Full‑Time Remote Customer Service Representative – Tier 1 Support Specialist for brighthush

About brighthush

brighthush is a trailblazing e‑commerce platform that brings the freshest, hand‑picked floral arrangements directly to customers’ doorsteps. With a mission to make every occasion unforgettable, we blend cutting‑edge technology with a passion for beauty and sustainability. Our team is a vibrant mix of creative thinkers, tech enthusiasts, and customer‑first professionals who thrive in a fast‑paced, collaborative environment. As we expand our reach across the United States, we’re looking for dedicated individuals who share our commitment to exceptional service and innovation.

Why Join brighthush?

• Impactful Work: Every interaction you handle helps create memorable moments for our customers and supports our partners in delivering top‑quality products.
• Remote Flexibility: Work from anywhere in the U.S. with a reliable internet connection and a quiet workspace.
• Competitive Compensation: Earn up to $20 per hour, with opportunities for overtime and performance bonuses.
• Growth & Development: Access to internal training programs, mentorship, and clear career pathways into senior support, quality assurance, or product management.
• Inclusive Culture: A diverse, supportive team that values transparency, continuous learning, and work‑life balance.
• Perks & Benefits: Health & wellness stipend, flexible vacation policy, employee discounts on floral subscriptions, and quarterly team virtual events.

Key Responsibilities

As a Tier 1 Customer Service Representative at brighthush, you will be the first line of support for both our customers and floral partners. Your role will involve:

• Providing friendly, efficient, and accurate assistance via phone, email, and live chat.
• Listening attentively to customer inquiries, diagnosing issues, and delivering clear, actionable solutions.
• Escalating complex technical or product questions to the engineering or product teams with precise documentation.
• Ensuring a consistently outstanding experience by going the extra mile to resolve concerns and follow up on pending tickets.
• Identifying recurring trends or pain points in support interactions and collaborating with cross‑functional teams to propose process improvements.
• Maintaining up‑to‑date knowledge of product features, policies, and industry best practices.
• Adhering to company standards for response time, quality, and customer satisfaction metrics.
• Participating in regular training sessions, knowledge‑sharing workshops, and performance reviews.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer support experience, preferably in a fast‑paced, remote environment.
• Proficiency with customer support platforms (e.g., Zendesk, Freshdesk) and basic troubleshooting of web/mobile applications.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities and a proactive, solution‑oriented mindset.
• Ability to manage multiple tickets simultaneously while maintaining high accuracy.
• Reliable home office setup with a high‑speed internet connection, a headset, and a quiet workspace.
• Self‑motivated, disciplined, and comfortable working independently with minimal supervision.

Preferred Qualifications

• Experience in e‑commerce, retail, or floral industry support.
• Knowledge of CRM systems and data analytics tools.
• Previous exposure to Tier 2 or Tier 3 support roles.
• Familiarity with quality assurance processes and customer feedback loops.
• Demonstrated ability to contribute to process improvement initiatives.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting basic technical issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Analytical Thinking: Ability to identify patterns, root causes, and propose actionable solutions.
• Time Management: Prioritize tasks effectively to meet SLA targets.
• Collaboration: Work seamlessly with engineering, product, and operations teams.
• Adaptability: Thrive in a dynamic environment with evolving processes and product updates.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Tier 1 Representative, you can:

• Progress to a Senior Support Specialist or Team Lead role, overseeing a small group of agents.
• Transition into Quality Assurance, ensuring our support processes meet the highest standards.
• Move into Product Management or Operations, leveraging your frontline insights to shape future features.
• Participate in our brighthush Academy, a comprehensive learning platform covering customer service excellence, product knowledge, and leadership skills.
• Attend quarterly virtual workshops hosted by industry experts on topics such as emotional intelligence, conflict resolution, and emerging e‑commerce trends.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and continuous improvement. You’ll enjoy:

• Flexible scheduling that respects your personal commitments.
• Regular virtual team huddles and social events to foster connection.
• A culture of open feedback, where your ideas are heard and acted upon.
• Access to a digital wellness toolkit, including guided meditation sessions and ergonomic resources.
• A commitment to diversity, equity, and inclusion, ensuring every voice is valued.

Compensation & Benefits

While the base rate is up to $20 per hour, we also offer:

• Performance‑based bonuses tied to customer satisfaction scores and ticket resolution metrics.
• Health, dental, and vision stipend for remote employees.
• Paid time off (PTO) and a generous holiday schedule.
• Employee discount on all brighthush floral subscriptions and partner products.
• Annual stipend for home office upgrades (e.g., ergonomic chair, monitor).
• Quarterly team retreats (virtual or in‑person) to celebrate milestones and strengthen camaraderie.

How to Apply

Ready to make a difference in the lives of our customers and grow your career with a forward‑thinking brand? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the brighthush Customer Service team. We’re hiring immediately, so don’t wait—apply today and join a community that values excellence, creativity, and genuine care.