Seasoned Customer Service Specialist – USCG NMC Program, Remote Full‑Time, Public Trust Clearance, Maritime & Logistics Support – Join brighthush

About brighthush

brighthush is a trailblazer in delivering technology‑enabled solutions that empower government agencies, defense partners, and private sector leaders to provide world‑class services to the public. With a relentless focus on security, reliability, and customer satisfaction, brighthush has built a reputation for excellence across a broad spectrum of industries—including maritime safety, logistics, public safety, and beyond. Our mission is simple yet powerful: bridge the gap between cutting‑edge technology and everyday operational needs, ensuring that every client receives the support they deserve.

Why brighthush Is the Right Choice for Your Career

At brighthush, we believe that people are our most valuable asset. We cultivate a culture that thrives on collaboration, continuous learning, and inclusivity. Whether you are a seasoned professional or just starting your career, you will find a supportive environment that rewards initiative, creativity, and a relentless commitment to service excellence. Our remote‑first approach means you can work from anywhere while staying connected to a vibrant, collaborative team.

What We Offer

• Competitive salary and performance‑based bonuses that recognize your impact.
• Comprehensive health, dental, and vision plans with generous employer contributions.
• Fully remote work arrangements with a supportive virtual team and flexible scheduling.
• Generous paid time off, holidays, and a family‑friendly leave policy.
• Professional development programs, certifications, and tuition reimbursement to fuel your growth.
• Employee wellness initiatives, including mental health resources, virtual fitness classes, and wellness allowances.
• Annual company retreats, team‑building events, and community outreach initiatives that strengthen our sense of purpose.

Position Overview

We are seeking a highly motivated, organized, and customer‑centric Customer Service Specialist to join our USCG NMC program team. This full‑time, remote role is essential to maintaining the high standards of service that brighthush delivers to its maritime and logistics partners. The successful candidate will possess a strong public trust clearance, excellent communication skills, and a passion for resolving client issues with empathy and efficiency.

About the USCG NMC Program

The United States Coast Guard’s National Maritime Center (NMC) is a critical hub for maritime safety, security, and logistics. It coordinates vessel inspections, certification processes, and compliance monitoring for commercial and government vessels operating in U.S. waters. As a Customer Service Specialist on this program, you will be the frontline liaison between brighthush, the Coast Guard, and a diverse array of maritime stakeholders—including shipping companies, port authorities, and regulatory agencies.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries from a diverse client base, ensuring timely and accurate responses.
• Listen actively to understand client needs, concerns, and feedback, and provide clear, concise solutions or escalations.
• Maintain detailed, accurate records of all interactions in our CRM system, ensuring data integrity and compliance with federal regulations.
• Utilize scripts, knowledge bases, and troubleshooting tools to resolve issues efficiently while adhering to call center metrics.
• Collaborate with cross‑functional teams—including technical support, billing, and account management—to deliver seamless client experiences.
• Identify opportunities for process improvement and share insights with leadership to enhance service delivery.
• Participate in ongoing training and certification programs to stay current with industry best practices and regulatory changes.
• Maintain a professional, courteous, and solution‑focused demeanor, even when handling challenging or upset clients.
• Adhere to all security protocols, ensuring that sensitive information is handled in accordance with Public Trust clearance requirements.
• Support the development and maintenance of training materials, FAQs, and knowledge base articles to empower clients and internal teams.
• Track and report on key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in quarterly reviews and continuous improvement initiatives to elevate the overall quality of service.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 6 years of experience in a customer service or call center environment, preferably within a federal or regulated industry.
• Current U.S. Public Trust security clearance, or eligibility to obtain one within 90 days of hire.
• Strong verbal and written communication skills in English.
• Proficiency with CRM platforms, Microsoft Office Suite, and basic troubleshooting of software and hardware issues.
• Demonstrated ability to manage high call volumes while maintaining accuracy and quality.
• Excellent problem‑solving skills and the ability to think critically under pressure.
• Commitment to confidentiality and adherence to all security and compliance standards.
• Experience with maritime or logistics terminology and processes is highly desirable.

Preferred Qualifications

• Experience working with maritime or logistics clients, or within the U.S. Coast Guard ecosystem.
• Knowledge of federal procurement processes and contract management.
• Previous exposure to remote work environments and virtual collaboration tools.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.
• Certifications in customer service, call center operations, or related fields.
• Familiarity with maritime safety regulations such as SOLAS, MARPOL, or U.S. Coast Guard regulations.

Core Skills & Competencies

• Active Listening & Empathy
• Conflict Resolution & De‑Escalation
• Time Management & Prioritization
• Data Accuracy & Attention to Detail
• Team Collaboration & Cross‑Functional Communication
• Adaptability & Continuous Learning
• Technical Proficiency (CRM, Help Desk, Knowledge Base)
• Compliance & Security Awareness
• Maritime Industry Knowledge (preferred)

Career Growth & Development

At brighthush, we are committed to nurturing talent and providing clear career pathways. As a Customer Service Specialist, you will have the opportunity to:

• Advance into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into specialized technical support or product management positions.
• Take on project management responsibilities for process improvement initiatives.
• Earn industry certifications and attend conferences to broaden your expertise.
• Participate in mentorship programs that pair you with experienced leaders across the organization.
• Leverage our internal mobility program to explore roles in other business units, such as cybersecurity, data analytics, or product development.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We prioritize:

• Transparent communication through weekly virtual town halls and real‑time chat channels.
• Inclusive decision‑making, where every voice is heard and valued.
• Work‑life balance, with flexible scheduling to accommodate personal commitments.
• Recognition programs that celebrate achievements and milestones.
• Community outreach initiatives, including volunteer days and charitable partnerships.
• Continuous learning opportunities, such as internal workshops, lunch‑and‑learn sessions, and access to online learning platforms.

Compensation & Benefits

While the base salary for this role is $35,880 per year, brighthush offers a comprehensive benefits package that enhances your overall compensation:

• Health, dental, and vision insurance with employer contributions.
• 401(k) plan with company match.
• Paid parental leave and family support programs.
• Professional development stipend and tuition reimbursement.
• Wellness allowance for gym memberships, meditation apps, or home office upgrades.
• Annual performance bonuses based on individual and company metrics.
• Flexible work hours and the ability to choose your preferred work location.
• Access to a digital library of industry publications and research reports.

How to Apply

Ready to bring your customer service expertise to a dynamic, mission‑driven organization? Click the link below to submit your application and join the brighthush team:

Apply to This Job

Closing Statement

At brighthush, we are dedicated to delivering world‑class service to our partners while fostering an environment where every employee can thrive. If you are a proactive, empathetic, and security‑conscious professional ready to make a tangible impact, we encourage you to apply today. Join us in shaping the future of maritime and logistics support—one client interaction at a time.