Remote Customer Service Specialist – Global Fitness Equipment Support, Client Success & Customer Experience Champion at brighthush

About brighthush

brighthush is a trailblazing leader in high‑performance fitness equipment, delivering cutting‑edge solutions to gyms, studios, and training facilities around the world. Our mission is simple yet powerful: to empower fitness professionals and their clients to reach peak performance through innovative products, unparalleled service, and a culture of continuous improvement. With a 100 % Performance Guarantee, we stand behind every piece of equipment we ship, ensuring that our customers experience the highest level of quality and reliability.

Operating as a fully remote, distributed team, brighthush embraces flexibility, collaboration, and a commitment to work‑life balance. We believe that great ideas can come from anywhere, and that a supportive, inclusive environment fuels both personal and professional growth. If you are passionate about customer success, thrive in a fast‑moving industry, and want to make a tangible impact on the health and wellness of people worldwide, we want to hear from you.

Key Responsibilities

• Customer Interaction Excellence: Serve as the primary point of contact for customers via phone, email, and live chat, delivering timely, accurate, and friendly support that reflects brighthush’s brand values.
• Order & Shipping Support: Assist clients with order status, shipping inquiries, delivery schedules, and product availability, ensuring a seamless purchasing experience.
• Product Knowledge & Troubleshooting: Maintain deep understanding of our equipment lines, accessories, and service policies to resolve technical or usage questions with confidence.
• Issue Escalation & Collaboration: Identify, document, and coordinate resolution of complex issues with fulfillment, sales, and service teams, ensuring a smooth customer journey from inquiry to post‑sale support.
• CRM Management: Log all interactions, follow‑ups, and outcomes in our CRM system, maintaining data integrity and generating actionable insights for continuous improvement.
• Proactive Follow‑Up: Reach out to customers after service interactions to confirm satisfaction, gather feedback, and identify upsell opportunities that align with their fitness goals.
• Continuous Learning: Stay current on new product releases, industry trends, and best practices in customer service and fitness equipment, sharing knowledge with the team.
• Team Collaboration: Participate in regular team meetings, knowledge‑sharing sessions, and process improvement initiatives, contributing ideas that enhance the overall customer experience.

Essential Qualifications

• Minimum of 1 year of experience in a customer service, support, or client‑facing role.
• Excellent verbal and written communication skills, with a professional yet approachable tone.
• Strong problem‑solving abilities and the capacity to think critically under pressure.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot, Zendesk) or similar support tools.
• High level of organization and the ability to manage multiple priorities simultaneously.
• Positive, solution‑oriented attitude and genuine enthusiasm for helping others.
• Basic understanding of fitness equipment or a passion for the fitness industry is a plus.

Preferred Qualifications

• Experience in the fitness, health, or wellness sector.
• Knowledge of gym equipment maintenance, installation, or troubleshooting.
• Familiarity with e‑commerce order management systems.
• Previous remote work experience in a distributed team environment.
• Multilingual capabilities to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset: Always put the customer first, anticipating needs and exceeding expectations.
• Communication Mastery: Convey complex information clearly and concisely across multiple channels.
• Technical Aptitude: Quickly learn new software, troubleshoot equipment issues, and adapt to evolving tools.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.
• Collaboration & Teamwork: Work effectively with cross‑functional teams, sharing insights and driving collective success.
• Adaptability: Thrive in a fast‑moving environment, embracing change and continuous improvement.

Career Growth & Learning

At brighthush, we view professional development as a shared responsibility. As a Remote Customer Service Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and advanced customer service techniques.
• Opportunities to cross‑train in sales, fulfillment, or technical support, broadening your skill set and career options.
• Clear career pathways to roles such as Senior Customer Success Manager, Account Manager, or Product Support Lead.
• Annual performance reviews that recognize achievements and outline actionable growth plans.

Work Environment & Culture

brighthush is built on a foundation of trust, autonomy, and collaboration. Our remote team enjoys:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team gatherings, including happy hours, game nights, and wellness challenges.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Access to a digital knowledge base, internal wikis, and collaborative tools that keep everyone connected.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

We offer a competitive hourly rate that reflects your experience and expertise. In addition to base pay, you’ll receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Professional development stipend for courses, certifications, or conferences.
• Wellness benefits, including gym membership discounts and mental health resources.
• Equity or stock‑option opportunities for long‑term employees.

How to Apply

Ready to help gyms and studios worldwide achieve their fitness goals? Join brighthush as a Remote Customer Service Specialist and become part of a team that values innovation, customer success, and personal growth. Click the link below to submit your application and start your journey with us.