Customer Support Specialist – AI‑Enhanced Digital Experience & Global Client Success at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that empowers businesses worldwide to deliver exceptional customer experiences. With a portfolio that spans e‑commerce, SaaS, and digital media, we help our partners scale their support operations while staying true to a human‑centric approach. Our mission is to blend cutting‑edge AI tools with seasoned support talent, creating a seamless, efficient, and delight‑oriented service ecosystem.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, remote‑first culture that values innovation, collaboration, and continuous learning. We believe that great customer support is the cornerstone of brand loyalty, and we invest heavily in the professional growth of our team members. Whether you’re a seasoned support veteran or a recent graduate eager to dive into AI‑powered workflows, brighthush offers:

• Competitive base salary plus performance‑based bonuses
• Fully remote work with flexible scheduling (aligned to EST 8:00 AM – 4:00 PM)
• Comprehensive health, dental, and vision plans (including tele‑health options)
• Unlimited paid time off and a generous parental leave policy
• Annual learning stipend for courses, certifications, and conferences
• Access to the latest AI tools, ticketing systems, and collaboration platforms
• Inclusive, supportive community with weekly virtual coffee chats and monthly town‑halls

Role Overview

As a Customer Support Specialist – AI‑Enhanced Digital Experience, you will be the frontline champion for our global clientele. Your primary responsibility is to deliver timely, accurate, and empathetic support across multiple digital channels—email, chat, and ticketing—while leveraging AI‑assisted tools to streamline responses and elevate customer satisfaction. You will collaborate closely with cross‑functional teams, including product, engineering, and marketing, to resolve complex issues and continuously refine our support processes.

Key Responsibilities

• Respond to customer inquiries via email, live chat, and ticketing systems with a focus on clarity, tone, and brand consistency.
• Utilize AI‑powered drafting, summarization, and sentiment analysis tools to craft high‑quality responses in real time.
• Investigate and resolve order, product, and account‑related issues, ensuring a smooth customer journey from start to finish.
• Escalate unresolved or high‑impact problems to the appropriate internal teams, maintaining clear documentation and follow‑up.
• Maintain accurate, up‑to‑date support records and ticket documentation in our chosen platform.
• Adhere to established SLAs, quality metrics, and workflow guidelines, continuously striving to exceed performance benchmarks.
• Contribute to the development and refinement of AI prompts, macros, and support templates, driving efficiency and consistency.
• Participate in regular training sessions, knowledge‑sharing workshops, and cross‑team collaboration initiatives.
• Provide feedback on product usability and feature requests based on customer interactions.

Essential Qualifications

• Proven experience in customer support or service roles, preferably within a digital or e‑commerce environment.
• Hands‑on familiarity with AI tools (e.g., ChatGPT, AI‑powered macros) for drafting and optimizing customer communications.
• Mandatory remote work experience, with fluency in collaboration tools such as Slack, Zoom, Google Workspace, and project management platforms like Asana.
• Strong written communication skills, with meticulous attention to detail and a knack for clear, concise messaging.
• Ability to work fixed hours aligned to the EST time zone (8:00 AM – 4:00 PM) and adapt to occasional peak periods.
• Excellent problem‑solving skills and a proactive approach to troubleshooting.

Preferred Qualifications

• Experience supporting e‑commerce or digital‑first businesses, with a deep understanding of order lifecycle and payment processes.
• Familiarity with ticketing systems such as Zendesk, Gorgias, or Freshdesk, and a solid grasp of support KPIs (e.g., first‑response time, resolution rate).
• Background in building or maintaining knowledge bases, help centers, or community forums.
• Experience with data analytics tools to track and report on support metrics.
• Knowledge of compliance standards (e.g., GDPR, PCI‑DSS) relevant to customer data handling.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong analytical and critical‑thinking abilities.
• Adaptability to evolving AI technologies and support workflows.
• Effective time‑management and multitasking skills in a fast‑paced environment.
• Team player who thrives in a collaborative, remote setting.
• High emotional intelligence and conflict‑resolution aptitude.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you’ll have clear pathways to advance into:

• Senior Support Specialist or Team Lead roles, overseeing a small group of agents.
• Customer Success Manager positions, focusing on long‑term client relationships and upsell opportunities.
• Product or Engineering liaison roles, translating customer feedback into actionable product enhancements.
• AI & Automation Specialist tracks, where you’ll design and implement AI solutions across support channels.

We provide ongoing training, mentorship programs, and a generous learning stipend to help you acquire new certifications, attend industry conferences, and stay ahead of emerging trends.

Work Environment & Culture

brighthush champions a culture of transparency, inclusivity, and continuous improvement. Our remote teams operate across multiple time zones, yet we maintain a strong sense of community through:

• Weekly virtual “coffee chats” where team members share insights and celebrate wins.
• Monthly all‑hands town‑halls featuring leadership updates and Q&A sessions.
• Cross‑departmental project teams that foster collaboration and knowledge exchange.
• An open‑door policy that encourages feedback and innovation at all levels.

We celebrate diversity and are committed to creating an environment where every voice is heard and valued.

Compensation & Benefits

While specific figures vary based on experience, we offer:

• Competitive base salary aligned with industry standards for remote support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction scores and resolution rates.
• Health, dental, and vision insurance plans with tele‑health coverage.
• Unlimited paid time off and a flexible parental leave policy.
• Annual learning stipend for professional development.
• Access to the latest AI and support tools at no additional cost.

How to Apply

If you’re ready to elevate your support career with a forward‑thinking, AI‑driven organization, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to exploring how your skills and passion can help us create unforgettable customer experiences.