Remote Customer Service Representative II – Dedicated Support Specialist for Connecticut Transportation Programs at brighthush

About brighthush and the Future of Public Transportation

brighthush is a forward‑thinking, technology‑driven organization that partners with public‑sector agencies to transform how people move. Our mission is to create seamless, accessible, and sustainable transportation experiences for communities across the United States. By leveraging data analytics, AI‑powered tools, and a customer‑centric mindset, we help transit agencies deliver reliable service, real‑time information, and proactive support to millions of riders every day.

As part of our commitment to excellence, brighthush is expanding its customer support team for the Connecticut Transportation (CTrides) Program. This initiative is designed to provide riders with accurate, timely information about routes, schedules, service alerts, and mobility resources. If you thrive in a fast‑paced, remote environment and love helping people navigate complex systems, we invite you to join our team.

Key Responsibilities

• Multi‑Channel Customer Engagement: Serve as the first point of contact for CTrides customers via phone, email, chat, and web portals, delivering courteous and accurate assistance.
• Information Delivery: Provide up‑to‑date details on Connecticut transportation programs, routes, schedules, and mobility resources, including active service alerts and disruptions.
• Issue Resolution: Resolve customer inquiries on the first contact whenever possible; when escalation is required, follow established procedures to route complex or sensitive cases to the Customer Support Manager.
• Follow‑Up & Closure: Ensure all customer issues are fully addressed and closed out, maintaining a high level of satisfaction.
• Plain‑Language Communication: Adapt tone and language to meet each customer’s needs, including accessibility considerations for individuals with disabilities.
• Documentation & Ticketing: Record every interaction in Zendesk with clear, concise notes and appropriate categorization to support data integrity and analytics.
• Adherence to Service Standards: Follow CTrides service standards, policies, and procedures to maintain consistency and quality.
• Quality Assurance: Participate in QA reviews, applying feedback to continuously improve performance.
• Continuous Learning: Attend training sessions, team meetings, and coaching sessions; stay current on program updates and service changes.
• Knowledge Base Management: Use the knowledge base as the primary source of answers; flag any gaps, inaccuracies, or outdated content for review.
• Trend Analysis: Report emerging patterns in customer questions and complaints to the Customer Support Manager to inform process improvements.
• Scheduling & Availability: Work assigned shifts, including weekends, and provide advance notice for time‑off requests.
• Team Collaboration: Support teammates and cover gaps when service demands shift.
• Additional Duties: Perform other related tasks as assigned to support the overall success of the CTrides Program.

Essential Qualifications

• High School diploma or equivalent, plus at least 2 years of related experience (or an equivalent combination of education and experience).
• Minimum of 1 year of customer service experience via phone, email, or chat.
• Proficient in Microsoft Office or Google Workspace, with a demonstrated ability to quickly learn new systems.
• Experience using Zendesk or a similar ticketing/case management platform.
• Background in contact center operations.
• Prior experience in public transportation, transit, or public‑sector customer service is highly desirable.
• Bilingual proficiency in English and Spanish is required.
• Excellent written and verbal communication skills, with a professional, clear, and empathetic tone.
• Strong attention to detail and organizational skills.
• Ability to manage multiple concurrent customer interactions while remaining calm and professional, even with frustrated customers.
• Willingness to support teammates during peak periods.
• U.S. citizenship or lawful permanent residency; sponsorship for employment authorization is not available.

Preferred Qualifications

• Associate’s degree or higher in a related field.
• Experience with data analytics or reporting tools to track customer metrics.
• Knowledge of accessibility standards (e.g., WCAG) and inclusive communication practices.
• Familiarity with transportation planning concepts and terminology.
• Previous remote work experience in a distributed team environment.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to improve their travel experience.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable navigating changing priorities and evolving service information.
• Team Player: Collaborative attitude, ready to share knowledge and support colleagues.
• Tech Savvy: Proficiency with CRM systems, knowledge bases, and communication tools.
• Time Management: Efficiently handle high call volumes while maintaining quality.
• Empathy & Patience: Understanding of diverse customer backgrounds and the ability to remain calm under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative II, you will have the opportunity to:

• Progress to senior support roles, such as Team Lead or Customer Experience Manager, by demonstrating leadership and expertise.
• Participate in cross‑functional projects that influence product development and service design.
• Access award‑winning training programs focused on technical skills, customer experience best practices, and leadership development.
• Earn certifications in Zendesk administration, data analytics, or transportation operations.
• Engage in mentorship programs that pair you with experienced professionals across the organization.

Work Environment & Company Culture

brighthush values diversity, inclusion, and a culture of continuous improvement. Our remote‑first approach empowers employees to work from anywhere in the United States while maintaining strong collaboration through:

• Regular virtual team meetings and town halls.
• Collaborative tools such as Slack, Microsoft Teams, and Asana.
• Flexible scheduling options to accommodate personal commitments.
• A supportive environment that encourages open communication and feedback.

We celebrate achievements through recognition programs, and we foster a sense of community through virtual social events, volunteer opportunities, and wellness initiatives.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and role, brighthush offers a competitive salary package that includes:

• Health, dental, and vision insurance options.
• Life and accidental death & dismemberment coverage.
• Short‑term and long‑term disability benefits.
• Paid time off, holidays, and flexible leave policies.
• Retirement savings plan with company match.
• Employee stock purchase plan (subject to eligibility).
• Well‑being resources, including an employee assistance program.
• Professional development budget and access to industry conferences.
• Business travel insurance for occasional in‑person meetings.
• Recognition awards for outstanding performance.

All benefits are subject to eligibility and employment status. Remote work is the primary arrangement, with occasional in‑person training or team meetings as needed.

Why Join brighthush?

By becoming part of brighthush, you will:

• Play a pivotal role in enhancing the daily lives of millions of commuters.
• Work with cutting‑edge technology and data‑driven solutions.
• Collaborate with a diverse, talented team that values innovation and impact.
• Enjoy a flexible, remote work environment that supports work‑life balance.
• Benefit from continuous learning and career advancement opportunities.

How to Apply

Ready to make a difference? Submit your application through our careers portal or click the link below to apply directly. We look forward to learning how your skills and passion align with brighthush’s mission to create brighter, more connected communities.