Remote Customer Support Representative – Partner Success & Product Advocacy for brighthush – US Full‑Time, High‑Impact Role

About brighthush

brighthush is a trailblazing technology company that is redefining how fitness and wellness businesses operate. Founded in 2020, we have built a powerful, cloud‑based operating system that unifies scheduling, payments, memberships, marketing, and client management into a single, intuitive platform. Our mission is to empower studios, gyms, and wellness centers to focus on what they do best—delivering transformative experiences—while we handle the operational backbone.

With a vibrant community of 51‑200 employees spread across the United States, brighthush is rapidly scaling. We are headquartered in New York City, but our culture is truly remote‑first, allowing talented professionals from anywhere in the U.S. to join our team and make an impact from the comfort of their own homes.

At brighthush, we believe that exceptional customer support is the cornerstone of a thriving ecosystem. Our partners rely on us to keep their businesses running smoothly, and we are committed to delivering a partner experience that is as seamless and empowering as our platform itself.

Why This Role Matters

As a Remote Customer Support Representative, you will be the frontline advocate for our partners. You will own every interaction—from the first chat message to the final email confirmation—ensuring that each partner feels heard, supported, and confident in their use of brighthush. Your work will directly influence partner satisfaction, product adoption, and the overall success of the brighthush ecosystem.

Key Responsibilities

• End‑to‑End Partner Support – Manage all partner inquiries across chat, email, and scheduled Zoom calls. Build trust, rapport, and partnership while delivering solutions that exceed expectations.
• Shift Accountability – Be present during your scheduled hours, maintaining a steady pace and staying engaged with the support queue. Partners count on you to be available when they need help.
• First‑Time Resolution Champion – Own the entire problem‑solving process. Dive deep into issues, confirm fixes, and close the loop so partners never have to repeat the same request.
• Strategic Collaboration – Work closely with Product, Engineering, Onboarding, and Migrations teams to unblock partners on complex issues that lack a ready playbook. Think creatively, pivot quickly, and thrive in ambiguity.
• Unlock Full Platform Potential – Translate partner needs into customized solutions that fit their unique business models. Turn partners into enthusiastic advocates through expertise, empathy, and follow‑through.
• Continuous Learning & Voice Consistency – Stay up to date with new features, leverage AI‑assisted tools for research and drafting, and maintain the brighthush voice in every response.
• Internal Advocacy – Gather partner insights and industry feedback to inform product enhancements, engineering priorities, and CX leadership decisions, reducing repeat contacts and improving overall experience.

Essential Qualifications

• 1–2 years of experience in customer support, contact center, or customer‑facing operations, ideally in a high‑volume environment with published SLA and CSAT targets.
• Exceptional written communication skills—able to explain complex concepts clearly, warmly, and concisely in chat and email.
• Proven ability to juggle inbound chats, scheduled calls, and email inquiries while prioritizing multiple high‑priority resolutions.
• Strong judgment and on‑the‑spot problem‑solving skills, always keeping the partner experience at the forefront.
• Track record of identifying process improvement opportunities that elevate partner satisfaction.
• Team player mentality—collaborate effectively across cross‑functional teams to achieve shared goals.
• Organized, self‑sufficient, and a proactive go‑getter who consistently goes above and beyond expectations.
• Experience working in a wellness or fitness business (yoga, Pilates, bootcamp, etc.) and familiarity with industry software such as MBO, Arketa, or equivalent.
• Proficiency with Intercom, Slack, Notion, and Google Suite; quick to learn new tools if needed.
• Comfort using AI‑assisted tools to accelerate research and drafting.
• Four‑year post‑secondary education or a bachelor’s degree.

Preferred Qualifications

• Background in SaaS customer support or technical troubleshooting.
• Experience with data analytics tools (e.g., Google Analytics, Mixpanel) to track support metrics.
• Knowledge of the broader fitness technology landscape and emerging trends.
• Fluency in additional languages to support a diverse partner base.

Skills & Competencies for Success

• Communication Excellence – Articulate ideas clearly, adapt tone to partner needs, and maintain professionalism across all channels.
• Problem‑Solving Mindset – Approach challenges with curiosity, break down complex issues, and devise actionable solutions.
• Time Management & Prioritization – Balance multiple tasks, meet SLA targets, and deliver high‑quality support under pressure.
• Collaboration & Influence – Work seamlessly with Product, Engineering, and other stakeholders to drive partner success.
• Adaptability & Continuous Learning – Embrace new features, tools, and processes, and share knowledge with teammates.
• Customer‑Centric Focus – Put partners at the center of every decision, ensuring a delightful experience that fosters loyalty.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured mentorship programs with senior leaders in Product, Engineering, and Customer Success.
• Regular training sessions on new platform features, industry best practices, and customer‑support excellence.
• Opportunities to transition into specialized roles such as Product Support Engineer, Customer Success Manager, or even Product Management, depending on your interests and performance.
• Participation in cross‑functional projects that influence product roadmap and partner experience.
• Annual performance reviews that align your career goals with company objectives, ensuring clear pathways for advancement.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the United States, as long as you have a reliable internet connection. We foster a collaborative, inclusive, and high‑energy environment where every voice matters. Key cultural pillars include:

• Transparency – Open communication across all levels, from leadership to new hires.
• Innovation – Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Empathy – A deep commitment to understanding partner pain points and delivering solutions that truly help.
• Work‑Life Balance – Unlimited PTO, flexible scheduling, and a focus on results rather than hours.
• Community – Regular virtual team events, wellness challenges, and peer‑learning sessions.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive compensation package that includes:

• Base salary commensurate with market standards for remote customer support roles.
• Stock options that allow you to share in brighthush’s growth and success.
• Comprehensive medical, vision, and dental insurance for U.S. employees.
• Unlimited paid time off (PTO) to support work‑life balance.
• Wellness reimbursement to encourage healthy habits and self‑care.
• Opportunities for career advancement and ownership within the company.
• Access to cutting‑edge AI tools and internal resources that streamline your workflow.

How to Apply

If you are passionate about delivering world‑class support, thrive in a fast‑paced environment, and want to help shape the future of fitness technology, we want to hear from you. Submit your application through our career portal and include a brief cover letter outlining why you would be a great fit for the brighthush team.

Join brighthush today and become a pivotal part of a company that is transforming the way wellness businesses operate—one partner at a time.