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

About brighthush

brighthush is redefining the floral experience by marrying the timeless beauty of hand‑picked blooms with the convenience of modern e‑commerce. Every day, we deliver fresh, sustainable arrangements to customers across the United States, turning ordinary moments into unforgettable celebrations. Our mission is simple yet powerful: to make every occasion memorable, one bouquet at a time. Behind this mission lies a culture of innovation, sustainability, and relentless customer focus.

As we expand our footprint, we’re looking for passionate, self‑driven individuals who thrive in a fast‑paced, remote-first environment. If you love solving problems, enjoy connecting with people, and want to be part of a company that values creativity, transparency, and continuous growth, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly contributes to a customer’s joy and the success of our floral partners.
• 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 virtual team 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.