Remote Customer Care Specialist – Global Support & Community Engagement at brighthush

About brighthush

brighthush is on a mission to empower creators, coaches, educators, and businesses to build vibrant, engaging communities—all in one seamless platform. With a growing roster of over 200 passionate team members spanning 30+ countries, we’re redefining what it means to connect people online. Our platform brings together discussions, live streams, events, chat, courses, and payments under a single, brand‑customizable umbrella. We’re a fully remote, high‑velocity startup that values autonomy, outcomes, and continuous learning. If you’re ready to help shape the future of community engagement while working from anywhere in the world, brighthush is the place for you.

Why Join Our Customer Support Team?

At brighthush, our customer support team is the frontline of our product experience. We’re the bridge between our users and the engineering, design, and product teams. Your voice will directly influence product roadmaps, help us identify pain points, and ensure that every creator and community member feels heard and supported. As we scale, we’re looking for dedicated, empathetic, and technically minded individuals who thrive in a fast‑moving, fully remote environment.

What You’ll Be Doing

• Prioritize and Resolve Customer Issues: Manage a high volume of support tickets across email, chat, and community forums, ensuring timely and accurate responses.
• Onboard New Users: Guide creators through the initial setup of their communities, providing hands‑on support and best‑practice recommendations.
• Product Expertise: Become a subject‑matter expert on the brighthush platform, including our internal admin tools, live‑streaming capabilities, payment processing, and member management.
• Advise and Educate: Offer practical, actionable solutions to creators as they launch and grow their communities, helping them maximize engagement and revenue.
• Escalate and Collaborate: Work closely with engineers and designers to troubleshoot complex technical issues, from SSO flows to API errors and live‑stream latency.
• Identify Trends: Analyze support data to surface recurring themes and propose proactive improvements to the product and support documentation.
• Global Team Collaboration: Communicate effectively across time zones using Notion, Slack, and Zendesk, ensuring a cohesive, high‑performing support culture.

Essential Qualifications

• 3+ years of technical support experience, preferably in SaaS or a community‑centric product.
• Proficiency in English (spoken, written, and reading) at CEFR Level C2 / ILR Level 5.
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, user‑friendly language.
• Experience with Zendesk ticketing system and familiarity with automation tools such as Zapier.
• Demonstrated ability to troubleshoot application logins, SSO flows, and API integration issues.
• Prior exposure to community, payment, live‑stream, or content‑related products is highly desirable.
• Comfortable working in a fully remote, asynchronous environment with a global team.

Preferred Qualifications

• Experience in a high‑growth startup setting, contributing to product feedback loops.
• Knowledge of automation platforms (e.g., Zapier, Integromat) and ability to design workflow solutions.
• Background in data analysis or experience creating dashboards to track support metrics.
• Understanding of community moderation best practices and content compliance.
• Experience with live‑streaming technology and real‑time event management.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delighting users.
• Technical Aptitude: Quick learner who can navigate complex systems and debug issues efficiently.
• Collaboration: Ability to work cross‑functionally with product, engineering, and design teams.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Self‑motivated to manage a high ticket volume while meeting SLA targets.
• Adaptability: Comfortable with rapid change, new product releases, and evolving support processes.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Lead role, overseeing a team of specialists.
• Transition into Product Management or Engineering, leveraging your deep product knowledge.
• Participate in cross‑functional projects, such as designing new support workflows or contributing to product roadmap discussions.
• Access a generous learning & development stipend to pursue courses, certifications, or conferences that align with your career goals.
• Attend bi‑annual company retreats in inspiring locations, fostering networking and skill‑sharing across the organization.

Work Environment & Culture

Our culture is built on trust, autonomy, and a shared commitment to outcomes. We:

• Operate fully remotely, allowing you to work from anywhere in the world.
• Encourage asynchronous collaboration, with clear documentation in Notion and real‑time communication via Slack.
• Value work‑life balance, offering 35 days of paid time off annually and a paid sabbatical after five years.
• Provide a home‑office stipend to help you create a productive workspace.
• Celebrate diversity and inclusion, with a team that spans multiple cultures and time zones.

Compensation & Perks

• Base Salary: $45,000 – $60,000 USD per year, with annual performance reviews and potential increases.
• Equity: Startup equity package, aligning your success with the company’s growth.
• Health & Wellness: Comprehensive medical coverage for you and your family, or reimbursement options where applicable.
• Parental Leave: Generous paid leave for new parents and families expanding their household.
• Learning Stipend: Dedicated budget for professional development.
• Annual Bonus: Potential bonus for roles that do not already receive variable income or commission.
• Company Retreats: Twice‑annual fully paid retreats in exciting global destinations.

How to Apply

Ready to join brighthush and make a tangible impact on the future of online communities? Submit your application through our official applicant tracking system. If selected, you may be invited to record a short introductory video or participate in a live video interview with a member of our team. We conduct all interviews face‑to‑face via Zoom or Google Meet and do not use chat‑based or AI‑driven interviews.

We’re looking for candidates who align with our values—innovation, empathy, and a relentless drive to improve the user experience. If that sounds like you, we encourage you to apply today and help shape the next generation of community platforms.