Remote Customer Experience Specialist – Fitness Gear & Product Support – Champion Seamless User Journeys, Drive Innovation, and Elevate Brand Loyalty at brighthush

About brighthush

brighthush is redefining the way people experience fitness. With a portfolio that blends cutting‑edge wearable technology, premium apparel, and a vibrant community of over 2 million users, we empower athletes of all levels to track performance, stay motivated, and achieve their goals. Founded on the belief that technology should enhance, not replace, the human experience, brighthush has evolved from a small startup into a leading innovator in the health‑tech space. Our mission is simple: to make fitness accessible, engaging, and rewarding for everyone. We do this by combining state‑of‑the‑art hardware, intuitive software, and a customer‑centric culture that places the user at the heart of everything we do.

Why Join brighthush?

When you join brighthush, you become part of a dynamic, purpose‑driven team that values creativity, collaboration, and continuous learning. We’re committed to fostering an inclusive environment where every voice is heard and every idea has the potential to shape the future of fitness. Whether you’re a seasoned professional or just starting your career, brighthush offers:

• Remote work flexibility that lets you balance life and career
• Competitive hourly rates and comprehensive benefits for U.S. employees
• Opportunities for professional development, mentorship, and cross‑functional projects
• A culture that celebrates innovation, transparency, and community impact
• Access to the latest fitness gear and technology at discounted rates
• Regular virtual team events, hackathons, and wellness challenges

Role Overview

We’re looking for a Remote Customer Experience Specialist – Fitness Gear & Product Support to become the frontline advocate for our customers. In this role, you’ll guide users through every stage of their journey, from initial purchase to product setup and beyond. Your mission is to ensure that every interaction is seamless, positive, and reflective of brighthush’s commitment to excellence.

Key Responsibilities

• Customer Support Excellence: Handle inbound inquiries via phone, email, chat, and social media, providing timely, accurate, and empathetic solutions.
• Order & Shipping Assistance: Track orders, resolve shipping issues, and coordinate with logistics partners to ensure on‑time delivery.
• Product Onboarding & Setup: Guide customers through product activation, app installation, firmware updates, and initial calibration.
• Issue Diagnosis & Escalation: Identify root causes of technical or functional problems, document findings, and collaborate with engineering and product teams for resolution.
• Feedback Loop: Collect user insights, report trends, and contribute to product improvement initiatives.
• Knowledge Base Maintenance: Update FAQs, tutorials, and troubleshooting guides to reflect the latest product features and common customer pain points.
• Community Engagement: Participate in community forums, social media groups, and user events to strengthen brand loyalty.
• Metrics & Reporting: Track key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Continuous Improvement: Identify process gaps, propose enhancements, and champion best practices across the support organization.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Marketing, and Sales to align on customer needs and feature roadmaps.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in a tech or fitness‑related environment.
• Strong written and verbal communication skills in English, with the ability to convey complex information clearly.
• Proficiency with CRM systems and ticketing workflows.
• Basic technical aptitude: comfortable troubleshooting hardware and software issues, including mobile apps and wearable devices.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced, remote setting.
• Empathy and a genuine passion for fitness and wellness.

Preferred Qualifications

• Experience supporting wearable technology or fitness equipment.
• Knowledge of mobile operating systems, including app store guidelines and common troubleshooting steps.
• Familiarity with data privacy regulations (GDPR, CCPA) and best practices for handling sensitive customer information.
• Previous exposure to agile development cycles and cross‑functional collaboration.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Skills & Competencies

• Customer‑Centric Mindset: A deep understanding of what drives customer satisfaction and loyalty.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Literacy: Comfortable navigating operating systems, firmware, and connectivity protocols.
• Communication: Clear, concise, and engaging communication across multiple channels.
• Collaboration: Strong teamwork skills, with experience working remotely across time zones.
• Adaptability: Thrives in a dynamic environment where priorities shift rapidly.
• Data‑Driven: Comfortable using analytics tools to track performance and identify improvement opportunities.
• Time Management: Prioritizes tasks effectively and meets deadlines in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and industry trends.
• Mentorship from senior support leaders and product managers.
• Cross‑functional projects that expose you to Engineering, Marketing, Data Analytics, and Sales.
• Clear career pathways to roles such as Senior Support Engineer, Product Support Lead, or Customer Success Manager.
• Annual learning stipend for courses, certifications, or conferences.
• Regular hackathons and innovation challenges to spark new ideas.
• Opportunities to lead internal knowledge‑sharing sessions and workshops.

Work Environment & Culture

brighthush champions a culture of openness, innovation, and well‑being. Our remote team spans across the U.S., and we use a blend of asynchronous and synchronous communication tools to stay connected. We celebrate:

• Weekly virtual coffee chats and monthly town‑halls.
• Inclusive hiring practices that value diverse perspectives.
• Flexible work hours that respect personal commitments.
• Community outreach initiatives, such as sponsoring local fitness events and charity runs.
• Monthly wellness challenges and virtual fitness classes.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures may vary based on experience, we offer:

• Competitive hourly rate that aligns with industry standards for remote customer support roles.
• Health, dental, and vision insurance for U.S. employees.
• Paid time off (PTO) and holidays.
• 401(k) matching program.
• Employee wellness stipend and access to brighthush fitness gear at discounted rates.
• Remote work stipend to support home office setup.
• Annual performance bonus potential.
• Flexible work schedule and unlimited vacation policy.

How to Apply

Ready to make a tangible impact on the fitness community? Click the link below to submit your application and join the brighthush family.

Apply Now

Closing

At brighthush, we’re not just building products; we’re building a healthier world. If you’re passionate about customer experience, technology, and fitness, and you thrive in a remote, collaborative environment, we want to hear from you. Join us and help shape the future of fitness, one customer interaction at a time.