Dynamic Customer Service & Care Representative – Hybrid Remote (3 Days In‑Office, 2 Days Remote) – Career Growth at brighthush

About brighthush and the Opportunity

At brighthush, we’re redefining the way people experience customer support. Our mission is to create a world where every interaction feels personal, proactive, and empowering. Whether you’re dialing into a call from a quiet home office or collaborating with teammates in our vibrant downtown hub, you’ll be part of a culture that values curiosity, empathy, and continuous improvement.

We’re currently expanding our Customer Service & Care team and are looking for passionate, people‑centric professionals who thrive in a hybrid environment. If you love helping others, enjoy problem‑solving, and want to grow your career in a supportive, forward‑thinking organization, this role is for you.

Key Responsibilities

As a Customer Service & Care Representative at brighthush, you’ll be the frontline advocate for our customers. Your day‑to‑day tasks will include:

• Inbound & Outbound Support: Handle a high volume of customer inquiries via phone, chat, and email, ensuring each interaction is courteous, accurate, and timely.
• Account Management: Update and maintain customer records, process renewals, and manage billing inquiries with precision.
• Problem Resolution: Diagnose issues, provide clear solutions, and follow up until the customer’s needs are fully met.
• Cross‑Functional Collaboration: Work closely with Sales, Technical Support, and Billing teams to resolve complex issues and improve service delivery.
• Customer Advocacy: Champion the customer’s voice within the organization, driving initiatives that enhance satisfaction and retention.
• Process Improvement: Identify recurring pain points and propose enhancements to our support workflows and knowledge base.
• Compliance & Quality Assurance: Adhere to company policies, data protection regulations, and quality standards in every interaction.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, skills, and a growth mindset:

• Experience: 1–2 years of customer service or call center experience, preferably in a hybrid or remote setting.
• Technical Proficiency: Comfortable using MS Office, CRM systems, and ticketing platforms. Typing speed of 45+ WPM is preferred.
• Communication: Excellent verbal and written communication skills, with a friendly, professional tone.
• Multitasking & Time Management: Ability to juggle multiple calls, tickets, and tasks while maintaining high quality.
• Problem‑Solving: Strong troubleshooting skills and a proactive approach to resolving customer issues.
• Team Player: Works well independently and collaboratively, contributing to a positive team dynamic.
• Resilience: Handles high‑pressure situations calmly, turning challenging interactions into positive outcomes.
• Follow‑Up: Demonstrates strong follow‑up skills, ensuring all customer requests are completed and documented.

Preferred Qualifications

While not mandatory, the following will give you a competitive edge:

• Experience in a SaaS or technology‑focused customer support role.
• Knowledge of customer retention strategies and upselling techniques.
• Familiarity with remote collaboration tools (Slack, Teams, Zoom).
• Basic data analysis skills to track and report on support metrics.
• Multilingual abilities to serve a diverse customer base.

Skills & Competencies

Success at brighthush requires a blend of hard and soft skills:

• Empathy & Active Listening: Understand customer emotions and needs to provide tailored solutions.
• Adaptability: Quickly adjust to new processes, tools, and customer expectations.
• Attention to Detail: Ensure accuracy in data entry, documentation, and compliance.
• Customer‑Centric Mindset: Prioritize the customer’s experience in every decision.
• Continuous Learning: Seek feedback, attend training, and stay updated on industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service & Care Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular skill‑building workshops on communication, conflict resolution, and product knowledge.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Customer Success Manager.
• Cross‑departmental projects that expose you to sales, product development, and marketing.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Company Culture

Our hybrid model blends the best of both worlds:

• Hybrid Flexibility: 3 days in our modern office, 2 days working from your preferred home workspace.
• Collaborative Spaces: Open‑plan workstations, breakout rooms, and a dedicated “innovation hub” for brainstorming.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster a sense of belonging.
• Employee Wellness: On‑site fitness classes, mindfulness sessions, and ergonomic workstations.
• Community Impact: Volunteer days, sustainability initiatives, and partnerships with local nonprofits.

Compensation, Perks & Benefits

We offer a competitive total rewards package designed to support your well‑being and professional growth:

• Base Salary: Market‑competitive, with performance‑based bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family.
• Retirement Planning: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and company holidays.
• Remote Work Support: Home office stipend, high‑speed internet reimbursement, and equipment loan program.
• Professional Development: Tuition reimbursement, conference allowances, and access to online learning platforms.
• Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer recognition programs.
• Well‑Being Initiatives: Mental health resources, employee assistance programs, and wellness stipends.

Why brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a community that values innovation, empathy, and personal growth. Our hybrid model empowers you to balance professional responsibilities with personal commitments, while our collaborative culture ensures you never feel isolated. We’re committed to creating a drug‑ and alcohol‑free workplace that prioritizes safety, respect, and inclusion.

Ready to Make an Impact?

If you’re excited to help customers feel heard, supported, and valued, and you’re eager to grow within a forward‑thinking organization, we want to hear from you. Apply today and become part of the brighthush family, where every conversation matters and every team member is empowered to shine.