Experienced Customer Service Support Specialist – Omni‑Channel, E‑Commerce & Logistics Excellence

About brighthush

brighthush is a trailblazing leader in the automotive logistics and fleet management sector, redefining how truck owners, contractors, and fleet managers connect with the products and services they need. With a relentless focus on reliability, convenience, and customer satisfaction, brighthush has built a reputation for delivering high‑quality solutions that keep fleets moving smoothly across North America and beyond.

Our mission is simple: empower every driver and fleet manager with the tools, information, and support they need to operate efficiently and safely. We do this by combining cutting‑edge technology, a data‑driven approach, and a culture that values transparency, collaboration, and continuous improvement.

As we expand our customer‑centric operations, we’re looking for a dedicated Customer Service Support Specialist who can thrive in a fast‑paced, omni‑channel environment. If you’re passionate about helping people, love working with e‑commerce platforms, and enjoy turning complex problems into simple solutions, we want to hear from you.

Why Join brighthush?

• Impactful Work: Your day‑to‑day interactions directly influence the satisfaction of thousands of fleet operators and truck owners.
• Growth Opportunities: We invest in your professional development through mentorship, training programs, and cross‑functional projects.
• Collaborative Culture: Work alongside engineers, product managers, and marketing teams to shape the future of fleet logistics.
• Competitive Compensation: We offer a market‑aligned base salary, performance bonuses, and a comprehensive benefits package.
• Flexibility: Enjoy a fully remote, computer‑based role with a flexible schedule that respects work‑life balance.
• Innovation Hub: Be part of a company that constantly experiments with new tools, processes, and customer‑experience initiatives.

Key Responsibilities

As the primary point of contact for our community of truck owners, contractors, and fleet managers, you will:

• Multi‑Channel Ticket Management: Resolve inbound inquiries efficiently across email, live chat, and social media, ensuring a consistent brand voice.
• Order & Shipping Support: Handle order tracking, product specifications, shipping delays, replacements, and refunds with precision.
• Macro Optimization: Apply macros accurately and proactively suggest new templates as product offerings expand or common trends emerge.
• Issue Escalation & Feedback: Identify and elevate product alerts, recurring customer friction points, and process bottlenecks directly to the client team.
• Backlog Management: Assist with backlog reduction to maintain response‑time SLAs, especially after weekends and peak sales periods.
• Cross‑Team Communication: Collaborate smoothly with internal teams and client stakeholders via Slack, ensuring alignment on priorities and solutions.
• Process Improvement: Review, organize, and propose macro updates to streamline repetitive tasks and enhance overall efficiency.
• Trend Monitoring: Keep an eye on emerging trends, product defects, or shipping bottlenecks, flagging issues before they become critical.

Essential Qualifications

• Proven experience supporting direct‑to‑consumer (DTC) or B2B e‑commerce brands in a fast‑paced, ticket‑based environment.
• Hands‑on experience with RichPanel (preferred) or comparable help desk platforms such as Gorgias or Zendesk.
• Strong working knowledge of the Shopify admin, including order lookup, fulfillment tracking, refund issuance, and replacement processing.
• Demonstrated ability to handle high ticket volumes with a focus on order status and logistics issues.
• Excellent written English with a professional, empathetic, and concise tone.
• High degree of autonomy once onboarded, with solid judgment on when to elevate critical issues.
• Methodical, detail‑oriented approach to following SOPs while adapting to real‑time edge cases.

Preferred Qualifications

• Basic familiarity with vehicle, automotive, or diesel engine maintenance (not required but a plus).
• Experience with data analytics tools (e.g., Google Analytics, Mixpanel) to track customer sentiment and ticket trends.
• Knowledge of logistics and supply chain concepts, especially within the trucking industry.
• Previous exposure to SaaS or subscription‑based business models.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Proficiency: Comfortable navigating multiple platforms, troubleshooting issues, and learning new tools quickly.
• Communication: Clear, concise, and empathetic written communication across diverse channels.
• Problem‑Solving: Analytical mindset with the ability to diagnose root causes and propose actionable solutions.
• Time Management: Ability to prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
• Collaboration: Strong teamwork skills, comfortable working with cross‑functional teams via Slack and other collaboration tools.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Service Support Specialist, you will:

• Progress into senior support roles, such as Team Lead or Customer Success Manager.
• Gain exposure to product development and go‑to‑market strategies, positioning you for future roles in product management or operations.
• Participate in quarterly hackathons and innovation challenges that allow you to propose and implement new customer‑experience features.
• Access to a curated learning library covering e‑commerce best practices, logistics fundamentals, and advanced customer support techniques.
• Mentorship from senior leaders who are committed to your professional development.

Work Environment & Culture

brighthush fosters a culture that values:

• Transparency: Open communication channels, regular town‑halls, and a flat hierarchy that encourages idea sharing.
• Inclusivity: A diverse workforce where every voice is heard and respected.
• Innovation: A sandbox mentality that empowers employees to experiment, fail fast, and iterate quickly.
• Well‑Being: Flexible work hours, mental health resources, and a focus on maintaining a healthy work‑life balance.
• Community Impact: Initiatives that give back to the trucking community, such as safety training programs and sustainability projects.

Compensation & Benefits

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

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off (PTO) and holiday schedule.
• Remote work stipend to help set up a productive home office.
• Continuous learning budget for courses, certifications, and conferences.
• Employee referral program with attractive incentives.

How to Apply

Ready to take the next step in your career? Submit your application through our streamlined process:

• Complete the Skill Assessment Form to showcase your ticket‑resolution expertise.
• Upload your resume and a brief cover letter highlighting your relevant experience.
• Our hiring team will review your submission and, if shortlisted, invite you to a virtual interview.

We appreciate the time and effort you invest in applying. Due to the high volume of applications, only shortlisted candidates will be contacted for the next stage.

Working Conditions & Schedule

• Full‑time, Remote – Work from anywhere with a reliable computer (i5 or better) and high‑speed internet.
• Hours: Monday to Friday, 8:00 AM – 5:00 PM US EST.
• Collaboration via Slack with internal and client teams.
• Expect higher ticket volume after weekends and during peak sales periods.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that values innovation, customer focus, and personal growth. If you’re ready to make a tangible impact on the trucking community and advance your career in a dynamic, supportive environment, we encourage you to apply now.

Click the link below to start your journey with brighthush: