Dynamic Customer Support Specialist – Digital Safety & Cybersecurity – Remote (San Antonio, TX)

About brighthush

At brighthush, we are on a bold mission: to empower people of all ages to thrive in an increasingly connected world. By uniting the expertise of two industry pioneers—brighthush and its sister organization—we have created a unified platform that protects millions of families, schools, and communities across more than 100 countries. With a combined annual recurring revenue exceeding $340 million, our technology safeguards over 9 million families and 32,000 schools worldwide. Our global team of 1,000+ passionate professionals is dedicated to blending intelligent digital threat protection with child and student wellbeing tools, ensuring that everyone can navigate the digital landscape safely and confidently.

brighthush is a category‑defining leader in digital safety, offering a suite of intelligent products that shield users from identity theft, cyberbullying, and other online threats. We are in an exciting phase of hyper‑growth, guided by a leadership team that has successfully scaled startups into multi‑billion‑dollar enterprises. Our culture is built on innovation, empathy, and a relentless commitment to making the internet a safer place for all.

Role Overview

We are seeking a dynamic, customer‑service‑oriented Customer Support Specialist to serve as the frontline ambassador for brighthush. In this role, you will educate customers about our cutting‑edge products, provide empathetic and prompt responses to inquiries, and collaborate with the Customer Experience team to deliver high‑quality support. This position is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Why Join brighthush?

• Be part of a mission‑driven organization that is reshaping digital safety for millions.
• Work in a collaborative, high‑energy environment that values innovation and continuous learning.
• Enjoy a competitive compensation package, comprehensive benefits, and a culture that supports work‑life balance.
• Grow your career with clear pathways, mentorship, and access to industry‑leading training.

Key Responsibilities

• Serve as the first point of contact for brighthush customers, delivering superior service across multiple channels (phone, chat, email).
• Handle general customer service inquiries, process enrollments, resolve complaints, and troubleshoot product and service issues.
• Manage a high volume of inbound calls while maintaining a positive, solution‑oriented experience for every caller.
• Identify retention and upsell opportunities by aligning brighthush’s Identity, Privacy, and Security solutions with each customer’s unique needs.
• Conduct outbound follow‑up calls to ensure customer satisfaction and gather feedback.
• Collaborate closely with Customer Experience, Product, and Sales teams to share insights and improve the overall customer journey.
• Participate in ongoing training, certification programs, and knowledge‑sharing sessions to stay current on product updates and industry trends.
• Adhere to company policies, data privacy regulations, and quality standards to protect customer information.
• Contribute to continuous improvement initiatives, suggesting process enhancements that elevate service quality.

Essential Qualifications

• Minimum of 2 years of experience in a customer service or call‑center environment.
• Excellent data entry and typing skills (minimum 40 words per minute).
• Superior listening, verbal, and written communication skills.
• Ability to handle emotional and high‑stress calls with empathy, remaining patient and calm while understanding the caller’s concerns.
• Strong multitasking abilities: simultaneously listening, typing, and navigating support tools with high detail and accuracy.
• Comfortable with technology, internet navigation, and learning new system processes.
• Experience with Microsoft Windows and Google Suite; familiarity with Mac systems is a plus.
• Reliable home internet connection (minimum 50 Mbps download speed) and a dedicated, confidential workspace.
• Must complete New Hire Orientation, the Credit Education training program, and pass all certification exams.

Preferred Qualifications

• Prior experience with upselling or cross‑selling in a customer‑facing role.
• Knowledge of digital safety, cybersecurity, or related fields.
• Experience using CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Fluency in additional languages is a plus.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical and critical‑thinking skills.
• Adaptability to fast‑changing environments and evolving product features.
• Team player who thrives in cross‑functional collaborations.
• High emotional intelligence and resilience under pressure.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training sessions on product updates, industry best practices, and soft‑skill development.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Product Specialist.
• Opportunities to contribute to product roadmaps through customer insights.
• Participation in cross‑departmental projects that drive innovation and operational excellence.

Work Environment & Culture

brighthush fosters an inclusive, collaborative culture where every voice matters. Our remote‑first approach empowers you to work from anywhere within the San Antonio region while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels (Slack, Teams, Zoom).
• Regular virtual social events and wellness initiatives.
• Transparent leadership and a flat hierarchy that encourages initiative.

Compensation & Benefits

We offer a competitive compensation package that reflects your experience and performance:

• Base pay: $19 per hour, with potential adjustments based on job‑related knowledge, skills, experience, and performance metrics.
• Upsell incentives and performance bonuses.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave and flexible time off.
• Professional development stipend and access to industry conferences.
• Employee wellness programs, including mental health resources and fitness reimbursements.
• Generous paid time off and holiday schedule.

How to Apply

If you are passionate about digital safety, thrive in a fast‑paced environment, and want to make a real impact, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Specialist role at brighthush.

Closing Statement

Join brighthush and become a guardian of the digital world. Your expertise will help protect families, schools, and individuals from online threats, ensuring they can navigate the internet with confidence and peace of mind. We are committed to building an inclusive community where every team member feels valued and empowered to grow. If you’re ready to take the next step in your career and contribute to a safer, brighter digital future, we can’t wait to hear from you.

Apply today and help us shape the next generation of digital safety solutions at brighthush.