Remote Customer Service Representative – Email & Live Chat Support (2nd & 3rd Shift) – Full‑Time, Canada, Remote, Contract‑to‑Hire

About brighthush

brighthush is a leading global customer experience partner that empowers brands to deliver seamless, personalized service across every digital touchpoint. With a culture rooted in innovation, collaboration, and continuous learning, we help our clients transform the way they connect with customers. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic, inclusive environment where your contributions directly impact the success of our partners and the satisfaction of millions of shoppers worldwide.

Role Overview

We are looking for a highly motivated, customer‑centric Remote Customer Service Representative to join our growing support team. In this role, you will primarily handle customer inquiries via email (90%) and live chat (10%) for our Canadian customer base. You will work during 2nd and 3rd shift hours, ensuring that shoppers receive timely, accurate, and friendly assistance whenever they need it.

Why This Role Matters

Every email and chat conversation you manage contributes to a brand’s reputation and customer loyalty. Your ability to resolve issues efficiently and with empathy will help our partners maintain high satisfaction scores, reduce churn, and drive repeat purchases. As a remote team member, you’ll also enjoy the flexibility of working from anywhere in the United States while supporting customers across Canada.

Key Responsibilities

• Respond to Customer Inquiries: Handle a high volume of email and chat tickets, ensuring each customer receives a professional, courteous response within the agreed SLA.
• Investigate and Resolve Issues: Diagnose problems related to online transactions, account status, returns, and shipping, and provide clear, actionable solutions.
• Maintain Accurate Documentation: Update customer records in our CRM, log all interactions, and ensure data integrity for future reference.
• Research and Escalate: When encountering complex or policy‑related issues, research internal resources and, if necessary, elevate the ticket to the appropriate specialist.
• Follow‑Up for Satisfaction: After resolution, reach out to customers to confirm that their issue has been fully addressed and that they are satisfied with the outcome.
• Identify Trends: Analyze recurring problems or common questions, and collaborate with cross‑functional teams to propose process improvements.
• Collaborate Internally: Work closely with the Technical Support, Returns, and Billing teams to resolve multi‑departmental issues and share insights.
• Adhere to Policies: Follow all company guidelines, privacy regulations, and security protocols to protect customer data.

Required Qualifications

• High School Diploma or GED.
• 1–3 years of customer service experience, preferably in an e‑commerce or retail environment.
• Proficiency in handling customer interactions via email and/or live chat.
• Strong internet navigation skills and familiarity with online shopping platforms.
• Basic keyboard shortcut knowledge (Ctrl+C, Ctrl+V, etc.).
• Typing speed of at least 50 words per minute.
• Excellent written communication skills with a keen eye for detail.
• Reliable attendance and the ability to work independently in a remote setting.

Preferred Qualifications

• Experience with CRM systems such as Zendesk, Freshdesk, or Salesforce.
• Knowledge of Canadian consumer protection laws and e‑commerce regulations.
• Multilingual abilities, especially in French or Spanish.
• Previous experience working in a 24/7 support environment.

Skills & Competencies

• Customer‑First Mindset: Passion for helping others and a genuine desire to solve problems.
• Communication: Clear, concise, and empathetic written communication.
• Problem Solving: Analytical thinking and the ability to troubleshoot quickly.
• Time Management: Ability to prioritize tasks and meet strict deadlines.
• Adaptability: Comfortable with changing processes, tools, and customer expectations.
• Team Collaboration: Willingness to share knowledge and support teammates.

Training & Onboarding

All new hires will participate in a comprehensive, paid remote training program lasting two weeks. The training schedule is 8:30 AM – 5:00 PM CST, and attendance is mandatory. During this period, you will learn:

• brighthush’s customer service philosophy and standards.
• Product knowledge, order processes, and common customer scenarios.
• CRM navigation, ticketing best practices, and escalation procedures.
• Compliance with privacy and security protocols.
• Tools and resources for continuous learning and performance improvement.

Remote Work Requirements

To ensure a productive remote experience, candidates must:

• Have a dedicated, distraction‑free workspace.
• Maintain reliable high‑speed internet (upload and download speeds verified).
• Provide a current internet speed test during the hiring process.
• Submit a photo of their home workspace to confirm suitability.

Approved Work Locations

Applicants must reside in one of the following U.S. states to qualify for this remote position:

• California
• Colorado
• Connecticut
• District of Columbia
• Florida
• Illinois
• Massachusetts
• Michigan
• Minnesota
• North Carolina
• New Hampshire
• New Jersey
• New York
• Oregon
• South Dakota
• Texas
• Utah
• Wisconsin
• Wyoming

Compensation & Benefits

As a contract‑to‑hire role, the hourly rate is $16.00 per hour. Compensation may vary based on experience, performance, and geographic location. Once hired, you will be eligible for a comprehensive benefits package that may include:

• Medical, dental, and vision coverage.
• Critical illness, accident, and hospital plans.
• 401(k) retirement plan with pre‑tax and Roth options.
• Life insurance (voluntary life & AD&D for employee and dependents).
• Short‑ and long‑term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid time off (PTO, vacation, sick leave).

Career Growth Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Representative, you can progress to roles such as:

• Senior Customer Support Specialist
• Team Lead / Shift Supervisor
• Customer Experience Manager
• Process Improvement Analyst
• Training & Development Coordinator

We also offer ongoing training, mentorship programs, and access to industry conferences to help you expand your skill set and advance your career.

Work Environment & Culture

brighthush fosters a supportive, team‑oriented culture where every voice matters. We celebrate diversity, encourage innovation, and promote a healthy work‑life balance. Our remote teams enjoy:

• Flexible scheduling within the 2nd and 3rd shift windows.
• Regular virtual team huddles and social events.
• Access to a digital library of learning resources.
• Recognition programs for outstanding performance.
• A collaborative environment where ideas are shared freely.

Application Process

Ready to join a forward‑thinking organization that values your expertise? Submit your application through our online portal by September 30, 2026. We’ll review your qualifications, schedule a brief interview, and guide you through the next steps. If you’re passionate about delivering exceptional customer experiences and thrive in a remote, fast‑paced environment, we want to hear from you!

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status.

Contact & Apply

To apply, click the link below or visit our careers page. If you have any questions, feel free to reach out to our recruiting team at [email protected].