Full‑Time Remote Customer Support Representative – Technical & Non‑Technical Assistance Across Email & Live Chat

About brighthush

brighthush is a trailblazing customer experience platform that empowers businesses worldwide to deliver seamless, personalized support at scale. With a mission to transform every customer interaction into a memorable experience, brighthush blends cutting‑edge technology, data‑driven insights, and a culture of empathy to help companies build lasting relationships with their customers. Our remote‑first workforce is a testament to our belief that great talent can thrive anywhere, and we’re proud to offer a flexible, inclusive environment where every team member can grow, innovate, and make a real impact.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving organization that values curiosity, collaboration, and continuous learning. We invest heavily in our people through mentorship programs, skill‑building workshops, and access to industry conferences. Whether you’re a seasoned support professional or just starting your career, you’ll find opportunities to broaden your expertise, take on new challenges, and advance into leadership roles.

Key Responsibilities

• Multi‑Channel Support Excellence: Provide high‑quality assistance to customers via email, live chat, and other digital channels, ensuring every interaction reflects brighthush’s commitment to service excellence.
• Problem Solving & Escalation Management: Diagnose and resolve technical and non‑technical issues, escalating complex cases to the appropriate teams while maintaining clear communication with the customer.
• Customer Satisfaction Champion: Use active listening, empathy, and a proactive mindset to meet and exceed customer expectations, turning challenges into opportunities for delight.
• Content Collaboration: Partner with the Customer Success team to draft, review, and update email templates, knowledge‑base articles, and FAQ content, ensuring information is accurate, concise, and user‑friendly.
• Bug Hunting & Reporting: Identify, document, and report software bugs or workflow inefficiencies, working closely with product and engineering teams to drive continuous improvement.
• Data‑Driven Insight: Track and analyze support metrics (e.g., response time, resolution rate, CSAT scores) to identify trends, recommend process enhancements, and contribute to quarterly performance reviews.
• Team Collaboration & Knowledge Sharing: Participate in regular team huddles, share best practices, and mentor new hires to foster a culture of collective success.

Essential Qualifications

• Minimum of 1–2 years of customer support experience in a SaaS or technology environment.
• Proficiency in using help‑desk platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Strong written communication skills in English, with the ability to convey complex information clearly and concisely.
• Demonstrated ability to handle high‑volume, fast‑paced support queues while maintaining a calm, professional demeanor.
• Basic technical troubleshooting skills, including familiarity with web browsers, operating systems, and common software integrations.
• Self‑motivated, detail‑oriented, and capable of working independently from a home office.
• Reliable high‑speed internet connection and a dedicated workspace that meets brighthush’s remote work standards.

Preferred Qualifications

• Experience with live‑chat support and real‑time communication tools.
• Knowledge of API integrations, webhook concepts, or basic scripting (e.g., JavaScript, Python).
• Previous involvement in creating or maintaining knowledge‑base content and training materials.
• Experience with data analysis tools (e.g., Excel, Google Sheets, Tableau) to interpret support metrics.
• Multilingual capabilities or experience serving a global customer base.
• Certification in customer service or related fields (e.g., HDI, ITIL).

Skills & Competencies

• Empathy & Emotional Intelligence: Ability to understand customer emotions and respond with genuine care.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Communication: Clear, concise, and professional written communication across diverse audiences.
• Time Management: Prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
• Adaptability: Thrive in a rapidly evolving environment, embracing new tools, processes, and product updates.
• Collaboration: Work effectively with cross‑functional teams, including product, engineering, and marketing.
• Continuous Learning: Proactive pursuit of new knowledge, skills, and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Support Representative, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with experienced teammates.
• Monthly “Lunch & Learn” sessions covering product updates, industry best practices, and soft‑skill development.
• Cross‑functional project assignments that expose you to product management, marketing, and engineering.
• Clear career pathways: from Support Specialist to Senior Support Lead, Team Lead, or Customer Success Manager.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and a shared commitment to excellence. We celebrate diversity, encourage open dialogue, and foster a sense of belonging regardless of location. Our remote work policy includes:

• Flexible scheduling to accommodate different time zones and personal commitments.
• Regular virtual team building events, such as game nights, wellness challenges, and cultural celebrations.
• Access to a digital collaboration hub (Slack, Teams) and project management tools (Asana, Jira).
• Annual virtual retreats that bring the entire team together for strategy, learning, and fun.

Compensation & Perks

While specific figures vary by role and 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 individual and team metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to help you build long‑term financial security.
• Generous paid time off, including vacation, sick leave, and personal days.
• Home‑office stipend to support your remote work setup.
• Unlimited professional development budget for courses, certifications, and conferences.

How to Apply

Ready to bring your passion for customer service to a forward‑thinking, remote‑first team? Click the link below to submit your application and join brighthush in redefining the customer experience landscape.

Apply to brighthush Today

We’re Excited to Meet You!

At brighthush, every interaction matters. If you’re driven by curiosity, committed to excellence, and eager to help customers succeed, we want to hear from you. Join us and become part of a team that values innovation, collaboration, and the power of exceptional service.