Seasoned Remote Customer Support Executive – 6‑Month Fixed‑Term Contract (US) – Elevate Client Experience in the Global Diamond Marketplace at brighthush

About brighthush

brighthush is not just a marketplace; it’s a revolution in the natural and lab‑grown diamond industry. Founded in 2017, we have built a digital ecosystem that connects buyers, sellers, and industry experts through cutting‑edge technology, transparent processes, and a relentless focus on customer excellence. From sourcing and grading to logistics and payment, brighthush streamlines every step of the diamond supply chain, making high‑quality gems accessible, affordable, and ethically sourced for consumers worldwide.

Our mission is simple yet ambitious: to democratize the diamond experience by combining industry expertise with innovative technology. We believe that every customer deserves a seamless, trustworthy, and personalized journey—whether they’re a first‑time buyer or a seasoned collector. To achieve this, we rely on a team of passionate professionals who share our values of integrity, innovation, and service.

Whether you’re a seasoned industry veteran or a fresh talent eager to learn, brighthush offers a dynamic environment where your contributions directly shape our growth and the satisfaction of our global clientele.

Why Join brighthush?

• Fully Remote, US‑Based: Work from anywhere in the United States while collaborating with a diverse, global team.
• Fast‑Paced Scale‑Up: Experience the thrill of rapid growth, continuous product launches, and evolving customer needs.
• Career Growth & Learning: Access to mentorship, training programs, and the opportunity to shape new processes.
• Vibrant Culture: A low‑hierarchy, intellectually stimulating environment that values creativity, ownership, and teamwork.
• Impactful Work: Your role will directly influence customer satisfaction and the scalability of brighthush’s marketplace.
• Innovation at Scale: Be part of a company that uses data, AI, and automation to transform the diamond industry.
• Inclusive Community: A workforce that celebrates diversity, encourages open dialogue, and supports personal growth.

Key Responsibilities

As a Remote Customer Support Executive, you will be the frontline advocate for our clients, ensuring a seamless experience across all touchpoints. Your day‑to‑day tasks will include:

• Responding to customer inquiries via live chat, WhatsApp, and email with a focus on speed and accuracy.
• Diagnosing and resolving issues related to orders, payments, product information, and platform usage.
• Collaborating with product, engineering, and logistics teams to identify root causes and implement long‑term solutions.
• Tracking and reporting on key performance indicators such as response time, resolution time, and customer satisfaction scores.
• Setting and refining personal KPIs to drive continuous improvement and align with team goals.
• Maintaining a deep understanding of our product roadmap to anticipate customer needs and provide proactive support.
• Documenting common issues and creating knowledge‑base articles to empower both customers and internal teams.
• Participating in regular cross‑functional meetings to share insights, flag trends, and contribute to product enhancements.
• Ensuring compliance with data privacy regulations and internal security protocols when handling sensitive customer information.

Essential Qualifications

• Minimum 2 years of experience in online customer support, live chat, and call centers.
• Demonstrated ownership mindset: taking full responsibility for customer outcomes.
• Exceptional organizational skills with the ability to juggle multiple platforms and priorities.
• Proactive, forward‑thinking attitude—anticipating problems before they arise.
• Assertive communication style, capable of voicing customer concerns to cross‑functional stakeholders.
• Strong collaboration skills, comfortable working with diverse teams across product, engineering, and operations.
• Basic understanding of the diamond industry or luxury goods sector is a plus.

Preferred Qualifications

• Experience with Zendesk or similar ticketing systems.
• Native or full professional proficiency in Spanish or French.
• Background in the luxury goods or e‑commerce sector.
• Knowledge of diamond grading, certification, or supply‑chain processes.
• Experience with data analytics tools (e.g., Google Analytics, Tableau).

Skills & Competencies

Success at brighthush requires a blend of technical proficiency and soft‑skill excellence:

• Customer‑First Mindset: Empathy, patience, and a genuine desire to solve problems.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Problem‑Solving: Analytical thinking to diagnose issues and recommend actionable solutions.
• Adaptability: Thriving in a fast‑moving environment with frequent product updates.
• Time Management: Prioritizing tasks to meet tight deadlines without compromising quality.
• Tech Savvy: Comfortable navigating multiple software tools and learning new platforms quickly.
• Collaboration: Ability to work effectively with cross‑functional teams and influence stakeholders.
• Data‑Driven Decision Making: Using metrics to guide actions and improve processes.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Customer Support Executive, you will:

• Participate in quarterly skill‑building workshops covering advanced customer service techniques, product knowledge, and industry trends.
• Receive mentorship from senior leaders who will guide your professional development and help you set clear career goals.
• Have the chance to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Operations Analyst based on performance and interests.
• Contribute to cross‑functional projects that shape the future of our marketplace, giving you exposure to product strategy, data analytics, and process improvement.
• Access to a learning stipend for courses, certifications, or conferences that align with your career path.
• Opportunity to lead initiatives that improve customer experience, such as creating new support workflows or enhancing the knowledge base.

Work Environment & Culture

brighthush fosters a culture that values:

• Transparency: Open communication channels and honest feedback loops.
• Collaboration: Cross‑team initiatives that break down silos and encourage shared ownership.
• Innovation: A safe space to experiment, iterate, and bring fresh ideas to life.
• Inclusivity: A diverse workforce where every voice is heard and respected.
• Work‑Life Balance: Flexible schedules and a results‑oriented approach that respects personal commitments.
• Recognition: Regular shout‑outs, peer recognition programs, and milestone celebrations.
• Community: Virtual team‑building events, quarterly company‑wide gatherings, and volunteer opportunities.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive package that includes:

• Competitive hourly or fixed‑term salary aligned with industry standards.
• Performance‑based bonuses tied to individual and team KPIs.
• Health, dental, and vision insurance options for eligible employees.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, or conferences.
• Access to a digital wellness platform and mental health resources.
• Regular virtual team‑building events and quarterly company‑wide gatherings.
• Flexible work hours and a results‑oriented approach that respects personal commitments.
• Opportunity to work with cutting‑edge tools such as Zendesk, Intercom, and advanced analytics platforms.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to be part of a company that is reshaping the diamond industry, we would love to hear from you.

Submit your application through the link below and join brighthush in creating a brighter future for customers worldwide.