Dynamic Customer Experience Agent – Remote, Night Shift, Fashion-Tech Innovation at brighthush

About brighthush

brighthush is a cutting‑edge fashion‑tech startup that is redefining how people discover, express, and celebrate their personal style. With a mission to empower every individual to feel confident and authentic, we combine data‑driven design, AI‑powered recommendations, and a vibrant community to create a seamless, personalized shopping experience. As we scale rapidly, we are building an in‑house support team that will be the first line of contact for our global user base. If you thrive in a fast‑paced environment, love listening to real people, and want to shape the future of fashion technology, brighthush is the place for you.

Why Join brighthush?

At brighthush, we believe that exceptional customer experience starts with a culture of care—both for our users and for our teammates. We offer a fully remote, flexible schedule that adapts to your lifestyle, a transparent performance review system, and a culture of continuous learning where your ideas are heard from day one. As we grow, you’ll have the opportunity to advance quickly, take on new responsibilities, and influence product improvements that directly impact millions of users worldwide.

Key Responsibilities

• Serve as the primary voice and face of brighthush for customers across email, chat, and future phone channels.
• Handle a high volume of inquiries with speed, accuracy, and empathy, ensuring every user leaves satisfied.
• Work a night‑shift schedule (approximately six nights per month) while maintaining productivity and morale.
• Collaborate with cross‑functional teams—Product, Engineering, Marketing—to identify pain points and propose actionable improvements to support workflows.
• Maintain and update the knowledge base and internal documentation to keep the team aligned and informed.
• Participate in daily Slack huddles and weekly retrospectives to share insights, celebrate wins, and refine processes.
• Track and meet KPIs and SLAs, using data to drive continuous improvement.
• Actively learn and grow within the IT and customer support domain, taking advantage of training resources and mentorship opportunities.

Essential Qualifications

• Proficient in English (B1+ level) and Ukrainian; additional languages are a plus.
• Prior experience in customer support via phone, email, chat, or live chat.
• Strong communication skills—both written and verbal—capable of conveying complex information in a clear, friendly manner.
• Self‑motivated, organized, and able to own responsibilities while working independently.
• Comfortable with a night‑shift schedule and flexible to adapt to changing shift patterns.
• Willingness to learn and grow in the IT and fashion‑tech space.

Preferred Qualifications

• Experience with helpdesk platforms such as Zendesk or Freshdesk.
• Background in e‑commerce or fashion technology.
• Experience with data analysis tools (Excel, Google Sheets) to track metrics and report trends.
• Knowledge of customer journey mapping and user experience best practices.

Skills & Competencies

• Problem‑solving: Ability to diagnose issues quickly and propose effective solutions.
• Time management: Prioritize tasks in a fast‑moving environment.
• Team collaboration: Work seamlessly with remote teammates across time zones.
• Adaptability: Thrive in a startup culture where priorities shift rapidly.
• Technical aptitude: Comfortable navigating multiple software tools and learning new systems.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent from the ground up. Our career ladder is designed to reward performance, initiative, and impact. As a Customer Experience Agent, you will have the chance to:

• Progress to a Senior Support Specialist role, taking on mentorship and training responsibilities.
• Transition into Product Support Engineering, where you’ll work closely with developers to resolve technical bugs.
• Move into Customer Success Management, focusing on long‑term user engagement and retention.
• Participate in cross‑functional projects that influence product roadmap decisions.

We provide access to online courses, certifications, and internal workshops to help you build the skills you need to advance. Regular performance reviews and transparent feedback loops ensure you always know where you stand and what steps to take next.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote team spans multiple time zones, yet we maintain a strong sense of community through:

• Daily Slack huddles for quick check‑ins and real‑time collaboration.
• Monthly virtual coffee chats where team members share personal stories and professional insights.
• A wellness program that includes mental health resources, flexible work hours, and ergonomic support.
• A culture of recognition where achievements—big or small—are celebrated publicly.

We value diversity and inclusion, and we actively seek to create an environment where every voice is heard and every idea has the potential to shape our future.

Compensation, Perks, and Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive salary package that reflects the high impact of the role. In addition to base pay, you will receive:

• Performance‑based bonuses tied to key metrics.
• Full health and dental insurance coverage.
• Generous paid time off (PTO) and flexible holiday policy.
• Access to professional development funds for courses, conferences, and certifications.
• Monthly remote work stipend to support home office setup.
• Participation in company‑wide retreats and team‑building events.

How to Apply

If you are passionate about delivering world‑class customer support, eager to grow within a fast‑moving fashion‑tech startup, and ready to embrace the challenges of night‑shift work, we want to hear from you. Submit your application through the link below and join a team that values initiative, creativity, and a relentless focus on user delight.