Seasoned Technical Customer Service Agent – Remote Maternity Leave Replacement – CRM & Telephony Specialist for Digital Marketplace Support – Driving Customer Success in a High‑Volume SaaS Environment

About brighthush

brighthush is a trailblazing technology and analytics powerhouse that fuels the next generation of digital marketplaces. With a laser‑focused mission to revolutionize how consumers discover, evaluate, and purchase used vehicles, brighthush blends data science, machine learning, and customer‑centric design to deliver seamless, trustworthy experiences for millions of users worldwide. Our culture is built on curiosity, collaboration, and a relentless focus on impact. We celebrate diversity, encourage continuous learning, and empower every team member to own their growth trajectory. Whether you’re a seasoned professional or an emerging talent, brighthush offers a dynamic environment where your ideas can shape the future of mobility.

Why This Role Matters

As a Technical Customer Service Agent on our Remote Maternity Leave Replacement team, you will be the frontline guardian of our customer experience. Your expertise in troubleshooting, CRM mastery, and clear communication will directly influence customer satisfaction scores, retention rates, and brand loyalty. In a fast‑paced, data‑driven industry, your role ensures that every interaction is not just a resolution, but an opportunity to reinforce trust in the brighthush brand. This position is a temporary, remote replacement for a maternity leave, but it offers a permanent pathway for the right candidate to grow within brighthush.

About the Role

You will work closely with our support, engineering, product, and quality assurance teams to resolve complex technical issues, improve processes, and elevate the overall customer journey. Your work will be measured by key performance indicators such as average handle time, CSAT, NPS, and escalation rates, but the real impact will be felt in the stories of satisfied customers and the smoother operation of our digital marketplace.

Key Responsibilities

• Customer Inquiry Management: Handle inbound and outbound customer communications across multiple channels—phone, email, chat, and social media—ensuring timely, accurate, and empathetic responses.
• Technical Troubleshooting: Diagnose and resolve complex technical issues related to our digital marketplace platform, including account access, transaction errors, and integration glitches.
• Case Lifecycle Oversight: Create, update, and close customer cases in our CRM (GDC Salesforce), maintaining meticulous documentation and adhering to SLA commitments.
• Process Improvement: Identify recurring pain points, collaborate with cross‑functional teams (Engineering, Product, QA), and propose actionable enhancements to reduce friction and improve first‑contact resolution.
• Knowledge Base Contribution: Author and update knowledge articles, FAQs, and troubleshooting guides to empower both customers and internal teams.
• Metrics & Reporting: Track and analyze key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), net promoter score (NPS), and escalation rates; present insights to leadership.
• Team Collaboration: Participate in daily stand‑ups, knowledge sharing sessions, and continuous improvement workshops to foster a culture of excellence.
• Customer Advocacy: Serve as a voice of the customer within the organization, translating user feedback into actionable product and process enhancements.
• Compliance & Security: Follow data privacy and security protocols when handling sensitive customer information, ensuring compliance with industry regulations.

Essential Qualifications

• Minimum of 3 years of experience in customer service or technical support, preferably within a SaaS or digital marketplace environment.
• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Proficiency with CRM platforms, specifically GDC Salesforce, including case management, workflow automation, and reporting.
• Hands‑on experience with contact center telephony systems and call routing technologies.
• Strong verbal and written communication skills in English, with the ability to convey technical information to non‑technical audiences.
• Demonstrated problem‑solving aptitude, with a methodical approach to diagnosing and resolving issues.
• Experience using collaboration tools such as Slack, Microsoft Teams, or similar platforms.
• Ability to work independently in a remote setting, managing time effectively and maintaining high productivity.
• Familiarity with the automotive or e‑commerce industry is a plus, but not required.

Preferred Qualifications

• Experience in the automotive or e‑commerce industry, understanding of vehicle data, pricing models, and digital transaction flows.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) and the ability to interpret dashboards to drive customer insights.
• Knowledge of API integrations and basic scripting (Python, JavaScript) to troubleshoot integration issues.
• Previous exposure to a high‑volume, high‑velocity support environment with a proven track record of meeting or exceeding SLA targets.
• Multilingual capabilities, especially in French, to support Canada’s bilingual market.
• Experience with agile methodologies and cross‑functional project management.

Skills & Competencies

• Technical Proficiency: Deep understanding of CRM workflows, telephony systems, and basic troubleshooting of web and mobile applications.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose scalable solutions.
• Communication Excellence: Clear, concise, and professional communication across all mediums.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new tools, processes, and product updates.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and driving collective success.
• Time Management: Prioritize tasks, manage multiple cases simultaneously, and meet deadlines without compromising quality.
• Continuous Learning: Proactive attitude toward skill development and staying current with industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. This role serves as a launchpad for several career pathways:

• Senior Technical Support Specialist: Deepen your technical expertise and mentor junior agents.
• Support Team Lead: Oversee a team of agents, shape support strategy, and influence product roadmap.
• Product Specialist / Analyst: Transition into product management or data analytics, leveraging your frontline insights.
• Cross‑Functional Projects: Join initiatives that span engineering, marketing, and operations, driving innovation across the organization.
• Leadership Development: Participate in leadership training programs and mentorship circles to prepare for future managerial roles.

We invest in continuous learning through internal training programs, access to industry conferences, and a generous budget for external certifications. Whether you’re sharpening your Salesforce skills or exploring new programming languages, brighthush supports your professional development.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Canada, including Toronto, while staying connected to a vibrant, collaborative team. We value:

• Flexibility: Flexible hours that accommodate your personal commitments and peak productivity times.
• Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Well‑Being: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Community: Quarterly virtual team events, hackathons, and volunteer opportunities that strengthen bonds beyond the screen.
• Innovation Hub: A culture that rewards experimentation, rapid prototyping, and data‑driven decision making.

Compensation & Benefits

Competitive salary range: CAD 41,600 – 47,840 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision coverage for you and your dependents.
• Retirement savings plan with company match.
• Paid time off (PTO) and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Technology stipend for home office setup.
• Annual performance bonus potential based on company and individual metrics.
• Access to a company‑wide wellness program, including mindfulness sessions and ergonomic assessments.

How to Apply

Ready to bring your technical acumen and customer‑first mindset to brighthush? Click the link below to submit your application and join a team that’s redefining the automotive digital marketplace.