Experienced Remote Freight Customer Support Specialist – Global Logistics Operations & Customer Experience Champion

About brighthush

brighthush is a trailblazing force in the global logistics arena, redefining how freight moves across continents, oceans, and skies. With a relentless focus on safety, reliability, and customer delight, we partner with airlines, shipping lines, and e‑commerce titans to guarantee that every shipment arrives on schedule, intact, and with a smile. Our mission is simple yet powerful: deliver peace of mind by turning complex freight challenges into seamless, predictable journeys.

Operating in a fast‑paced, technology‑driven ecosystem, brighthush blends cutting‑edge automation with a human touch. Our remote teams span the United States, allowing us to tap into diverse talent while maintaining a unified culture of excellence, integrity, and continuous improvement. Whether you’re a seasoned logistics professional or a customer‑service champion looking to make an impact, brighthush offers a platform where your expertise can shine.

Role Overview

As a Remote Freight Customer Support Specialist, you will be the frontline advocate for our clients, ensuring their baggage and freight are handled with the utmost professionalism and care. You will coordinate with ground operations, manage real‑time logistics, and provide proactive communication to keep customers informed and satisfied. This role is pivotal in maintaining brighthush’s reputation for reliability and customer‑centric service.

Key Responsibilities

• Customer Liaison: Serve as the primary point of contact for freight customers, addressing inquiries, resolving issues, and providing status updates throughout the shipping lifecycle.
• Freight Coordination: Collaborate with ground handlers, pilots, and cargo agents to schedule loading and unloading, ensuring compliance with safety regulations and company SOPs.
• Documentation & Tracking: Maintain accurate records of freight manifests, customs paperwork, and delivery confirmations using our proprietary tracking platform.
• Problem Resolution: Identify and troubleshoot delays, damages, or discrepancies, escalating to senior managers when necessary and implementing corrective actions.
• Process Improvement: Participate in continuous improvement initiatives, providing feedback on workflow efficiencies and contributing to the development of best practices.
• Safety & Compliance: Adhere to all safety protocols, including proper handling of hazardous materials, and stay current with regulatory changes affecting freight operations.
• Team Collaboration: Work closely with cross‑functional teams—operations, IT, and customer success—to align on service delivery goals and share insights.
• Reporting: Generate weekly performance reports on key metrics such as on‑time delivery rates, incident frequency, and customer satisfaction scores.
• Customer Feedback Loop: Collect and analyze customer feedback, translating insights into actionable improvements for service delivery.
• Technology Adoption: Champion the adoption of new tools and software that enhance customer experience and operational efficiency.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in logistics, supply chain, business, or related field preferred.
• Minimum of 2 years experience in freight, cargo, or customer support roles within the logistics or aviation industry.
• Strong knowledge of freight documentation, customs procedures, and ground handling operations.
• Proficiency with CRM systems, Microsoft Office Suite, and logistics tracking software.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Demonstrated ability to work independently in a remote setting, managing time effectively and meeting deadlines.
• High level of professionalism, integrity, and a customer‑first mindset.

Preferred Qualifications

• Experience with airline cargo operations or ground handling equipment management.
• Knowledge of international freight regulations (e.g., IATA, ICAO, IMO).
• Certification in logistics or supply chain management (e.g., CSCP, CLTD).
• Proficiency in data analysis tools (Excel, Power BI) for performance reporting.
• Previous remote work experience with a distributed team.

Skills & Competencies

• Customer Service Excellence: Ability to empathize, actively listen, and resolve issues swiftly.
• Analytical Thinking: Strong problem‑solving skills and data‑driven decision making.
• Adaptability: Comfortable navigating changing priorities and dynamic operational environments.
• Team Player: Collaborative mindset with a willingness to share knowledge and support peers.
• Technical Aptitude: Quick learner of new software and digital tools.
• Attention to Detail: Meticulous in documentation and compliance adherence.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Freight Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Regular training modules covering advanced freight management, regulatory updates, and customer engagement strategies.
• Cross‑functional projects that expose you to operations, technology, and business development.
• Clear career pathways to roles such as Senior Freight Coordinator, Operations Manager, or Customer Success Lead.
• Annual performance reviews with actionable feedback and personalized development plans.
• Access to industry conferences, webinars, and certification courses funded by brighthush.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Even though you will be working remotely, you will feel part of a vibrant community through:

• Weekly virtual town halls and team check‑ins.
• Monthly “Innovation Fridays” where employees pitch process improvements.
• Access to a digital collaboration hub (Slack, Teams) for instant communication.
• Annual virtual retreats and optional in‑person meetups for networking and team building.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Inclusive hiring practices that celebrate diversity and foster belonging.

Compensation & Benefits

While the exact figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote freight support roles.
• Performance‑based bonuses tied to key metrics such as on‑time delivery and customer satisfaction.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Flexible spending accounts (FSA) for medical and dependent care.
• Paid parental leave, sick leave, and vacation days.
• Professional development stipend for courses, certifications, and conferences.
• Access to wellness resources, including virtual fitness classes and mental health support.
• Technology stipend to equip you with the tools needed for remote excellence.

How to Apply

Ready to join a team that values precision, customer focus, and innovation? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Remote Freight Customer Support Specialist role at brighthush. Click the link below to apply:

Apply to brighthush Today

Closing

At brighthush, we don’t just move freight—we move people’s lives forward. If you are passionate about delivering exceptional service, thrive in a dynamic environment, and want to grow your career while making a tangible impact, we invite you to apply. Join us and help shape the future of global logistics.