Dedicated Remote PT Customer Support Specialist – 24/7 Ticket Management, Refund Processing, and Technical Escalation – $25/hr + Bonuses – Join brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric company that is redefining the way people experience digital products. With a mission to empower users through seamless support and innovative solutions, we have built a reputation for delivering world‑class service across the United States and beyond. Our remote‑first culture means you can work from anywhere, collaborate with a diverse team of experts, and grow your career while making a real impact on our customers’ lives.

Why This Role Matters

As a PT Customer Support Specialist at brighthush, you will be the frontline guardian of our user experience. Your day‑to‑day interactions will shape how customers perceive our brand, influence product improvements, and drive loyalty. Whether you’re troubleshooting a billing glitch, guiding a user through a feature, or escalating a complex issue to engineering, your work will directly contribute to our mission of delivering flawless, customer‑first solutions.

Key Responsibilities

• Ticket Management & Response: Monitor and respond to all incoming support tickets via Intercom during your scheduled shift, ensuring timely, accurate, and empathetic communication.
• Inquiry Assessment: Evaluate each customer request to determine the appropriate resolution path—whether it’s a knowledge‑base article, a live chat, or a higher‑level escalation.
• Refund & Billing Handling: Process refund requests efficiently through Stripe, ensuring compliance with company policies and a smooth experience for the customer.
• Technical Issue Identification: Detect and document technical problems that require engineering attention, and communicate them clearly to the development team.
• Knowledge Base Contribution: Update and create help center articles based on recurring issues and new product features.
• Quality Assurance: Participate in regular quality reviews, providing feedback on ticket handling and suggesting process improvements.
• Team Collaboration: Work closely with cross‑functional teams—Product, Engineering, and Marketing—to relay customer insights and help shape future product enhancements.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Minimum of 1–2 years of experience in a customer support or help desk role, preferably in a SaaS or tech environment.
• Proficiency with Intercom (or similar ticketing systems) and Stripe for payment processing.
• Strong written communication skills with a knack for clear, concise, and friendly messaging.
• Ability to work independently in a remote setting, managing time effectively and staying organized.
• Basic technical aptitude—comfortable troubleshooting software issues and navigating web applications.
• High level of empathy and patience, with a genuine desire to help customers succeed.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience with customer support in a high‑volume, fast‑paced environment.
• Familiarity with data analytics tools (e.g., Google Analytics, Mixpanel) to track customer behavior.
• Knowledge of the Stripe API and experience handling complex billing scenarios.
• Previous exposure to engineering workflows and the ability to translate technical jargon into customer‑friendly language.
• Experience creating or maintaining knowledge‑base content and documentation.
• Strong problem‑solving skills and a proactive mindset for continuous improvement.

Skills & Competencies

• Customer‑Centric Mindset: Always put the user first, anticipating needs and exceeding expectations.
• Communication: Articulate ideas clearly in written form, adapt tone to match the customer’s context.
• Technical Literacy: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote environment.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and contributing to collective success.
• Adaptability: Thrive in a dynamic setting, quickly learning new tools and processes.
• Data‑Driven Decision Making: Use metrics to assess performance and identify opportunities for improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a PT Customer Support Specialist, you will have the chance to:

• Progress to a Senior Support Engineer or Team Lead role, taking on more complex issues and mentoring new hires.
• Transition into Product Management or Engineering, leveraging your deep customer insights to shape product strategy.
• Participate in ongoing training programs, including technical workshops, customer‑experience courses, and leadership development.
• Attend industry conferences and webinars, expanding your professional network and staying ahead of market trends.
• Contribute to internal knowledge‑sharing sessions, helping to elevate the entire support organization.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• Fully remote work with flexible scheduling to accommodate your personal life.
• A collaborative, inclusive team that values diverse perspectives and encourages open dialogue.
• Regular virtual team‑building events, from game nights to wellness challenges.
• A transparent feedback loop, where your voice is heard and your ideas can shape company direction.
• Access to cutting‑edge tools and technology that streamline your workflow and enhance productivity.

Compensation, Perks, and Benefits

While the base rate for this role is $25 per hour, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive hourly wage plus performance‑based bonuses.
• Health, dental, and vision insurance options (for eligible employees).
• Generous paid time off (PTO) and holiday schedule.
• 401(k) plan with company match (for full‑time employees).
• Professional development stipend to fund courses, certifications, or conferences.
• Monthly wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Employee referral program with attractive rewards.
• Access to a company‑wide knowledge base and internal learning portal.

How to Apply

If you’re passionate about delivering outstanding customer experiences, thrive in a remote setting, and want to grow with a forward‑thinking company, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this job at brighthush

Join brighthush Today

At brighthush, we’re not just a company—we’re a community of innovators, problem‑solvers, and customer advocates. Your role as a PT Customer Support Specialist will be pivotal in shaping how our users interact with our products and how we evolve as a brand. If you’re ready to bring your expertise, empathy, and enthusiasm to a team that values growth, collaboration, and impact, we encourage you to apply now. Let’s build something extraordinary together.