Remote Customer Support Representative – Client Success & Service Excellence – Brighthush

About Brighthush

Brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional support experiences across a diverse portfolio of services. Founded in 2025, we have quickly grown into a dynamic team of 11‑50 professionals who are passionate about solving problems, building lasting relationships, and continuously improving the way we help our clients. Our remote‑first culture empowers every team member to work from anywhere in the United States while staying connected through cutting‑edge collaboration tools, regular virtual town halls, and a shared commitment to excellence.

Why Brighthush?

At Brighthush, we believe that great customer support is the cornerstone of any successful business. We invest in our people, our processes, and our technology to create an environment where you can grow, learn, and make a real impact. Whether you’re a seasoned support professional or just starting your career, you’ll find:

• Opportunities to work with a high‑profile client base that spans multiple industries.
• A culture that values transparency, empathy, and continuous improvement.
• Access to industry‑leading training programs, certifications, and mentorship.
• A flexible, fully remote work model that supports work‑life balance.

Key Responsibilities

As a Remote Customer Support Representative at Brighthush, you will be the frontline advocate for our clients, ensuring their questions are answered promptly and their concerns are resolved efficiently. Your day‑to‑day tasks will include:

• Customer Interaction Management: Handle multiple active support tickets across approved channels (email, chat, phone, and social media) while maintaining a high level of professionalism and empathy.
• Documentation Excellence: Record detailed, accurate notes for every interaction, including troubleshooting steps, resolutions, and follow‑up actions, using our advanced ticketing system.
• Process Improvement: Identify recurring questions or pain points, and collaborate with the Knowledge Management team to develop clearer, more accessible help resources.
• Quality Assurance: Meet or exceed agreed service level agreements (SLAs) and quality metrics, ensuring that every customer receives timely, accurate, and courteous support.
• Proactive Communication: Keep customers informed about next steps, expected resolution times, and any updates on their cases.
• Issue Escalation: Recognize when a case requires additional expertise, and seamlessly hand off or collaborate with specialized teams to ensure swift resolution.
• Follow‑Up & Closure: Ensure all unresolved matters are tracked to completion, updating case status accurately and confirming satisfaction with the customer before closing.

Essential Qualifications

To thrive in this role, you should bring the following:

• Minimum of 2 years of customer support or help‑desk experience, preferably in a remote environment.
• Strong written and verbal communication skills, with the ability to explain complex concepts in a clear, concise manner.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, or similar) and CRM platforms.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain high accuracy under pressure.
• Commitment to data privacy and a solid understanding of personal data protection best practices.
• Patience, active listening, and a genuine customer‑first mindset.

Preferred Qualifications

While not mandatory, the following will give you a competitive edge:

• Experience in a B2B or SaaS support environment.
• Knowledge of ITIL or other service‑management frameworks.
• Multilingual capabilities, especially in Spanish or French.
• Familiarity with remote collaboration tools such as Slack, Teams, or Zoom.
• Previous involvement in process improvement or knowledge‑base projects.

Core Competencies & Skills

Success at Brighthush requires a blend of technical, interpersonal, and analytical skills:

• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Empathy & Emotional Intelligence: Ability to understand and respond to customer emotions, building trust and rapport.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Time Management: Efficiently prioritize tasks and manage time in a fast‑paced, remote setting.
• Collaboration: Work seamlessly with cross‑functional teams, including product, engineering, and sales.
• Continuous Learning: Eagerness to stay updated on industry trends, product updates, and new support tools.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent and providing clear pathways for advancement. As a Customer Support Representative, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular performance reviews and personalized development plans.
• Internal certification tracks in customer success, product knowledge, and advanced support techniques.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Knowledge Base Specialist.
• Cross‑departmental projects that expose you to product development, marketing, and sales functions.

Work Environment & Culture

At Brighthush, we celebrate diversity, inclusion, and innovation. Our remote culture is built on:

• Flexible scheduling that respects your personal commitments and promotes work‑life harmony.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A transparent communication style, with open channels for feedback and ideas.
• Commitment to mental health, offering resources such as counseling services and mindfulness sessions.
• Recognition programs that celebrate achievements, milestones, and team contributions.

Compensation & Benefits

While specific figures may vary based on experience and location, Brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and flexible holidays.
• Professional development stipend for courses, certifications, and conferences.
• Technology stipend to support your home‑office setup.
• Employee assistance program (EAP) and wellness benefits.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a remote setting, and want to grow your career with a forward‑thinking organization, we would love to hear from you. Submit your application through our career portal or send your resume and cover letter to [email protected]. We look forward to exploring how your skills and values align with Brighthush’s mission to create brighter, more connected customer journeys.