Seasonal Remote Customer Service Representative – Holiday Peak Support Specialist (Nov 2026 – Jan 2027) – Join brighthush

About brighthush

brighthush is a cutting‑edge fintech company that empowers retailers to protect their customers and their bottom line by eliminating online refund fraud. Founded in 2020, we’ve grown from a small team of innovators to a vibrant organization of 11‑50 employees, headquartered in Brisbane, Queensland, Australia. Our mission is simple yet powerful: make every online purchase safe, seamless, and trustworthy. As we scale, we’re looking for passionate individuals who thrive in fast‑moving, high‑impact environments. If you love solving problems, delighting customers, and working with the latest technology, brighthush is the place for you.

Why This Role Matters

The holiday season is the most critical time for e‑commerce. Customers expect instant answers, swift resolutions, and a personal touch. As a Seasonal Remote Customer Service Representative, you’ll be the frontline hero who turns potential frustrations into memorable experiences. Your work will directly influence customer loyalty, brand reputation, and the overall success of brighthush’s mission.

Role Overview

From November 2026 to January 2027, you’ll join a dedicated team of customer support specialists who handle returns, refunds, order inquiries, and product questions across digital channels. Working remotely from anywhere in the United States, you’ll use Zendesk (and occasionally other ticketing platforms) to resolve issues with empathy, accuracy, and speed. Your day-to-day will involve:

Key Responsibilities

• Deliver outstanding customer support via email, chat, and ticketing systems, with a focus on Zendesk.
• Process returns, refunds, and order questions efficiently while maintaining a positive tone.
• Investigate and resolve customer complaints in line with brighthush’s policies and regulatory obligations.
• Manage a high‑volume ticket queue, consistently meeting quality, productivity, and customer satisfaction targets.
• Escalate complex or sensitive cases to the Escalations team or Team Leader, keeping customers informed throughout.
• Adapt quickly to evolving processes and priorities during the peak season.
• Contribute to a supportive, collaborative team culture through active communication and knowledge sharing.

Essential Qualifications

• Minimum of 1 year of customer support experience via email, chat, or ticketing systems.
• Hands‑on experience handling returns, refunds, exchanges, or order issues for a retailer or e‑commerce brand.
• Proficiency with a ticketing platform (Zendesk strongly preferred; Gorgias, Freshdesk, Gladly, or Salesforce also welcome).
• Excellent written communication skills: clear, warm, and accurate, even when delivering a “no.”
• Comfortable working through a high‑volume queue while meeting quality and productivity targets.
• Strong attention to detail and a persistent, solution‑oriented mindset.
• Reliable home internet connection and a quiet, private workspace.
• Experience with payments, chargebacks, or fintech support is a plus.

Preferred Qualifications

• Prior experience in a fast‑scaling fintech environment.
• Knowledge of refund fraud prevention and related compliance standards.
• Familiarity with brighthush’s product suite and internal processes.
• Multilingual abilities to support a diverse customer base.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help.
• Strong problem‑solving skills and the ability to think on your feet.
• Time‑management and organizational skills to juggle multiple tasks.
• Team collaboration and willingness to share best practices.
• Adaptability to new tools, processes, and changing priorities.
• Data‑driven approach: comfortable using metrics to track performance and identify improvement opportunities.

Career Growth & Learning Opportunities

While this role is seasonal, it offers a unique window into brighthush’s operations and culture. Successful performers will be considered for:

• Extension of the contract into the next holiday season.
• Permanent full‑time positions in customer support, product, or operations.
• Access to internal training programs, mentorship, and career development resources.
• Exposure to cross‑functional teams, including product, engineering, and compliance.

Work Environment & Company Culture

At brighthush, we believe that a supportive environment fuels innovation. Even though you’ll be working from home, you’ll be part of a vibrant community that values:

• Transparency: open communication channels and regular company updates.
• Collaboration: cross‑team projects and shared knowledge bases.
• Flexibility: flexible hours to accommodate different time zones and personal commitments.
• Recognition: regular shout‑outs, performance bonuses, and career milestones.
• Well‑being: mental health resources, virtual coffee breaks, and wellness challenges.

Compensation, Perks, and Benefits

While the exact hourly rate will be discussed during the interview, you can expect:

• Competitive hourly wage aligned with industry standards for remote customer support.
• Performance‑based bonuses tied to quality and customer satisfaction metrics.
• Fully remote work with no relocation costs.
• Paid training in brighthush’s products, systems, and processes (Monday‑Friday, 9:00 AM‑5:00 PM PT, first week).
• Access to a digital learning platform covering product knowledge, compliance, and soft skills.
• Opportunity to work with a fast‑scaling fintech during its most dynamic season.
• Potential for a permanent role and long‑term career path within brighthush.

How to Apply

If you’re ready to bring your customer‑service expertise to a high‑impact, remote role during the holiday season, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s customer support team.

Join brighthush and Make a Difference

Every interaction you handle has the power to turn a frustrated shopper into a loyal advocate. At brighthush, you’ll be part of a mission that protects millions of online purchases and builds trust across the e‑commerce ecosystem. This seasonal role is more than a job—it’s an opportunity to grow, learn, and contribute to a company that’s reshaping the future of online retail.

Ready to take the next step? Apply now and become a key player in brighthush’s holiday success story.