Full-Time Remote Customer Support Representative – Multi‑Channel Technical & Non‑Technical Support Specialist at brighthush

About brighthush

brighthush is a trailblazing technology company that empowers businesses worldwide with cutting‑edge solutions designed to streamline operations, enhance customer experiences, and drive measurable growth. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is committed to delivering products that transform the way people work and connect. As we expand our customer‑centric ecosystem, we’re looking for passionate, empathetic, and tech‑savvy individuals to join our remote support team and help us maintain the high standards of service our clients expect.

Why Join brighthush?

• Fully Remote Work: Work from anywhere in the U.S. with flexible hours that fit your lifestyle.
• Competitive Compensation: Earn a market‑competitive salary plus performance‑based bonuses.
• Impactful Role: Directly influence customer satisfaction and product improvement through real‑time feedback.
• Growth Opportunities: Clear career paths from support specialist to team lead, product manager, or customer success strategist.
• Inclusive Culture: A diverse, supportive environment that values every voice and encourages continuous learning.
• Comprehensive Benefits: Health, dental, vision, 401(k) match, generous PTO, wellness stipend, and more.

Key Responsibilities

As a Customer Support Representative at brighthush, you will be the frontline ambassador for our brand, ensuring every interaction leaves a positive, lasting impression. Your day‑to‑day duties will include:

• Responding to customer inquiries via Email and Live Chat with a focus on clarity, empathy, and resolution.
• Diagnosing and troubleshooting both technical and non‑technical issues across our product suite.
• Escalating complex problems to the appropriate engineering or product teams while maintaining transparent communication with the customer.
• Collaborating with the Customer Success team to draft, review, and update Email Templates and Knowledge Base Articles that reflect the latest product features and best practices.
• Actively participating in bug‑reporting and bug‑hunting initiatives, providing detailed, reproducible steps to help our developers resolve issues swiftly.
• Tracking and documenting customer interactions in our CRM system, ensuring data integrity and actionable insights for future improvements.
• Maintaining a high level of product knowledge through ongoing training and self‑study, staying current with new releases and updates.
• Measuring and reporting on key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Contributing to a culture of continuous improvement by sharing feedback on processes, tools, and customer pain points.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• Minimum of 1–2 years of experience in a customer support or help desk role, preferably in a SaaS or technology environment.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk, or similar) and CRM platforms.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Demonstrated ability to handle multiple concurrent support channels with professionalism and efficiency.
• Excellent problem‑solving skills and a methodical approach to troubleshooting.
• Empathy, patience, and a genuine desire to help customers succeed.
• Self‑motivated, organized, and able to work independently in a remote setting.

Preferred Qualifications

• Experience with live chat platforms such as Intercom, Drift, or LiveChat.
• Familiarity with API integration concepts and basic JSON or RESTful API troubleshooting.
• Previous involvement in knowledge base creation or content management systems.
• Background in quality assurance or bug‑tracking tools (e.g., Jira, Bugzilla).
• Experience working in a fast‑paced, high‑growth startup environment.

Key Skills & Competencies

• Technical Aptitude: Comfortable navigating web applications, interpreting error messages, and guiding users through step‑by‑step solutions.
• Active Listening: Ability to understand customer concerns, ask clarifying questions, and confirm understanding before proceeding.
• Time Management: Prioritize tickets, manage time effectively, and meet SLA targets.
• Collaboration: Work seamlessly with cross‑functional teams—Engineering, Product, Marketing—to resolve issues and improve the customer journey.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new challenges arise.
• Customer‑Centric Mindset: Always put the customer first, turning challenges into opportunities for delight.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Representative, you’ll have access to:

• Structured mentorship programs pairing you with senior team members.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Cross‑functional projects that expose you to product management, engineering, and marketing.
• Clear promotion pathways: from Support Specialist → Senior Support Specialist → Team Lead → Manager → Director of Customer Success.
• Opportunities to transition into product roles, quality assurance, or customer success strategy based on your interests and performance.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Even though we’re fully remote, we maintain:

• Weekly all‑hands video calls to keep everyone aligned and connected.
• Monthly virtual team‑building events, from trivia nights to virtual escape rooms.
• Open‑door communication channels where ideas and feedback are welcomed at all levels.
• A commitment to diversity, equity, and inclusion, ensuring every team member feels valued and heard.
• Encouragement to pursue personal and professional growth through paid courses, certifications, and conference attendance.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers:

• Competitive base salary aligned with industry standards for remote support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and a flexible holiday schedule.
• Wellness stipend for gym memberships, meditation apps, or home office equipment.
• Employee assistance program (EAP) for mental health support.
• Access to a comprehensive learning library and budget for external courses.

How to Apply

Ready to make a difference from the comfort of your own home? Click the link below to submit your application and join the brighthush family. We’re hiring fast, so don’t wait—your next career adventure starts here!

Apply to brighthush Today

Closing Statement

At brighthush, we’re not just building products; we’re building relationships—one customer interaction at a time. If you’re a proactive, customer‑first professional who thrives in a fast‑moving, remote environment, we want to hear from you. Join us, and help shape the future of customer support while advancing your own career in a supportive, innovative, and rewarding setting.