Remote Customer Support Specialist – Warm, Empathetic, Multi‑Shift, Growth‑Oriented Role at brighthush

About brighthush

brighthush is a fast‑growing boutique fitness studio group that is redefining the way people experience strength training. With a portfolio of high‑volume, coach‑led group classes across multiple central locations, brighthush has built a reputation for a warm, down‑to‑earth brand that feels more like a community than a corporate chain. As we open new studios this year, we’re expanding our footprint and our people‑centric culture. Our remote support team is the backbone that keeps our members and on‑site staff connected, informed, and satisfied – all while operating outside of regular studio hours.

Your Role

As a Remote Customer Support Specialist, you will be the friendly, reliable point of contact for members who reach out with questions or concerns. You’ll handle everything from bookings and account inquiries to refunds and general support. Your primary communication channels will be chat, WhatsApp, and email – phone calls are not part of this role. You’ll also provide on‑site trainers with occasional urgent assistance, ensuring that every interaction reflects brighthush’s signature tone: warm, down‑to‑earth, and genuinely helpful.

Key Responsibilities

• Member Support: Respond to member inquiries via chat, WhatsApp, and email with clarity, empathy, and brand‑aligned tone.
• Booking & Account Management: Assist members with class reservations, cancellations, and account updates.
• Refunds & Billing: Process refund requests and resolve billing issues in a timely, accurate manner.
• On‑site Trainer Liaison: Provide quick, reliable support to trainers during studio hours, especially for urgent or time‑sensitive requests.
• Documentation & Knowledge Base: Contribute to and maintain internal knowledge base articles to streamline future support.
• Shift Coverage: Work flexible shifts that include early mornings, evenings, and weekends to cover the full spectrum of member activity.
• Continuous Improvement: Identify recurring issues and propose process enhancements to improve member satisfaction.

What We’re Looking For

• Excellent Written English: Clear, concise, and engaging communication is essential.
• Empathy & People Instincts: Ability to read tone, respond with warmth, and de‑escalate frustrated messages.
• Sound Judgment: Comfortable making independent, sensible decisions without constant supervision.
• Reliability & Ownership: Demonstrated commitment to meeting deadlines and taking responsibility for outcomes.
• Flexible Availability: Willingness to work early mornings, evenings, and weekends as needed.
• German (Optional): A plus, but not required.
• No Prior Software Experience: Full training will be provided; we value attitude over technical skill.

Preferred Qualifications

• Experience in a customer‑facing role, preferably in a remote or virtual environment.
• Background in fitness, wellness, or a related industry – a bonus, not a requirement.
• Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk) is a plus.
• Basic understanding of group fitness class structures and terminology.

Skills & Competencies

• Strong written communication and storytelling ability.
• Active listening and tone‑matching skills.
• Time‑management and multitasking in a fast‑paced environment.
• Problem‑solving with a focus on customer experience.
• Adaptability to evolving processes and tools.
• Team collaboration in a remote‑first setting.

Career Growth & Learning

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As the company scales, you’ll have the opportunity to move into senior support roles, team lead positions, or even transition into product or community management. We invest in continuous learning through:

• Monthly skill‑building workshops (e.g., advanced communication, conflict resolution).
• Access to industry conferences and webinars.
• Mentorship from senior leaders and founders.
• Annual performance reviews with personalized development plans.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, authenticity, and community. Our culture is built on:

• Founder‑Led Vision: Direct access to the founders for feedback and ideas.
• Inclusive, supportive team dynamics that celebrate diversity.
• Regular virtual coffee chats and team‑building events.
• Transparent communication and open‑door policies.
• Focus on work‑life balance, with flexible scheduling within coverage windows.

Compensation & Perks

While specific salary figures are not disclosed in the posting, brighthush offers competitive compensation aligned with industry standards for remote customer support roles. In addition to base pay, you’ll enjoy:

• Health and wellness stipend.
• Gym membership discount or free access to partner studios.
• Flexible paid time off and holiday schedule.
• Annual performance bonus potential.
• Professional development budget.
• Equity or profit‑sharing options as the company grows.

How to Apply

Ready to bring your empathy, judgment, and passion for fitness to a dynamic, remote team? Click the link below to submit your application and join brighthush in shaping the future of community‑centric fitness.