Experienced Customer Operations Specialist – Remote Full‑Time – High‑Impact Customer Support & Process Improvement

About brighthush

At brighthush, we’re redefining the way people experience customer service. As a fast‑growing, technology‑driven company, we empower everyday consumers with seamless, personalized support that turns routine interactions into memorable moments. Our mission is simple: deliver exceptional service that builds lasting trust. Whether you’re a seasoned professional or a recent graduate, brighthush offers a dynamic environment where your voice matters, your ideas shape our processes, and your growth is our priority.

Why Join brighthush?

Working at brighthush means you’ll be part of a culture that values curiosity, collaboration, and continuous improvement. We’re proud to offer:

• Competitive base salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans (including telehealth)
• Flexible paid time off (25 days + holidays) and a generous parental leave policy
• Fully remote work setup with a stipend for home office equipment
• Unlimited learning budget for courses, certifications, and conferences
• Employee wellness programs, mindfulness sessions, and virtual team events
• Clear career pathways and mentorship programs across all levels

Job Overview

As a Customer Operations Specialist at brighthush, you will be the frontline champion of our customer experience. You’ll handle a high volume of inbound and outbound calls, emails, and chat interactions, ensuring every customer feels heard, valued, and supported. Your role will blend problem‑solving, data‑driven insights, and cross‑functional collaboration to elevate our service standards and drive continuous improvement.

Key Responsibilities

• Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat, and social media).
• Provide timely, accurate, and empathetic solutions to customer inquiries, complaints, and technical issues.
• Document all customer interactions in our CRM system, ensuring data integrity and compliance with company policies.
• Collaborate with product, engineering, and sales teams to resolve complex issues and share customer feedback that informs product enhancements.
• Identify recurring pain points and propose process improvements that reduce resolution time and increase customer satisfaction.
• Conduct proactive follow‑ups via phone or email to confirm issue resolution and gather feedback for continuous improvement.
• Maintain a deep understanding of our product suite, policies, and industry best practices.
• Adhere to SLA targets, quality metrics, and performance KPIs, consistently exceeding expectations.
• Participate in ongoing training and development sessions to stay current on new features, tools, and customer service methodologies.
• Act as a mentor to new hires, sharing best practices and fostering a culture of excellence.

Essential Qualifications

• Bachelor’s degree or equivalent work experience in a customer‑facing role.
• Minimum of 2 years of experience in a high‑volume customer support environment (telecommunications, SaaS, e‑commerce, or related field).
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and ticketing systems.
• Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Excellent problem‑solving skills and a proactive mindset.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• High emotional intelligence and a genuine passion for customer advocacy.
• Experience with data analysis tools (Excel, Google Sheets) to track metrics and identify trends.
• Comfortable working remotely with a reliable internet connection and a quiet workspace.

Preferred Qualifications

• Experience in a SaaS or technology company’s customer success or support team.
• Knowledge of customer journey mapping and service design principles.
• Familiarity with quality assurance processes and coaching techniques.
• Multilingual capabilities (Spanish, French, Mandarin, etc.) are a plus.
• Certification in Customer Experience (CX) or related fields.
• Experience leading or participating in cross‑functional improvement projects.

Key Skills & Competencies

• Customer‑Centric Mindset
• Active Listening & Empathy
• Technical Troubleshooting
• Data‑Driven Decision Making
• Process Optimization
• Collaboration & Teamwork
• Adaptability & Resilience
• Time Management & Prioritization
• Conflict Resolution
• Continuous Learning & Curiosity

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as quickly as the market. As a Customer Operations Specialist, you’ll have the chance to:

• Progress into senior support roles, such as Lead Customer Success Specialist or Customer Experience Manager.
• Transition into product or engineering teams, leveraging your deep customer insights.
• Take on project‑leadership responsibilities, driving cross‑functional initiatives that shape our service strategy.
• Earn certifications in customer experience, data analytics, or project management through our unlimited learning budget.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote-first approach means you’ll enjoy:

• Flexible work hours that respect your personal commitments.
• Regular virtual town halls, hackathons, and team‑building activities.
• A collaborative environment where ideas are welcomed and celebrated.
• Access to cutting‑edge tools and technologies that streamline your workflow.
• A supportive leadership team that values work‑life balance and mental well‑being.

Compensation & Benefits

While the exact salary will depend on experience and location, we offer a competitive base pay that aligns with industry standards. In addition to the base salary, you’ll receive:

• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance with a generous employer contribution.
• 401(k) plan with company match.
• Paid parental leave and flexible PTO.
• Home office stipend and tech support.
• Wellness stipend covering gym memberships, meditation apps, and more.
• Annual professional development budget.

How to Apply

If you’re ready to bring your passion for customer service to a forward‑thinking, remote‑first company, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to brighthush Today

Closing Statement

At brighthush, every interaction is an opportunity to make a difference. As a Customer Operations Specialist, you’ll be at the heart of our mission to deliver world‑class support that delights customers and drives business growth. If you’re driven by curiosity, thrive in a fast‑paced environment, and are eager to grow both personally and professionally, we invite you to apply. Let’s build the future of customer experience together.