Seasoned Remote Customer Care Champion – Multi‑Channel Support Specialist Driving Innovation in Food Delivery Technology at brighthush

About brighthush

brighthush is a trailblazing technology platform that is redefining the way local restaurants connect with their customers. By offering a commission‑free delivery and pickup model coupled with cutting‑edge delivery optimization, we empower restaurants to grow without the traditional overhead of third‑party services. With a presence in Miami, New York, and Tel Aviv, we serve a dynamic U.S. market that is worth more than $105 billion. Our team blends decades of expertise in restaurant technology, operations, sales, and marketing to deliver industry‑changing solutions that help restaurants thrive.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, purpose‑driven company that is on a mission to make food delivery fairer, faster, and more sustainable. We value curiosity, resilience, and a customer‑first mindset. Our culture is built on transparency, continuous learning, and a shared commitment to innovation. Whether you’re a seasoned support professional or a recent graduate looking to jumpstart your career, brighthush offers a platform where your voice matters and your impact is tangible.

About the Role

We are looking for a dedicated Remote Customer Care Agent who thrives in a high‑velocity, real‑time environment. In this role, you will be the frontline advocate for both our B2C restaurant partners and B2B corporate clients. You’ll manage support requests across a variety of channels—email, phone, chat, Slack, WhatsApp, and internal dashboards—ensuring that every interaction reflects the brighthush commitment to excellence.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to inbound and outbound inquiries via email, phone, chat, SMS, and internal messaging platforms. Maintain a high first‑contact resolution rate.
• Ticket & Case Management: Own the lifecycle of each support ticket, from intake to resolution, ensuring adherence to established service level agreements (SLAs) for both B2C and B2B customers.
• Evidence Collection & Issue Resolution: Document every case meticulously, gathering logs, screenshots, and other evidence to diagnose delivery or platform issues accurately.
• Cross‑Functional Collaboration: Partner with Customer Success, Tier 2 Support, Back Office, Menu, and ePayments teams to troubleshoot complex problems and drive continuous improvement.
• Process Improvement: Contribute to the creation and refinement of playbooks, templates, and policies that elevate the support experience and reduce friction.
• Tool Utilization: Leverage cloud‑based tools such as HubSpot, Slack, delivery company portals, and internal dashboards to manage support tasks efficiently.
• Shift Flexibility: Work one of the following 9‑hour shifts—8 AM – 5 PM EST, 12 PM – 9 PM EST, or 4 PM – 1 AM EST—with a 1‑hour meal break. Weekend coverage is required, and additional flexibility may be requested based on business needs.

What You’ll Bring

• Customer Service Expertise: Demonstrated experience in fast‑paced, real‑time support environments—ideally within the restaurant, food delivery, or related industries.
• Technical Proficiency: Comfortable navigating HubSpot, Slack, and other support tools. Experience with delivery driver dispatch or company portals is a plus.
• Communication Skills: Strong written and verbal English. Additional languages are a bonus but not required.
• Remote Work Readiness: Dedicated, quiet workspace at home; reliable high‑speed internet; and the necessary technology to perform at peak efficiency.
• Detail‑Oriented: Ability to document cases thoroughly and communicate clearly with both B2C and B2B clients.

Essential Qualifications

• Minimum 2 years of customer support experience in a high‑volume environment.
• Proficiency with CRM systems (HubSpot preferred) and collaboration tools (Slack, Teams).
• Strong problem‑solving skills and a proactive approach to troubleshooting.
• Excellent time‑management and organizational abilities.
• High emotional intelligence and a genuine passion for helping people.

Preferred Qualifications

• Experience in the restaurant or food delivery sector.
• Knowledge of delivery logistics, driver dispatch, or e‑payment systems.
• Multilingual capabilities (Spanish, French, Mandarin, etc.).
• Familiarity with data analytics tools or basic SQL.
• Previous experience in a remote or distributed team environment.

Skills & Competencies

• Customer‑centric mindset with a focus on delivering exceptional experiences.
• Strong analytical skills to identify root causes and propose solutions.
• Adaptability to changing priorities and evolving product features.
• Team collaboration and the ability to influence cross‑functional stakeholders.
• Resilience under pressure and a commitment to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Agent, you’ll have the chance to:

• Progress to a Senior Support Specialist or Team Lead role.
• Transition into Product Management, Customer Success, or Operations.
• Participate in cross‑departmental projects that shape the future of food delivery technology.
• Access ongoing training, certifications, and mentorship programs.
• Attend industry conferences and workshops to stay ahead of market trends.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach means you’ll work alongside talented professionals from around the globe, all connected through a shared commitment to excellence. We celebrate diversity, encourage open dialogue, and reward creativity. Whether you’re troubleshooting a delivery hiccup or brainstorming a new feature, you’ll feel empowered to make a real difference.

Compensation, Perks & Benefits

• Competitive Base Salary commensurate with experience and market standards.
• Performance‑based bonuses and incentive programs.
• Fully remote work setup with a stipend for home office equipment.
• Flexible work hours with multiple shift options.
• Paid personal and vacation days, plus paid sick leave.
• Health, dental, and vision insurance (for eligible employees).
• 401(k) matching program (for U.S. employees).
• Unlimited learning budget for courses, certifications, and conferences.
• Annual team retreats and social events.
• Opportunity to shape a product that transforms the delivery tech industry.

How to Apply

If you’re ready to bring your customer‑service expertise to a forward‑thinking, impact‑driven company, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can help brighthush continue to empower restaurants worldwide.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, gender identity, sexual orientation, age, disability, or any other protected status.