Experienced Customer Service Representative II – Multichannel Support Specialist with Escalation Management

About brighthush

At brighthush, we’re redefining the customer experience landscape by blending cutting‑edge technology with a human‑centric approach. Our mission is to empower every customer interaction with empathy, efficiency, and expertise. Whether you’re a seasoned support professional or a passionate problem‑solver, brighthush offers a dynamic environment where your skills can shine and your career can flourish.

Why Join brighthush?

Working at brighthush means you’ll be part of a forward‑thinking team that values innovation, collaboration, and continuous learning. We’re committed to creating a culture where every voice is heard, every idea is considered, and every employee has the opportunity to grow. As a Customer Service Representative II, you’ll play a pivotal role in delivering the high‑quality support that keeps our customers coming back.

Key Responsibilities

• Multichannel Support: Handle customer inquiries across phone, email, and chat, ensuring consistent, professional communication.
• Product & Service Guidance: Provide detailed, accurate information about our products, services, policies, and procedures.
• Issue Resolution: Resolve moderately complex customer issues and service requests in a timely, professional manner.
• Escalation Management: Identify and manage escalated concerns, coordinating with internal teams to achieve swift resolutions.
• Follow‑Up & Satisfaction: Conduct follow‑ups to confirm issue resolution and gather feedback for continuous improvement.
• Documentation: Accurately record all interactions, resolutions, and account updates in our CRM and internal systems.
• Cross‑Functional Collaboration: Work closely with product, technical, and operations teams to address customer needs and improve service delivery.
• Process Improvement: Participate in training, share insights, and contribute to the evolution of support processes.
• Performance Excellence: Meet or exceed key performance indicators (KPIs) related to response time, resolution rate, and customer satisfaction.
• Professional Development: Engage in continuous learning modules to stay current on product updates and industry best practices.

Essential Qualifications

• Minimum of 2 years of customer service experience in a call center, contact center, or similar environment.
• Strong verbal and written communication skills, with a clear, empathetic tone.
• Proven ability to handle escalated or complex inquiries with composure and effectiveness.
• Proficiency with computers, business applications, and customer support platforms.
• Experience using CRM systems and customer interaction tools.
• Excellent problem‑solving and critical‑thinking abilities.
• Capacity to manage multiple priorities in a fast‑paced, high‑volume setting.
• Strong attention to detail and accuracy in documentation.
• Customer‑focused mindset with a professional, empathetic approach.
• Ability to work independently and collaboratively within a team.
• Adaptability and eagerness to learn new products, systems, and processes.
• Demonstrated track record of meeting performance, quality, and productivity expectations.

Preferred Qualifications

• Experience in chat support and strong grammar/communication skills.
• Basic computer/technical troubleshooting ability.
• Experience working under pressure and de‑escalating tense situations.
• Familiarity with industry best practices in customer experience management.

Core Competencies & Skills

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills to diagnose and resolve issues efficiently.
• Excellent time‑management and organizational abilities.
• Adaptability to evolving tools, processes, and customer expectations.
• Team‑player attitude with a collaborative spirit.
• Proactive communication and the ability to influence cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Representative II, you’ll have access to:

• Structured mentorship programs pairing you with senior support leaders.
• Regular training sessions on new product launches, advanced troubleshooting, and soft‑skill development.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Customer Experience Manager.
• Opportunities to contribute to process improvement initiatives and cross‑departmental projects.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

brighthush offers a flexible, remote‑first work model that empowers you to balance professional growth with personal well‑being. Our culture is built on:

• Inclusivity: We celebrate diversity and foster an environment where every voice matters.
• Collaboration: Open communication channels and cross‑functional teamwork are at the core of our operations.
• Innovation: We continuously invest in tools and technologies that streamline support and enhance customer satisfaction.
• Recognition: Outstanding performance is celebrated through awards, shout‑outs, and tangible rewards.
• Well‑being: Comprehensive health benefits, mental health resources, and flexible scheduling support a healthy work‑life balance.

Compensation & Benefits

While the base hourly rate is $16.00, we also offer a project completion bonus of $1,500 to reward exceptional performance and dedication. In addition, brighthush provides:

• Competitive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous 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 support.
• Flexible work hours and the ability to work from any location.

How to Apply

Ready to elevate your customer support career? Click the link below to complete your instant interview and take the first step toward joining the brighthush team.

Start Your Instant Interview

Equal Opportunity Statement

brighthush is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or any other protected characteristic.

Join brighthush Today

As a Customer Service Representative II at brighthush, you’ll be at the forefront of delivering world‑class support to a global customer base. Your expertise will shape the way we interact with our clients, ensuring that every conversation is a positive, memorable experience. If you’re driven, customer‑focused, and ready to grow, we want to hear from you.

Apply now and become part of a team that values innovation, collaboration, and excellence. Together, we’ll build brighter futures for our customers and our organization.