Seasoned Remote Customer Support Executive – 6‑Month Fixed‑Term Contract (US) – Elevate Client Experience, Resolve Complex Issues, and Drive Satisfaction in the Global Diamond Marketplace at brighthush

About brighthush

brighthush is more than a digital marketplace; it’s a revolution in how the world discovers, evaluates, and purchases diamonds. Founded in 2017, we built a fully integrated, technology‑driven ecosystem that connects buyers, sellers, and industry experts through transparent processes, real‑time data, and an unwavering commitment to 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: democratize the diamond experience by marrying industry expertise with cutting‑edge technology. We believe 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.

About the Role

As a Remote Customer Support Executive, you will be the frontline advocate for our clients, ensuring a seamless experience across all touchpoints. You will act as the bridge between customers and the internal teams that power brighthush’s platform, turning every interaction into an opportunity to reinforce trust, delight, and loyalty.

Key Responsibilities

• Customer Interaction: Respond to inquiries via live chat, WhatsApp, email, and phone with a focus on speed, accuracy, and empathy.
• Issue Diagnosis & Resolution: Identify root causes of order, payment, product, and platform issues, and implement effective solutions.
• Cross‑Functional Collaboration: Work closely with product, engineering, logistics, and finance teams to resolve complex problems and improve processes.
• Performance Tracking: Monitor and report on key metrics such as response time, resolution time, first‑contact resolution, and CSAT scores.
• Process Improvement: Contribute to the development of SOPs, knowledge‑base articles, and automated workflows that enhance efficiency.
• Product Advocacy: Stay current on product roadmap updates and proactively communicate upcoming changes to customers.
• Compliance & Security: Ensure all customer data is handled in accordance with GDPR, CCPA, and internal security protocols.
• Trend Analysis: Identify recurring issues or emerging patterns and present actionable insights to leadership.
• Continuous Learning: Participate in ongoing training to deepen product knowledge and customer service best practices.

Essential Qualifications

• Minimum 2 years of experience in online customer support, live chat, or call center environments.
• Demonstrated ownership mindset: taking full responsibility for customer outcomes and driving results.
• Exceptional organizational skills with the ability to juggle multiple platforms, priorities, and deadlines.
• 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, Intercom, 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, Power BI).

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 a learning stipend for courses, certifications, or conferences that align with your career path.
• 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.

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