Seasoned Remote Customer Service Specialist – High‑Speed Internet Support, Billing & Account Management for Rural Broadband Solutions at brighthush – Championing Digital Inclusion, Reliable Connectivity, and Empowering Rural Communities

About brighthush

brighthush is more than a high‑speed wireless internet provider; we are a movement dedicated to erasing the digital divide that has long kept rural communities behind their urban counterparts. By harnessing cutting‑edge C‑band spectrum technology and deploying a nationwide network of state‑of‑the‑art modems, we deliver broadband speeds that rival city‑wide offerings to homes, businesses, schools, and public institutions in underserved regions. Our mission is simple yet profound: connect every corner of the country with dependable, affordable internet. As we expand our footprint across the nation, we are looking for passionate, customer‑centric professionals to join our remote team and help us bring the future of connectivity to the next frontier.

Why brighthush?

At brighthush, we believe that technology should empower people, not exclude them. Our culture is built on innovation, collaboration, and a relentless focus on customer experience. Working with us means:

• Impactful Work: Every interaction you have helps a family, a small business, or a school stay connected and thrive.
• Remote Flexibility: Fully remote roles with flexible scheduling that respects your work‑life balance.
• Growth Mindset: Continuous learning opportunities, mentorship, and clear career pathways.
• Inclusive Environment: A diverse workforce that values different perspectives and fosters belonging.
• Competitive Compensation: Market‑aligned base pay, performance bonuses, and comprehensive benefits.

About the Role

As a Remote Customer Service Specialist at brighthush, you will be the frontline ambassador of our brand. You will handle a wide spectrum of customer interactions—phone, email, chat, and self‑service portals—providing timely, accurate, and empathetic support. Your role is pivotal in shaping the customer experience, ensuring that every touchpoint reflects brighthush’s commitment to excellence, empathy, and innovation. You will also collaborate closely with technical teams to troubleshoot connectivity issues and with the billing department to resolve account discrepancies.

Key Responsibilities

• Customer Interaction & Support: Deliver outstanding service across multiple channels (phone, email, chat, and self‑care portals). Resolve inquiries related to plan selection, service activation, connectivity troubleshooting, and billing questions.
• Account Management: Accurately update customer records, process plan changes, upgrades, downgrades, and cancellations. Ensure all account actions are logged in the CRM and comply with company policies.
• Billing & Payment Resolution: Investigate and resolve billing discrepancies, payment failures, and disputes. Communicate payment options and assist customers in setting up auto‑pay or payment plans.
• Technical Troubleshooting: Diagnose basic connectivity problems using remote diagnostic tools. Escalate complex technical issues to the Field Service Team or Technical Support Engineers with clear, concise documentation.
• Self‑Care Promotion: Guide customers through self‑service options such as account portals, mobile apps, and knowledge base articles. Encourage adoption of self‑care to reduce repeat contacts.
• Feedback & Continuous Improvement: Capture customer feedback, identify trends, and collaborate with cross‑functional teams to improve processes, scripts, and knowledge base content.
• Compliance & Quality Assurance: Adhere to all company policies, data privacy regulations, and quality standards. Participate in regular quality reviews and coaching sessions.
• Team Collaboration: Work closely with Sales, Technical Support, and Field Service teams to ensure a seamless customer journey from onboarding to ongoing support.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of experience in a customer service or technical support role, preferably in telecommunications or internet services.
• Strong verbal and written communication skills in English; proficiency in additional languages is a plus.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and remote diagnostic tools.
• Excellent problem‑solving skills and the ability to remain calm under pressure.
• Self‑motivated, detail‑oriented, and able to work independently in a remote environment.
• Reliable high‑speed internet connection, a quiet workspace, and a dedicated phone line.

Preferred Qualifications

• Experience troubleshooting wireless broadband or C‑band spectrum technologies.
• Knowledge of billing systems and payment processing.
• Previous remote work experience with a distributed team.
• Certifications in customer service excellence or technical support (e.g., HDI, ITIL).
• Demonstrated ability to upsell or cross‑sell services while maintaining customer satisfaction.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to solve problems.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting hardware/software issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Time Management: Ability to prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
• Adaptability: Thrive in a fast‑moving environment with evolving products and processes.
• Collaboration: Work effectively with cross‑functional teams and share insights to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced team members.
• Regular training sessions on new technologies, product updates, and customer service best practices.
• Opportunities to transition into technical support, field service, or account management roles.
• Leadership development tracks for high performers interested in team management.
• Access to industry conferences, webinars, and certifications at no cost.
• Cross‑departmental shadowing to broaden your skill set and understanding of the business.

Work Environment & Company Culture

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant community of colleagues. We celebrate diversity, encourage open communication, and foster a sense of belonging through:

• Weekly virtual coffee chats and team huddles.
• Monthly town‑hall meetings with executive leadership.
• Employee resource groups focused on inclusion, sustainability, and community impact.
• Annual volunteer days where teams can give back to local communities.
• Flexible scheduling that respects personal commitments and promotes work‑life balance.
• Digital collaboration tools that keep remote teams aligned and engaged.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Technology stipend to support your home office setup.

How to Apply

If you are a customer‑first professional with a passion for technology and a desire to make a tangible difference in rural communities, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’ll review your application promptly and schedule a conversation to explore how your skills align with our mission.

Join brighthush Today

Be part of a mission‑driven team that values innovation, empathy, and excellence. Your expertise will help millions of people stay connected, learn, and thrive. Apply now and become a key player in transforming the broadband landscape across the nation.