Seasoned Customer Support Agent – AI‑Driven Supply Chain Solutions – Remote, Philippines – Full‑Time, 40 Hours – Independent Contractor

About brighthush and the Future of Supply Chain Technology

At brighthush, we’re redefining how businesses manage their supply chains. Leveraging cutting‑edge artificial intelligence, our platform transforms raw data into actionable insights, enabling companies to anticipate disruptions, optimize inventory, and drive profitability. Our mission is simple: empower enterprises to build smarter, more resilient supply chains that adapt in real time to market dynamics.

Founded in the UK, brighthush has rapidly grown into a trusted partner for high‑growth, mature businesses worldwide. Our technology is already helping clients reduce lead times, cut costs, and improve customer satisfaction. As we expand our footprint, we’re looking for passionate, customer‑centric professionals to join our global team and help shape the next generation of supply‑chain solutions.

Why Join brighthush?

• Impactful Work – Your support will directly influence how thousands of businesses operate, ensuring they can rely on our platform to keep their operations running smoothly.
• Remote Flexibility – Work from anywhere in the Philippines with a stable internet connection. We value work‑life balance and trust you to manage your own schedule.
• Growth Opportunities – As a key member of our support team, you’ll gain exposure to product development, data analytics, and customer success strategies, positioning you for future leadership roles.
• Competitive Compensation – Earn between Php400–Php465 per hour, commensurate with experience, and enjoy performance‑based incentives.
• Collaborative Culture – Join a diverse, high‑energy team that values transparency, continuous learning, and a customer‑first mindset.

Key Responsibilities

As a Customer Support Agent at brighthush, you will be the frontline advocate for our B2B clients. Your day‑to‑day tasks will include:

• Multichannel Support – Respond to user inquiries via email, live chat, and phone with professionalism and empathy, ensuring a consistent, high‑quality experience.
• Technical Troubleshooting – Diagnose and resolve platform‑related issues swiftly, minimizing downtime for our clients.
• Ticket Management – Log, track, and close tickets in HubSpot, maintaining accurate records from intake to resolution.
• Escalation Management – Identify complex problems that require second‑line support, coordinate with engineering, and keep stakeholders informed throughout the resolution process.
• SLA Monitoring – Continuously monitor ticket status, flag potential SLA breaches, and proactively manage escalations to meet or exceed agreed benchmarks.
• Reporting & Analytics – Generate regular performance reports, analyze resolution metrics, and present findings to the support leadership team.
• Quality Assurance – Participate in QA testing of platform updates, ensuring new features meet user expectations before release.
• Knowledge Base Development – Create and update help articles, FAQs, and troubleshooting guides to empower users and reduce ticket volume.
• Product Feedback Loop – Capture user pain points, identify recurring trends, and collaborate with product and engineering teams to influence the quarterly roadmap.
• Process Improvement – Continuously refine support workflows, suggest automation opportunities, and champion best practices across the team.

Essential Qualifications

• Legally eligible to work in the Philippines as an Independent Contractor.
• Minimum of 2 years’ experience in a B2B customer support role, preferably within a SaaS or tech environment.
• Proficiency with ticketing systems (HubSpot preferred) and collaboration tools such as Slack, Notion, and email.
• Fluent in written and spoken English with impeccable grammar and communication skills.
• Strong problem‑solving abilities, high empathy, and meticulous attention to detail.
• Demonstrated capacity to manage multiple tasks under pressure while maintaining process focus.
• Own laptop/computer and reliable, high‑speed internet connection.

Preferred (Bonus) Qualifications

• Experience in a fast‑paced B2B SaaS startup environment.
• Basic understanding of logistics, supply chain management, or data workflows.
• Familiarity with AI or data‑driven platforms.
• Experience with knowledge‑base tools or content management systems.

Core Skills & Competencies

• Customer‑Centric Mindset – Ability to put the customer first and deliver solutions that exceed expectations.
• Technical Aptitude – Comfortable navigating complex software, troubleshooting issues, and learning new tools quickly.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking – Ability to interpret data, identify patterns, and recommend actionable improvements.
• Collaboration & Teamwork – Work effectively with cross‑functional teams, including product, engineering, and marketing.
• Adaptability – Thrive in a dynamic, fast‑moving environment where priorities shift rapidly.
• Time Management – Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Agent, you’ll:

• Gain exposure to product development cycles, learning how AI models are built and refined.
• Participate in cross‑functional workshops, enhancing your understanding of supply‑chain logistics and data science.
• Earn certifications in customer success, AI fundamentals, or project management through our learning portal.
• Progress into senior support roles, team lead positions, or transition into product management, data analytics, or customer success leadership.
• Receive mentorship from senior engineers and product managers, fostering a culture of continuous improvement.

Work Environment & Company Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible working hours aligned with UK business time (GMT) to support global collaboration.
• Regular virtual team meetings, knowledge‑sharing sessions, and informal “coffee chats” to build camaraderie.
• A supportive onboarding program that equips you with the tools, resources, and knowledge you need to succeed.
• Access to a digital knowledge hub, internal forums, and a vibrant Slack community where ideas flow freely.
• A culture that celebrates wins, learns from failures, and continuously iterates on processes.

Compensation, Perks, and Benefits

As an Independent Contractor, you’ll receive:

• Competitive hourly rate of Php400–Php465, based on experience and performance.
• Performance‑based bonuses tied to SLA compliance, ticket resolution speed, and customer satisfaction scores.
• Access to a digital benefits package, including health and wellness resources, professional development courses, and a stipend for home‑office equipment.
• Opportunities to attend industry conferences, webinars, and workshops (virtual or in‑person) to stay ahead of market trends.
• Regular feedback sessions and career coaching to help you grow within the organization.

How to Apply

Ready to make a tangible impact on the future of supply‑chain technology? Click the link below to submit your application and join the brighthush team.

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Closing Statement

At brighthush, we’re not just building software; we’re creating a new standard for how businesses navigate the complexities of global supply chains. If you’re a proactive, empathetic, and technically savvy support professional who thrives in a fast‑paced, AI‑driven environment, we want to hear from you. Join us, and help shape the next wave of supply‑chain innovation.