Seasoned Tier 1 Customer Care Specialist – Remote Technical Support & Troubleshooting Expert for brighthush’s Innovative Vehicle‑to‑Government (V2Gov) Platform

About brighthush

brighthush is a trailblazer in the Vehicle‑to‑Government (V2Gov) arena, redefining how vehicles, businesses, government agencies, and drivers interact across the United States. With a single, cloud‑native platform that streamlines titling, registration, and compliance for all 50 states, brighthush is at the forefront of automating and simplifying the complex world of motor‑vehicle administration. Our mission is to empower every stakeholder—drivers, fleet operators, dealerships, and state agencies—with real‑time, secure, and effortless access to the data and services they need to move forward.

Why Join brighthush?

At brighthush, we believe that our people are the engine of innovation. We cultivate an Employee‑First culture where every voice is heard, every idea is valued, and every team member is encouraged to grow. Our remote‑first environment offers flexibility, autonomy, and the opportunity to collaborate with a diverse, high‑performing team spread across the country. Whether you’re a seasoned support professional or a rising star in customer experience, brighthush provides the tools, training, and career pathways to help you thrive.

Role Overview

As a Senior Tier 1 Customer Care Specialist, you will be the frontline advocate for brighthush’s customers. You’ll handle inbound calls, support tickets, and proactive outreach, delivering Tier 1 support that resolves standard and recurring issues while ensuring a seamless, customer‑centric experience. Your role will involve troubleshooting, configuration assistance, and one‑on‑one training, all while maintaining meticulous documentation and collaborating across teams to resolve complex challenges.

Key Responsibilities

• Customer Interaction: Receive and respond to customer inquiries via inbound call queue, ticketing systems, and live chat, ensuring a friendly, respectful, and solution‑focused tone.
• Tier 1 Troubleshooting: Diagnose and resolve standard technical, billing, and configuration issues, applying best practices and knowledge base resources.
• Proactive Support: Conduct one‑on‑one training sessions for new and existing customers, helping them maximize the value of brighthush’s V2Gov platform.
• Escalation Management: Identify complex or recurring issues, refer them to internal experts or management, and follow up to guarantee timely resolution.
• Documentation & Reporting: Log all customer interactions, status updates, and resolutions in the CRM; generate reports to track trends and identify improvement opportunities.
• Security & Compliance: Apply appropriate security protocols (e.g., PIN verification, identity checks) to protect customer data and maintain regulatory compliance.
• Cross‑Functional Collaboration: Work closely with product, engineering, and sales teams to share insights, provide feedback, and drive continuous improvement.
• Customer Advocacy: Champion the customer’s voice within brighthush, ensuring that their needs and concerns shape product enhancements and service delivery.

Essential Qualifications

• Minimum 3 years of experience in client services, technical support, or a related role within the technology or software industry.
• Proficiency with Microsoft Office, Salesforce.com (or similar CRM), and contact center software.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Demonstrated ability to troubleshoot hardware, software, and user‑access issues.
• High School Diploma or GED; or a bachelor’s degree or higher in a related field (preferred).
• Experience handling high‑volume inbound calls and support tickets in a fast‑paced environment.
• Commitment to delivering exceptional customer experiences and maintaining high satisfaction scores.

Preferred Qualifications

• Background in automotive industry software support.
• Experience in contact center operations, including workforce management, forecasting, and call monitoring.
• Knowledge of V2Gov regulations and state‑level vehicle titling/registration processes.
• Certifications in customer service or technical support (e.g., HDI, ITIL).

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help.
• Problem‑Solving: Analytical thinking, root‑cause analysis, and creative solution development.
• Technical Aptitude: Quick learning of new software, APIs, and configuration settings.
• Adaptability: Ability to thrive in a dynamic, remote work environment with evolving priorities.
• Collaboration: Strong teamwork skills, comfortable working across departments and time zones.
• Time Management: Prioritization of tasks, meeting SLA targets, and maintaining accurate documentation.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on new platform features, industry trends, and customer success strategies.
• Opportunities to transition into advanced support roles, product management, or customer success leadership.
• Cross‑functional projects that broaden your skill set and expose you to different facets of the business.
• Annual performance reviews with clear pathways for advancement and salary progression.

Work Environment & Culture

brighthush embraces a remote‑first model, empowering you to work from anywhere while staying connected through virtual collaboration tools, weekly team huddles, and quarterly all‑hands meetings. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different backgrounds, perspectives, and ideas.
• Innovation: Encouragement to experiment, iterate, and bring fresh solutions to the table.
• Transparency: Open communication from leadership, clear goals, and shared success metrics.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and support for mental and physical well‑being.

Compensation & Benefits

Hourly Rate: $22.00 – $24.00 (dependent on experience, location, and skill set). Benefits Package:

• Comprehensive health, dental, and vision coverage for you and your family.
• Tax‑advantaged accounts: Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Generous Paid Time Off (PTO) and paid holidays.
• Pet insurance and life & disability insurance.
• Accident & hospital, critical illness insurance.
• Retirement planning options, including 401(k) with company match.
• Tuition reimbursement for approved courses and certifications.
• Employee Assistance Program (EAP) and wellness resources.
• Employee discount program and partner benefits.

How to Apply

If you’re passionate about delivering world‑class customer support and want to be part of a company that’s reshaping the vehicle‑government ecosystem, we’d love to hear from you. Submit your application through our careers portal or click the link below to explore this opportunity further.

Apply to this job at brighthush

Closing Statement

At brighthush, every interaction you have with a customer is an opportunity to make a real difference. Your expertise will help streamline vital processes for state agencies, empower businesses, and ultimately keep drivers safe and compliant on the road. Join us, and together we’ll drive the future of vehicle‑to‑government technology—one customer at a time.