and prevent escalations by leveraging data insights and customer feedback.
• Follow‑Up & Satisfaction Assurance: Conduct post‑resolution calls and emails to confirm customer satisfaction and gather feedback for continuous improvement.
• Process Improvement Initiatives: Participate in Kaizen events, suggest automation opportunities, and help refine SOPs to enhance efficiency.
• Performance Metrics: Track and report on key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Business, Communications, or related field preferred.
• Minimum of 2 years of experience in a high‑volume customer support or operations role, preferably in a tech or SaaS environment.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Excellent problem‑solving skills and a data‑driven mindset.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Experience with process mapping and continuous improvement methodologies (Lean, Six Sigma) is a plus.

Preferred Qualifications

• Experience in a B2B or enterprise customer support environment.
• Knowledge of API integrations and basic technical troubleshooting.
• Multilingual capabilities to support a diverse customer base.
• Previous exposure to remote team collaboration tools such as Slack, Teams, and Asana.
• Certification in Customer Experience Management or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Thrive in a fast‑paced, evolving environment with changing priorities.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Collaboration: Work effectively across departments, building strong relationships and influencing outcomes.
• Time Management: Prioritize tasks, meet deadlines, and manage multiple concurrent tickets.
• Technical Aptitude: Comfortable learning new software quickly and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Operations Specialist, you can expect:

• Structured mentorship programs pairing you with senior leaders.
• Access to online learning platforms (LinkedIn Learning, Udemy) and in‑house training sessions.
• Opportunities to transition into specialized roles such as Customer Success Manager, Process Improvement Lead, or Product Analyst.
• Annual performance reviews with actionable feedback and development plans.
• Participation in cross‑functional projects that broaden your skill set and visibility.

Work Environment & Company Culture

Brighthush’s culture is defined by:

• Flexibility: A fully remote model that respects work‑life balance.
• Transparency: Open communication channels, regular town halls, and real‑time dashboards.
• Collaboration: Cross‑team hackathons, virtual coffee chats, and knowledge‑sharing sessions.
• Recognition: Employee of the Month, spot bonuses, and public shout‑outs for outstanding contributions.
• Diversity & Inclusion: Inclusive hiring practices, employee resource groups, and ongoing bias‑awareness training.

Compensation, Perks & Benefits

While specific figures may vary based on experience, Brighthush offers a competitive package that includes:

• Base salary range: $55,000 – $70,000 annually, commensurate with experience.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to encourage rest and rejuvenation.
• Home‑office stipend to equip you with the best tools for remote work.
• Wellness program: virtual fitness classes, mental health resources, and wellness stipend.
• Annual company retreats and team‑building events (virtual or in‑person).

How to Apply

Ready to make a difference? Submit your resume and a brief cover letter outlining why you’re the perfect fit for Brighthush. We’re hiring immediately and look forward to welcoming a new Customer Operations Specialist to our remote team.