Remote Phones & Tickets Customer Support Specialist – Flexible Hours, Global Projects, Customer Experience Excellence, brighthush

About brighthush

brighthush is a trailblazing global customer experience partner that has been redefining the industry since 2007. With a presence in more than 90 countries, we empower some of the world’s most innovative and forward‑thinking brands to deliver world‑class support, moderation, community management, and social media services. From entertainment and travel to technology and e‑commerce, our clients span every industry, giving you the chance to work on projects that are as diverse as they are exciting.

Our fully remote workforce is built on a foundation of trust, collaboration, and continuous learning. We believe that the best ideas come from people who feel safe to experiment, share, and grow. That’s why we invest heavily in professional development, mentorship, and a culture that celebrates curiosity, empathy, and a genuine passion for helping customers succeed.

Our Mission & Vision

To create seamless, human‑centric customer journeys that delight users, drive loyalty, and help our clients thrive in a digital world.

Our Global Footprint

With teams in North America, South America, Europe, Asia, Africa, and Oceania, we serve clients across every time zone. This global reach means you’ll collaborate with colleagues from different cultures, languages, and perspectives—all while working from the comfort of your own home.

Our Values & Culture

• Customer‑First Mindset: Every decision we make is guided by the goal of delivering exceptional value to our clients’ customers.
• Curiosity & Continuous Learning: We encourage experimentation, knowledge sharing, and skill development at every level.
• Inclusivity & Belonging: Diversity is our strength. We foster an environment where everyone feels respected, heard, and empowered.
• Collaboration & Transparency: Open communication, shared goals, and collective problem‑solving are the hallmarks of our teams.
• Accountability & Ownership: We take responsibility for our work, celebrate wins, and learn from challenges.

Why Join brighthush?

• Global Impact: Your work will help thousands of customers around the world navigate their favorite products and services.
• Flexible Schedule: Choose the shifts that fit your lifestyle—whether you’re a morning person or a night owl.
• Career Growth: From entry‑level support to senior specialist and team lead roles, we provide clear pathways for advancement.
• Learning & Development: Access to on‑the‑job training, webinars, a dedicated learning portal, and a generous learning stipend.
• Competitive Compensation: Earn a competitive hourly rate, with performance bonuses and a transparent pay structure.
• Inclusive Culture: We celebrate diversity and are committed to creating an environment where everyone can thrive.
• Remote Work Stipend: We cover home‑office equipment, utilities, and a monthly stipend to keep you comfortable and productive.
• Health & Wellness: Comprehensive health, dental, and vision coverage for full‑time employees, plus wellness programs and mental health resources.
• Community & Connection: Regular virtual coffee breaks, team‑building events, and open communication channels keep us connected across continents.

About the Role

As a Remote Phones & Tickets Customer Support Specialist, you will be the first point of contact for customers seeking assistance with phone and ticket‑based inquiries. Your role is pivotal in shaping the customer experience, ensuring that every interaction reflects brighthush’s commitment to empathy, efficiency, and excellence.

Key Responsibilities

• Respond to customer calls and tickets in a timely, professional, and empathetic manner.
• Diagnose and resolve issues related to account management, billing, technical troubleshooting, and product usage.
• Escalate complex problems to the appropriate internal teams while ensuring clear communication and follow‑up.
• Maintain accurate and detailed records of customer interactions in our CRM system.
• Adhere to established workflows, quality standards, and service level agreements (SLAs).
• Participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Collaborate with cross‑functional teams—including product, engineering, and quality assurance—to provide feedback and drive product improvements.
• Contribute to knowledge base articles and best‑practice guides to empower customers and reduce repeat inquiries.
• Track and report on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Support the onboarding of new team members by sharing insights, best practices, and training materials.

What You'll Do Every Day

• Answer an average of 30–40 tickets or calls per shift, ensuring each customer feels heard and valued.
• Use diagnostic tools and knowledge bases to troubleshoot and resolve issues within the first contact whenever possible.
• Document every interaction in our CRM, tagging relevant categories and adding notes for future reference.
• Collaborate with product specialists to provide real‑world feedback on feature usability and potential improvements.
• Participate in daily stand‑ups and weekly all‑hands meetings to stay aligned with team goals and company updates.
• Review and refine support scripts and FAQs to keep them current and customer‑friendly.

Essential Qualifications

• Proven experience in customer support, preferably handling phone and ticket inquiries.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and a customer‑centric mindset.
• Ability to follow detailed workflows and documentation.
• Comfortable working across multiple time zones, with availability on weekdays and weekends.
• Friendly, upbeat tone—your voice is the brand’s first impression.
• Adaptability to feedback and a willingness to collaborate with teammates.
• Reliable internet connection and a quiet workspace.

Preferred Qualifications

• Experience with CRM platforms such as Zendesk, Freshdesk, or Salesforce.
• Familiarity with ticketing systems and call‑center software.
• Previous remote work experience.
• Knowledge of multiple languages is a plus.
• Background in technical support or product troubleshooting.

Required Skills & Competencies

• Customer‑first attitude and empathy.
• Strong listening skills and the ability to ask clarifying questions.
• Time‑management and prioritization under tight deadlines.
• Attention to detail and a commitment to accuracy.
• Team player who thrives in a collaborative environment.
• Proactive mindset—anticipating customer needs and offering solutions.
• Resilience and composure in high‑pressure situations.

Learning & Development Opportunities

At brighthush, we believe that growth is a shared journey. As a member of our team, you’ll benefit from:

• On‑the‑job training modules covering product knowledge, support best practices, and soft‑skill development.
• Monthly webinars featuring industry experts, product updates, and career‑growth topics.
• A dedicated learning portal with curated courses, certifications, and e‑learning resources.
• Access to a learning stipend that can be used for external courses, conferences, or certifications.
• Mentorship programs pairing you with senior specialists or team leads for guidance and career advice.

Career Growth & Advancement

We’re committed to your professional development. As you gain experience, you can explore:

• Senior Customer Support Specialist roles with increased responsibility and higher compensation.
• Team Lead or Manager positions overseeing support operations, coaching, and performance management.
• Product Specialist or Customer Success roles focused on specific client products, allowing you to become a subject‑matter expert.
• Cross‑functional projects in product development, quality assurance, or data analytics, giving you exposure to new domains.
• Leadership training programs and mentorship opportunities that prepare you for executive roles.

Compensation & Benefits

While specific rates vary based on experience and role complexity, brighthush offers:

• Competitive hourly rates that reflect your expertise and the value you bring.
• Performance‑based bonuses and incentive programs to reward outstanding service.
• Health, dental, and vision coverage for full‑time employees.
• 401(k) matching for eligible employees.
• Remote work stipend to cover home‑office equipment and utilities.
• Paid time off, sick leave, and parental leave.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, mental health resources, Apply for this job