Remote Customer Experience Specialist – Email & Live Chat Support for Canadian Market (Contract‑to‑Hire) – Join brighthush’s Dynamic Support Team

About brighthush

brighthush is a global leader in technology and business services, dedicated to helping organizations transform their operations and unlock new growth opportunities. With a footprint that spans North America, Europe, and Asia, brighthush partners with more than 6,000 clients—including 80% of the Fortune 500—to deliver end‑to‑end solutions that blend strategy, design, execution, and technology. Our culture is built on collaboration, innovation, and an unwavering focus on customer success. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your contributions matter and your growth is supported by continuous learning, mentorship, and a clear path to advancement.

Position Overview

We are seeking a highly motivated Customer Experience Specialist to become a cornerstone of our dedicated support team serving Canadian online shoppers. This role is primarily focused on email support (approximately 90% of interactions) with a complementary live‑chat component (about 10%). As the first line of communication, you will be responsible for turning inquiries into satisfied experiences, ensuring every customer feels heard, understood, and valued. The opportunity is a Contract‑to‑Hire arrangement based in Houston, TX, but you will work fully remotely from any location within Canada. The starting compensation is $16.00 USD per hour, with the potential to transition into a permanent position based on performance and business needs.

Key Responsibilities

• Promptly review incoming support tickets and live‑chat requests, accurately capture the nature of each customer issue, and gather all necessary details to facilitate resolution.
• Diagnose root causes by leveraging internal knowledge bases, product documentation, and cross‑functional expertise, then determine the most effective solution path.
• Maintain meticulous records in the CRM system, updating customer accounts, logging actions taken, and noting any follow‑up steps required.
• Craft clear, concise, and friendly written responses that guide customers through resolution steps, ensuring they understand both the immediate fix and any longer‑term considerations.
• Collaborate with technical support, product development, and merchant affiliate networks to resolve complex or escalated issues, acting as a liaison between the customer and internal teams.
• Escalate unresolved problems to the appropriate manager or specialist, providing comprehensive context, screenshots, and any relevant data to accelerate resolution.
• Conduct post‑resolution follow‑ups to confirm customer satisfaction, close tickets formally, and capture feedback that can be used for continuous improvement.
• Identify recurring trends, systemic issues, or gaps in knowledge, and proactively recommend process enhancements or training initiatives to senior leadership.
• Assist in onboarding and training new support agents by sharing best practices, role‑playing scenarios, and contributing to the development of internal documentation.
• Uphold a high level of professionalism, accuracy, and empathy in all written communications, reflecting brighthush’s brand standards and commitment to excellence.

Essential Qualifications

• High School Diploma or equivalent; a college diploma or associate degree is preferred.
• 2–3 + years of customer service experience, ideally within high‑tech, e‑commerce, or internet‑based environments.
• Demonstrated proficiency with CRM platforms such as Salesforce, Zendesk, or comparable tools.
• Typing speed of 55 + words per minute with a high degree of accuracy.
• Exceptional written and verbal communication skills in English; bilingual ability (French/English) is a strong advantage.
• Proven problem‑solving capabilities and the ability to manage multiple tasks simultaneously while maintaining quality.
• Solid working knowledge of Microsoft Office, especially Word and Excel.
• Experience with email and live‑chat support tools (e.g., Intercom, LiveChat, Freshdesk).

Preferred Qualifications

• Direct experience supporting Canadian customers, with an understanding of local consumer protection regulations and cultural expectations.
• Familiarity with cash‑back, loyalty, or rewards program structures and terminology.
• Knowledge of data‑privacy frameworks such as GDPR, CCPA, and Canada’s PIPEDA.
• Previous experience thriving in a remote or distributed team setting.
• Relevant certifications such as ITIL, HDI Customer Service, or other recognized customer‑support credentials.

Skills & Competencies

• Customer‑centric mindset: Passion for delivering exceptional service and creating memorable experiences.
• Analytical acumen: Ability to dissect complex issues, identify patterns, and propose effective solutions.
• Attention to detail: Precision in documentation, data entry, and communication.
• Adaptability: Comfort navigating a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Strong team player who shares knowledge freely and contributes to a supportive culture.
• Self‑motivation: Proactive approach to personal development and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a strategic priority. As a Customer Experience Specialist, you will gain access to a robust learning ecosystem that includes:

• Online courses covering advanced communication techniques, conflict resolution, and product knowledge.
• Live webinars hosted by industry experts on emerging trends in e‑commerce support and digital customer experience.
• Mentorship programs pairing you with senior leaders who can guide your career trajectory.
• Rotational assignments that allow you to explore adjacent functions such as product management, quality assurance, or business analysis.
• Clear promotion pathways to Senior Support Specialist, Team Lead, or Customer Success Manager roles based on performance metrics and leadership potential.

Our commitment to internal mobility means that high‑performing specialists often transition into cross‑functional positions, leveraging their frontline insights to shape product roadmaps, improve service delivery, and influence strategic decisions across brighthush.

Work Environment & Culture

brighthush fosters an inclusive, transparent, and feedback‑rich culture. Our remote teams are equipped with state‑of‑the‑art collaboration tools, regular virtual town halls, and informal social gatherings that keep the sense of community alive across time zones. Key cultural pillars include:

• Diversity & Inclusion: We celebrate varied perspectives and encourage every employee to bring their authentic self to work.
• Flexibility: Core hours align with Canadian time zones, allowing you to balance personal commitments while meeting business needs.
• Continuous Feedback: Frequent check‑ins, performance reviews, and peer recognition programs keep growth on the radar.
• Innovation: Employees are empowered to propose process improvements, experiment with new tools, and contribute to a culture of relentless improvement.

Our remote‑first philosophy means you’ll have a home‑office stipend, ergonomic equipment allowances, and a dedicated IT support line to ensure your workspace is productive and comfortable.

Compensation & Benefits

• Hourly Rate: $16.00 USD per hour (competitive for entry‑level remote support roles).
• Health & Wellness: Medical, dental, and vision coverage; critical illness and accident plans; mental‑health resources through an Employee Assistance Program.
• Retirement Savings: 401(k) plan with pre‑tax and Roth contribution options, plus employer matching where applicable.
• Insurance: Voluntary life, AD&D, short‑ and long‑term disability coverage.
• Paid Time Off: Generous PTO accrual, sick leave, and paid holidays aligned with Canadian statutory holidays.
• Additional Perks: Health Spending Account (HSA), transportation benefits, professional development budget, and access to a global employee discount program.
• Eligibility for benefits is contingent upon job classification and length of service, with full enrollment after a standard waiting period.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a remote collaborative environment, and are eager to grow within a forward‑thinking organization, we want to hear from you. Please submit the following:

• Your updated resume highlighting relevant experience.
• A concise cover letter (150‑300 words) that showcases your customer‑service achievements, familiarity with Canadian market nuances, and why you believe you are an ideal fit for brighthush.
• Any supporting certifications or portfolio items that demonstrate your expertise.

Applications will be reviewed on a rolling basis. Qualified candidates will be contacted for a virtual interview that includes a situational assessment to gauge problem‑solving and communication skills.

Closing Statement

Join brighthush and become part of a forward‑thinking organization that values innovation, teamwork, and customer success. This role offers a unique opportunity to grow your career while making a tangible impact on the lives of millions of online shoppers across Canada. Take the next step toward a rewarding, purpose‑driven career—apply today and start shaping the future of digital customer experience with brighthush.