Experienced Customer Support Specialist – EV Charging Station Operations & Remote Technical Support

About brighthush and the Future of Sustainable Mobility

brighthush is at the forefront of the electric vehicle (EV) revolution, delivering cutting‑edge charging infrastructure to commercial properties across the globe. Our mission is simple yet ambitious: to accelerate the transition to clean energy by ensuring that every EV driver has reliable, high‑performance charging solutions at their fingertips. With a portfolio that spans multi‑tenant office parks, retail centers, and hospitality venues, brighthush has earned a reputation for excellence in installation, maintenance, and customer service. If you’re passionate about technology, sustainability, and making a tangible impact on the planet, brighthush offers the platform to turn that passion into a rewarding career.

Why Join brighthush?

At brighthush, we believe that great work starts with great people. Our culture is built on collaboration, continuous learning, and a shared commitment to innovation. As a remote, full‑time Customer Support Specialist, you’ll be part of a dynamic team that values autonomy, creativity, and a proactive mindset. We invest in your professional growth through comprehensive training, mentorship, and access to industry conferences. In return, we offer competitive compensation, flexible work hours, and a suite of benefits designed to support your well‑being and career aspirations.

Key Responsibilities

• Real‑Time Monitoring: Continuously oversee the status of brighthush’s EV charging stations using our proprietary dashboard, promptly identifying any performance anomalies or downtime.
• Customer Liaison: Serve as the first point of contact for property owners, fleet managers, and EV drivers, providing clear, concise guidance on troubleshooting steps and best practices.
• Issue Escalation & Coordination: Assess the severity of technical problems, escalating complex cases to engineering or field teams, and coordinating on‑site support when necessary.
• Documentation & Knowledge Base: Record all incidents, resolutions, and customer interactions in our ticketing system, contributing to a living knowledge base that empowers future support staff.
• Process Improvement: Analyze recurring issues and collaborate with cross‑functional teams to refine troubleshooting protocols, enhance user experience, and reduce mean time to resolution.
• Compliance & Reporting: Ensure all support activities adhere to industry standards and internal policies, and generate weekly reports on key performance indicators such as response time, resolution rate, and customer satisfaction.

Essential Qualifications

• Minimum of 3 years’ experience in a customer service or technical support role, preferably within IT, telecommunications, or a related field.
• Strong technical aptitude with the ability to quickly grasp new hardware and software concepts.
• Exceptional written and verbal communication skills, capable of translating complex technical information into user‑friendly language.
• Proven multitasking ability: manage multiple active tickets simultaneously while maintaining high quality and accuracy.
• Self‑motivated, proactive, and comfortable working independently in a fully remote environment.
• Availability to work during Eastern Standard Time (EST) business hours, ensuring seamless support for our U.S. and Canada‑based clients.

Preferred (but not required) Experience

• Background in EV charging infrastructure, renewable energy, or smart‑grid technologies.
• Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
• Familiarity with remote monitoring tools, IoT platforms, or SCADA systems.
• Knowledge of electrical safety standards and basic troubleshooting of power electronics.
• Previous exposure to remote troubleshooting and field coordination in a service‑delivery context.

Core Skills & Competencies

• Technical Problem‑Solving: Ability to diagnose issues, identify root causes, and implement effective solutions quickly.
• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships with clients.
• Analytical Thinking: Strong data interpretation skills to spot trends, forecast potential issues, and recommend proactive measures.
• Collaboration: Comfortable working cross‑functionally with engineering, field technicians, and account managers.
• Adaptability: Thrive in a fast‑moving environment where priorities can shift rapidly.
• Time Management: Efficiently allocate time across multiple tasks while meeting or exceeding service level agreements.

Training & Onboarding

We understand that EV charging technology is specialized, which is why brighthush offers a robust training program that covers:

• Comprehensive overview of EV charger systems, architecture, and operational principles.
• Hands‑on troubleshooting modules, including common fault scenarios and resolution workflows.
• Coordination protocols with field maintenance teams and property management stakeholders.
• Use of our internal ticketing and monitoring tools, ensuring you’re comfortable navigating the platform from day one.

Throughout your onboarding, you’ll receive mentorship from senior support engineers and access to a library of learning resources, webinars, and certification opportunities.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you’ll have the chance to:

• Progress into a Senior Support Engineer role, overseeing more complex technical challenges and leading a small team.
• Transition into a Product Support or Field Operations position, where you’ll influence product design and deployment strategies.
• Explore roles in Sales Engineering, Account Management, or Project Management, leveraging your deep understanding of our infrastructure.
• Earn industry certifications such as Certified Electric Vehicle Technician (CEVT) or ITIL Foundation, supported by our learning stipend.

Work Environment & Culture

brighthush embraces a fully remote, flexible work model that empowers you to balance professional and personal commitments. Our culture is defined by:

• Inclusivity: A diverse team that values different perspectives and fosters belonging.
• Innovation: A collaborative environment where ideas are encouraged, tested, and implemented.
• Transparency: Open communication channels, regular town halls, and a flat hierarchy that promotes accountability.
• Well‑Being: Access to mental health resources, wellness stipends, and a culture that respects boundaries.

Compensation, Perks, and Benefits

While the base salary for this role ranges from ZAR 17,000 to ZAR 20,000 per month, we also offer:

• Performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Health and dental insurance coverage for you and your dependents.
• Retirement savings plan with company matching contributions.
• Annual professional development stipend for courses, conferences, or certifications.
• Flexible vacation policy and paid time off to recharge and pursue personal interests.
• Access to a company‑wide wellness program, including virtual fitness classes and mindfulness sessions.

How to Apply

If you’re ready to join a forward‑thinking company that’s shaping the future of sustainable transportation, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how your skills and passion can drive brighthush’s mission forward.

We look forward to welcoming you to the brighthush team!