Customer Service Representative – Remote, Colombia – SaaS Support & Onboarding Specialist

About brighthush

At brighthush, we’re redefining how people discover and experience beauty products online. Our mission is to empower consumers worldwide with a friction‑free, personalized shopping journey that blends cutting‑edge technology, data science, and a passion for sustainability. As a fast‑growing SaaS platform, we serve thousands of brands and millions of shoppers, delivering real‑time insights, AI‑driven recommendations, and a seamless checkout experience.

Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. We thrive on experimentation, embrace ambiguity, and celebrate every win—big or small. If you’re excited to work in a dynamic, remote‑first environment where your voice matters, brighthush is the place for you.

Role Overview

We’re looking for a dedicated Customer Service Representative to join our remote support squad. In this role, you’ll be the first line of defense for our self‑serve SaaS users, ensuring they feel supported, heard, and empowered to succeed. You’ll work across multiple communication channels—Slack, email, and our ticketing system—while collaborating closely with product, engineering, and AI teams to continuously improve the support experience.

Key to this position is the ability to balance rapid, empathetic responses with thoughtful escalation to higher‑level teams. You’ll also play a pivotal role in onboarding new users, creating knowledge base content, and shaping the future of our support function during a critical growth phase.

Key Responsibilities

• Customer Interaction & Issue Resolution – Respond to inquiries via Slack, support email, and our ticketing platform (Pylon) with a focus on speed, accuracy, and empathy.
• Escalation Management – Identify complex or sensitive issues, collaborate with AI‑powered bots, and hand off tickets to the appropriate internal teams when necessary.
• Onboarding & Knowledge Sharing – Guide new users through setup, answer first‑time questions, and help them navigate the platform’s features.
• Documentation & Process Improvement – Spot knowledge gaps, contribute to help articles, and refine internal SOPs to reduce repeat inquiries.
• Cross‑Functional Collaboration – Work with product, engineering, and marketing to relay user feedback, suggest feature enhancements, and ensure a unified customer experience.
• Shift Coverage & Availability – Operate on a flexible schedule that includes Saturdays, Sundays, and three weekdays, ensuring coverage during peak usage times.

Essential Qualifications

• Proven experience in a customer support role within a software or SaaS environment, preferably a startup or high‑growth company.
• Fluent in English, with exceptional written communication skills and the ability to adapt tone for diverse audiences.
• Hands‑on familiarity with support tools such as Slack, Intercom, Linear, Jira, and Pylon (or equivalent ticketing systems).
• Self‑motivated, comfortable working remotely with minimal supervision, and adept at navigating ambiguity in a fast‑paced setting.
• Strong problem‑solving skills, a genuine passion for customer success, and a proactive mindset.

Preferred Qualifications

• Experience with AI‑driven support bots or automation workflows.
• Background in e‑commerce, beauty tech, or a related consumer‑facing industry.
• Knowledge of Spanish (written and spoken) to support local users in Colombia.
• Experience creating or maintaining knowledge base articles and internal documentation.
• Prior exposure to data‑driven decision making or analytics tools.

Skills & Competencies

• Customer‑Centric Mindset – Always put the user first, anticipating needs and exceeding expectations.
• Communication Excellence – Clear, concise, and empathetic communication across written channels.
• Technical Aptitude – Comfortable learning new software, troubleshooting, and navigating complex systems.
• Collaboration & Teamwork – Thrive in cross‑functional teams, sharing insights and driving collective success.
• Adaptability & Resilience – Handle high‑volume periods, changing priorities, and evolving product features with ease.
• Continuous Learning – Seek out new knowledge, stay updated on industry trends, and apply learnings to improve support quality.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Service Representative, you’ll:

• Gain deep product knowledge that can open doors to roles in Product Management, Customer Success, or Technical Support Engineering.
• Participate in mentorship programs and peer‑learning sessions to sharpen your skills.
• Access a curated library of courses, webinars, and certifications in SaaS, customer experience, and data analytics.
• Be part of a high‑visibility team that directly influences product roadmap and user satisfaction metrics.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and inclusivity. We celebrate diversity and encourage every team member to bring their authentic self to work. Our culture is defined by:

• Open Communication – Regular all‑hands meetings, transparent OKRs, and a culture of feedback.
• Collaboration Across Borders – Teams spanning multiple time zones, united by shared goals and a common mission.
• Innovation & Experimentation – A safe space to test new ideas, iterate quickly, and learn from failures.
• Work‑Life Balance – Flexible hours, generous vacation policy, and a focus on mental well‑being.
• Community & Social Impact – Volunteer days, sustainability initiatives, and partnerships with local NGOs.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote SaaS support roles in Colombia.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and dental insurance coverage for you and your dependents.
• Flexible paid time off, including paid holidays and personal days.
• Professional development stipend and access to online learning platforms.
• Equity options or profit‑sharing plans to align your success with the company’s growth.

How to Apply

Ready to join a forward‑thinking team that’s reshaping the beauty tech landscape? Submit your resume and a brief cover letter highlighting your customer support experience, your passion for technology, and why you’re excited about working at brighthush.

Click the link below to apply directly through our career portal. We look forward to learning how you can help our users thrive and our support function evolve.