Remote Customer Service Representative – brighthush SaaS Facility Management Platform for Self‑Storage (New Jersey Residents)

About brighthush

brighthush is the leading SaaS facility management platform serving the self‑storage industry. Our purpose‑built, scalable system powers intelligent automation and modern facility operations for storage operators worldwide. Backed by significant capital from industry veterans, brighthush is in rapid growth mode, delivering the most advanced and adaptable operating system for storage facilities of all sizes. Join a forward‑thinking team that is reshaping how storage businesses run, innovate, and delight their customers.

Why This Role Matters

As the first point of contact for brighthush clients, the Customer Service Representative plays a pivotal role in shaping the client experience. Storage operators rely on brighthush every day to manage move‑ins, payments, reporting, and more. When they reach out, they expect a fast, friendly, and crystal‑clear response. Your ability to own each conversation from the moment it lands in our system, resolve everyday questions, and keep clients informed until the issue is closed will directly impact client satisfaction, retention, and the overall reputation of brighthush.

Key Responsibilities

Client Service – Front‑Line Support

• Respond to inbound client conversations in Intercom (chat, email, and phone) promptly and warmly, consistently meeting or exceeding team response targets.
• Resolve everyday questions directly, including how‑to inquiries, account and login assistance, platform navigation, and common workflows such as move‑ins, payments, and reporting.
• Guide facility staff through routine tasks step‑by‑step, using plain language and a calm, patient tone across all communication channels.
• Provide continuous updates to clients throughout the resolution process, especially when another team is involved.
• Identify urgent situations that could affect a facility’s ability to operate and flag them immediately for rapid escalation.

Triage and Handoff – Ensuring Seamless Collaboration

• Gather comprehensive facts for every issue: affected user, facility, description of the problem, client expectations, and any supporting screenshots or examples.
• Distinguish issues that require Technical Support and hand them off with a complete, well‑documented ticket, ensuring the client never has to repeat themselves.
• Route hardware and legacy‑product cases to the dedicated Hardware and Legacy Support team.
• Remain the client’s point of contact on handed‑off cases, follow up on progress, and close the loop once the issue is resolved.
• Log every client feature request in Intercom so the Product team can prioritize enhancements.

Product Knowledge & Documentation – Becoming a Platform Expert

• Complete the brighthush onboarding curriculum and attend recurring feature‑training sessions to stay current on each release.
• Leverage help‑center articles and macros to deliver consistent answers, while proactively flagging gaps or outdated content.
• Transform recurring client questions into actionable suggestions for new help‑center articles, tutorials, or macro updates.

Schedule & Coverage – Aligning with Pacific Time Operations

• Work Pacific Time business hours from a remote location in New Jersey, aligning with the headquarters in El Segundo.
• Participate in coverage planning for holidays, peak periods, and special events to ensure uninterrupted client support.

How Success Is Measured

• First response time: Meet or beat the team’s target for initial replies.
• First‑contact resolution rate: Resolve conversations without escalation whenever possible.
• Client satisfaction scores: Achieve high satisfaction ratings on closed conversations.
• Handoff quality: Deliver tickets to Technical Support that are complete enough to act on without needing additional client input.
• Follow‑through: Ensure no client is left waiting for an update.
• Knowledge‑base contributions: Regularly add or improve help‑center articles and macros.

Required Qualifications

• Minimum of 2 years experience in a customer‑service role with direct contact via chat, email, and phone.
• Hands‑on experience with a ticketing or help‑desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow.
• Exceptional written communication—clear, friendly, and professional—and a calm, patient phone presence.
• Proven ability to manage a busy queue, prioritize tasks, and follow through on every open conversation.
• Comfort learning new software quickly and translating technical concepts into plain language for non‑technical users.

Preferred Qualifications

• Experience supporting a SaaS software product or working in a technical support/help‑desk environment.
• Background in self‑storage operations, property management, or another operationally critical business.
• Specific experience with Intercom as a support platform.
• Demonstrated ability to write clear help‑center content, FAQs, or customer‑facing instructions.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand client concerns and respond with genuine care.
• Problem‑Solving: Quickly diagnose issues, identify root causes, and propose effective solutions.
• Time Management: Juggle multiple conversations while maintaining high quality and speed.
• Technical Aptitude: Comfort navigating SaaS platforms, extracting data, and guiding users through workflows.
• Collaboration: Work closely with Technical Support, Product, and Engineering teams to ensure seamless client experiences.
• Continuous Learning: Stay curious about new features, industry trends, and best practices in customer support.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its team members. As a Customer Service Representative, you will have access to:

• Structured onboarding and ongoing product‑training programs.
• Mentorship from senior support leaders and cross‑functional experts.
• Opportunities to transition into Technical Support, Product Management, or Customer Success roles as you demonstrate expertise.
• Regular workshops on communication, conflict resolution, and advanced troubleshooting techniques.
• Support for certifications related to customer support platforms (e.g., Intercom Certified Specialist).

Work Environment & Culture at brighthush

At brighthush, we champion a culture of transparency, collaboration, and relentless improvement. Our remote‑first philosophy empowers employees to work from anywhere while staying tightly connected through daily stand‑ups, virtual coffee chats, and quarterly in‑person gatherings at our El Segundo headquarters. We celebrate diversity, encourage innovative thinking, and recognize achievements through peer‑to‑peer shout‑outs, performance bonuses, and career‑advancement pathways.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based annual bonus.
• Comprehensive medical, dental, vision, and life insurance plans.
• 401(k) retirement plan with company match.
• Generous paid vacation, sick leave, and holiday schedule.
• Equity participation – become a true owner of brighthush’s success.
• Education Assistance Program to fund courses, certifications, or degree programs.
• Employee Assistance Program for mental health and well‑being.
• Discounted storage services and an employee discount store.
• Flexible remote work arrangement (must reside in New Jersey).

Commitment to Equality & Inclusion

brighthush is an equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, disability, veteran status, or any other characteristic protected by law. Qualified applicants with criminal histories will be considered in accordance with all applicable federal, state, and local regulations. We are dedicated to providing reasonable accommodations for candidates with disabilities; please contact us at [email protected] for assistance.

Ready to Join the brighthush Team?

If you thrive in a fast‑paced, customer‑centric environment and are excited to help storage operators unlock the full potential of a cutting‑edge SaaS platform, we want to hear from you. Apply today and become a key player in delivering world‑class service that fuels brighthush’s mission to revolutionize the self‑storage industry.