Remote Customer Support Specialist – Housing Services & Maintenance Coordination (Flexible Weekday & Weekend Shifts, Fully Remote)

Welcome to brighthush – Where Service Meets Innovation

At brighthush, we are redefining the way people experience housing support across the United States. Our mission is to provide seamless, compassionate, and efficient assistance to renters, homeowners, and property managers alike. As a leader in the housing‑services industry, brighthush blends cutting‑edge technology with a human‑first approach, ensuring every interaction leaves a lasting positive impression. If you thrive in a fast‑paced, remote environment and love turning challenges into solutions, you’ve found your next career home.

Why This Role Matters

Our Remote Customer Support Specialists are the front‑line ambassadors of brighthush. You will be the trusted voice that guides customers through maintenance requests, housing searches, and open‑line inquiries. By delivering accurate information and empathetic assistance, you help keep families safe, comfortable, and confident in their living situations. This is more than a job—it’s an opportunity to make a tangible difference in people’s daily lives while growing your own professional skill set.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will:

• Engage with customers across multiple channels (phone, chat, email) to address maintenance requests, housing locator services, and general support inquiries.
• Listen actively to understand each caller’s unique situation, ask probing questions, and confirm details to ensure accurate problem identification.
• Provide clear, professional guidance on next steps, timelines, and resources, always adhering to brighthush’s tone of voice and service standards.
• Document interactions meticulously in our CRM, capturing essential data, case numbers, and follow‑up actions.
• Route and escalate tickets according to established workflows, ensuring urgent matters receive priority attention.
• Maintain up‑to‑date knowledge of brighthush’s housing platforms, maintenance partner networks, and policy changes.
• Balance multiple inquiry types while preserving attention to detail and service quality.
• Adhere to scheduled shifts, demonstrating punctuality, consistent attendance, and reliability throughout each workday.
• Collaborate remotely with cross‑functional teams—operations, tech support, and account managers—to resolve complex issues.

Essential Qualifications

• Fluent written and spoken English with a professional, courteous communication style.
• Proven experience in customer service, call‑center environments, housing support, or maintenance coordination (2+ years preferred).
• Strong listening, problem‑solving, and conflict‑resolution abilities.
• Demonstrated capacity to follow detailed procedures, document information accurately, and know when to escalate.
• Excellent organizational skills and the ability to manage several tasks simultaneously without sacrificing quality.
• Self‑motivation and independence required for a fully remote role, including a disciplined work ethic and reliable internet connectivity.
• Commitment to a fixed schedule and the flexibility to work any of the listed shift patterns.

Preferred Qualifications & Experience

• Background in real‑estate, property management, or housing‑services industries.
• Experience handling maintenance request platforms or property‑search tools.
• Familiarity with Microsoft Teams, Office 365, and CRM systems.
• Previous remote work experience with a proven track record of meeting performance metrics.
• Certification or training in customer‑experience best practices (e.g., COPC, ITIL).

Technical Requirements (Non‑Negotiable)

To ensure a smooth remote experience, candidates must provide their own equipment that meets the following minimum specifications:

• Windows 11 PC (Mac not supported for this role).
• Processor: Intel i5 or higher.
• Memory: Minimum 16 GB RAM.
• Dual monitors for multitasking efficiency.
• Webcam and wired USB headset for clear audio/video communication.
• Fiber internet with a wired Ethernet connection (minimum 25 Mbps download, 10 Mbps upload).
• Backup power solution (UPS) to prevent interruptions during critical calls.
• Installed Microsoft Teams and Office 365 suite for internal collaboration.

Applicants whose equipment does not meet these standards may not advance in the hiring process.

Work Schedule & Shift Availability

brighthush offers six distinct shift patterns to accommodate a variety of lifestyles. All shifts operate between 6:00 AM and 10:00 PM MST. Each schedule includes two consecutive days off, as outlined below:

• 6:00 AM – 3:00 PM: Saturday – Wednesday
• 10:00 AM – 7:00 PM: Monday – Friday
• 1:00 PM – 10:00 PM: Monday – Friday
• 1:00 PM – 10:00 PM: Saturday – Wednesday
• 1:00 PM – 10:00 PM: Thursday – Monday

Shift assignments will be based on business needs, and you must be prepared to commit to the designated hours and days for the duration of your employment.

Compensation, Perks & Benefits

• Hourly Rate: $5.50 USD per hour, paid weekly in arrears.
• Employment Type: Independent Contractor – you will enjoy the flexibility of self‑employment while partnering with brighthush.
• Professional Development: Access to online training modules, webinars, and mentorship programs to sharpen your customer‑service and housing‑industry expertise.
• Technology Stipend: Eligible contractors may receive a one‑time equipment allowance to meet the technical requirements.
• Performance Incentives: Quarterly bonuses based on quality scores, attendance, and customer satisfaction metrics.
• Community & Support: Inclusion in brighthush’s virtual employee resource groups, regular virtual coffee chats, and a dedicated support line for contractors.

Hiring Process – Transparent & Fair

brighthush is committed to an equitable hiring journey. All candidates will move through the following stages:

1. Resume Review – Our talent acquisition team screens for core qualifications.
2. Pre‑Screen Questionnaire – A short form to verify eligibility and shift preferences.
3. One‑Way Video Interview – Record responses to a set of role‑specific questions.
4. Live Pre‑Screen Interview – A brief video call with a hiring manager.
5. Live Interviews – In‑depth conversations with team leads and operations managers.
6. Background Check – Required for candidates who advance to the final offer stage.

All communications will be conducted in English, and all submitted resumes must be in English as well.

About brighthush – Culture & Values

At brighthush, we believe that great service starts with great people. Our core values shape everything we do:

• Customer‑Centricity: Every decision is made with the customer’s best interest in mind.
• Integrity: We act with honesty, transparency, and accountability.
• Collaboration: Remote doesn’t mean isolated; we foster teamwork through daily huddles, shared knowledge bases, and virtual social events.
• Innovation: Continuous improvement is encouraged; we welcome ideas that streamline processes or enhance the customer experience.
• Growth Mindset: Employees and contractors alike are supported in pursuing certifications, new skills, and career advancement.

Our remote‑first environment is built on trust. You’ll have the autonomy to manage your day, while still receiving the guidance and resources needed to succeed.

Career Path & Advancement Opportunities

Starting as a Remote Customer Support Specialist opens doors to several internal pathways within brighthush:

• Senior Support Specialist – Lead complex cases, mentor new hires, and influence workflow improvements.
• Team Lead / Supervisor – Oversee a group of specialists, manage performance metrics, and coordinate shift coverage.
• Operations Analyst – Dive into data, identify trends, and recommend process enhancements.
• Product Trainer – Develop and deliver training content for new tools and service updates.
• Account Management – Transition to client‑facing roles, building relationships with property management partners.

Our internal mobility program encourages you to explore these tracks, with regular career‑development check‑ins and tuition reimbursement for relevant certifications.

Ready to Join brighthush?

If you are a reliable, detail‑oriented communicator who thrives in a remote setting and wants to make a meaningful impact on the housing experience of thousands of Americans, we want to hear from you. Apply today, complete the hiring steps, and embark on a rewarding journey with brighthush.