Seasoned Customer Service Representative – Advanced Troubleshooting & Technical Support Specialist for Home & Security Solutions at brighthush

About brighthush

brighthush is a trailblazer in the home, security, and digital product arena, redefining how consumers experience quality, safety, and convenience. With a portfolio that spans premium faucets, cutting‑edge smart home devices, and industry‑leading security solutions, brighthush is committed to delivering products that blend style, performance, and sustainability. Our mission is simple: empower every homeowner with tools that enhance everyday life while protecting what matters most.

At brighthush, we believe that great products are only part of the equation. Exceptional customer service is the cornerstone of our brand promise. We’re looking for a Customer Service Representative who shares our passion for problem‑solving, thrives in a fast‑paced environment, and can help us maintain the highest standards of customer satisfaction.

Why Join brighthush?

• Impactful Work: Your expertise will directly influence how customers experience our products, turning challenges into opportunities for delight.
• Growth & Development: We invest in continuous learning, offering structured training, mentorship, and career advancement pathways.
• Remote Flexibility: Work from anywhere in the United States with a fully remote setup that supports work‑life balance.
• Inclusive Culture: A collaborative, diverse environment where every voice is heard and valued.
• Competitive Compensation: Base pay, bonus potential, and comprehensive benefits that support your well‑being.

Key Responsibilities

As a Customer Service Representative at brighthush, you will be the trusted expert customers rely on to resolve product questions, troubleshoot issues, and navigate warranty concerns. Your day‑to‑day will involve:

• Handling inbound interactions via phone, chat, and email, diagnosing product issues, and guiding customers through clear, step‑by‑step solutions.
• Assessing each customer’s situation, identifying root causes, and determining the most appropriate resolution—whether that’s a repair, replacement, or escalation.
• Using multiple systems, tools, and knowledge bases simultaneously to research and resolve issues efficiently.
• Accurately documenting interactions, troubleshooting steps, and resolutions to maintain complete service records.
• Meeting or exceeding quality, productivity, and customer satisfaction metrics set by brighthush.
• Maintaining composure and professionalism while managing high interaction volumes and complex situations.
• Continuously expanding product knowledge and sharpening troubleshooting skills to improve customer outcomes.

Essential Qualifications

• High School Diploma or GED (or higher).
• Strong verbal communication and active listening skills.
• Demonstrated empathy, patience, and sound judgment.
• Basic computer proficiency and comfort learning new systems.
• Strong critical thinking and problem‑solving abilities.
• Ability to multitask while maintaining accuracy.
• Willingness to learn technical product details and support processes.

Preferred Qualifications

• Experience in customer service, call centers, retail, hospitality, technical support, or other customer‑facing roles.
• Experience in fast‑paced, metrics‑driven environments.
• Familiarity with de‑escalation, service recovery, or handling complex customer concerns.
• Experience troubleshooting products, services, or technical issues.
• Experience supporting customers via phone, chat, email, or other channels.
• Familiarity with CRM systems, knowledge bases, or support technologies.
• Experience applying policies or guidelines to determine customer resolutions.

Skills & Competencies

• Customer Communication: Clear, professional, empathetic communication tailored to customer needs.
• Critical Thinking & Troubleshooting: Ability to gather information, identify root causes, and recommend effective solutions.
• System Navigation & Multitasking: Comfort navigating multiple systems and information sources simultaneously.
• Attention to Detail: Accurate documentation and consistent application of policies and warranty guidelines.
• Resilience Under Pressure: Maintains professionalism during high volumes and challenging situations.
• Learning Agility: Quickly absorbs new information and applies it to customer issues.

Training & Onboarding

Our comprehensive training program is designed to equip you with the knowledge and confidence to support brighthush customers effectively:

• Week 1‑3 – Classroom‑Style Training: Instructor‑led sessions and self‑guided learning, culminating in eight assessments. A minimum average score of 75% is required to progress.
• Week 4 – On‑the‑Job Training (OJT): Pairing with a seasoned trainer, product coach, or peer mentor while handling live customer calls.
• Full Attendance: Monday‑through‑Friday, 9:00 AM‑5:30 PM ET during training.
• Post‑Training Schedule: A rotating shift pattern that balances early, mid, and late hours to accommodate diverse lifestyles.

Compensation & Benefits

We offer a competitive base rate of $17.00 per hour, with eligibility for bonus opportunities based on performance. In addition to base pay, employees may participate in an annual bonus plan tied to company and individual performance, or a role‑based sales incentive plan.

Our benefits package is designed to support your overall well‑being:

• Comprehensive health, dental, and vision plans.
• Market‑leading 401(k) program with company contributions.
• Flexible time‑off policies and paid holidays.
• Employee discounts on brighthush products.
• Wellness resources, including mental health support and fitness stipends.
• Adoption benefits and family‑friendly policies.
• Access to Employee Resource Groups (ERGs) that foster belonging and inclusion.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Representative, you will have access to:

• Structured career ladders that include roles in technical support, product management, and customer experience leadership.
• Regular skill‑building workshops, certifications, and cross‑functional projects.
• Mentorship programs pairing you with senior leaders who can guide your professional journey.
• Opportunities to contribute to product development feedback loops, ensuring your voice helps shape future innovations.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our remote teams are connected through:

• Weekly virtual huddles and cross‑departmental knowledge sharing.
• Digital collaboration tools that keep everyone aligned and engaged.
• Regular town‑hall meetings where leadership shares company updates and future vision.
• A commitment to work‑life balance, with flexible scheduling and a focus on mental and physical health.

How to Apply

If you’re ready to bring your expertise to a company that values innovation, customer focus, and personal growth, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for individuals with disabilities throughout the application and interview process. If you need an accommodation, please contact us at [email protected] with details of your request.