Seasoned Remote Customer Support Specialist – Affordable Housing Services & Resident Engagement
About brighthush
At brighthush, we’re on a mission to transform the way affordable housing is delivered across the United States. By combining cutting‑edge technology, data‑driven insights, and a deep commitment to community well‑being, we empower residents, prospective tenants, and property partners to find, maintain, and thrive in homes that fit their needs and budgets. Our remote support team is the frontline of this mission, ensuring that every call, email, and online inquiry is handled with empathy, precision, and professionalism.
Why Join brighthush?
- Impact at Scale: Every interaction you handle directly influences the quality of life for thousands of residents and helps shape the future of affordable housing.
- Flexible Remote Work: Work from the comfort of your home in Mexico, with a fully equipped home office and a schedule that fits your lifestyle.
- Professional Growth: Access to continuous learning, cross‑functional projects, and leadership mentorship that will accelerate your career in customer experience and housing services.
- Competitive Compensation: Earn $5.50 USD per hour, paid weekly in arrears, with the flexibility of an independent contractor arrangement.
- Inclusive Culture: A diverse, collaborative environment that values emotional intelligence, data integrity, and a passion for service.
Key Responsibilities
As a Remote Customer Support Specialist at brighthush, you will be the trusted voice for residents, prospective tenants, and third‑party representatives. Your day-to-day tasks will span three core functions:
1. Maintenance Support
- Receive inbound calls from residents reporting maintenance issues for their units, community grounds, or entire buildings.
- Ask targeted, open‑ended questions to fully understand the problem, ensuring you capture every detail necessary for a swift resolution.
- Log all information accurately into the YardiOne portal, including caller details, issue description, and any relevant photos or documents.
- Verify that all data fields are complete and clear, enabling maintenance teams to schedule and complete work orders efficiently.
2. Housing Locator
- Handle inbound inquiries from prospective tenants seeking affordable housing options or waitlist information.
- Collect comprehensive data on tenant preferences, income, household size, and desired move‑in dates.
- Utilize YardiOne to match candidates with available properties, generate detailed lists of suitable units, and capture waitlist status.
- Deliver property lists via email or physical mail within a 48‑hour turnaround, ensuring a seamless experience for the caller.
3. Open‑Line Support
- Respond to calls from residents and authorized third parties regarding concerns, compliments, or requests unrelated to maintenance.
- Employ probing questions to gather context, then document formal reports in the designated web portal.
- Route each report to the appropriate property leadership based on predefined criteria, such as prior contact history or severity of the issue.
- Handle sensitive topics—abuse, security concerns, eviction notices—with professionalism, objectivity, and strict adherence to policy.
- Maintain emotional composure at all times, refraining from personal opinions or apologies in formal documentation.
Essential Qualifications
- Fluent in spoken and written English, with excellent listening and questioning skills.
- Proven experience in customer service, call center operations, or a related field.
- Strong attention to detail and organizational prowess, capable of managing multiple inquiries simultaneously.
- Proficiency with web‑based systems, data entry, and online portals such as YardiOne.
- Ability to remain calm, objective, and professional in emotionally charged situations.
- Self‑motivated, independent worker who can thrive in a remote environment.
- Reliable attendance, punctuality, and commitment to a fixed schedule.
Preferred Qualifications
- Prior experience in affordable housing, property management, maintenance coordination, or formal complaint reporting.
- Familiarity with housing management systems and real‑time data dashboards.
- Background in handling sensitive or confidential information with discretion.
- Experience working as an independent contractor or in a flexible, remote setting.
Technical Requirements (Non‑Negotiable)
To ensure a seamless experience for both residents and the brighthush team, you must meet the following technical criteria:
- Windows 11 PC (Mac not supported)
- Minimum 16 GB RAM
- Intel i5 processor or higher
- Dual monitors for multitasking
- Webcam and wired USB headset
- Fiber internet with a wired Ethernet connection
- Backup power solution (UPS or generator)
- Microsoft Teams and Office 365 installed and fully functional
Applications that do not meet these requirements will not proceed in the hiring process.
Compensation & Contract Details
- Rate: $5.50 USD per hour
- Payment: Weekly in arrears
- Contract Type: Independent Contractor
- Work Arrangement: Fully remote, based in Mexico only
- Training: Paid training provided to ensure you’re equipped for success
Work Schedule & Shift Availability
Shifts run between 6:00 AM and 10:00 PM MST. You must be available to work any of the following schedules, with two consecutive days off each week:
- 6:00 AM–3:00 PM: Saturday–Wednesday
- 10:00 AM–7:00 PM: Monday–Friday
- 1:00 PM–10:00 PM: Monday–Friday
- 1:00 PM–10:00 PM: Saturday–Wednesday
- 1:00 PM–10:00 PM: Thursday–Monday
Your assigned shift will be determined by business needs, so please apply only if you’re comfortable with all available options.
The Hiring Process
Our streamlined, multi‑stage process ensures we find the best fit for both you and brighthush:
- Resume Review
- Pre‑Screen Questionnaire
- One‑Way Video Interview
- Pre‑Screen Interview
- Live Interviews
- Background Check
Successful completion of all stages is required for consideration.
Why Your Skills Matter at brighthush
At brighthush, we believe that the heart of affordable housing lies in the quality of our interactions. Your ability to listen, ask the right questions, and document with precision directly influences the speed and effectiveness of our service delivery. By mastering the YardiOne portal and adhering to our rigorous documentation standards, you’ll become an indispensable part of a system that supports thousands of residents every day.
Career Growth & Learning Opportunities
- Access to a curated library of industry webinars, certifications, and best‑practice guides.
- Mentorship from senior customer experience leaders who will help you refine your communication and problem‑solving skills.
- Opportunities to transition into roles such as Customer Success Manager, Operations Analyst, or Housing Program Coordinator.
- Regular performance reviews that highlight your impact and identify growth pathways.
Work Environment & Culture at brighthush
Our remote team thrives on collaboration, transparency, and a shared commitment to service excellence. We celebrate diversity, encourage open dialogue, and provide the tools you need to succeed from anywhere. Whether you’re troubleshooting a maintenance request or guiding a prospective tenant through the application process, you’ll feel supported by a culture that values your contributions and promotes work‑life balance.
Compensation, Perks, and Benefits
- Competitive hourly rate with weekly payouts.
- Paid training and onboarding to ensure you’re fully equipped.
- Access to a virtual wellness program, including mindfulness sessions and health resources.
- Flexible scheduling that respects your personal commitments.
- Opportunity to work with a forward‑thinking organization that is reshaping affordable housing.
Ready to Make a Difference?
If you’re a dedicated, detail‑oriented professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your passion for customer service, your knack for precise documentation, and your commitment to emotional composure, and you’ll help brighthush deliver exceptional support to residents and partners across the country.
Apply today and become a vital part of a mission that transforms lives—one call at a time.
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