Customer Support Specialist – English‑Speaking Markets, Afternoon Shift – brighthush
About brighthush
brighthush is a trailblazing technology partner that is redefining the wellness industry. With an all‑in‑one platform that blends boutique fitness, advanced booking, payroll, marketing, and data analytics, we empower studios, gyms, and wellness providers to streamline operations, unlock new revenue streams, and deliver unforgettable member experiences. Backed by €30 million in funding, brighthush is accelerating its international expansion and is poised to become the go‑to solution for fitness and wellness businesses worldwide.
Why brighthush?
At brighthush, we believe that technology should amplify human connection, not replace it. Our platform is built on a foundation of empathy, transparency, and continuous learning. As a Customer Support Specialist, you will be the first line of communication for our global community of partners, ensuring that their day‑to‑day operations run smoothly and that they feel heard, valued, and empowered.
Role Overview
We are looking for a dedicated, English‑speaking Customer Support Specialist to join our afternoon shift team. You will be the bridge between our clients and the rest of the organization, handling a high volume of support tickets, resolving standard requests, and escalating complex issues to the appropriate teams. Your work will directly impact client satisfaction, retention, and the overall success of brighthush’s mission.
Shift Details
- Schedule: 13:00 – 22:00 Barcelona time (CET/CEST) – 8 hours of work + 1 hour lunch break. The shift is fixed, not rotating.
- Location: Fully remote from Spain.
- Start Date: December 2026.
- Team: Care, Level 1 Support.
- Reporting: Team Lead, Level 1 Support.
- Collaboration: Level 2 Escalations, Account Management (North America), Onboarding, Quality Analyst.
Key Responsibilities
- First Contact Excellence
- Respond to all incoming chat and email conversations during your shift, prioritizing North American clients from 15:00 CET.
- Resolve standard requests such as pass management, subscription changes, booking adjustments, member inquiries, invoice issues, branded app guidance, and payment status updates.
- Utilize the AI agent “Fin” to triage and handle routine queries, ensuring a seamless handoff when human intervention is required.
- Escalation Management
- Identify cases that require deeper investigation or decision‑making and forward them to Level 2 with comprehensive context.
- Communicate clearly with clients about expected resolution timelines, especially when Level 2 and Account Management are offline after 18:00 CET.
- Log detailed handover notes for the next shift to maintain continuity.
- Queue Handover
- Ensure the support queue is clean and ready for the morning shift by 22:00 CET.
- Flag urgent North American cases for the 06:00 CET pickup and annotate open tickets with clear status updates.
- Continuous Improvement
- Track recurring questions and gaps in the help centre, especially those from US and Canadian clients.
- Collaborate with the Knowledge Management team to enrich content and reduce future support volume.
Essential Qualifications
- Minimum 1 year of customer support experience, preferably in a SaaS or software environment.
- Native or fluent English proficiency; strong written communication skills.
- Availability for a fixed 13:00 – 22:00 shift, Monday‑Friday, long‑term.
- Patience, empathy, and the ability to remain calm under pressure.
- Comfortable learning new products in depth and working independently during evening hours.
Preferred Qualifications
- Background in fitness or wellness industries.
- Experience with Intercom or similar customer engagement platforms.
- Prior exposure to US or Canadian client bases.
- Proficiency in a third language (French, Spanish, or others).
Skills & Competencies
- Strong problem‑solving and analytical abilities.
- Excellent time‑management and organizational skills.
- Proficiency in using help centre tools, ticketing systems, and collaboration platforms.
- Adaptability to a fast‑paced, evolving product roadmap.
- Commitment to continuous learning and professional development.
Career Growth & Learning Opportunities
At brighthush, we invest in our people. As you master Level 1 support, you will have the opportunity to:
- Progress to Level 2 Escalations, gaining deeper technical knowledge of our platform.
- Move into Account Management or Product Support roles, leveraging your client‑facing experience.
- Participate in cross‑functional projects that shape the future of our platform.
- Attend industry conferences, workshops, and internal training sessions.
Work Environment & Culture
brighthush is a vibrant, international team that values diversity, inclusion, and work‑life balance. You will be part of a collaborative culture where ideas are shared freely, and every team member’s voice matters. Our remote-first approach means you can work from anywhere in Spain while staying connected through daily stand‑ups, virtual coffee breaks, and team‑building events.
Compensation, Perks, and Benefits
- Competitive Salary: Market‑aligned compensation with performance‑based bonuses.
- Health & Wellness: Fully covered Alan health insurance, DKV dental, mental health support, and paid sick leave.
- AI Tools: Your own Claude account and a monthly AI tools budget to enhance productivity.
- Wellhub Access: Unlimited membership to thousands of gyms, studios, and wellness apps.
- Financial Flexibility: Alan Flex program to pay for meals, transport, and nursery from your gross salary, tax‑free.
- Time Off: 15 extra days per year, Summer Fridays in August, and generous paid vacation.
- Professional Development: Continuous learning budget and access to industry events.
- Inclusive Culture: A commitment to diversity, equity, and inclusion, with accommodations available throughout the hiring process.
Success Metrics
- Fin handoffs picked up within 15 minutes; first reply within 4 staffed hours.
- Queue handed over cleanly at 22:00 CET on a normal day.
- Handle approximately 400 conversations a month at full productivity (from month 4).
- CSAT score of 4.4 or higher on North American conversations.
- No conversation that requests a person is closed without a reply.
First 90 Days Roadmap
- Month 1: Product training, shadowing on the day shift (09:00 – 18:00 CET), and initial conversations with review.
- Month 2: Transition to the 13:00 shift, working alongside the current afternoon‑shift specialist, and achieving autonomy on standard requests in English.
- Month 3: Reach full productivity, meet quality benchmarks, and confidently manage the evening alone when your shift partner is off.
How to Apply
Ready to join a mission‑driven team that is reshaping the wellness tech landscape? Click the link below to submit your application, or email your resume and cover letter to [email protected]. We look forward to hearing how you can help our clients thrive.
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Closing Statement
At brighthush, you will be more than a support agent—you will be a trusted partner to our clients, a catalyst for their success, and a key contributor to our growth story. If you are passionate about technology, customer experience, and making a tangible difference in the wellness industry, we invite you to bring your expertise to our team. Together, we will illuminate the path to healthier, happier communities worldwide.
We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.
If you require accommodations during the application or interview process, please let us know.
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