Experienced Remote Online Chat Support Agent – Client Services & Legal Intake Specialist at brighthush

About brighthush

At brighthush, we are redefining the way legal support is delivered in the digital age. Our mission is to provide clear, compassionate, and professional legal guidance to individuals and families navigating complex legal challenges. By combining cutting‑edge technology with a client‑centered approach, we empower our clients to make informed decisions while ensuring their privacy and confidentiality are protected at every step. Whether you’re a first‑time client or a seasoned professional, brighthush is committed to delivering practical solutions that fit your unique circumstances.

Why Join brighthush?

Working at brighthush means becoming part of a forward‑thinking, collaborative team that values integrity, empathy, and excellence. As a remote employee, you’ll enjoy the flexibility of a work‑from‑home environment while contributing to a culture that celebrates professional growth, continuous learning, and a genuine commitment to client success. Our remote model is supported by robust digital tools, regular virtual team gatherings, and a clear path for career advancement—whether you’re looking to deepen your client‑service expertise or explore opportunities in legal administration.

Position Overview

We are seeking a motivated, detail‑oriented Online Chat Support Agent to serve as the first point of contact for visitors reaching out to brighthush via our live chat platform. In this full‑time, remote role, you will guide prospective clients through general inquiries, capture essential information, and route conversations to the appropriate attorneys or support staff. Your professionalism, empathy, and quick response times will help shape the first impression of brighthush and ensure a seamless intake experience.

Key Responsibilities

• Respond to incoming live chat messages promptly, maintaining a friendly and professional tone.
• Provide accurate, concise information about brighthush’s services, policies, and contact procedures using approved scripts and FAQs.
• Collect essential inquiry details (name, contact information, brief description of legal issue) while safeguarding client confidentiality.
• Direct complex or legal‑specific questions to authorized attorneys or designated staff, ensuring no legal advice is given outside of qualified professionals.
• Assist with scheduling consultations and appointments, coordinating with the client intake team to confirm availability.
• Maintain meticulous records of all chat interactions in the client management system, ensuring data integrity and compliance with privacy regulations.
• Escalate urgent, sensitive, or unresolved inquiries to the appropriate team members in a timely manner.
• Manage multiple simultaneous chat conversations efficiently, prioritizing based on urgency and complexity.
• Collaborate with the administrative and client intake teams to refine chat scripts, FAQs, and overall support processes.
• Adhere to established response‑time targets and performance metrics, contributing to continuous improvement initiatives.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent written English communication skills, with impeccable grammar, spelling, and punctuation.
• Strong typing speed (minimum 45 WPM) and accurate data entry capabilities.
• Professional, courteous, and empathetic communication style suitable for a client‑facing role.
• Ability to manage multiple chat threads simultaneously while maintaining accuracy and quality.
• Strong attention to detail, organizational skills, and a proactive problem‑solving mindset.
• Basic computer literacy and familiarity with web‑based applications, email, and cloud storage.
• Experience with live chat platforms and customer relationship management (CRM) systems is a plus.
• Reliable high‑speed internet connection and a quiet, dedicated home office setup.
• Commitment to confidentiality, data protection, and adherence to privacy policies.
• Willingness to learn brighthush’s procedures, chat software, and intake processes.

Preferred Experience

• Previous role in online chat support, customer service, or client intake.
• Familiarity with live chat tools such as Intercom, Zendesk, or LiveChat.
• Experience with appointment scheduling software and calendar management.
• Background in legal or administrative support, with an understanding of basic legal terminology.
• Proficiency in Microsoft Office, Google Workspace, or similar productivity suites.
• Experience handling sensitive or urgent inquiries with professionalism and empathy.

Skills & Competencies

• Exceptional written communication and active listening.
• Time‑management and prioritization under pressure.
• Adaptability to evolving tools, scripts, and client needs.
• Team collaboration in a virtual environment.
• Commitment to continuous learning and process improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As an Online Chat Support Agent, you will have the chance to:

• Progress into senior client‑service roles, such as Client Intake Coordinator or Customer Experience Lead.
• Transition into legal support positions, including Paralegal or Legal Assistant, by leveraging your exposure to legal terminology and client workflows.
• Participate in ongoing training programs covering advanced customer service techniques, legal industry fundamentals, and technology proficiency.
• Engage in mentorship initiatives, pairing with experienced attorneys or senior support staff to broaden your skill set.
• Contribute to process‑improvement projects, influencing how brighthush serves clients across all digital touchpoints.

Work Environment & Company Culture

brighthush fosters a culture of respect, transparency, and client‑centricity. Our remote team thrives on:

• Regular virtual coffee breaks and team‑building activities.
• Open communication channels, including Slack, Zoom, and a dedicated project‑management platform.
• A supportive leadership team that values feedback and encourages professional development.
• Clear policies that prioritize work‑life balance, mental health, and employee well‑being.

Compensation & Benefits

Hourly Rate: Competitive range of $18–$25 USD, commensurate with experience and performance. Benefits Package:

• Health, dental, and vision insurance (subject to eligibility).
• Retirement savings plan with potential employer matching.
• Paid time off (vacation, personal days, and paid holidays).
• Paid training and professional development stipend.
• Flexible work schedule within core hours to accommodate personal commitments.

How to Apply

If you are passionate about delivering exceptional client support, thrive in a remote setting, and are eager to grow within a forward‑thinking legal services firm, we want to hear from you. Submit your resume and a brief cover letter outlining why you would be a great fit for brighthush’s Online Chat Support Agent role.

and join a team that values integrity, innovation, and client success.