Seasoned Customer Support Agent – Premium E‑Commerce & Shopify Specialist – Part‑Time Evening Pacific Shift (Remote, 20 Hours/Week)
About brighthush
At brighthush, we’re redefining the way founders and businesses connect with top‑tier remote talent. Our mission is simple yet powerful: success happens when everyone wins. We empower entrepreneurs to scale with confidence, while our virtual professionals discover purpose, growth, and the freedom to thrive from anywhere in the world. With a culture rooted in empathy, innovation, and relentless pursuit of excellence, brighthush is the partner of choice for companies that value human connection in a digital age.
Why Join brighthush?
When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a community that celebrates your individuality, supports your professional journey, and rewards your dedication. We blend flexible remote work with a vibrant, inclusive culture that keeps you energized, engaged, and continuously learning.
Role Overview
We’re seeking a Customer Support Agent who excels at delivering a white‑glove, premium experience for our e‑commerce clients. In this part‑time position, you’ll manage a 20‑hour week, primarily during the evening Pacific Time zone, ensuring that every customer interaction reflects the high standards of brighthush and our partner brands.
Key Responsibilities
- Handle inbound customer emails, chat, and phone inquiries with professionalism and speed.
- Navigate customer accounts, edit orders, and manage fulfillment or subscription actions using Shopify and related tools.
- Take over AI‑initiated chat conversations, escalating complex issues and providing tailored solutions.
- Support phone conversations as the phone support channel expands.
- Create custom carts, apply discounts, and guide customers through the purchasing journey—beyond simply issuing discount codes.
- Read each customer’s situation closely, respond with personalized recommendations, swaps, or resolutions, and follow through until closure.
- Maintain accurate records in Richpanel, Loop Subscriptions, Okendo, and other client‑specific platforms.
- Collaborate with cross‑functional teams (sales, fulfillment, product) to resolve escalations and improve processes.
- Contribute to knowledge base updates and best‑practice documentation.
What We’re Looking For
Essential Qualifications
- Proven experience in premium customer service, preferably in e‑commerce or subscription‑based businesses.
- Strong command of English (CEFR B2 or higher). Please provide your CEFR rating in the application.
- Hands‑on experience with Shopify, including order management, discount codes, and customer account editing.
- Familiarity with Richpanel, Loop Subscriptions, Okendo, or similar analytics and subscription tools.
- Excellent written and verbal communication skills, with a knack for crafting clear, concise, and empathetic responses.
- Detail‑oriented, proactive, and able to manage multiple tasks in a fast‑paced environment.
- Comfortable using Loom or similar video tools for quick introductions.
Preferred Qualifications
- Background in esthetics, cosmetology, or technical skincare—helps you explain product benefits with authority.
- Experience with premium brand support, where the customer journey is as important as the product itself.
- Knowledge of subscription management platforms and recurring billing processes.
- Previous remote work experience, especially in a global or multicultural setting.
Core Competencies
- Customer‑centric mindset: always put the client’s needs first.
- Problem‑solving agility: turn challenges into opportunities for delight.
- Time‑management: deliver high‑quality support within tight windows.
- Collaboration: work seamlessly with teammates across time zones.
- Continuous learning: stay updated on industry trends, product updates, and new tools.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Customer Support Agent, you’ll have access to:
- Monthly skill‑building workshops on advanced Shopify features, customer psychology, and conflict resolution.
- Mentorship from senior support leads and product managers.
- Clear performance metrics that open doors to higher‑level roles—such as Support Manager, Customer Success Lead, or Product Specialist.
- Cross‑departmental projects that broaden your exposure to marketing, fulfillment, and analytics.
- Annual “Innovation Hackathon” where you can propose and prototype new support tools.
Work Environment & Culture
Our remote‑first culture means you’ll work from wherever you feel most productive—be it a cozy home office, a bustling café, or a serene beach. We foster:
- Transparent communication: weekly all‑hands meetings, open Slack channels, and real‑time feedback loops.
- Inclusive values: we celebrate diversity, encourage authentic voices, and support mental and physical well‑being.
- Community events: virtual town halls, regional meet‑ups, and occasional island getaways to strengthen bonds.
- Recognition programs: milestone gifts, birthday treats, and public shout‑outs for outstanding contributions.
Compensation & Benefits
We offer a competitive hourly rate of $650–$1,100 per month for 20 hours of dedicated support. In addition to base pay, you’ll enjoy:
- 13th Month Pay – an extra month’s salary to reward your hard work.
- 12 days of PTO – flexible time off to recharge.
- 12 paid US holidays – celebrate the year’s milestones.
- Maternity & Paternity Leave – supportive time off for growing families.
- Comprehensive Healthcare – coverage for you and your family.
- Life Insurance – included in our full‑time HMO plan.
- Mental Health Support – access to counseling and wellness resources.
- Regular performance bonuses and referral incentives.
Application Process
To streamline your application, please prepare the following three items before submitting your form:
- English Proficiency Rating – Enter your CEFR level. If unsure, take a quick assessment at EF SET Quick Check.
- brighthush VA Profile (Resume) – Create your profile using the brighthush VA Profile Template. Your resume must follow this format and be in English.
- 1‑Minute Introduction Video – Record a brief video (preferably via Loom) and share the link. Watch our video tips and sample videos for guidance. By submitting, you grant brighthush permission to share your video on our platforms.
Ready to Join brighthush?
If you’re passionate about delivering exceptional customer experiences, thrive in a dynamic remote environment, and want to grow alongside a forward‑thinking team, we’d love to hear from you. Apply today and become part of a community that values your expertise, supports your well‑being, and celebrates every milestone.
We look forward to welcoming you to brighthush—where success is shared, and every interaction matters.
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