Experienced Technical Customer Service Agent – Maternity Leave Replacement – Remote, Canada – 40‑Hour Week – Brighthush

About Brighthush

Brighthush is a forward‑thinking technology partner that empowers businesses worldwide to streamline their operations and deliver exceptional customer experiences. With a global footprint and a reputation for innovation, Brighthush is dedicated to building solutions that simplify complex processes, enabling our clients to focus on growth and customer satisfaction. As a remote‑first organization, we value flexibility, collaboration, and continuous learning, and we are proud to offer a culture that celebrates diversity, promotes internal mobility, and rewards high performance.

Why Brighthush?

At Brighthush, we believe that the best results come from a team that is empowered, engaged, and equipped with the right tools. Our employees enjoy:

• Competitive compensation that reflects experience and skill.
• Flexible work schedules that support work‑life balance.
• Opportunities to develop new skills across multiple domains.
• A culture that encourages internal promotions and career advancement.
• Access to cutting‑edge technology and training resources.
• Recognition programs that celebrate achievements and milestones.

Role Overview

We are seeking a Technical Customer Service Agent to join our Global Customer Service team on a maternity leave replacement basis. This remote position is based in Canada and will support our clients during the critical period of March 2028. The successful candidate will be responsible for delivering first‑contact resolution, troubleshooting technical issues, and ensuring a seamless customer journey across multiple channels.

Key Responsibilities

• Handle inbound customer inquiries via phone, chat, and written case management, providing timely and accurate responses.
• Initiate outbound calls to proactively address customer concerns and confirm satisfaction.
• Navigate and troubleshoot across multiple systems, including GDC Salesforce and our Contact Center telephony platform.
• Resolve technical issues related to site navigation, login, permissions, and application functionality on various platforms.
• Maintain detailed, accurate records of all interactions in the CRM, ensuring compliance with quality standards.
• Collaborate with cross‑functional teams—engineering, product, and operations—to expedite issue resolution.
• Aim for high first‑contact resolution rates while maintaining a customer‑centric approach.
• Handle 60–100 interactions per day, balancing volume with quality and customer satisfaction.
• Participate in continuous improvement initiatives, providing feedback on processes and tools.

Essential Qualifications

• Minimum 3 years of experience in customer service or technical support, preferably in a high‑volume environment.
• Strong proficiency in using CRM systems, especially GDC Salesforce, and contact center telephony.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Proven track record of delivering high customer satisfaction scores and first‑contact resolution.
• Strong organizational and time‑management skills, with the ability to prioritize effectively.
• Technical aptitude for troubleshooting across web, mobile, and desktop platforms.
• Experience handling customer inquiries in a bilingual environment (English/ French) is a plus.

Preferred Qualifications

• Background in the automotive or logistics industry, providing context for our product suite.
• Familiarity with Brighthush’s specific product offerings and service architecture.
• Experience with multi‑channel support tools such as Slack, Zendesk, or similar platforms.
• Knowledge of data privacy regulations (GDPR, PIPEDA) and best practices for secure customer interactions.
• Previous experience in a remote or distributed team setting.

Skills & Competencies

• Customer‑Focused Mindset: Passion for understanding and exceeding customer expectations.
• Effective Communication: Clear articulation of solutions and proactive updates.
• Adaptability: Ability to thrive in a fast‑changing environment and adjust to new tools or processes.
• Problem‑Solving: Analytical approach to diagnosing root causes and implementing solutions.
• Technical Proficiency: Comfortable navigating multiple applications and troubleshooting technical issues.
• Collaboration: Works seamlessly with cross‑functional teams to achieve shared goals.
• Time Management: Efficiently balances high volume with quality and accuracy.

Career Growth & Learning Opportunities

Brighthush is committed to your professional development. As a member of our Global Customer Service team, you will have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on product updates, new technologies, and customer success strategies.
• Opportunities to transition into technical support engineering, product management, or customer success leadership roles.
• Participation in cross‑departmental projects that broaden your skill set.
• Annual performance reviews that align your goals with career advancement pathways.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Canada, with flexible hours that accommodate your personal commitments. We foster a collaborative atmosphere through:

• Weekly virtual team huddles and knowledge‑sharing sessions.
• Open communication channels via Slack and Microsoft Teams.
• Recognition programs that celebrate individual and team achievements.
• Inclusive hiring practices that value diverse perspectives.
• Employee resource groups that support professional growth and community building.

Compensation & Benefits

The hourly rate for this role ranges from $20.00 to $23.00 CAD, commensurate with experience and skill set. In addition to competitive pay, Brighthush offers:

• Health, dental, and vision coverage for you and your dependents.
• Flexible paid time off and a generous maternity/paternity leave policy.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual performance bonuses and stock‑option opportunities for eligible employees.
• Professional development stipend for courses, certifications, and conferences.
• Access to a modern, fully‑equipped home office stipend.

How to Apply

If you are a proactive, customer‑centric professional with a passion for technology and a track record of delivering high‑quality support, we want to hear from you. Submit your application through the Brighthush portal, and let’s explore how you can contribute to our mission of simplifying business operations for clients worldwide.

Note: This job description outlines the primary responsibilities and qualifications for the position. Additional duties may be assigned as needed. The requirements listed are the minimum levels of knowledge, skill, and ability necessary for success in this role.