Customer Service Surge Representative – Remote Child Support Solutions Specialist (Full‑Time, San Antonio, TX)

Welcome to brighthush – Where Passion Meets Purpose

At brighthush, we believe that technology can transform lives, especially when it supports families navigating complex human services. As a leading innovator in the human services sector, brighthush creates state‑of‑the‑art solutions that empower agencies, legal representatives, and parents to resolve child support matters efficiently and compassionately. For more than five decades, we’ve operated as a family‑owned and operated business, treating every employee, client, and partner as an extended family member. Our culture is built on teamwork, dedication, empowerment, and a steadfast commitment to work‑life balance.

We are currently expanding our remote workforce to meet a surge in demand for high‑quality customer support. If you thrive in a fast‑paced environment, love solving intricate problems, and are eager to make a meaningful impact on families across the United States, the Customer Service Surge Representative role at brighthush could be your next great career move.

Why Join brighthush?

• Family‑First Culture: We treat our employees like family, offering mentorship, peer support, and a collaborative atmosphere that celebrates each individual’s contributions.
• Career Growth: With a clear pathway for advancement, you’ll have access to continuous learning, certifications, and leadership development programs.
• Competitive Compensation: Starting hourly rate of $20.00, with performance‑based incentives, a 401(k) plan with employer match after one year, and comprehensive benefits after 30 days.
• Remote‑First Flexibility: Work from the comfort of your home in San Antonio, TX, with all necessary equipment provided.
• Supportive Benefits: Paid training, accrued PTO from day one, gym membership reimbursements, and a vibrant virtual community where coworkers truly feel like family.

Position Overview

The Customer Service Surge Representative is a full‑time, work‑from‑home role focused on handling inbound calls and chat inquiries during a project‑specific surge period. You will serve custodial and non‑custodial parents, legal representatives, and state officials, providing accurate, empathetic, and compliant assistance on child support services. This position demands strict adherence to Federal Title IV‑D regulations, state privacy statutes, and brighthush’s Standard Operating Procedures.

Key Responsibilities

• Respond to inbound calls and live‑chat messages with professionalism, empathy, and a solutions‑oriented mindset.
• Conduct detailed case research, including financial assessments, income‑withholding calculations, and license‑suspension inquiries.
• Guide parents through paternity establishment, case initiation, and modification processes, ensuring clear communication of next steps.
• Update and maintain accurate member information within brighthush’s case management system, documenting every interaction per compliance standards.
• Process requests for state‑required forms, ensuring timely delivery and correct completion.
• Identify and log technical issues that impede case processing, collaborating with the brighthush technical team to resolve incidents swiftly.
• Provide status updates to customers regarding ongoing incidents, demonstrating transparency and accountability.
• Maintain meticulous records of all actions taken, adhering to confidentiality and data‑security protocols.
• Participate in ongoing training sessions, performance reviews, and team huddles to continuously improve service quality.

Essential Qualifications

• Education: High school diploma or equivalent required.
• Experience: Minimum of two years in customer service, call‑center operations, or a related field, preferably within a regulated environment.
• Regulatory Knowledge: Familiarity with child support policies, Federal Title IV‑D regulations, and state privacy laws.
• Technical Proficiency: Strong data‑entry skills (keyboard, mouse, 10‑key pad) and experience with Windows‑based software, including brighthush Word, brighthush Excel, and case‑management platforms such as brighthush Finesse, brighthush 100, or brighthush InContact.
• Communication: Excellent oral and written English language skills, with the ability to convey complex information clearly and courteously.
• Attention to Detail: Proven ability to accurately capture data and follow detailed procedures.
• Ethical Conduct: Demonstrated integrity, discretion, and commitment to confidentiality.
• Flexibility: Willingness to work extended or flexible hours to meet surge demands and strict deadlines.

Preferred Qualifications

• Experience in child support services, family law, or a related government agency.
• Prior exposure to compliance‑focused environments, such as financial services or healthcare.
• Certification in customer service excellence (e.g., Certified Customer Service Professional).
• Proficiency with additional communication platforms (e.g., video conferencing, collaborative chat tools).

Core Skills & Competencies

• Problem Solving: Ability to analyze complex cases, identify root causes, and propose effective resolutions.
• Interpersonal Skills: Tact, patience, and courtesy when dealing with emotionally charged situations.
• Team Collaboration: Comfortable working independently while also contributing to a cohesive virtual team.
• Time Management: Efficiently prioritize tasks during high‑volume periods without sacrificing quality.
• Adaptability: Thrive in a dynamic environment where policies, technology, and customer needs evolve rapidly.

Compensation, Perks, and Benefits

Hourly Rate: $20.00 (commensurate with experience). Additional performance bonuses may be awarded based on quality metrics and surge completion targets.

Benefits Package (effective after 30 days)

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with employer contribution after one year of service.
• Paid Time Off (PTO) accrued from day one, plus paid holidays.
• Gym membership reimbursement to support health and wellness.
• Professional development stipend for certifications, webinars, and conferences.
• Employee Assistance Program (EAP) for personal and professional support.

Remote Work Support: brighthush supplies a high‑performance laptop, headset, webcam, and a secure internet stipend to ensure a productive home office.

Work Schedule: Fixed Monday‑Friday shift between 8:00 am CT – 6:00 pm CT, with flexibility to accommodate surge periods.

Life at brighthush – Culture & Environment

Our virtual workplace is built on the belief that a supportive community fuels exceptional performance. At brighthush, you will experience:

• Inclusive Atmosphere: We celebrate diversity, veteran status, and family commitments, fostering an environment where every voice is heard.
• Mentorship Programs: Pairing new hires with seasoned team members to accelerate learning and integration.
• Virtual Social Events: Regular coffee chats, game nights, and wellness challenges that keep the team connected.
• Recognition & Rewards: Monthly awards for outstanding service, peer‑nominated accolades, and milestone celebrations.
• Continuous Innovation: Employees are encouraged to share ideas that improve processes, technology, and customer experience.

Career Path & Advancement Opportunities

Starting as a Customer Service Surge Representative opens doors to a variety of career trajectories within brighthush:

• Senior Support Specialist: Lead complex cases, mentor junior reps, and serve as a subject‑matter expert.
• Team Lead / Supervisor: Oversee a group of representatives, manage performance metrics, and coordinate training initiatives.
• Quality Assurance Analyst: Evaluate interactions for compliance, provide feedback, and develop best‑practice guidelines.
• Product Operations Analyst: Bridge the gap between customer insights and product development, influencing future brighthush solutions.
• Training & Development Coordinator: Design and deliver onboarding and ongoing education programs for the entire support organization.

Each pathway is supported by tuition reimbursement, certification funding, and a clear promotion framework.

Application Process

Ready to join a purpose‑driven organization that values your expertise and offers a vibrant remote work experience? Follow these steps to apply:

1. Prepare an updated resume highlighting relevant customer service and compliance experience.
2. Craft a concise cover letter that showcases your passion for helping families and your ability to thrive in a surge environment.
3. Submit your application through the brighthush careers portal.
4. Complete a brief online assessment to demonstrate your problem‑solving and communication skills.
5. Participate in a virtual interview with the hiring manager and a senior team member.

We review applications on a rolling basis and aim to provide feedback within two weeks of submission.

Equal Opportunity & Commitment to Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. Our workplace is drug‑free, and we actively support veterans and their families.

Take the Next Step

If you are a detail‑oriented, empathetic professional who enjoys solving complex problems and wants to make a tangible difference in the lives of families across the nation, we invite you to apply today. Join brighthush and become part of a team that believes in the power of technology, compassion, and collaboration.