Customer Support Specialist – AI‑Powered Fitness Platform – Remote (Pacific Time) – Join brighthush's Innovative Team

About brighthush

brighthush is redefining the boutique fitness landscape with an AI‑powered gym management platform that blends cutting‑edge technology with a human‑centric approach. Trusted by over 5,000 gyms and serving more than 500,000 members worldwide, brighthush processes approximately $1 B in annual revenue, proving that intelligent automation can scale without sacrificing the personal touch that fitness entrepreneurs value most.

Backed by a strong Series B funding round from leading venture firms, brighthush is on a mission to level the playing field for independent fitness owners. Our AI Assistant, AI Member Intel, and AI‑powered reporting tools are already transforming how gym owners and coaches make decisions, unlock new revenue streams, and collaborate across a connected network. As more gyms join our ecosystem, the data compounds, the intelligence deepens, and the value of the platform grows for every member of the community.

We are a global team of builders, operators, and fitness fanatics who thrive on innovation, collaboration, and a relentless focus on customer success. If you are ready to help reshape an industry and make a tangible impact on the lives of thousands of fitness enthusiasts, we want to hear from you.

The Role

As a Customer Support Specialist at brighthush, you will be the first line of the customer experience. You will be the trusted point of contact for gym owners and staff when they encounter issues, have questions, or need guidance. Your mission is simple yet demanding: respond quickly, resolve accurately, and leave every interaction better than you found it.

Working within the Core support queue in Intercom, you will triage conversations, resolve what you can, and escalates cleanly when necessary. You will stay up‑to‑date on product changes so your answers reflect the current state of the platform. We prioritize applicants who are available during Pacific Time (no WA, CA, NY, or international time zones).

Key Responsibilities

Queue Ownership

• Respond to incoming chats in Intercom for Core clients with speed and accuracy.
• Triage each conversation: resolve what you can, and escalates cleanly when you cannot.
• Follow up on snoozed and pending conversations so nothing falls through the cracks.
• Maintain queue hygiene and response‑time standards throughout your shift.

Quality and Knowledge

• Validate support articles, macros, and bot responses—flag anything outdated or inaccurate.
• Stay current on product changes and releases so your answers reflect what is actually true today.
• Identify recurring patterns and surface trends to the Support Lead with actionable insights.

Team Collaboration

• Collaborate with L1 and L2 teammates to share context and close gaps.
• Hand off escalations with full context so customers don’t have to repeat themselves.
• Participate in cross‑functional meetings to provide customer‑centric feedback on product development.

Essential Qualifications

• 1–2 + years of experience in a customer support, customer success, or client‑facing SaaS role.
• Experience working in a chat‑first support environment is highly preferred.
• Fast, clear written communicator—able to explain a technical issue in plain language under time pressure.
• Highly accountable and self‑driven; owns a conversation from open to closed without being chased.
• Strong troubleshooter—comfortable working through a problem without a complete playbook.
• Detail‑oriented; accurate under volume, not just when it’s quiet.
• Comfortable learning new software quickly; experience with Zoom, Slack, and Intercom is a plus.
• Comfortable utilizing AI to automate workflows and create leverage in your day‑to‑day.
• Pacific Time availability required.

Nice to Have

• Fitness industry or gym management software experience.
• Experience with support tooling like Intercom, Zendesk, or similar.
• Ideal availability to work Sunday to Thursday.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our growth. As a Customer Support Specialist, you will:

• Gain deep product knowledge that positions you for future roles in product management, customer success leadership, or technical support engineering.
• Participate in regular “Ask Me Anything” sessions with senior engineers and product leads, giving you direct access to the decision‑making process.
• Receive mentorship from seasoned support leaders who have built high‑performing teams across multiple SaaS companies.
• Contribute to the creation of new support documentation, knowledge‑base articles, and AI‑driven help flows—shaping the way future customers interact with the platform.
• Earn performance‑based bonuses and equity awards that reward your impact on customer satisfaction and retention.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere while staying connected through Slack, Zoom, and our internal collaboration tools.
• Data‑Driven Decision Making: Every initiative is backed by metrics—whether it’s reducing average response time or increasing customer NPS.
• Inclusive Community: We celebrate diversity and foster an environment where every voice is heard.
• Learning & Development: Quarterly learning days, access to industry conferences, and a generous stipend for online courses.
• Well‑Being Focus: Wellness stipend, mental health resources, and a culture that encourages taking time off when needed.

Compensation & Benefits

While specific salary ranges vary by experience and location, we offer a competitive compensation package that includes:

• Base salary commensurate with market rates for remote SaaS support roles.
• Equity incentive plan—own a piece of the company’s future success.
• Flexible paid time off (PTO) and public holidays.
• Health care plan covering medical, dental, and vision.
• Company‑sponsored 401(k) with matching contributions.
• Life insurance and extended family leave (maternity, paternity).
• Work‑from‑home stipend to set up a productive home office.
• Wellness stipend for gym memberships, fitness classes, or other health‑related activities.

Our Commitment to Inclusion

brighthush is dedicated to fostering an inclusive and dynamic workplace. We do not tolerate any form of discrimination or harassment. We are committed to providing equal opportunities regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic information, veteran status, or any other legally protected characteristic.

Ready to Join brighthush?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, AI‑driven environment, and want to be part of a company that is reshaping the boutique fitness industry, we encourage you to apply today. Bring your curiosity, your problem‑solving skills, and your commitment to excellence—let’s build the future of fitness together.

Apply now and become a key player in brighthush’s journey to empower independent fitness entrepreneurs worldwide.