Remote Customer Support Representative – Phone, Email, Live Chat Expert – Elevate Customer Experience at brighthush

About brighthush

brighthush is a trailblazing recruitment technology company that reimagines how top talent connects with leading organizations worldwide. Founded in 2024, we blend AI-driven insights with human expertise to create a seamless, personalized hiring journey for both candidates and employers. With a vibrant team of 11–50 professionals headquartered in Los Angeles, California, brighthush is rapidly expanding its footprint and is now looking for a dedicated Remote Customer Support Representative to join our mission of transforming the recruitment experience.

Why brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. As a remote-first organization, we empower our team members to work from anywhere in the United States while enjoying the same level of support, growth, and recognition that you would find in a traditional office environment.

Key Responsibilities

As a Remote Customer Support Representative, you will be the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic assistance across multiple channels. Your day-to-day will involve:

• Managing a shared queue of customer inquiries received via phone, email, and live chat, accurately identifying the nature of each request.
• Leveraging the CRM (Pipedrive) to review prior interactions and customer data before crafting responses, ensuring every conversation starts with context.
• Creating, updating, and organizing service tickets in Oracle Service Cloud, documenting the question, actions taken, guidance provided, and next steps.
• Engaging in live chat conversations using Olark, delivering clear, concise information and confirming customer understanding.
• Handling inbound phone calls through RingCentral, verifying the request, summarizing the discussion, and recording comprehensive notes post‑call.
• Consulting approved knowledge bases to locate up‑to‑date product or service details, explaining options without making unsupported commitments.
• Asking focused follow‑up questions when information is missing, and reconnecting with customers through the appropriate channel once updates are available.
• Escalating complex, unresolved, or recurring concerns to the customer service team lead or designated internal contact, providing a concise summary and relevant interaction history.
• Collaborating with the support team to identify patterns in customer questions, inaccuracies in knowledge resources, or areas requiring further review.
• Maintaining high quality standards through accurate responses, timely turnaround, complete notes, appropriate follow‑up, and correct routing of escalated issues.

Essential Qualifications

We’re looking for candidates who bring a blend of technical aptitude, communication excellence, and a passion for customer success:

• High school diploma or equivalent (college coursework or a bachelor’s degree is a plus).
• Authorization to work in the United States.
• Demonstrated ability to understand product or service information and translate it into clear, customer‑friendly explanations.
• Experience using a CRM (e.g., Pipedrive) and a support platform (e.g., Oracle Service Cloud) after training.
• Comfort navigating live chat tools (e.g., Olark) and contact‑center phone systems (e.g., RingCentral).
• Strong listening skills, clear writing, and calm verbal interaction when responding to diverse customer inquiries.
• Excellent organizational skills, with the ability to keep detailed interaction notes, follow established response steps, and recognize when escalation is necessary.
• Prior experience assisting customers via phone, email, or online chat.

Preferred Qualifications

While not mandatory, the following experience will set you apart:

• Previous work in a high‑volume customer support environment, preferably in SaaS or tech.
• Familiarity with knowledge‑base management and content creation.
• Experience with multi‑channel support platforms and ticketing systems.
• Knowledge of recruitment technology or HR software.
• Proficiency in additional languages beyond English.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills:

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Communication: Clear, concise writing and speaking; active listening.
• Technical Proficiency: Quick adaptation to new software, CRM, and support tools.
• Problem‑Solving: Ability to diagnose issues, research solutions, and provide actionable guidance.
• Time Management: Prioritizing tasks, meeting SLAs, and handling multiple inquiries simultaneously.
• Collaboration: Working closely with teammates, product specialists, and leadership.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Support Representative, you will:

• Receive structured onboarding and ongoing training on Pipedrive, Oracle Service Cloud, Olark, and RingCentral.
• Participate in regular check‑ins with the customer service team lead to discuss learning progress, performance metrics, and support priorities.
• Build deep product knowledge, enabling you to become a subject matter expert and potential future mentor.
• Develop escalation routing skills, positioning you for roles in support management or product support engineering.
• Access to internal workshops, webinars, and industry conferences to broaden your skill set.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Even though we operate remotely, we maintain:

• Weekly virtual team huddles to share wins, challenges, and ideas.
• Open channels for feedback and suggestions, ensuring every voice is heard.
• A collaborative workspace where cross‑functional teams (product, engineering, marketing) regularly interact.
• Recognition programs that celebrate milestones, customer success stories, and personal achievements.

Compensation & Benefits

We offer a competitive salary that reflects your experience and the value you bring to our customers. In addition to base pay, you will enjoy:

• Health, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• 401(k) retirement plan with company match.
• Maternity and paternity leave.
• Monthly stipends for home office setup and internet.
• Performance‑based bonuses and incentive programs.
• Continuous learning stipend for courses, certifications, or conferences.

How to Apply

If you’re passionate about delivering outstanding customer experiences and want to grow with a forward‑thinking tech company, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.