Customer Service Representative II – Remote, Night Shift, Digital Subscription & Troubleshooting Specialist
About brighthush
brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional digital experiences to a global audience. Our mission is simple: empower people to access the content they love with ease, while ensuring every interaction is seamless, supportive, and memorable. We are a rapidly growing team of innovators, creators, and problem‑solvers who value collaboration, continuous learning, and a culture that celebrates diversity and inclusion.
As we expand our digital subscription platform, we are looking for a seasoned Customer Service Representative II who can join our remote team and help us maintain the high standards of service that our users expect. If you are passionate about technology, enjoy helping people solve real‑world problems, and thrive in a fast‑paced environment, brighthush is the place for you.
Key Responsibilities
In this role, you will be the frontline advocate for our customers, ensuring that every inquiry is handled with professionalism, empathy, and efficiency. Your day-to-day tasks will include:
- Responding to customer inquiries via phone, email, or chat—no more than two channels—to maintain focus and consistency.
- Conducting manual reviews for cancellations and refunds, ensuring compliance with company policies and regulatory requirements.
- Providing basic troubleshooting for digital subscription platform issues, such as receipt uploads, survey errors, and account access problems.
- Using our SOPs in Google Docs to guide your actions and document best practices.
- Performing occasional outbound follow‑ups to clarify customer information or gather additional context.
- Resolving complex customer issues in a timely and efficient manner, often requiring cross‑functional collaboration.
- Escalating cases to higher‑level support or management when necessary, and ensuring they are resolved to the customer’s satisfaction.
- Maintaining accurate, detailed records of all customer interactions in our CRM system.
- Managing high‑pressure situations with composure, professionalism, and a positive attitude.
- Adhering to all company policies, procedures, and compliance standards.
- Meeting or exceeding performance targets for key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Continuously improving your knowledge of our products, services, and processes through training programs and self‑learning modules.
- Collaborating with other departments—technical support, billing, product, and marketing—to resolve customer issues and improve overall service quality.
- Maintaining a positive, empathetic, and professional attitude toward customers and colleagues at all times.
- Performing other duties as assigned to support the team’s success.
Essential Qualifications
To excel in this role, you should bring the following:
- Minimum of 2 years of customer service experience, preferably in a call center or high‑volume support environment.
- Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Proficiency with CRM systems (e.g., Salesforce, Zendesk, or similar platforms) and a track record of maintaining accurate, detailed records.
- Excellent problem‑solving abilities, with a methodical approach to diagnosing and resolving issues.
- High attention to detail and a commitment to quality in every interaction.
- Comfortable using computers and various software applications, including Microsoft Office, Google Workspace, and web‑based tools.
- Adaptability to changing priorities and the ability to work independently in a remote setting.
- Availability to work night shifts, with flexibility to accommodate occasional schedule adjustments.
Preferred Qualifications
While not mandatory, the following experience and skills will give you a competitive edge:
- Experience with digital subscription platforms or SaaS products.
- Knowledge of billing processes, refunds, and payment gateway integrations.
- Experience with troubleshooting technical issues related to web or mobile applications.
- Familiarity with data privacy regulations (GDPR, CCPA) and best practices for handling sensitive information.
- Previous experience working in a remote or distributed team environment.
- Multilingual capabilities, especially in languages that serve our key markets.
Skills & Competencies
Success at brighthush requires a blend of technical aptitude, interpersonal finesse, and a growth mindset. Key competencies include:
- Customer‑first mindset: always prioritizing the customer’s experience and satisfaction.
- Effective communication: active listening, clear articulation, and empathy.
- Analytical thinking: diagnosing root causes and proposing actionable solutions.
- Time management: balancing multiple inquiries while meeting performance metrics.
- Collaboration: working seamlessly with cross‑functional teams to resolve issues.
- Resilience: maintaining composure under pressure and learning from feedback.
- Continuous learning: staying updated on product changes, industry trends, and new support tools.
Career Growth & Learning Opportunities
At brighthush, we believe that investing in our people is the key to our collective success. As a Customer Service Representative II, you will have access to:
- Structured onboarding and mentorship programs to accelerate your integration into the team.
- Regular training sessions covering product updates, advanced troubleshooting, and soft‑skill development.
- Clear career pathways to senior support roles, team lead positions, or cross‑functional roles in product, engineering, or marketing.
- Opportunities to participate in process improvement initiatives, contributing directly to the evolution of our support framework.
- Access to industry conferences, webinars, and certifications that enhance your professional skill set.
Work Environment & Company Culture
Working remotely at brighthush means you’ll enjoy the flexibility of a home office while being part of a vibrant, collaborative culture. Highlights include:
- Fully remote work model with flexible scheduling (subject to night‑shift availability).
- Regular virtual team meetings, town halls, and informal “coffee chats” to foster connection.
- A culture that values transparency, open communication, and mutual respect.
- Commitment to work‑life balance, with policies that support mental health and well‑being.
- Inclusive environment that celebrates diversity and encourages diverse perspectives.
- Recognition programs that celebrate individual and team achievements.
Compensation & Perks
While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with industry standards for remote customer support roles.
- Performance‑based bonuses tied to key metrics such as customer satisfaction and resolution time.
- Comprehensive health, dental, and vision insurance plans.
- Flexible paid time off (PTO) and holiday schedule.
- Professional development budget for courses, certifications, and conferences.
- Technology stipend to support a reliable home‑office setup.
- Employee wellness programs, including virtual fitness classes and mental health resources.
- Regular team‑building events, both virtual and in‑person when feasible.
How to Apply
Ready to join a team that values innovation, customer focus, and personal growth? Click the link below to start your instant interview and take the first step toward a rewarding career at brighthush.
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Equal Opportunity Statement
brighthush is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other legally protected characteristic under federal, state, or local law.