Experienced Remote 2nd Shift Customer Care Agent – Phone, Live Chat & Email – Full‑Time – Brighthush

Join Brighthush as a Remote 2nd Shift Customer Care Agent

At Brighthush, we’re redefining the online retail experience by turning every customer interaction into a memorable moment. Our mission is simple: to wow every person we touch, every day. Whether you’re answering a phone call, engaging in live chat, or crafting a thoughtful email response, you’ll be the face of Brighthush’s commitment to exceptional service.

Why Brighthush?

Brighthush is a fast‑growing, customer‑centric brand that has earned national recognition for its outstanding service. We’re proud to have been named one of the top 10 workplaces in the state and to have received the “Best Customer Service” award from a leading industry publication. Our culture blends hard work with creativity, flexibility with teamwork, and a relentless drive for innovation.

What You’ll Do

• Handle inbound and outbound customer interactions via phone, live chat, and email during the 2nd shift (3 pm–midnight EST) and weekend hours (9 am–midnight EST).
• Resolve inquiries, troubleshoot issues, and provide product information with a focus on customer satisfaction and retention.
• Document all interactions accurately in our CRM system, ensuring data integrity and compliance with company policies.
• Collaborate with cross‑functional teams—Shipping, Returns, Technical Support—to resolve complex problems and improve processes.
• Identify upsell and cross‑sell opportunities while maintaining a customer‑first mindset.
• Participate in continuous improvement initiatives, sharing insights and best practices to elevate the overall customer experience.
• Maintain a calm, professional demeanor during high‑volume periods and in challenging situations.
• Adhere to all quality assurance standards, including call monitoring, chat review, and email response guidelines.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a call center or retail environment.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk, or similar) and Microsoft Office Suite.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Ability to work independently and manage time effectively in a remote setting.
• Flexibility to work 2nd shift hours and weekend shifts as required.

Preferred Qualifications

• Experience with e‑commerce platforms and order management systems.
• Knowledge of basic troubleshooting for common technical issues (e.g., login problems, payment errors).
• Previous exposure to performance metrics such as CSAT, NPS, and first‑contact resolution.
• Demonstrated ability to learn new tools and processes quickly.
• Experience working in a high‑volume, fast‑paced environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to analyze issues, think critically, and propose effective solutions.
• Adaptability: Comfortable with change, new technologies, and evolving customer expectations.
• Team Collaboration: Willingness to share knowledge and support teammates across remote and on‑site environments.
• Time Management: Efficiently prioritize tasks and meet performance targets.
• Technical Aptitude: Quick learner of new software, platforms, and processes.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent from within. As a Customer Care Agent, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and advanced communication techniques.
• Mentorship from senior agents and managers who are committed to your professional development.
• Clear career pathways to roles such as Team Lead, Customer Experience Manager, or Technical Support Specialist.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to participate in cross‑departmental projects, expanding your skill set beyond customer service.

Work Environment & Culture at Brighthush

Brighthush thrives on a culture of inclusivity, innovation, and fun. Even though this role is remote, you’ll feel part of a vibrant community:

• Annual in‑person gatherings at our Selinsgrove, PA office for training, team building, and social events.
• Regular virtual coffee breaks and “Ask Me Anything” sessions with leadership.
• Open communication channels—Slack, Teams, and weekly town‑hall meetings keep everyone connected.
• Recognition programs that celebrate outstanding customer interactions and team achievements.
• Encouragement to bring creativity to everyday tasks—whether it’s a new script, a helpful tip, or a process improvement idea.

Compensation & Benefits

We offer a competitive compensation package designed to reward performance and dedication:

• Starting salary: $16.00 per hour.
• Hourly increase of $1.00 after a 60‑day provisional period.
• Quarterly bonus potential based on individual and team metrics.
• Paid time off: 2 weeks of vacation per year, plus company holidays.
• Health, dental, vision, and life insurance plans.
• 401(k) retirement plan with employer match.
• Remote work stipend to support home office setup.
• Access to an employee wellness program and mental health resources.

How to Apply

Ready to become a key player in Brighthush’s customer experience journey? Submit your application through our careers portal or send your résumé and cover letter to [email protected]. In your cover letter, tell us why you’re passionate about customer service and how you can contribute to our mission of wowing every customer.

We look forward to welcoming you to the Brighthush family—where every interaction is an opportunity to shine.