Remote Customer Service Surge Representative – Full‑Time, San Antonio, TX – Join brighthush

About brighthush and the Human Services Technology Landscape

At brighthush, we’re more than a technology provider – we’re a catalyst for positive change in the human services sector. For over five decades, brighthush has pioneered cutting‑edge solutions that streamline complex child support operations, empower families, and support the dedicated professionals who serve them. Our mission is simple yet profound: to deliver technology that makes a real difference in people’s lives.

We operate across the United States, with a vibrant, family‑owned culture that values teamwork, dedication, and work‑life balance. Our employees are not just staff; they’re part of an extended family that celebrates innovation, integrity, and the relentless pursuit of excellence. If you’re looking for a meaningful career where your contributions matter, brighthush invites you to join us.

Position Overview

We’re seeking a Remote Customer Service Surge Representative to join our dynamic team in San Antonio, TX. This full‑time role is designed for individuals who thrive in fast‑paced, high‑impact environments and are passionate about delivering exceptional service to families and state officials during surge periods.

As a surge representative, you will handle intricate inquiries from custodial and non‑custodial parents, legal representatives, and state officials. Your responsibilities will include case research, financial assessments, clarifying legal enforcement actions, assisting with paternity and case initiation, and updating member information—all while adhering to Federal Title IV‑D regulations, state privacy laws, and brighthush’s rigorous SOPs.

Key Responsibilities

• Respond to inbound calls and chat inquiries with professionalism and empathy.
• Conduct detailed case research and execute financial assessments to support child support decisions.
• Explain legal enforcement actions such as income withholding or license suspensions to parents and stakeholders.
• Assist parents with paternity verification, case initiation, and modification status updates.
• Accurately update and document member information in the state’s system.
• Process requests for state forms and coordinate with internal teams to resolve technical issues.
• Maintain confidentiality and uphold ethical standards in all interactions.
• Collaborate with cross‑functional teams to improve service delivery and system efficiency.
• Adapt to changing priorities and work extended, flexible hours to meet surge deadlines.

Essential Qualifications

• High school diploma or equivalent.
• Minimum of two years of experience in customer service, call center technology, or a related field.
• Fluent in English, both spoken and written.
• Proficiency in data entry, including keyboard, mouse, and 10‑key pad usage.
• Experience with Microsoft Office Suite (Word, Excel) and Windows operating systems.
• Familiarity with call center platforms such as Cisco Finesse, Comm100, or Nice InContact.
• Strong attention to detail and the ability to work independently with minimal supervision.
• Excellent interpersonal skills, including tact, patience, and courtesy.
• Ability to maintain confidentiality and exercise discretion in sensitive situations.
• Strong oral and written communication skills.

Preferred Qualifications

• Knowledge of child support and state‑wide enforcement (SDU) policies and procedures.
• Experience with federal Title IV‑D regulations and state privacy laws.
• Background in a fast‑paced, high‑volume call center environment.
• Previous exposure to the human services or public sector.
• Certification or training in customer service excellence.

Skills & Competencies

• Customer‑centric mindset with a passion for problem solving.
• Adaptability to rapidly changing priorities and surge demands.
• Strong analytical and research abilities.
• Time‑management skills to meet strict deadlines.
• Team collaboration and the ability to thrive both independently and as part of a virtual team.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a surge representative, you’ll gain exposure to:

• Advanced training in child support law and enforcement.
• Cross‑functional projects that influence product development and service delivery.
• Mentorship from senior customer service leaders.
• Opportunities to transition into specialized roles such as case management, compliance, or technical support.
• Leadership development programs for high‑potential employees.

Work Environment & Culture

Our virtual workplace is designed to foster collaboration, creativity, and well‑being:

• Fully remote work from the comfort of your home.
• Structured schedule: Monday‑Friday, 8:00 am CT – 6:00 pm CT.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that treats coworkers like family and celebrates collective achievements.
• Open communication channels with leadership and peers.

Compensation & Benefits

• Competitive hourly rate of $20.00.
• Paid training and onboarding support.
• Accrual of paid time off (PTO) starting on day one.
• Health, dental, and vision benefits effective after 30 days of employment.
• 401(k) retirement plan with employer contribution after one year.
• Gym membership reimbursement to support your health and wellness.
• Equipment provided: high‑quality headset, webcam, and necessary software licenses.
• Career growth opportunities and professional development resources.

Why brighthush?

Joining brighthush means becoming part of a mission‑driven organization that values integrity, innovation, and the well‑being of its employees. You’ll work alongside dedicated professionals who are passionate about making a difference in families’ lives. Our supportive virtual environment, combined with competitive compensation and a clear path for advancement, makes brighthush an ideal place to grow your career.

Ready to Make an Impact?

If you’re a motivated, customer‑focused professional who thrives in a fast‑paced, remote setting and is ready to contribute to a meaningful cause, we want to hear from you. Bring your expertise, your empathy, and your drive to brighthush, and help us continue to transform the human services technology landscape.

Apply today and become a vital part of the brighthush family!

Equal Opportunity Employer

brighthush is an equal opportunity employer. We are a drug‑free workplace and proudly support veterans and their families. #WeHireVets #WelcomeVets