Digital Customer Support Specialist – Chat, Email & SMS – Multichannel Communication Expert
About brighthush
At brighthush, we’re redefining the future of digital customer experience. Our mission is to empower every customer interaction with empathy, speed, and precision, ensuring that every message—whether it’s a quick chat, an email, or an SMS—delivers the same level of care and expertise. We’re a fast‑growing, technology‑driven organization that values creativity, continuous learning, and a culture of collaboration. If you thrive in a dynamic, high‑energy environment and want to be part of a team that’s shaping the next generation of customer support, brighthush is the place for you.
Why Join brighthush?
- Be part of a forward‑thinking company that’s investing heavily in AI, automation, and real‑time support tools.
- Enjoy a flexible, hybrid work model that balances in‑office collaboration with remote autonomy.
- Receive competitive pay, a comprehensive benefits package, and a culture that celebrates innovation and teamwork.
- Grow your career with clear pathways to leadership roles, specialized training, and mentorship programs.
Key Responsibilities
As a Digital Customer Support Specialist, you’ll be the frontline voice of brighthush, handling a high volume of customer inquiries across multiple digital channels. Your day‑to‑day tasks will include:
- Responding to customer inquiries via chat, email, and SMS with clarity, professionalism, and empathy.
- Guiding customers through online shopping, troubleshooting website issues, and resolving post‑order concerns.
- Managing multiple conversations simultaneously while maintaining quality and accuracy.
- Documenting all interactions in our case management system and following up on outstanding issues.
- Meeting or exceeding performance goals for response time, resolution accuracy, and customer satisfaction.
- Notifying business partners of website errors and collaborating on issue resolution.
- Leveraging AI tools and real‑time assist features to enhance service delivery.
Essential Qualifications
- High school diploma or GED.
- Minimum of 2 years of related experience in customer service, call center, or digital support.
- Excellent written communication skills with a strong command of tone and grammar.
- Typing speed of at least 30 words per minute.
- Strong problem‑solving skills and meticulous attention to detail.
- Ability to multitask across multiple digital channels effectively.
- Comfort with technology and a proven ability to learn new systems quickly.
- Prior experience in chat/email support is preferred but not required.
Preferred Qualifications
- Experience with AI‑powered support tools or real‑time assist features.
- Multilingual capabilities (French/English or Spanish/English) are a plus.
- Knowledge of automotive products or e‑commerce platforms is desirable.
- Experience with case management systems and CRM platforms.
Skills & Competencies
- Exceptional written communication and active listening.
- Strong organizational skills and the ability to prioritize tasks.
- High emotional intelligence and a customer‑centric mindset.
- Adaptability to changing priorities and fast‑paced environments.
- Team collaboration and a willingness to share best practices.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. Many of our senior leaders began their journey as Digital Customer Support Specialists. We offer:
- Structured training programs covering product knowledge, advanced communication techniques, and leadership fundamentals.
- Mentorship from experienced managers and subject‑matter experts.
- Clear promotion pathways to roles such as Team Lead, Quality Analyst, or Customer Experience Manager.
- Access to industry conferences, webinars, and certifications.
Work Environment & Culture
Our team thrives on collaboration, transparency, and a shared commitment to customer excellence. You’ll find:
- A hybrid work model that blends in‑office collaboration with remote flexibility.
- Regular team‑building events, hackathons, and innovation challenges.
- A culture that values diversity, equity, and inclusion.
- Opportunities to contribute to community outreach and volunteer initiatives.
Compensation & Benefits
We offer a competitive hourly rate ranging from $14.25 to $19.00, depending on experience, location, and skill set. In addition to pay, you’ll enjoy:
- 401(k) retirement plan with company match.
- Paid time off, sick leave, and paid parental leave.
- Health, dental, vision, and prescription drug insurance.
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
- Employee Assistance Program and life insurance.
- Short‑term and long‑term disability coverage.
- Annual performance‑based salary increases.
- Employee discount program and special recognition awards.
- Volunteer and community service opportunities.
- Military leave, jury duty, and bereavement pay.
Physical Demands & Work Environment
The role requires regular sitting, talking, and hearing. Occasional standing, walking, and light lifting (up to 25 pounds) may be required. The work environment is typically moderate in noise level. Reasonable accommodations are available for individuals with disabilities.
Location & Eligibility
To qualify for this role, you must reside within the Eastern Time Zone. This ensures seamless collaboration with our global teams and timely response to customer inquiries.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants, regardless of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, or disability.
How to Apply
Ready to join a team that’s shaping the future of customer support? Click the link below to submit your application and become part of the brighthush family.
Contact & Support
For any questions about the role or the application process, feel free to reach out to our recruiting team at [email protected]. Apply for this job