Seasoned Customer Support Specialist – 3‑Month Remote Contract, Driving Exceptional E‑Commerce Customer Journeys for brighthush

About brighthush

brighthush is a trailblazing, remote‑first agency that partners with high‑growth e‑commerce brands to deliver world‑class customer service. Our mission is simple yet powerful: empower brands to create unforgettable customer journeys while fostering a culture of continuous improvement, collaboration, and professional growth. With a distributed team spanning the United States, Mexico, and the Philippines, we blend the best of global talent with the flexibility of remote work to meet the dynamic demands of the digital marketplace.

Why This Role Is a Game‑Changer

As a Customer Support Specialist on a 3‑month contract, you’ll be the frontline ambassador for two of brighthush’s flagship consumer brands. This isn’t just a support ticket role; it’s an opportunity to shape the customer experience, influence product strategy, and accelerate your career trajectory. Here’s what makes this position stand out:

• Immediate Impact: Your work directly boosts customer satisfaction and brand loyalty.
• Hands‑on Exposure: Master industry‑leading tools such as Gorgias, Shopify, ShipBob, and Slack.
• Voice of Innovation: Your ideas for process improvement are not only heard but implemented.
• Career Pathways: Clear routes to transition into full‑time roles or specialized support tracks.
• Competitive Compensation: Performance bonuses and a comprehensive benefits package.

Key Responsibilities

In this role, you will:

• Respond to Customer Inquiries: Manage the Gorgias helpdesk across both brands, ensuring all emails are addressed and resolved on the same day they arrive.
• Order Management: Look up and update orders in Shopify, including status changes, sizing exchanges, and replacement requests.
• Fulfillment Tracking: Monitor shipments and resolve fulfillment issues using the ShipBob portal, coordinating with logistics partners as needed.
• Warranty & Replacement Handling: Own end‑to‑end warranty, damage, and replacement cases, snoozing tickets strategically until each is fully resolved.
• Chargeback Management: File chargeback claims through the Shopify chargeback app, ensuring compliance with brand policies.
• Process Consistency: Utilize existing macros and SOPs to deliver consistent, high‑quality responses, escalating unusual cases to the manager.
• Team Collaboration: Coordinate with the manager and teammates via Slack, sharing insights and updates in real time.
• Process Improvement & SOP Ownership: Identify recurring issues, propose fixes, and own the SOP lifecycle to reduce ticket volume and improve response times.

Essential Qualifications

To thrive in this role, you should bring:

• Prior experience in a customer support capacity, preferably with a U.S.‑based e‑commerce or consumer brand.
• Exceptional written English skills—clear, friendly, and professional communication is essential.
• Comfortable working U.S. hours (overnight Philippines) on a full‑time shift.
• Strong organizational skills and a proven track record of following through on open cases until resolution.
• Adaptability to a fast‑paced environment where priorities shift quickly.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Hands‑on experience with Gorgias and Shopify, including familiarity with macros and automation.
• Knowledge of ShipBob or other third‑party logistics (3PL) portals.
• Experience supporting technical or warranty‑backed products, where troubleshooting and documentation are key.
• Prior exposure to chargeback processes and e‑commerce dispute resolution.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delighting customers.
• Process‑Minded: Ability to document, simplify, and automate workflows.
• Technical Aptitude: Comfortable navigating multiple SaaS platforms and troubleshooting basic technical issues.
• Time Management: Prioritize and manage a high volume of tickets while maintaining quality.
• Collaboration: Work effectively with cross‑functional teams in a remote setting.
• Analytical Thinking: Identify patterns in customer issues and recommend data‑driven improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. During your contract, you will:

• Receive dedicated coaching sessions focused on skill development, from advanced Gorgias techniques to effective communication strategies.
• Participate in monthly learning workshops covering topics such as customer psychology, e‑commerce trends, and process automation.
• Gain exposure to the strategic side of customer support, including metrics analysis, KPI tracking, and cross‑departmental projects.
• Explore pathways to transition into full‑time roles—whether as a Senior Support Specialist, Process Improvement Lead, or even a Product Support Engineer.

Work Environment & Company Culture

brighthush thrives on a culture that values:

• Flexibility: Remote work from anywhere in the world, with a focus on results rather than location.
• Collaboration: Open communication channels via Slack, regular virtual stand‑ups, and a supportive team ethos.
• Continuous Improvement: A growth mindset where every team member is encouraged to propose and implement process enhancements.
• Recognition: Regular shout‑outs, performance bonuses, and a transparent reward system.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.

Compensation & Benefits

While specific figures may vary based on location and experience, brighthush offers:

• Competitive hourly rate or salary commensurate with industry standards.
• Performance‑based bonuses tied to key metrics such as ticket resolution time and customer satisfaction scores.
• Paid Time Off (PTO) and flexible holiday scheduling.
• Health Maintenance Organization (HMO) coverage for you and your dependents.
• Dedicated coaching and mentorship programs to accelerate career growth.
• Access to a wealth of learning resources, including webinars, e‑learning modules, and industry conferences.

Schedule & Service Levels

• Response Target: All incoming tickets must be answered on the same day they arrive.
• Maximum SLA: 2 business days, reserved for peak periods such as product drops and holiday sales.
• Shift: Full‑time, overnight Philippines hours aligning with U.S. business time.

How to Apply

Ready to make a tangible impact on customer experience while growing your career? Click the button below to submit your application and join the brighthush team.

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Tune into our What Worked podcast, hosted by our founders, where we share candid conversations with business leaders, founders, and industry experts. It’s a great way to get a behind‑the‑scenes look at how brighthush drives success for its partners.