Seasoned Remote Customer Support Specialist – Multi‑Channel Technical & Non‑Technical Assistance – Competitive Compensation – Join brighthush

About brighthush

brighthush is a trailblazing technology company that redefines how businesses connect with their customers. With a global footprint and a passion for innovation, we empower brands to deliver seamless, personalized experiences across every touchpoint. Our mission is simple: to make customer interactions effortless, engaging, and memorable. As we continue to grow, we’re looking for talented individuals who share our commitment to excellence and want to be part of a dynamic, inclusive, and forward‑thinking team.

Why Work With Us?

At brighthush, we believe that great people create great products. That’s why we invest heavily in our people, offering:

• Competitive base salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans (including tele‑health options)
• Generous paid time off, including paid parental leave and volunteer days
• Unlimited learning budget for courses, certifications, and conferences
• Flexible work hours and a fully remote environment that supports work‑life balance
• Regular team‑building events, virtual coffee chats, and a vibrant internal community
• Access to cutting‑edge tools and a culture that encourages experimentation and innovation

Position Overview

As a Remote Customer Support Specialist at brighthush, you will be the frontline ambassador for our customers, ensuring that every interaction is handled with professionalism, empathy, and efficiency. You will work across multiple channels—email, live chat, and occasionally phone—to resolve technical and non‑technical inquiries, while collaborating closely with our Customer Success and Product teams to continuously improve our support ecosystem.

Key Responsibilities

• Respond to customer inquiries via email and live chat, providing timely, accurate, and courteous solutions.
• Diagnose and troubleshoot technical issues, escalating to engineering when necessary while keeping customers informed.
• Utilize active listening and empathy to understand customer pain points and deliver personalized support.
• Collaborate with the Customer Success team to draft, review, and update email templates and Knowledge Base articles.
• Participate in bug‑reporting and bug‑hunting initiatives, documenting findings and working with developers to resolve defects.
• Track and analyze support metrics (e.g., response time, resolution rate, CSAT) to identify trends and recommend process improvements.
• Maintain a deep understanding of our product suite, staying current with new releases and feature updates.
• Contribute to a culture of continuous learning by sharing insights, best practices, and customer feedback with the broader team.
• Adhere to company policies, quality standards, and compliance requirements in all customer interactions.
• Support the onboarding of new team members by providing mentorship and sharing knowledge.

Essential Qualifications

• Minimum of 2 years of experience in a customer support or technical support role, preferably in a SaaS or tech environment.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Strong written communication skills with the ability to convey complex information clearly and concisely.
• Excellent problem‑solving abilities and a methodical approach to troubleshooting.
• Empathy and patience when dealing with frustrated or upset customers.
• Ability to work independently in a remote setting while staying connected with a distributed team.
• Basic technical knowledge of web technologies (HTML, CSS, JavaScript) and API concepts is a plus.
• Experience with data analysis tools (Excel, Google Sheets) and reporting dashboards.
• High level of organization and time‑management skills, with the ability to juggle multiple priorities.

Preferred Qualifications

• Experience in a high‑volume support environment with a proven track record of meeting or exceeding SLA targets.
• Knowledge of customer success metrics and the ability to translate data into actionable insights.
• Familiarity with agile development practices and collaboration tools (Jira, Confluence).
• Multilingual support capabilities (e.g., Spanish, French, Mandarin) to serve a global customer base.
• Previous involvement in creating or maintaining a knowledge base or community forum.
• Certifications in customer support, ITIL, or related fields.

Core Competencies & Skills

• Customer‑Centric Mindset: Always put the customer first and strive to exceed expectations.
• Technical Aptitude: Quickly grasp new technologies and troubleshoot effectively.
• Communication Excellence: Articulate ideas clearly, both in writing and verbally.
• Collaboration & Teamwork: Work seamlessly with cross‑functional teams in a virtual environment.
• Adaptability: Thrive in a fast‑moving, constantly evolving industry.
• Analytical Thinking: Use data to drive decisions and improve processes.
• Self‑Motivation: Take initiative and manage your own workload with minimal supervision.

Career Growth & Development

At brighthush, we’re committed to your professional growth. As a Remote Customer Support Specialist, you’ll have the opportunity to:

• Advance to a Senior Support Engineer or Customer Success Manager role.
• Transition into product management, quality assurance, or technical writing.
• Lead a support team or become a subject‑matter expert in a specific product line.
• Participate in cross‑departmental projects that shape the future of our platform.
• Earn certifications and attend industry conferences at no cost to you.

Our Culture & Work Environment

brighthush is built on a foundation of trust, transparency, and collaboration. Even though we’re a fully remote organization, we foster a sense of community through:

• Weekly virtual town halls where leadership shares updates and answers questions.
• Monthly themed virtual coffee breaks that bring together employees from different regions.
• Peer‑to‑peer recognition programs that celebrate achievements and milestones.
• Inclusive hiring practices that value diversity of thought, background, and experience.
• A flexible work schedule that respects personal commitments while ensuring coverage across time zones.

Compensation & Benefits

While specific figures vary based on experience and location, we offer:

• A competitive base salary that reflects your expertise and the value you bring.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance with a generous coverage plan.
• 401(k) matching (or equivalent) to help you plan for the future.
• Paid time off, including vacation, sick leave, and personal days.
• Paid parental leave and support for new parents.
• Unlimited learning stipend for courses, certifications, and conferences.
• Wellness resources, including mental health support and mindfulness programs.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a remote setting, and want to grow with a forward‑thinking company, we’d love to hear from you. Submit your application through our careers portal and join the brighthush family today!