Experienced Customer Service Specialist – eCommerce & AI Automation – Remote (Full‑Time)

About brighthush

brighthush is a forward‑thinking eCommerce powerhouse that blends cutting‑edge technology with a passion for exceptional customer experiences. With a global footprint and a culture that thrives on innovation, we empower our customers to shop with confidence, knowing that every interaction is handled with care, speed, and a personal touch. Our mission is simple: to make online shopping effortless, delightful, and memorable for everyone, everywhere.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑energy team that values creativity, continuous learning, and the relentless pursuit of excellence. We’re not just another eCommerce company; we’re a community of problem‑solvers who believe that technology can elevate human connection. By joining us, you’ll:

• Work remotely from anywhere in the world, enjoying the flexibility that modern work demands.
• Collaborate with cross‑functional teams—product, engineering, marketing, and AI—to shape the future of customer support.
• Lead initiatives that streamline processes, reduce friction, and drive measurable business impact.
• Grow your career through mentorship, training programs, and the opportunity to take on new challenges.
• Be rewarded with a competitive salary, comprehensive benefits, and a culture that celebrates success.

Role Overview

We’re looking for a seasoned Customer Service Specialist who excels in a fast‑paced eCommerce environment and is eager to harness AI tools to transform the customer journey. This role blends hands‑on support with strategic process improvement, ensuring that every customer interaction reflects brighthush’s brand voice and commitment to excellence.

Key Responsibilities

• Customer Interaction: Respond to inquiries via email, phone, and live chat with professionalism and empathy.
• Order Management: Assist with order placement, shipping, returns, and product questions using ShipStation and our internal order system.
• Issue Resolution: Troubleshoot delivery problems, order errors, and refund requests, ensuring timely and accurate solutions.
• Knowledge Base Development: Create, update, and maintain FAQs, response templates, and knowledge base articles that reflect brand tone.
• AI & Automation Champion: Identify repetitive queries, design AI‑driven responses, and collaborate with the tech team to deploy chatbots and automated workflows.
• Performance Monitoring: Track support metrics, analyze trends, and recommend improvements to reduce ticket volume and enhance customer satisfaction.
• Cross‑Functional Collaboration: Work closely with product, engineering, and marketing to relay customer feedback and influence product enhancements.
• Quality Assurance: Review and refine AI responses, ensuring they align with brand guidelines and deliver consistent, high‑quality service.
• Shift Management: Operate during the 9 PM–4 AM PST window, ensuring coverage for our international customer base.

AI & Automation – The Core of the Role

In this hybrid position, you’ll be at the forefront of integrating AI into customer support. Your responsibilities will include:

• Analyzing support logs to pinpoint high‑frequency questions and pain points.
• Designing AI scripts and conversational flows that handle FAQs such as order status, shipping updates, and return policies.
• Training machine‑learning models with real customer data to improve accuracy and relevance.
• Monitoring AI performance, collecting feedback, and iterating on content to minimize human intervention.
• Collaborating with the engineering team to integrate AI tools into our existing support stack.

Essential Qualifications

• 1–3 years of proven experience in eCommerce customer service, preferably in a high‑volume, remote setting.
• Proficiency with ShipStation, Zendesk, or similar order‑management and ticketing platforms.
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• Comfortable handling simultaneous calls, emails, and chat conversations.
• Demonstrated interest or experience in AI, automation, or process improvement initiatives.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.

Preferred Qualifications

• Experience with AI chatbot platforms (e.g., Dialogflow, IBM Watson, or similar).
• Background in data analysis, with the ability to interpret metrics and generate actionable insights.
• Knowledge of eCommerce best practices, including shipping logistics, returns management, and compliance.
• Experience in creating and managing knowledge base content.
• Fluency in multiple languages (bonus).

Skills & Competencies

• Artificial Intelligence & Machine Learning Fundamentals
• Automation & Workflow Design
• Customer Experience Strategy
• Problem‑Solving & Analytical Thinking
• Communication & Presentation Skills
• Process Improvement & Continuous Optimization
• Technical Proficiency (ShipStation, Zendesk, Google Workspace, MS Office)
• Adaptability & Resilience in a Remote Work Setting

Career Growth & Learning Opportunities

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

• Mentorship from senior support leaders and AI specialists.
• Regular training sessions on the latest eCommerce trends, AI technologies, and customer service best practices.
• Opportunities to lead cross‑departmental projects, such as launching new AI features or redesigning the knowledge base.
• Clear career pathways to roles such as Support Manager, AI Product Lead, or Customer Experience Strategist.
• Annual performance reviews that focus on both skill development and career aspirations.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote team enjoys:

• Flexible working hours (within the required shift) to support work‑life balance.
• Regular virtual team‑building events, hackathons, and brainstorming sessions.
• A culture that encourages experimentation—if you have an idea to improve customer support, we’ll listen.
• Access to a digital knowledge hub, internal forums, and peer‑learning groups.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and AI adoption milestones.
• Comprehensive health, dental, and vision insurance (for eligible employees).
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work‑from‑home setup, including a stipend for home office equipment.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you’re ready to elevate customer support with AI, drive meaningful change, and grow your career in a vibrant, remote environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Service Specialist role.

Join us in redefining the eCommerce customer experience—one interaction at a time.