Dynamic Customer Support Executive – 6‑Month Fixed‑Term Remote Opportunity with brighthush (United States)

About brighthush

brighthush is a trailblazing B2B marketplace that revolutionizes the diamond and gemstone industry. By connecting jewelry retailers with a curated network of premium suppliers, we empower businesses of all sizes to source high‑quality gems with unprecedented transparency, speed, and cost‑efficiency. Our platform blends cutting‑edge technology with deep industry expertise, enabling retailers to reduce inventory risk, streamline procurement, and scale their operations globally.

Founded on the principles of democratization, innovation, and customer‑centricity, brighthush is rapidly expanding its footprint across North America, Europe, and Asia. We are committed to fostering a culture where every team member can thrive, learn, and make a tangible impact on the industry’s future.

Mission & Vision

In an industry historically marked by opacity and exclusivity, brighthush’s mission is to level the playing field. We provide independent jewelers and boutique retailers with the same access to quality, pricing, and selection that large conglomerates enjoy. By simplifying the supply chain and enhancing transparency, we help our partners grow profitably while delivering exceptional value to their customers.

Role Overview

Position: Customer Support Executive (6‑Month Fixed‑Term Contract) Location: Fully remote – United States (any time zone) Working Hours: Monday – Friday, 10:00 AM – 7:00 PM EST (flexible within core window) Contract Type: 6‑month fixed‑term, immediate start required

This role is pivotal in ensuring that every interaction with brighthush’s customers is seamless, efficient, and memorable. You will be the frontline advocate for our clients, resolving inquiries across live chat, WhatsApp, and email, while collaborating closely with cross‑functional teams to drive continuous improvement.

Key Responsibilities

• Customer Interaction: Respond to live chat, WhatsApp, and email inquiries with a swift, courteous, and solution‑oriented approach.
• Issue Resolution: Diagnose and resolve day‑to‑day client issues related to logistics, order status, platform bugs, and payment queries.
• Process Improvement: Identify recurring pain points, collaborate with product, engineering, and logistics teams to implement root‑cause fixes, and document best practices.
• Performance Metrics: Meet or exceed team KPIs such as average response time, first‑contact resolution, and customer satisfaction scores.
• Voice of the Customer: Act as the internal champion for customer feedback, ensuring that insights are translated into actionable product and service enhancements.
• Knowledge Management: Maintain and update the internal knowledge base, FAQs, and troubleshooting guides to empower both customers and teammates.
• Collaboration: Work closely with sales, marketing, and technical support to provide a unified customer experience.

Essential Qualifications

• Minimum 2 years of proven experience in online customer support, live chat, or call center environments.
• Demonstrated ownership mindset: take full responsibility for customer outcomes and drive results independently.
• Exceptional organizational skills: manage multiple support channels simultaneously while maintaining high quality.
• Proactive, forward‑thinking attitude: anticipate customer needs and propose solutions before issues arise.
• Assertive communication: confidently advocate for customers in cross‑functional discussions.
• Strong collaboration skills: thrive in a fast‑paced, scale‑up environment where teamwork is essential.
• Fluency in English (written and spoken) – full professional proficiency required.

Preferred Qualifications

• Experience with Zendesk or similar ticketing systems.
• Native or full professional proficiency in Spanish or French.
• Background in the jewelry, luxury goods, or e‑commerce sectors.
• Knowledge of logistics and supply‑chain processes.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Adaptability to rapid change and new product releases.
• Tech savviness: comfortable navigating multiple platforms and tools.
• Time‑management: prioritize tasks effectively in a dynamic environment.

Career Growth & Learning Opportunities

• Hands‑on experience with a high‑growth B2B marketplace that is reshaping an entire industry.
• Opportunity to work closely with product, engineering, and logistics teams, gaining cross‑functional insight.
• Access to ongoing training programs, webinars, and industry conferences.
• Clear pathway to transition into senior support, product, or operations roles within brighthush.
• Mentorship from seasoned leaders who champion professional development.

Work Environment & Company Culture

• Fully remote, flexible schedule with a core window to support collaboration across time zones.
• Low‑hierarchy, flat structure that encourages open dialogue and rapid decision‑making.
• Culture of empowerment: team members own projects, set goals, and measure impact.
• Commitment to continuous learning: regular knowledge‑sharing sessions and skill‑building workshops.
• Inclusive, diverse, and supportive workplace that values every voice.

Compensation & Benefits

• Competitive hourly rate commensurate with experience (USD).
• Performance‑based bonus structure tied to team KPIs.
• Health, dental, and vision coverage options for eligible employees.
• Generous paid time off (PTO) and flexible holiday policy.
• Professional development stipend for courses, certifications, or conferences.
• Access to a digital wellness platform and mental‑health resources.
• Monthly team virtual coffee breaks and quarterly virtual retreats.

How to Apply

Ready to join a forward‑thinking team that’s redefining the gemstone industry? Submit your resume and a brief cover letter (in English) outlining why you’re the perfect fit for this role. Highlight any experience with Zendesk, multilingual support, or the jewelry sector.

Send your application to [email protected] with the subject line “Customer Support Executive – Remote (US)”. We review applications on a rolling basis and will contact qualified candidates promptly.

Join brighthush – Where Passion Meets Innovation

At brighthush, we believe that great customer support is the cornerstone of lasting relationships. If you’re a proactive, customer‑first professional who thrives in a fast‑paced, collaborative environment, we invite you to bring your expertise to our team. This 6‑month contract is more than a role – it’s an opportunity to shape the future of the gemstone marketplace, learn from industry leaders, and accelerate your career trajectory.

Apply today and become part of a company that values transparency, empowerment, and continuous growth. We can’t wait to see how you’ll help us elevate the customer experience to new heights.