Remote Chat Support Specialist – Second Shift (1 PM–10 PM ET) – Customer Success & Marketing Education at brighthush

About brighthush and the Opportunity

At brighthush, we’re redefining how small businesses and entrepreneurs connect with their audiences. Our mission is to empower creators, marketers, and service providers with intuitive tools that simplify online growth. As a global, fully remote company, we thrive on collaboration, continuous learning, and a culture that celebrates curiosity and empathy.

We’re currently expanding our customer success team and looking for a dedicated Chat Support Specialist to join us on the second shift (1 PM–10 PM ET). This role is perfect for someone who loves helping people succeed, enjoys learning about marketing technology, and thrives in a flexible, supportive environment.

Key Responsibilities

• Multi‑Channel Support: Provide timely, accurate assistance via live chat, email, phone, and social media across multiple time zones.
• Product Education: Guide customers through our suite of marketing tools—social media scheduling, email automation, landing page creation, and analytics—ensuring they understand how each feature can drive their business goals.
• Issue Resolution: Diagnose and troubleshoot technical and functional issues, escalating when necessary and following up to guarantee customer satisfaction.
• Proactive Engagement: Share best practices, industry trends, and actionable insights that help customers grow their online presence.
• Collaboration: Work closely with product, engineering, and marketing teams on special projects, providing frontline feedback that shapes future features and support resources.
• Relationship Building: Build genuine, lasting relationships with customers, becoming their trusted advisor and champion within the brighthush ecosystem.
• Continuous Improvement: Identify patterns in support tickets and suggest process enhancements, contributing to a culture of data‑driven service excellence.

Essential Qualifications

• Excellent written and verbal communication skills in English.
• Strong customer‑service mindset with a passion for helping others succeed.
• Reliable high‑speed internet connection and a quiet, distraction‑free workspace.
• Ability to work independently from home while staying connected with a distributed team.
• Comfortable with learning new software and troubleshooting across multiple platforms.
• Availability to work the second shift (1 PM–10 PM ET) with variable days, including occasional weekends.
• Basic understanding of marketing concepts (social media, email campaigns, landing pages) is a bonus but not required.

Preferred Qualifications

• Experience in a customer support or help desk role, preferably in SaaS or marketing technology.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and help‑desk tools (e.g., Zendesk, Intercom).
• Knowledge of SEO fundamentals, content marketing, or digital advertising.
• Previous exposure to remote work environments and asynchronous communication tools.

Skills & Competencies for Success

• Empathy & Active Listening: Ability to understand customer pain points and respond with genuine care.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Time Management: Prioritize multiple tickets, manage workload, and meet response time targets.
• Adaptability: Thrive in a fast‑moving environment where priorities can shift rapidly.
• Team Collaboration: Communicate clearly with cross‑functional teams and contribute to shared goals.
• Continuous Learning: Eagerness to stay updated on new features, industry trends, and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Chat Support Specialist, you’ll have the chance to:

• Progress into senior support roles or transition into product, marketing, or sales positions.
• Participate in monthly knowledge‑sharing sessions, webinars, and industry conferences.
• Earn certifications in digital marketing, customer success, or SaaS product management.
• Lead cross‑departmental projects that directly influence product roadmap and customer experience.
• Receive mentorship from senior leaders and peers across the organization.

Work Environment & Company Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Fully flexible scheduling within the second‑shift window, with advance notice of days and weekends.
• A supportive, collaborative team that values open communication and mutual respect.
• Regular virtual team‑building events, happy hours, and community initiatives.
• A culture that celebrates curiosity, encourages experimentation, and rewards innovative ideas.
• Access to a digital resource hub with training materials, best‑practice guides, and internal knowledge bases.

Compensation, Perks, and Benefits

While the exact compensation will be discussed during the interview process, we offer:

• Competitive entry‑level pay aligned with industry standards.
• Paid time off, holidays, and a flexible vacation policy.
• Health insurance options (medical, dental, vision) for eligible employees.
• 401(k) retirement plan with company match.
• Home‑office stipend and internet allowance to ensure you have the tools you need.
• Gym membership reimbursement and wellness programs.
• Professional development budget for courses, certifications, and conferences.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a community of innovators who are passionate about empowering businesses worldwide. You’ll have the autonomy to shape customer experiences, the resources to grow your skill set, and the support of a team that values your contributions.

Ready to help entrepreneurs thrive while advancing your own career? We’re excited to hear from you.

How to Apply

Submit your application through our careers portal and include a brief cover letter explaining why you’re the perfect fit for this role. We look forward to exploring how your enthusiasm and skills can help us elevate the customer experience at brighthush.