Experienced Veteran‑Focused Customer Support Representative – Remote, Full‑Time, Empathy & Problem‑Solving Specialist

About brighthush

At brighthush, we are on a mission to empower veterans and their families by providing seamless, compassionate support for every service‑related question or concern. Our innovative platform connects veterans with the resources they need—whether it’s benefits information, claim status updates, or everyday assistance—through a single, user‑friendly interface. We pride ourselves on a culture of respect, continuous learning, and a deep commitment to the veteran community. As a remote‑first organization, we give our team members the flexibility to work from anywhere while fostering collaboration, creativity, and a sense of belonging.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Impactful Work: Every interaction you handle directly improves a veteran’s experience, helping them navigate complex systems with confidence.
• Growth Opportunities: We invest in your professional development through mentorship, cross‑functional training, and a clear career ladder that can lead to team lead, operations manager, or product specialist roles.
• Inclusive Culture: Diversity, equity, and inclusion are woven into our hiring, onboarding, and day‑to‑day practices. We celebrate the unique perspectives each team member brings.
• Work‑Life Balance: As a fully remote position, you’ll design your workspace, set your schedule, and enjoy flexible hours that align with your personal commitments.
• Competitive Compensation & Perks: We offer a base salary that reflects your experience, a performance‑based bonus structure, comprehensive health benefits, a generous paid time off policy, and a 401(k) match.

Key Responsibilities

As a Customer Support Representative at brighthush, you will be the frontline advocate for our veteran community. Your day‑to‑day tasks will include:

• Multi‑Channel Engagement: Respond to veteran inquiries via phone, email, live chat, and ticketing systems with accuracy and empathy.
• Active Listening & Problem Solving: Carefully review account details, research issues, and guide veterans toward the most appropriate solution.
• De‑Escalation & Conflict Resolution: Apply proven de‑escalation techniques to calm upset customers and transform challenging conversations into positive outcomes.
• Documentation & Follow‑Up: Log every interaction, action taken, and next steps in our CRM, ensuring data integrity and compliance with privacy regulations.
• Team Collaboration: Coordinate with cross‑functional teams—claims, benefits, technical support—to route or elevate complex cases beyond your authority.
• Quality & Compliance: Adhere to all case‑management procedures, maintain high quality scores, and meet attendance and productivity metrics.
• Continuous Improvement: Participate in ongoing training, share feedback, and contribute to process enhancements that elevate the veteran experience.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 1 year of experience in customer service, call centers, administrative support, or case management.
• Strong verbal and written communication skills, with a proven ability to listen actively and respond thoughtfully.
• Proficiency in basic computer skills and a quick learner of CRM and ticketing platforms.
• Demonstrated professionalism in high‑pressure situations and a commitment to handling sensitive information with discretion.
• Self‑motivation and the ability to manage competing priorities independently in a remote environment.
• Reliable, secure internet connection and a dedicated workspace that meets privacy standards.

Preferred Qualifications

• Experience supporting veterans or working within veteran‑focused services.
• Familiarity with CRM systems, ticketing tools, phone systems, or social media support channels.
• Background in handling complaints, escalations, outreach, or complex customer issues.
• Knowledge of veteran benefits, claims processes, or related regulatory frameworks.

Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Empathy & Compassion: Genuine care for veterans’ well‑being and a desire to make a difference.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and recommend effective solutions.
• Communication: Clear, concise, and respectful communication across multiple channels.
• Adaptability: Ability to pivot between tasks, handle unexpected challenges, and thrive in a fast‑moving environment.
• Collaboration: Team player who shares knowledge, supports peers, and contributes to a positive workplace culture.
• Tech Savvy: Comfortable navigating multiple software tools, troubleshooting basic tech issues, and learning new systems rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. Your career path could include:

• Team Lead: Mentor new hires, manage shift schedules, and drive team performance.
• Operations Manager: Oversee support operations, develop metrics, and implement process improvements.
• Product Specialist: Work closely with product teams to refine features based on customer feedback.
• Veteran Outreach Coordinator: Lead community engagement initiatives and partner with external organizations.

We also provide access to online learning platforms, leadership workshops, and a stipend for certifications that align with your career goals.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and mutual respect. Our culture is built on:

• Open Communication: Regular virtual town halls, team stand‑ups, and one‑on‑one check‑ins.
• Recognition & Rewards: Peer recognition programs, spot bonuses, and annual awards for outstanding contributions.
• Well‑Being Initiatives: Mental health resources, virtual fitness classes, and a wellness stipend.
• Community Impact: Volunteer opportunities, sponsorships for veteran events, and a corporate social responsibility program that supports veteran causes.

Compensation & Benefits

While specific numbers may vary based on experience, the brighthush compensation package includes:

• Competitive Base Salary: Reflective of industry standards for remote customer support roles.
• Performance Bonus: Quarterly bonuses tied to quality, customer satisfaction, and productivity metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health coverage; and a wellness stipend.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and paid holidays.
• Professional Development: Reimbursement for relevant courses, conferences, and certifications.
• Remote Work Allowance: Home office stipend to ensure a productive and comfortable workspace.

How to Apply

If you are passionate about serving veterans, thrive in a remote setting, and possess the empathy and problem‑solving skills outlined above, we would love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected characteristic.