Seasoned Remote Customer Support Specialist – Client Relations & Project Coordination – Part‑Time – Elevate Client Experience & Drive Project Success at brighthush – Pioneering Construction Technology Solutions

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re not just building structures; we’re shaping the future of the built environment. Leveraging cutting‑edge technology and a deep reservoir of industry expertise, we deliver projects that stand the test of time—from soaring commercial towers to sustainable residential communities and critical infrastructure. Our guiding principle, “Developing Tomorrow,” reflects our relentless pursuit of innovation, disciplined execution, and a culture that values every team member’s contribution.

Why brighthush is the Ideal Launchpad for Your Career

Whether you’re a seasoned professional or just starting out, brighthush offers a collaborative environment where ideas are heard, growth is nurtured, and your work has a tangible impact. We empower our people with mentorship, continuous learning, and clear pathways to advancement. If you thrive in a setting that blends creativity with precision, brighthush is the place to elevate your career.

About the Construction Technology Landscape

The construction industry is undergoing a seismic shift. Digital twins, AI‑driven project analytics, and modular fabrication are redefining how we design, build, and maintain infrastructure. At brighthush, we are at the forefront of this transformation, integrating advanced software platforms with on‑site execution to deliver faster, safer, and more sustainable projects. As a Remote Customer Support Specialist, you will be part of a team that translates these innovations into real‑world value for our clients.

Role Overview

As a Remote Customer Support Specialist, you will be the primary liaison between our clients, project stakeholders, and internal teams. Based from your home office in Toronto, you’ll work a 20‑hour per week schedule, managing all client inquiries, coordinating communications, and ensuring every interaction reflects our high standards of quality and care. Your role is pivotal in maintaining client satisfaction, streamlining support workflows, and contributing to the overall success of our projects.

Key Responsibilities

• First‑Line Client Engagement: Serve as the initial point of contact for all client and stakeholder inquiries, delivering timely, accurate, and courteous responses via phone, email, and chat.
• Communication Coordination: Facilitate clear, concise communication between clients, project managers, and field teams, documenting all interactions in our ticketing system.
• Ticket Management: Prioritize, assign, and track support tickets, ensuring timely resolution and maintaining a high level of customer satisfaction.
• Project Insight: Collaborate closely with the construction management team to resolve client questions, address concerns, and provide updates on project milestones.
• Knowledge Base Maintenance: Build and maintain a comprehensive knowledge base of project details, policies, and procedures to enable quick and effective support.
• Process Improvement: Identify recurring issues or opportunities for process improvement and propose actionable solutions that enhance the client experience.
• Team Collaboration: Participate in regular team meetings, share insights, and contribute to continuous improvement initiatives.
• Data Accuracy: Ensure all client data and project information are accurately entered and updated in our CRM and project management tools.
• Compliance & Confidentiality: Adhere to all company policies, industry regulations, and confidentiality agreements when handling client information.

Essential Qualifications

• Proven experience in customer service or client support roles, preferably within a project‑centric or construction environment.
• Excellent verbal and written communication skills in English, with the ability to convey complex information clearly and professionally.
• Strong organizational skills and the ability to manage multiple inquiries and tasks independently while maintaining high accuracy.
• Demonstrated commitment to integrity, empathy, and a client‑first mindset.
• Proficiency with customer support tools (e.g., proprietary support platform, ticketing systems) and collaboration platforms (e.g., brighthush, brighthush).
• Self‑motivated, proactive, and comfortable working remotely with minimal supervision.

Preferred Qualifications

• Experience in the construction, engineering, or real‑estate sectors.
• Knowledge of project management methodologies (e.g., Agile, Waterfall) and familiarity with construction project workflows.
• Basic understanding of construction terminology, contracts, and regulatory requirements.
• Experience with CRM systems and a track record of data entry accuracy.
• Fluency in additional languages is a plus.

Skills & Competencies

• Client‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent time‑management and prioritization abilities.
• Adaptability to changing priorities and a dynamic work environment.
• Team‑player attitude with a willingness to collaborate across departments.
• High level of professionalism, confidentiality, and ethical conduct.

Key Success Metrics & Performance Indicators

At brighthush, we believe that measurable outcomes drive continuous improvement. As a Remote Customer Support Specialist, you will be evaluated against the following key performance indicators:

• First‑Response Time: Average time taken to acknowledge a client inquiry.
• Resolution Time: Average duration from ticket creation to final resolution.
• Client Satisfaction Score (CSAT): Post‑interaction survey rating.
• Ticket Volume Managed: Number of tickets handled per week.
• Knowledge Base Utilization: Frequency of knowledge base references in support interactions.
• Process Improvement Initiatives: Number of actionable suggestions implemented per quarter.

Tools & Technology Stack

To empower you to deliver exceptional support, brighthush provides a robust suite of digital tools:

• Ticketing & CRM: Our proprietary platform, integrated with project management dashboards.
• Collaboration: brighthush, brighthush, and secure video Apply for this job