Customer Support Agent – B2C Product Specialist – Phone, Email, Live Chat – Remote – brighthush

About brighthush

brighthush is a trailblazer in vehicle reimbursement and risk mitigation solutions, empowering organizations to streamline spend, protect assets, and elevate employee productivity. With a legacy spanning eight decades, we fuse deep industry expertise with cutting‑edge technology to deliver data‑driven insights that enable smarter, faster decision making. Our solutions are trusted by Fortune 500 leaders worldwide, and we are committed to redefining the way people work on the road.

At brighthush, we believe that work should be WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether. These pillars guide every interaction, every product, and every team member. We celebrate individuality, foster diversity, and create an environment where innovation thrives through continuous learning, collaborative problem solving, and open dialogue.

Position Overview

We are seeking a proactive, empathetic, and tech‑savvy Customer Support Agent to join our Everlance B2C product line. In this role, you will be the first line of defense for our customers, resolving inquiries, troubleshooting issues, and ensuring a flawless experience across phone, email, and live chat channels. Your dedication to customer satisfaction will directly influence our brand reputation and customer retention.

As a key member of the support team, you will collaborate with product specialists, engineering, and leadership to elevate the customer journey. If you thrive in a fast‑paced, collaborative environment and are passionate about making a tangible impact on users’ daily lives, we want to hear from you.

Key Responsibilities

• Respond to end‑user and client inquiries across phone, email, and webchat with speed, accuracy, and a customer‑centric mindset.
• Diagnose and resolve issues of varying complexity, ensuring all interactions meet or exceed established service level agreements.
• Document every case, update, and resolution in the support platform, maintaining clear, concise, and searchable records.
• Act as a Subject Matter Expert (SME) for designated Everlance products, staying current on feature releases, policy changes, and best practices.
• Escalate complex or high‑impact issues to the appropriate teams, following structured escalation paths and maintaining proactive communication.
• Review and process customer forms, documentation, and compliance requests, ensuring accuracy and adherence to regulatory standards.
• Collaborate with cross‑functional teams to identify root causes, propose process improvements, and implement solutions that enhance the customer experience.
• Participate in after‑hours and weekend coverage as required, maintaining a flexible schedule to support a global customer base.
• Contribute to knowledge base articles, FAQs, and training materials to empower customers and reduce repeat inquiries.
• Maintain a positive, solution‑oriented attitude, turning challenging situations into opportunities for customer delight.

Essential Qualifications

• Minimum of 1 year of customer service or technical support experience, preferably in SaaS or technology environments.
• Excellent written and verbal communication skills in English; proficiency in Spanish and/or French is a plus.
• Strong technical aptitude with the ability to quickly learn new systems, tools, and processes.
• Demonstrated ability to manage multiple tasks simultaneously in a fast‑paced setting.
• Experience using support platforms such as Zendesk, Salesforce Service Cloud, or similar ticketing systems.
• Commitment to meeting daily performance metrics and maintaining high customer satisfaction scores.
• Reliability, consistency, and a proactive approach to problem solving and escalation.
• Knowledge of the taxation lifecycle—including reimbursements, deductions, compliance, and payment processing—is advantageous.

Preferred Qualifications

• Prior experience supporting B2C SaaS products or consumer‑facing platforms.
• Familiarity with vehicle reimbursement workflows, expense management, or related financial processes.
• Experience with multi‑channel support (phone, email, live chat) and a proven track record of delivering exceptional service across all touchpoints.
• Background in data analysis or reporting, with the ability to extract insights from support metrics.
• Certification or coursework in customer experience, service design, or related fields.

Skills & Competencies

• Customer‑First Mindset: Passion for understanding and solving customer pain points.
• Communication: Clear, concise, and empathetic communication across all channels.
• Problem Solving: Analytical thinking and a methodical approach to troubleshooting.
• Technical Proficiency: Comfortable navigating multiple software platforms and quickly mastering new tools.
• Collaboration: Ability to work effectively with cross‑functional teams and share knowledge.
• Adaptability: Thrives in a dynamic environment with shifting priorities and evolving processes.
• Time Management: Efficiently prioritizes tasks while maintaining high quality and accuracy.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and industry trends.
• Mentorship from senior support leaders and product specialists.
• Opportunities to transition into advanced support roles, product management, or customer success leadership.
• Participation in cross‑functional projects that influence product roadmap and customer experience strategy.
• Access to industry conferences, webinars, and certifications to broaden your expertise.

Work Environment & Culture

Our support team operates in a hybrid model, offering the flexibility to work remotely or from our vibrant office spaces. We celebrate a culture of transparency, collaboration, and continuous improvement. Our core values—WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere, and WorkTogether—are reflected in daily practices, from flexible scheduling to wellness initiatives.

We champion diversity and inclusion, actively recruiting talent that reflects the communities we serve. Our Employee Resource Groups, dynamic learning sessions, and open forums ensure every voice is heard and celebrated.

Compensation & Benefits

Competitive hourly rate of $20.80, with potential adjustments based on experience, technical skills, and performance. In addition to a comprehensive benefits package, brighthush offers:

• Medical, dental, and vision insurance with employer contributions, effective day one.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• 401(k) plan with company match.
• Short‑ and long‑term disability coverage, basic life insurance, and accidental death & dismemberment (AD&D).
• Paid time off (PTO) and paid parental leave: 16 weeks maternity and adoption leave, 12 weeks paternity leave.
• Employee assistance program and access to mental health resources through Modern Health.
• Home office reimbursement up to $1,000 and internet/cellular cost coverage.
• Internal referral bonus of $2,000 for successful hires.
• Family planning and parenting support benefits through Maven.
• WorkAnywhere stipend for remote work setup.

We are committed to supporting the physical, mental, and professional well‑being of every team member.

How to Apply

Ready to join a forward‑thinking team that values innovation, customer success, and personal growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to brighthush

Closing

At brighthush, we are more than a company—we are a community dedicated to making work better for everyone, everywhere. If you are passionate about delivering exceptional customer experiences, thrive in a collaborative environment, and want to grow your career with a leader in the vehicle reimbursement space, we encourage you to apply today. Join us and help shape the future of work on the road.