Customer Success Chat & Email Support Specialist – Remote, New York, Full-Time

About brighthush

At brighthush, we’re redefining how people experience digital support. Our mission is to empower customers worldwide with instant, accurate, and friendly assistance that feels personal, no matter the channel. Whether it’s a quick question, a troubleshooting request, or a feature inquiry, our team is the first line of trust that keeps our users engaged and satisfied. We’re a fast‑growing, fully remote company based in New York, and we’re looking for a passionate, detail‑oriented professional to join our Customer Success team as a Chat & Email Support Specialist.

Why Join brighthush?

Working at brighthush means you’ll be part of a culture that values transparency, continuous learning, and a genuine commitment to customer delight. We offer a fully remote work environment, a competitive salary range of $3,868 to $5,777 per month, and a comprehensive benefits package that includes health coverage, paid leave, a 401(k) plan, maternity leave, and performance‑based bonuses. Beyond the perks, you’ll receive structured onboarding, ongoing skill‑building sessions, and regular feedback from your team lead to help you grow both professionally and personally.

Key Responsibilities

• Multi‑Channel Support: Monitor live chat, email, and service ticket queues, acknowledging incoming customer inquiries and prioritizing them based on urgency and established workflow.
• Customer Interaction: Communicate directly with customers through our live chat platform (brighthush) and email, using clear, professional language tailored to each question.
• Contextual Review: Examine customer details, previous conversation notes, and relevant service information before providing accurate guidance or next steps.
• Documentation: Enter concise interaction notes, customer requests, actions taken, and outcomes in our support platform (brighthush).
• CRM Updates: Keep contact details and conversation context current in our CRM (brighthush) so teammates can understand the status of each request.
• Knowledge Utilization: Use approved knowledge resources to explain product or service features, account access steps, and standard procedures without making unsupported promises.
• Follow‑Up & Escalation: Ask focused follow‑up questions when information is incomplete, then reconnect with customers when additional details or updates are available. Escalate complex, sensitive, or unresolved tickets to the team lead or designated internal contact with complete notes and relevant context.
• Team Collaboration: Coordinate with support teammates to maintain consistent answers, share recurring customer themes, and identify gaps in available guidance.
• Quality Assurance: Meet quality expectations measured by response accuracy, turnaround time, complete notes, and reliable follow‑up on open customer requests.

Essential Qualifications

• High school diploma or equivalent.
• Strong written communication skills with a keen eye for detail.
• Ability to use a live chat platform (brighthush) while following established response guidance and escalation steps.
• Proficiency in keyboarding and careful data entry.
• Sound judgment in recognizing when a customer request needs additional review from a team lead.
• Reliable computer, high‑speed internet, and a quiet private workspace.
• Authorization to work in the United States.

Preferred Qualifications

• No prior experience required, but experience supporting customers through online chat, email, or service queues is a plus.
• Familiarity with customer‑facing digital conversations, interpreting questions, and delivering clear written responses.
• Basic understanding of using a support platform (brighthush) to review and update service tickets.
• Experience maintaining customer context in a CRM (brighthush).
• Previous exposure to structured onboarding and training programs.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and professional written communication across multiple channels.
• Problem‑Solving: Ability to analyze issues, identify root causes, and propose actionable solutions.
• Time Management: Prioritize tasks effectively in a fast‑paced, high‑volume environment.
• Technical Aptitude: Quick learner who can navigate new tools and platforms with minimal guidance.
• Collaboration: Works well with teammates, shares insights, and contributes to a positive team culture.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Chat & Email Support Specialist, you’ll have access to:

• Structured onboarding and continuous training on our support platform (brighthush) and CRM (brighthush).
• Regular check‑ins with your team lead for feedback, skill development, and career guidance.
• Opportunities to transition into senior support roles, team lead positions, or specialized product support tracks.
• Cross‑functional projects that expose you to product development, marketing, and customer success strategy.
• Access to a library of learning resources, webinars, and industry certifications.

Work Environment & Company Culture

brighthush thrives on a culture of openness, respect, and continuous improvement. As a fully remote team, we prioritize:

• Flexibility: While we require a 40‑hour weekly commitment, we offer flexible shift scheduling to accommodate different time zones and personal commitments.
• Collaboration: Daily stand‑ups, weekly team meetings, and open channels for feedback keep everyone aligned.
• Recognition: We celebrate achievements through shout‑outs, spot bonuses, and public acknowledgment.
• Well‑being: We provide mental health resources, wellness stipends, and encourage a healthy work‑life balance.

Compensation & Benefits

Our competitive salary range for this role is $3,868 to $5,777 per month, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance.
• Paid time off (vacation, sick leave, personal days).
• 401(k) retirement plan with company match.
• Maternity and paternity leave.
• Performance‑based bonuses and incentive programs.
• Professional development budget and training subsidies.

How to Apply

If you’re ready to join a forward‑thinking company that values customer experience, teamwork, and personal growth, we’d love to hear from you. Click the link below to submit your application and start your journey with brighthush.