Remote Customer Service Specialist – Multi‑Channel Support & Ticket Management – brighthush

About brighthush

At brighthush, we’re on a mission to transform the way customers experience support. Founded in 2024, brighthush has quickly become a trailblazer in the customer service industry, delivering world‑class service solutions to a diverse portfolio of clients across technology, finance, and consumer goods. With a culture that values curiosity, collaboration, and continuous learning, we empower our team members to grow both personally and professionally while working from the comfort of their own homes.

Why Join brighthush?

Working at brighthush means you’ll be part of a dynamic, fast‑moving environment where your voice matters. We invest heavily in your development through structured onboarding, ongoing training, and mentorship from seasoned leaders. Whether you’re a seasoned customer service professional or just starting out, you’ll find a supportive community that celebrates innovation, embraces diversity, and rewards excellence.

Role Overview

As a Remote Customer Service Specialist at brighthush, you will be the frontline advocate for our customers, ensuring every interaction is handled with professionalism, empathy, and efficiency. Your primary focus will be to respond to inquiries via phone, email, live chat, and ticketing systems, resolve issues, and maintain meticulous records of every interaction. You’ll collaborate closely with the support team, the customer service team lead, and cross‑functional stakeholders to deliver a seamless experience that reflects brighthush’s commitment to quality and customer satisfaction.

Key Responsibilities

• Monitor and triage incoming customer inquiries across multiple channels—phone, email, live chat, and support ticket queues—identifying the nature of the request and determining the appropriate next steps.
• Verify customer identity and context using Microsoft Dynamics 365, ensuring all data is accurate before providing guidance or updating interaction records.
• Explain product and service information clearly, leveraging approved reference materials and tailoring explanations to the customer’s specific question or concern.
• Create, update, and organize service tickets in Salesforce Service Cloud, maintaining a clear interaction history for the support team.
• Handle phone conversations through Genesys, recording concise notes and agreed next actions after each interaction.
• Respond to real‑time customer messages via Zendesk Live Chat, maintaining a professional tone and confirming understanding before closing the conversation.
• Follow up on open tickets when additional information, clarification, or a customer response is needed to move the matter forward.
• Escalate complex, recurring, or unresolved customer concerns to the customer service team lead and appropriate internal support contacts, providing complete notes and context.
• Coordinate with support team colleagues to share updates, confirm ownership of next steps, and provide consistent information across communication channels.
• Meet quality expectations measured through accuracy, turnaround time, complete notes, and timely follow‑up on assigned customer interactions.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Strong verbal and written communication skills, with the ability to explain complex information in a clear, concise manner.
• Experience handling customer inquiries and resolving issues in a professional, courteous manner.
• Proficiency in using CRM systems (Microsoft Dynamics 365) and ticketing platforms (Salesforce Service Cloud).
• Ability to remain composed under pressure, use sound judgment, and seek guidance when escalation is required.
• Excellent organizational skills, with the ability to prioritize tasks, track follow‑ups, and maintain accurate interaction histories across multiple channels.
• Authorization to work in the United States.

Preferred Qualifications

• 1–2 years of related customer service experience, preferably in a tech‑focused environment.
• Familiarity with contact‑center phone systems such as Genesys and live‑chat platforms like Zendesk.
• Experience with ticketing workflows, queue management, and service quality metrics.
• Knowledge of product or service information relevant to brighthush’s client portfolio.
• Demonstrated ability to learn new systems quickly and adapt to evolving processes.

Skills & Competencies

• Customer‑centric mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical thinking: Ability to assess information, identify patterns, and propose effective solutions.
• Collaboration: Comfortable working with cross‑functional teams and sharing insights to improve processes.
• Time management: Skilled at juggling multiple priorities while meeting deadlines and quality standards.
• Tech proficiency: Comfortable navigating multiple software platforms, including CRM, ticketing, and communication tools.
• Adaptability: Thrive in a fast‑paced, evolving environment and embrace change as a catalyst for growth.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Specialist, you’ll have the chance to:

• Advance into senior support roles, such as Team Lead or Customer Success Manager.
• Participate in cross‑departmental projects, gaining exposure to product development, marketing, and sales.
• Access a robust learning platform that offers courses on advanced CRM usage, conflict resolution, and data analytics.
• Earn certifications in Salesforce Service Cloud, Microsoft Dynamics 365, and Genesys, enhancing your professional credentials.
• Attend quarterly innovation workshops where you can propose new ideas and influence product roadmap decisions.

Work Environment & Culture

brighthush is a fully remote organization, which means you can work from anywhere in the United States. We provide:

• Home‑office stipend to set up a productive workspace.
• Regular virtual team‑building events and informal coffee chats to foster camaraderie.
• Flexible scheduling that respects work‑life balance while ensuring coverage across time zones.
• A culture of transparency, where leadership shares company goals, challenges, and successes openly.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Health, dental, and vision insurance for you and your dependents.
• Paid time off (vacation, sick leave, and personal days).
• 401(k) retirement plan with company match.
• Performance‑based bonuses and incentive programs.
• Professional development stipend for courses, certifications, and conferences.
• Annual stipend for home‑office equipment upgrades.

How to Apply

Ready to bring your customer‑service expertise to a forward‑thinking, remote‑first organization? Click the link below to submit your application and join the brighthush team. We’re excited to learn how you can help us elevate the customer experience to new heights.