Experienced Customer Support Specialist – Remote, Hospitality‑Driven, Tech‑Enabled – Elevate Client Experience at brighthush

About brighthush

brighthush is a trailblazer in the court reporting and litigation support arena, redefining how legal professionals capture, manage, and analyze evidence. With a relentless focus on innovation, we blend cutting‑edge technology with a human‑centric approach to deliver unparalleled service to law firms, courts, and corporate legal teams worldwide. Our mission is simple: empower the justice system with faster, more accurate, and more accessible solutions.

Why Join brighthush?

At brighthush, growth is a shared journey. As we expand, every team member’s impact is amplified. We invest in you through:

• Equity Opportunities: Own a piece of the company’s success.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage for you and your dependents—well above industry standards.
• Remote‑First Flexibility: Work from anywhere with a fully supported home‑office stipend, flexible PTO, and a monthly allowance for internet and phone.
• Competitive Compensation: Hourly rates of $21–$25, reflecting the value you bring to our client experience.
• Culture of Hospitality: Every interaction is an opportunity to delight; we treat clients and colleagues alike with care, respect, and professionalism.

Key Responsibilities

As a frontline ambassador of brighthush, you will:

• Handle inbound calls and support tickets with speed, accuracy, and empathy, ensuring every client feels heard and valued.
• Resolve technical and procedural issues across our suite of products, using tools such as Zendesk, Slack, and Guru.
• Collaborate cross‑functionally with Account Management, Scheduling, Billing, Production, and other teams to close tickets efficiently and prevent unnecessary back‑and‑forth.
• Maintain and enrich our knowledge base, documenting solutions and best practices for future reference.
• Prioritize competing tasks across phone and ticket queues, adhering to established workflows and escalation paths.
• Provide real‑time feedback to product and engineering teams on recurring issues and feature improvement opportunities.
• Adhere to quality standards, including response time, resolution rate, and customer satisfaction metrics.
• Participate in continuous learning sessions to stay current on product updates, industry trends, and customer success strategies.

Essential Qualifications

• Proven experience in phone‑based customer support, preferably in a tech‑focused environment.
• Strong written and verbal communication skills, with the ability to remain calm under pressure.
• Comfortable navigating multiple tools simultaneously (Zendesk, Slack, Guru, etc.).
• Experience following escalation paths and resolving issues with minimal back‑and‑forth.
• Availability to work Monday‑Friday, 10:30 am–7 pm PT.
• Self‑motivated, action‑oriented problem solver with a hospitality mindset.

Preferred Qualifications

• Background in the legal or court reporting industry.
• Experience with remote‑first teams and distributed workflows.
• Knowledge of CRM and ticketing systems beyond Zendesk.
• Fluency in multiple languages to support a global client base.
• Previous exposure to equity‑based compensation plans.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Quick learner who can troubleshoot software and hardware issues.
• Communication: Clear, concise, and empathetic in both written and spoken interactions.
• Collaboration: Ability to work seamlessly with cross‑functional teams.
• Time Management: Efficiently juggle multiple priorities while maintaining quality.
• Adaptability: Thrive in a fast‑moving environment with evolving processes and tools.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you will:

• Progress to Senior Support Engineer or Team Lead roles, guiding new hires and shaping support strategies.
• Transition into Product Management or Customer Success, leveraging your deep understanding of client pain points.
• Access a robust learning ecosystem, including on‑the‑job training, mentorship programs, and paid certifications.
• Participate in quarterly hackathons and innovation challenges, turning ideas into real‑world solutions.
• Benefit from a transparent career ladder and regular performance reviews that align with your personal goals.

Work Environment & Culture

brighthush is built on a foundation of trust, respect, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from wherever you thrive, with the support you need to stay productive.
• Inclusive Community: A diverse team that celebrates different perspectives and backgrounds.
• Open Communication: Transparent decision‑making and regular town‑hall meetings.
• Well‑Being Focus: Monthly wellness stipends, mental‑health resources, and team‑building retreats.
• Innovation‑Driven: Encouragement to experiment, fail fast, and iterate quickly.

Compensation & Benefits

We offer a competitive hourly rate of $21–$25, commensurate with your experience and impact. In addition:

• Equity options to share in brighthush’s growth.
• Comprehensive health, dental, vision, and mental‑health coverage for you and your dependents.
• Flexible PTO and paid holidays.
• Monthly stipend for internet and phone expenses.
• Professional development budget and access to industry conferences.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to elevate client experience and grow with a forward‑thinking team? Submit your application through our careers portal:

Apply to this role

We are an equal‑opportunity employer. All hiring decisions are based on qualifications, merit, and business needs. If you require accommodations during the interview process, please contact us at [email protected].

Join brighthush Today

At brighthush, every call, ticket, and conversation is an opportunity to make a difference in the legal world. If you are a proactive, hospitality‑driven problem solver ready to thrive in a remote‑first environment, we want to hear from you. Bring your expertise, your curiosity, and your passion for service, and together we will shape the future of litigation support.