Full‑Time Remote Customer Support Representative – Email & Live Chat Specialist – Brighthush

About Brighthush

Brighthush is a forward‑thinking technology company that is redefining how people connect with digital products. With a mission to deliver seamless, intuitive experiences, we empower our customers to achieve more through thoughtful design, robust support, and continuous innovation. Our team is distributed across the United States, and we thrive on collaboration, curiosity, and a shared commitment to excellence.

Why Join Brighthush?

At Brighthush, we believe that every interaction matters. As a Remote Customer Support Representative, you will be the frontline ambassador for our brand, turning everyday challenges into memorable moments of delight. You’ll work in a culture that values transparency, autonomy, and professional growth. Whether you’re a seasoned support veteran or just starting your career, Brighthush offers a dynamic environment where your voice is heard and your impact is tangible.

Key Responsibilities

• Multi‑Channel Support: Handle customer inquiries via email and live chat, ensuring timely, accurate, and empathetic responses.
• Problem Solving: Diagnose and resolve technical and non‑technical issues, escalating when necessary while maintaining a calm, solution‑oriented demeanor.
• Customer Satisfaction: Measure and improve satisfaction scores by actively listening, empathizing, and following up to confirm resolution.
• Knowledge Base Management: Collaborate with the Customer Success team to draft, review, and update email templates and knowledge base articles.
• Bug Reporting & Hunting: Identify, document, and report bugs to the engineering team, participating in bug‑hunting initiatives to enhance product quality.
• Process Improvement: Provide feedback on support workflows, suggest automation opportunities, and help refine best practices.
• Team Collaboration: Attend regular stand‑ups, share insights, and contribute to a culture of continuous learning and improvement.

Essential Qualifications

• Minimum of 1 year of experience in a customer support or technical support role.
• Proficiency in using ticketing systems (e.g., Zendesk, Freshdesk) and live chat platforms.
• Excellent written communication skills in English; additional languages are a plus.
• Strong analytical and troubleshooting abilities, with a knack for turning complex problems into simple solutions.
• Ability to work independently in a remote setting, managing time effectively and meeting SLAs.
• High level of empathy and patience, especially when dealing with frustrated or confused customers.
• Basic understanding of web technologies (HTML, CSS, JavaScript) and API concepts is desirable.

Preferred Qualifications

• Experience in SaaS or tech‑product support environments.
• Familiarity with customer success metrics such as NPS, CSAT, and CES.
• Knowledge of bug‑tracking tools (Jira, Bugzilla) and the ability to create clear, actionable bug reports.
• Previous involvement in creating or maintaining knowledge base content.
• Experience with remote collaboration tools (Slack, Teams, Zoom).
• Certifications in customer service or technical support (e.g., ITIL).

Skills & Competencies

• Communication: Clear, concise, and friendly tone across all channels.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot issues efficiently.
• Time Management: Prioritize tasks, meet deadlines, and handle multiple tickets simultaneously.
• Adaptability: Thrive in a fast‑paced environment with evolving processes and product updates.
• Collaboration: Work seamlessly with cross‑functional teams—engineering, product, and marketing—to resolve customer issues.
• Customer‑Centric Mindset: Put the customer first, turning challenges into opportunities for brand advocacy.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent. As a Customer Support Representative, you’ll have access to:

• Structured onboarding with mentorship from senior support specialists.
• Regular training sessions on product updates, new features, and advanced support techniques.
• Cross‑departmental shadowing programs to explore roles in Customer Success, Product Management, and Engineering.
• Clear career ladder: from Support Specialist to Senior Specialist, Team Lead, and beyond.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

At Brighthush, we value:

• Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects work‑life balance.
• Inclusivity: A diverse, inclusive community where every voice is heard.
• Innovation: A culture that encourages experimentation, continuous improvement, and creative problem‑solving.
• Recognition: Regular shout‑outs, peer recognition programs, and milestone celebrations.
• Well‑being: Access to mental health resources, wellness stipends, and virtual team‑building activities.

Compensation & Benefits

While specific figures may vary based on experience, Brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health, dental, and vision insurance (including telehealth options).
• 401(k) plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Professional development stipend for courses, certifications, and conferences.
• Flexible working hours and a home‑office stipend to create an optimal remote workspace.

How to Apply

Ready to make a difference from the comfort of your home? Submit your resume and a brief cover letter outlining why you’re the perfect fit for Brighthush’s Customer Support team. We’re hiring fast, so don’t wait—apply today and join a team that values your expertise, supports your growth, and celebrates your successes.