Seasoned Remote Customer Service & Billing Specialist – Champion Global CX Excellence, Billing Expertise, Data‑Driven Support, and Customer Success at brighthush – Prince Edward Island, Canada

About brighthush

brighthush is more than a customer experience (CX) consultancy; it is a global movement that redefines how brands connect with their audiences. With a presence in 10 countries and a vibrant community of over 18,000 CX professionals, brighthush blends cutting‑edge artificial intelligence, advanced data analytics, and genuine human empathy to help businesses—from nimble startups to Fortune 500 leaders—transform every customer touchpoint into a loyalty‑building experience. Our “globally local” philosophy means we bring deep industry expertise while tailoring solutions to the unique cultural and market nuances of each region. As a remote‑first organization, brighthush champions flexibility, inclusivity, and continuous learning, ensuring that every team member can thrive regardless of geography.

Why This Role Matters

In the fast‑paced world of customer experience, billing and payment interactions are often the first point of friction between a brand and its customers. As a Remote Customer Service & Billing Specialist, you will be the frontline advocate for brighthush’s clients, turning potential pain points into opportunities for delight. Your work will directly influence customer satisfaction scores, reduce churn, and elevate the overall brand perception of our partners. By mastering the art of empathy, data‑driven problem solving, and consultative communication, you will help shape the future of CX across diverse industries.

Key Responsibilities

• High‑Volume Support: Handle a high volume of inbound calls, live chats, and emails related to billing, payments, service upgrades, and promotional offers, ensuring each interaction is resolved with precision and care.
• Active Listening & Insight: Listen actively to understand each customer’s unique needs, leveraging data insights to provide tailored, proactive solutions.
• Full‑Lifecycle Issue Resolution: Own the entire issue resolution lifecycle—from troubleshooting to final confirmation—ensuring a smooth, positive experience that exceeds expectations.
• Multi‑System Navigation: Navigate multiple computer systems, including CRM platforms, knowledge bases, billing software, and AI‑driven support tools, to research and resolve issues efficiently.
• Accurate Documentation: Document all interactions, outcomes, and follow‑up actions in the CRM, creating new tickets when necessary and maintaining accurate records for audit and reporting purposes.
• WOW Delivery: Deliver a “WOW” factor in every interaction through clear communication, empathy, and a consultative mindset that aligns with brighthush’s brand values.
• Continuous Improvement: Participate in regular 1:1 coaching sessions with your supervisor to refine skills, set performance goals, and receive constructive feedback.
• Process Innovation: Contribute to process improvements by sharing best practices, identifying bottlenecks, and proposing innovative solutions that enhance efficiency and customer satisfaction.
• Compliance & Security: Maintain compliance with company policies, industry regulations, and data privacy standards, ensuring that all customer information is handled securely.
• Cross‑Functional Collaboration: Collaborate with cross‑functional teams—such as Product, Finance, and Marketing—to align billing strategies with broader business objectives.
• Product Expertise: Act as a subject‑matter expert on billing products, staying current with new features, updates, and industry trends.
• Knowledge Sharing: Participate in quarterly knowledge‑sharing sessions to keep the team informed about emerging technologies and best practices.

Essential Qualifications

• Minimum 6 months of customer service experience, preferably in a billing or technical support role.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and concisely.
• Proficiency with multiple computer systems, including CRM platforms, knowledge bases, and billing software.
• Excellent problem‑solving abilities and a consultative approach to customer interactions, with a track record of turning challenges into opportunities.
• High emotional intelligence, patience, and the ability to remain calm under pressure, especially during peak call volumes.
• Self‑motivation and a results‑oriented mindset, with a proven ability to meet or exceed service level agreements (SLAs).
• Reliable home office setup with a hard‑wired internet connection, a quiet workspace, and a high‑definition webcam and headset.
• Legal eligibility to work in Canada and a minimum age of 18.
• Basic understanding of billing concepts such as invoicing, payment processing, and subscription management.

Preferred Qualifications

• Experience with call center metrics and performance dashboards, such as average handle time (AHT), first‑contact resolution (FCR), and customer satisfaction (CSAT) scores.
• Knowledge of billing software or payment processing systems, including credit card authorization, ACH, and subscription management platforms.
• Previous remote work experience with a proven track record of self‑discipline, time management, and proactive communication.
• Multilingual capabilities to serve a diverse customer base, with proficiency in at least one additional language beyond English.
• Familiarity with AI‑driven support tools and chatbots, and a willingness to experiment with emerging technologies to improve service quality.
• Experience in a SaaS or subscription‑based business model.
• Certifications in customer service, billing, or related fields.

