Dynamic E‑Commerce Customer Service Representative – Remote, Night Shift, Email & Phone Support, Upselling & Retention Specialist

About brighthush

brighthush is a trailblazing e‑commerce powerhouse that redefines how consumers discover and experience beauty, wellness, and lifestyle products. With a global footprint and a relentless focus on customer delight, we blend cutting‑edge technology with a human‑centric approach to create seamless shopping journeys. Our mission is simple: empower every customer to feel confident, informed, and valued at every touchpoint.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting brand loyalty. As a remote, night‑shift Customer Service Representative, you’ll be at the heart of our growth story—interacting with customers across time zones, turning inquiries into opportunities, and shaping the future of our support operations. You’ll work alongside a passionate team that values innovation, collaboration, and continuous learning.

Role Overview

As a Customer Service Representative, you will be the voice and face of brighthush for our U.S. customer base. Your primary responsibilities will include handling inbound calls and emails, managing order processes, providing product expertise, and driving upsell and retention initiatives—all while adhering to our high‑standard service policies.

Key Responsibilities

• Customer Interaction: Respond to inquiries via email and inbound phone calls with clarity, empathy, and professionalism.
• Order Management: Assist customers with order cancellations, placements, refunds, returns, and exchanges, ensuring a smooth and satisfying experience.
• Product Knowledge: Deliver accurate product information, answer questions, and recommend solutions that align with customer needs.
• Upsell & Retention: Identify and capitalize on upsell opportunities, turning potential refunds into exchanges or retained orders.
• Policy Adherence: Follow established customer service policies, workflows, and escalation procedures.
• Process Improvement: Adapt to evolving processes and contribute ideas that enhance efficiency and customer satisfaction.
• Team Collaboration: Work closely with cross‑functional teams—sales, logistics, and product—to resolve complex issues and share insights.

Essential Qualifications

• Excellent Spoken English: Clear pronunciation, confident communication, and the ability to support U.S. customers over the phone.
• Excellent Written English: Strong grammar, comprehension, and professional email communication skills.
• E‑Commerce Support Experience: Familiarity with order management, cancellations, refunds, exchanges, and general product inquiries.
• Inbound Voice Experience: Comfortable handling customer calls, including challenging conversations and time‑sensitive requests.
• Sales & Retention Mindset: Ability to spot upsell opportunities, recommend products, and convert potential refunds into retained sales.
• Customer‑Centric Attitude: Empathetic, patient, proactive, and capable of building trust with customers.
• Adaptability: Comfortable joining a developing customer service operation where workflows and processes are still evolving.

Preferred Qualifications

• Experience using Intercom or similar customer support platforms.
• Familiarity with AI‑assisted customer service workflows.
• Background supporting beauty, wellness, hair care, supplements, or other health‑related e‑commerce brands.
• Experience with Shopify or comparable e‑commerce platforms.
• Prior experience in customer retention, product recommendations, or upselling.
• Experience supporting U.S.‑based consumer brands.

Skills & Competencies

• Strong communication and active listening skills.
• Problem‑solving mindset with a focus on customer outcomes.
• Time‑management and multitasking abilities in a fast‑paced environment.
• Tech‑savvy with proficiency in CRM systems, knowledge bases, and collaboration tools.
• Data‑driven approach: comfortable using metrics to track performance and identify improvement areas.
• Team player who thrives in a collaborative, remote setting.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, sales techniques, and customer‑centric strategies.
• Mentorship from senior customer success leaders who guide your growth trajectory.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Specialist, or Operations Lead.
• Regular performance reviews that align your goals with company objectives and reward high performers.
• Participation in cross‑functional projects that broaden your skill set and expose you to different business functions.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and empowerment. As a remote team, we prioritize flexibility while fostering strong connections through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels—Slack, Teams, and video calls—to keep everyone aligned.
• Recognition programs that celebrate achievements and milestones.
• Community initiatives that encourage volunteerism and social impact.
• Regular feedback loops that ensure continuous improvement and employee satisfaction.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote customer service roles.
• Performance‑based bonuses tied to customer satisfaction metrics and upsell targets.
• Health, dental, and vision insurance options for you and your dependents.
• Flexible paid time off (PTO) and paid holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Stock‑option or equity participation to share in brighthush’s growth.

How to Apply

If you’re ready to elevate your customer service career, bring your passion for e‑commerce, and thrive in a dynamic remote environment, we’d love to hear from you. Submit your application through our careers portal and take the first step toward joining the brighthush family.

Closing Statement

At brighthush, we’re not just building a brand—we’re crafting unforgettable customer experiences that resonate worldwide. As a Customer Service Representative, you’ll play a pivotal role in turning every interaction into a lasting relationship. If you’re driven, customer‑focused, and eager to grow, apply today and help us shape the future of e‑commerce.

Equal Opportunity Employer

brighthush is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.