Remote Customer Support Specialist – Order Management & Client Relations – Brighthush

About Brighthush

Brighthush is a forward‑thinking legal services firm that has been empowering businesses and individuals with reliable compliance solutions since 1974. With a vibrant team of 201‑500 professionals headquartered in Seattle, Washington, we blend deep industry expertise with cutting‑edge technology to deliver seamless, client‑centric services. Our mission is to simplify complex legal processes, reduce risk, and create lasting value for our partners. As a remote‑first organization, we champion flexibility, diversity, and continuous learning, ensuring every team member can thrive from anywhere in the United States.

Why Join Brighthush?

At Brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and innovation. We invest heavily in professional development, offering mentorship programs, cross‑functional training, and access to industry conferences. Our remote work model means you can balance your career with your personal life while staying connected to a high‑performing, supportive community. Plus, we provide a competitive benefits package that includes comprehensive health coverage, retirement plans, generous paid time off, and unique perks such as pet insurance and flexible spending accounts.

Position Overview

We are seeking a proactive, customer‑centric Remote Customer Support Specialist to join our dynamic support team. In this role, you will be the first point of contact for clients navigating our order management system, resolving inquiries, and ensuring a flawless experience from order placement to final delivery. Your expertise will help maintain our reputation for excellence and drive customer satisfaction across multiple channels.

Key Responsibilities

• Ticket Management: Respond to and resolve customer support tickets via email, chat, and phone, addressing order status, billing questions, and procedural clarifications.
• High‑Volume Call Handling: Manage a steady stream of inbound calls, guiding new customers through online ordering processes and assisting existing clients with order modifications or cancellations.
• Cross‑Functional Coordination: Liaise with process servers, internal departments, and field teams to ensure timely completion of order‑related tasks and accurate information flow.
• Documentation & Knowledge Base: Log all interactions and issues in Confluence, updating FAQs and troubleshooting guides to improve team efficiency and customer self‑service.
• Legal Research Support: Access court dockets and retrieve filed documents when required, providing accurate information to clients and internal stakeholders.
• Process Improvement: Identify recurring pain points, propose workflow enhancements, and implement new procedures to elevate service quality and operational efficiency.
• Ad Hoc Projects: Participate in special initiatives such as system migrations, data clean‑ups, or customer outreach campaigns as directed by leadership.

Essential Qualifications

• High school diploma or GED (Bachelor’s degree preferred).
• 1–3 years of customer support or call center experience, preferably in a legal or compliance environment.
• Proficiency in document manipulation, including PDF editing and data extraction.
• Excellent written and verbal communication skills in English.
• Strong analytical mindset: ability to transcribe information, review orders, investigate issues, and implement effective solutions.
• High attention to detail and the ability to perform repetitive tasks with accuracy.
• Resilience under pressure: maintain high quality work during peak periods or stressful situations.
• Proactive problem‑solving: anticipate potential issues and devise preventive measures.
• Typing speed of at least 55 words per minute.
• Proficiency with Microsoft Office Suite (Outlook, Excel, Word), PDF editors, and VoIP phone systems.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce or Zendesk.
• Knowledge of legal terminology and court filing procedures.
• Familiarity with remote collaboration tools (Slack, Teams, Zoom).
• Previous experience in a remote or distributed team environment.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Core Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and building lasting client relationships.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem Solving: Ability to diagnose root causes quickly and propose actionable solutions.
• Adaptability: Thrive in a fast‑changing environment and adjust priorities as needed.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and best practices.
• Time Management: Prioritize tasks, meet deadlines, and manage a high volume of inquiries efficiently.

Career Growth & Learning Opportunities

At Brighthush, your career path is designed to evolve with your ambitions. As a Customer Support Specialist, you will have the chance to:

• Advance to a Senior Support Analyst or Team Lead role, overseeing a group of specialists and shaping support strategy.
• Transition into product management or compliance advisory, leveraging your deep understanding of client needs.
• Participate in leadership development programs, earning certifications in customer experience, project management, or legal technology.
• Engage in cross‑departmental projects, gaining exposure to legal research, process automation, and data analytics.

Work Environment & Culture

Brighthush’s remote culture is built on trust, transparency, and continuous improvement. You’ll enjoy:

• Flexible work hours that accommodate your personal schedule.
• Regular virtual team huddles, town‑hall meetings, and informal coffee chats.
• A culture of recognition: peer shout‑outs, quarterly awards, and milestone celebrations.
• Access to an online learning portal with courses ranging from legal fundamentals to advanced Excel techniques.
• Annual hackathons and innovation challenges that encourage creative problem solving.

Compensation & Benefits

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

• Health, Dental, and Vision insurance for you and your dependents.
• 401(k) plan with company matching to help secure your financial future.
• Paid time off (PTO) and 7 paid company holidays, plus 4 floating holidays per year.
• Life Insurance and Accidental Death & Dismemberment (AD&D) coverage.
• Long‑Term Disability and Health Care Reimbursement Flexible Spending Account (FSA).
• Dependent Care FSA and Employee Assistance Program (EAP) for mental health support.
• Pet Insurance and wellness stipends to support your overall well‑being.
• Remote work stipend to help set up your home office.

How to Apply

If you’re passionate about delivering top‑notch customer experiences, thrive in a remote setting, and want to grow with a forward‑looking legal services firm, we’d love to hear from you. Click the link below to submit your application and join the Brighthush team.