Dynamic Remote Customer Experience Specialist – Fitness Gear & Equipment Support at brighthush

About brighthush

At brighthush, we’re redefining the way fitness enthusiasts and professional gyms experience gear and equipment. Our mission is simple: empower every workout space with top‑tier products, seamless service, and a community that thrives on movement. With a portfolio that spans cutting‑edge cardio machines, strength‑training equipment, and smart accessories, brighthush has become a trusted partner for gyms, studios, and personal trainers worldwide. We’re a fully remote, high‑growth company that values innovation, collaboration, and the relentless pursuit of excellence.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a culture that celebrates curiosity, embraces diversity, and rewards impact. Our remote-first environment means you can work from anywhere while staying connected to a vibrant community of experts who are passionate about fitness and customer success. We invest in your professional growth through continuous learning, mentorship, and a clear career ladder that rewards performance and initiative.

Key Responsibilities

• Customer Advocacy: Serve as the primary point of contact for customers from order placement to post‑installation support, ensuring a frictionless experience at every touchpoint.
• Issue Resolution: Diagnose and resolve product, shipping, and installation inquiries with a focus on speed, accuracy, and empathy.
• Process Improvement: Identify recurring pain points and collaborate with cross‑functional teams (Product, Engineering, Logistics) to streamline workflows and enhance the customer journey.
• Knowledge Management: Create, update, and maintain detailed knowledge base articles, FAQs, and troubleshooting guides to empower both customers and internal teams.
• Data‑Driven Insights: Track key metrics (CSAT, NPS, ticket volume, resolution time) and present actionable insights to leadership.
• Team Collaboration: Participate in weekly huddles, share best practices, and mentor new hires to maintain a high‑performing support squad.
• Product Feedback Loop: Capture customer feedback and relay it to product and engineering teams to influence future feature development.
• Compliance & Quality: Adhere to company policies, data privacy regulations, and industry standards while maintaining a high quality of service.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in a B2B or B2C environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with help‑desk platforms (Zendesk, Freshdesk, or similar) and CRM systems.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain composure under pressure.
• Problem‑solving mindset with a track record of turning challenging situations into positive outcomes.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.
• Basic technical aptitude for troubleshooting hardware and software issues related to fitness equipment.

Preferred Qualifications

• Experience in the fitness, health, or wellness industry—knowledge of gym equipment, installation processes, and industry standards.
• Background in technical support or product engineering, especially with IoT or connected devices.
• Experience with data analysis tools (Excel, Google Sheets, Tableau) to derive insights from customer metrics.
• Previous involvement in creating or curating training materials, onboarding programs, or internal documentation.
• Familiarity with agile project management and cross‑functional collaboration.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication: Clear, concise, and empathetic communication across multiple channels (email, chat, phone).
• Technical Proficiency: Ability to troubleshoot hardware/software issues and guide customers through step‑by‑step solutions.
• Analytical Thinking: Strong problem‑solving skills and the ability to interpret data to drive decisions.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving processes.
• Team Player: Collaborative attitude, willingness to share knowledge, and support peers.
• Time Management: Efficiently juggle multiple tickets, deadlines, and stakeholder expectations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Customer Experience Specialist, you’ll have the chance to:

• Progress to a Senior Support Lead or Customer Success Manager role, overseeing larger teams and strategic initiatives.
• Transition into product management or engineering, leveraging your deep customer insights to shape future gear and software.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new service concepts.
• Attend industry conferences, webinars, and workshops—many of which are covered by brighthush to keep you at the forefront of fitness technology.
• Earn certifications in customer service excellence, project management, or technical support through our partnership with leading educational platforms.

Work Environment & Culture

brighthush thrives on a culture of transparency, autonomy, and continuous improvement. Our remote-first model means:

• Flexible work hours that accommodate your personal rhythm while aligning with key team touchpoints.
• Regular virtual town halls, team‑building events, and “coffee chat” sessions to foster connection.
• Access to a digital collaboration suite (Slack, Zoom, Notion) that keeps everyone in sync.
• A commitment to mental and physical well‑being—think virtual fitness challenges, mindfulness sessions, and ergonomic support.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer experience roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance (for eligible employees).
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off (PTO) to support work‑life balance.
• Monthly stipend for home office equipment and internet upgrades.
• Access to a curated wellness program, including gym memberships, fitness app subscriptions, and mental health resources.
• Annual company retreat (virtual or in‑person) to celebrate achievements and strengthen team bonds.

How to Apply

Ready to elevate customer experiences and help gyms worldwide reach new heights? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your passion for service and fitness can make a lasting impact.

Apply to this role at brighthush

Join brighthush Today

At brighthush, we believe that every interaction is an opportunity to inspire, motivate, and transform. If you’re a proactive, customer‑first professional with a love for fitness and a drive to innovate, we want to hear from you. Together, we’ll build stronger gyms, empower athletes, and create a healthier world—one customer experience at a time.