Remote Customer Support Specialist II – Elevate Service Excellence, Technical Troubleshooting, and Customer Advocacy in a Global Home‑Appliance Innovation Hub

About brighthush

brighthush stands at the forefront of the home‑appliance industry, blending cutting‑edge engineering with a relentless focus on customer experience. Since 1967, we have transformed everyday living through smart, sustainable, and intuitive products that empower families worldwide. Our global footprint spans continents, yet our core values—innovation, integrity, and inclusivity—remain firmly rooted in every interaction. At brighthush, we believe that technology should simplify life, not complicate it, and that every customer deserves a seamless, personalized journey from the first click to the final service call.

Why Join brighthush?

As a remote‑first organization, brighthush offers a dynamic, flexible work environment that empowers you to thrive wherever you are. We celebrate creativity, champion continuous learning, and foster a culture where diverse voices shape the future of home‑appliance technology. Whether you are a seasoned support professional or just launching your career, brighthush provides the mentorship, resources, and growth pathways to help you excel.

Key Responsibilities

In this role, you will be the frontline champion for our customers, ensuring every interaction reflects our commitment to quality, empathy, and efficiency. Your day‑to‑day tasks will include:

• Customer Advocacy: Act as the primary voice for brighthush customers, turning every call or email into an opportunity to build trust and loyalty.
• High‑Volume Call Management: Handle an average of eight inbound calls per hour, delivering accurate, courteous, and timely solutions.
• Service Scheduling & Parts Ordering: Use brighthush’s proprietary software to schedule service appointments, order replacement parts, and coordinate logistics with precision.
• Issue Resolution: Resolve complex customer complaints and inquiries, striving for first‑contact resolution whenever possible.
• Script & Process Adherence: Follow established scripts, Q&A sheets, and communication guidelines to maintain consistency and compliance.
• CRM Documentation: Log all customer interactions in the CRM, ensuring data integrity and accessibility for future reference.
• Email Support: Respond to inbound emails from brighthush brand inboxes, targeting a minimum of seven responses per hour.
• Continuous Improvement: Apply coaching insights and performance metrics to refine your approach and elevate service standards.
• Team Collaboration: Work closely with supervisors, technical teams, and cross‑functional partners to resolve escalated issues and share best practices.
• Additional Duties: Perform any other responsibilities as directed by your supervisor to support overall team objectives.

Essential Qualifications

• 0–2 years of experience in an office or call‑center environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with Microsoft Windows, Office Suite (Outlook, Word), and web browsers.
• Typing speed of at least 45 words per minute.
• Excellent analytical, troubleshooting, and problem‑solving abilities.
• Demonstrated time‑management and multitasking skills in a fast‑paced setting.
• Strong organizational and team‑collaboration mindset.
• Ability to adhere to company processes, policies, and standards.
• Associate degree preferred; a bachelor’s degree is a plus.
• Experience with customer‑relationship management (CRM) systems is advantageous.

Preferred Qualifications

• Prior exposure to technical support or customer service roles within the appliance or consumer‑electronics industry.
• Familiarity with brighthush software and information networks (training provided).
• Experience with call‑center metrics and performance dashboards.
• Knowledge of basic appliance troubleshooting and repair concepts.
• Proactive learning attitude and a willingness to embrace new technologies.

Key Skills & Competencies

• Customer‑Centric Mindset: Passionate about delivering exceptional service and building lasting relationships.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Comfortable navigating software tools, troubleshooting issues, and learning new systems quickly.
• Analytical Thinking: Ability to diagnose problems, identify root causes, and propose effective solutions.
• Adaptability: Thrive in a dynamic environment, handling shifting priorities with composure.
• Team Player: Collaborate effectively with colleagues, supervisors, and cross‑functional teams.
• Process Orientation: Follow procedures, maintain documentation accuracy, and uphold quality standards.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Specialist II, you’ll have the chance to:

• Progress to senior support roles, such as Team Lead or Customer Experience Manager.
• Transition into technical support, product management, or quality assurance teams.
• Participate in continuous learning programs, including product training, soft‑skill workshops, and leadership development.
• Earn certifications in customer service excellence, CRM proficiency, and appliance technology.
• Engage in cross‑functional projects that broaden your skill set and visibility within the organization.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the USA while staying connected to a vibrant, collaborative community. We prioritize:

• Inclusive teamwork that values diverse perspectives.
• Transparent communication channels and regular feedback loops.
• Work‑life balance through flexible scheduling and generous leave policies.
• A culture of recognition, celebrating achievements and milestones.
• Commitment to sustainability, with initiatives that reduce environmental impact.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Competitive Base Salary: Market‑aligned pay with performance‑based incentives.
• Annual Bonus: Target incentive of 1% of base salary.
• Health & Wellness: Medical, dental, vision, life insurance, short‑ and long‑term disability, and an Employee Assistance Program (EAP).
• Financial Wellness: 401(k) plan with a 100% employer match on the first 4% of contributions.
• Profit Sharing: Annual employer‑funded profit sharing tied to company performance.
• Paid Time Off: 2 weeks of paid vacation for new hires below Director level, with incremental increases based on tenure; unlimited paid vacation for Director and above.
• Leave & Holidays: Paid sick leave (minimum 40 hours), personal leave, and 12 paid holidays per year.
• Family & Lifestyle: Employee, friends, and family discount program for brighthush products.
• Professional Development: Ongoing product training, access to a company tablet, cell phone, and, for eligible positions, a company vehicle.
• Wellness Programs: Participation in company‑sponsored wellness initiatives with potential premium reductions.

How to Apply

Ready to elevate your customer support career with a global leader in home‑appliance innovation? Submit your application today and join brighthush, where your expertise will shape the future of customer experience and help families worldwide enjoy smarter, more sustainable living.