Experienced Multichannel Customer Support Specialist – Phone, Email, Live Chat & SMS – Elevate Customer Experience at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re not just a tech company; we’re a movement that redefines how brands connect with their audiences. With a global footprint and a relentless focus on empathy, collaboration, and continuous learning, we empower our clients to deliver seamless, personalized experiences across every touchpoint. If you’re passionate about turning every customer interaction into a memorable moment, you’ll find a home here.

Why brighthush is the Ideal Place to Grow Your Career

Our culture is built on curiosity, resilience, and a genuine love for problem‑solving. We believe that the best ideas come from diverse voices, so we foster an inclusive environment where every team member can thrive. Here’s what you’ll experience:

• Remote‑First Flexibility: Work from anywhere in the Philippines (or beyond) while staying connected to a global team.
• Learning Ecosystem: Access to a curated library of courses, certifications, and industry conferences – all funded by brighthush.
• Recognition & Growth: Celebrate individual achievements and collective wins through quarterly awards, shout‑outs, and transparent career ladders.
• Impactful Work: Your contributions directly shape the customer journey for thousands of users worldwide.

Role Overview: Multichannel Customer Support Specialist

As the frontline advocate for our customers, you’ll manage inquiries across phone, email, live chat, and SMS. Your mission is to resolve issues swiftly, maintain a consistent brand voice, and gather insights that drive our AI‑driven support strategy.

Key Responsibilities

• Multichannel Engagement: Respond to inquiries with professionalism, empathy, and a consistent tone across all channels.
• Tier 1 Issue Resolution: Handle high‑priority tickets such as order status, modifications, refunds, and basic product questions.
• Customer Advocacy: Provide accurate, up‑to‑date product information and maintain a positive, empathetic attitude.
• Ticket Closure & Follow‑Up: Close tickets efficiently, confirm satisfaction, and hand over complex cases to higher tiers when needed.
• CRM Excellence: Log every interaction accurately in our CRM, ensuring data integrity for future AI initiatives.
• AI Readiness: Document processes and insights that help shape our AI deflection strategies.
• Cross‑Functional Collaboration: Work closely with product, sales, and technical teams to resolve complex issues and improve the overall journey.
• Performance Management: Meet or exceed KPIs such as response time, resolution rate, and CSAT scores while adhering to company policies.

Essential Qualifications

• Experience: Prior customer service or a comparable fast‑paced environment.
• Communication: C1 level proficiency in English with a neutral accent.
• Technical Savvy: Comfortable using computers and a variety of software applications; quick to learn new tools.
• Tool Proficiency: Hands‑on experience with brighthush’s primary support platform and brighthush VoIP tools.
• CRM Knowledge: Familiarity with CRM systems is preferred; training will be provided.
• Industry Interest: Passion for motorcycles or related hobbies is a nice to have, helping build rapport with our niche customer base.

Preferred Qualifications

• Experience in a B2B or SaaS support environment.
• Knowledge of AI‑driven support tools and chatbots.
• Fluency in additional languages (Spanish, Tagalog, or Mandarin).
• Previous remote work experience and self‑management skills.

Core Soft Skills & Competencies

• Empathetic Problem Solver: Active listening, validation, and calm guidance.
• Outcome Focused: Prioritizes timely resolution and customer satisfaction.
• Adaptable Learner: Stays updated on product changes, industry trends, and new support methodologies.
• Team Player: Collaborates effectively across departments, sharing insights and best practices.
• Resilience: Handles high‑volume periods and challenging situations with composure.

Career Growth & Learning Opportunities

At brighthush, we nurture talent from within. As a Customer Support Specialist, you’ll have access to:

• Structured mentorship programs pairing you with senior support leaders.
• Regular training modules covering product updates, advanced troubleshooting, and soft‑skill development.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Product Support Engineer.
• Opportunities to contribute to cross‑functional projects, including AI strategy and product improvement initiatives.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere in the Philippines while staying connected to a global team. We value:

• Flexibility: 9 AM–5 PM EST, Monday–Friday, with occasional night shift coverage for international clients.
• Collaboration: Weekly virtual huddles, knowledge‑sharing sessions, and open communication channels.
• Innovation: A culture that encourages experimentation, feedback, and continuous improvement.
• Diversity & Inclusion: A workplace where every voice is heard and respected.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive salary package that includes:

• Government‑mandated benefits such as health insurance and social security contributions.
• Retirement savings plan with company matching.
• Life insurance coverage for you and your dependents.
• Health Maintenance Organization (HMO) coverage starting on Day 1.
• Paid time off, including vacation days and a birthday leave.
• Continuous learning stipend for courses, certifications, and conferences.
• Performance bonuses tied to individual and team metrics.

How to Apply

Ready to elevate your customer support career? Submit your application through our streamlined portal and experience an instant interview process that respects your time and showcases your skills.

Apply to this job now

Disclaimer

These duties and responsibilities are general in nature and may be subject to change as the role evolves. The position holder is expected to accept reasonable modifications that may arise over time.

brighthush is an Equal Employment Opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other legally protected characteristic under federal, state, or local law.