Core Skills & Competencies

• Customer‑First Mindset: Always prioritize the customer’s experience and satisfaction, ensuring that every interaction reflects brighthush’s commitment to excellence.
• Active Listening: Capture details accurately and respond with empathy, turning every conversation into a meaningful connection.
• Problem Solving: Diagnose issues quickly, think critically, and propose effective solutions that align with business goals.
• Time Management: Balance multiple tasks while meeting service level agreements, demonstrating efficiency and reliability.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies, embracing change as an opportunity for growth.
• Team Collaboration: Share insights, support peers, and contribute to a culture of continuous improvement and collective success.
• Data‑Driven Decision Making: Leverage analytics and reporting tools to identify trends, measure performance, and inform strategy.
• Technical Proficiency: Navigate CRM systems, billing platforms, and AI tools with confidence and precision.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Remote Customer Service & Billing Specialist, you will have access to a wealth of resources designed to accelerate your growth:

• Structured Onboarding: A comprehensive onboarding program that covers product knowledge, customer psychology, advanced troubleshooting, and the latest CX trends.
• Continuous Learning Modules: Self‑paced courses, webinars, and workshops that keep you at the forefront of industry best practices.
• Mentorship Programs: Pairing with experienced leaders who provide guidance, career advice, and support for your professional aspirations.
• Internal Job Boards: Transparent visibility into open roles across sales, technical support, operations, product management, and more.
• Annual Performance Reviews: Goal‑aligned reviews that celebrate achievements, identify growth areas, and map out clear career trajectories.
• Project Leadership: Opportunities to lead initiatives, pilot new tools, and influence the future of customer experience at brighthush.
• Cross‑Functional Exposure: Rotational programs that allow you to work with different departments, broadening your skill set and network.
• Certification Support: Reimbursement for industry‑recognized certifications related to customer service, billing, or data analytics.

Work Environment & Culture at brighthush

Our culture is built on the pillars of inclusivity, transparency, innovation, well‑being, and community. As a remote team member, you’ll experience:

• Inclusivity: A barrier‑free workplace that welcomes diverse perspectives, backgrounds, and ideas.
• Transparency: Open communication channels, honest feedback loops, and a culture that values candor and trust.
• Innovation: Encouragement to experiment, learn, and iterate on processes, with a focus on continuous improvement.
• Well‑Being: Programs that support mental, physical, and financial health, including wellness stipends, flexible scheduling, and mental health resources.
• Community: Regular virtual events, team‑building activities, and volunteer opportunities that foster connection and purpose.
• Work‑Life Balance: Flexible scheduling that respects personal commitments, with a focus on results rather than rigid hours.
• Remote‑First Infrastructure: State‑of‑the‑art collaboration tools, secure VPN access, and a dedicated budget for home office equipment.
• Recognition & Rewards: Peer‑to‑peer shoutouts, quarterly awards, and a culture of celebrating both individual and team achievements.

Compensation & Benefits Overview

While the exact figures may vary based on role and experience, you can expect:

• Competitive hourly wage with a clear path to increase based on performance and tenure.
• Health, dental, and vision coverage (where applicable) to protect you and your family.
• Employee assistance program for personal and professional support, including counseling and financial planning.
• Flexible scheduling to accommodate personal commitments and promote work‑life harmony.
• Referral bonuses and recognition programs that celebrate your contributions and the growth of the team.
• Paid time off, holidays, and sick leave, ensuring you have the time you need to recharge.
• Professional development budget to fund courses, certifications, and conferences that align with your career goals.
• Annual wellness stipend to support fitness, mindfulness, or other well‑being initiatives.
• Access to a company‑wide knowledge base and internal learning platform.

Why Join brighthush

At brighthush, you’ll be part of a forward‑thinking organization that places customer delight at the core of everything we do. You’ll collaborate with passionate professionals who are constantly pushing the boundaries of CX, leveraging AI, data, and human insight to create memorable experiences. Whether you’re a seasoned specialist or just starting your journey in billing and support, brighthush offers a platform where your expertise can shine, your ideas can shape strategy, and your career can evolve in a supportive, inclusive environment.

How to Apply

Ready to make a difference? Submit your application through our secure portal. We’ll review your qualifications, conduct a pre‑employment assessment, and schedule an interview. Our hiring process is designed to be fair, inclusive, and respectful of your time, with clear communication at every step.

Important Notes

• This position is a remote role based in Prince Edward Island, Canada. Applicants must be legally eligible to work in Canada and have a suitable home office setup.

• The role does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program due to its remote nature.

• We are committed to providing an inclusive and barrier‑free work environment. If you require accommodations during the hiring process, please let us know, and we will keep your information confidential.

• All applications will be screened using AI‑assisted tools to ensure fairness and consistency. Human reviewers will always oversee final decisions.