Seasoned Tier 2 Customer Support Specialist – Remote, Multi‑Channel Service & Compliance Expert – brighthush

About brighthush

brighthush is a pioneering force in the live‑streaming and interactive media arena, delivering high‑traffic, real‑time video chat experiences to millions of users worldwide. Founded in 1996, we evolved from a niche platform into a global powerhouse, now powering over 200 million monthly visitors and processing more than 80 million ad impressions each day. Our mission is simple yet ambitious: to empower creators and audiences alike with cutting‑edge technology, seamless user experiences, and robust compliance frameworks that keep our community safe, inclusive, and thriving.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the backbone of any successful digital platform. Our remote teams operate across the United States, and we’re looking for talented individuals who thrive in a fast‑paced, high‑volume environment. If you’re passionate about helping people, enjoy solving complex problems, and want to grow your career in a tech‑driven culture, brighthush is the place for you.

Position Overview

As a Tier 2 Customer Support Specialist, you will be the second line of defense for our users, handling escalated inquiries that require deeper technical knowledge and regulatory insight. You will work across phone, live chat, and email, providing timely, accurate, and empathetic solutions while upholding brighthush’s standards for privacy, compliance, and customer satisfaction. This role is fully remote, offering the flexibility to work from anywhere in the United States while collaborating with a global team of experts.

Key Responsibilities

• Escalated Issue Resolution: Diagnose and resolve complex account, billing, and product functionality problems that Tier 1 cannot solve, ensuring a smooth user experience.
• Compliance & Privacy Guidance: Ensure all interactions adhere to industry regulations, internal policies, and our community code of conduct, safeguarding user data and platform integrity.
• Fraud & Risk Management: Conduct first‑line reviews of suspicious activity, flag potential fraud, and coordinate with the risk team for escalation and mitigation.
• Multi‑Channel Support: Deliver consistent, high‑quality service via phone, live chat, and email, maintaining a professional tone across all mediums.
• Knowledge Base Enhancement: Identify gaps in documentation and collaborate with the knowledge‑management team to create or update help articles, improving self‑service for users.
• Data Accuracy: Update customer records, log interactions, and maintain meticulous documentation in our CRM system, ensuring data integrity and audit readiness.
• Team Collaboration: Work closely with Tier 1 agents, product specialists, and compliance officers to ensure seamless handoffs and continuous improvement.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores, driving operational excellence.
• Process Improvement: Participate in regular retrospectives and propose enhancements to support workflows, tools, and policies.
• Training & Mentorship: Mentor new Tier 2 agents and contribute to onboarding materials, fostering a culture of knowledge sharing.

Essential Qualifications

• Minimum of 2 years of customer support experience, preferably in a tech or media environment.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical users.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk) and CRM platforms.
• Experience handling billing inquiries, subscription management, and payment gateway troubleshooting.
• Knowledge of privacy regulations (GDPR, CCPA) and a solid understanding of compliance best practices.
• Exceptional problem‑solving skills and a keen eye for detail.
• Ability to multitask in a high‑volume environment while maintaining a calm, empathetic demeanor.
• Valid driver’s license and reliable internet connection for remote work.
• Basic understanding of API integrations and third‑party service troubleshooting.

Preferred Qualifications

• Experience in the live‑streaming or digital advertising industry.
• Familiarity with fraud detection tools and risk assessment frameworks.
• Knowledge of API integrations and basic troubleshooting of third‑party services.
• Experience with data analytics tools (e.g., Tableau, Power BI) to track support metrics.
• Multilingual capabilities, especially in Spanish or Mandarin.
• Previous exposure to compliance audits or regulatory reporting.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help users succeed and a commitment to delivering exceptional service.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Adaptability: Comfortable navigating shifting priorities and new technologies.
• Team Player: Willingness to collaborate across departments and share knowledge.
• Time Management: Efficiently juggle multiple tickets while maintaining quality.
• Technical Aptitude: Quick learner who can master new software and troubleshoot technical problems.
• Compliance Awareness: Understanding of data protection laws and ethical handling of user information.
• Communication Excellence: Clear, concise, and empathetic communication across written and verbal channels.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Tier 2 Representative, you’ll have access to:

• Structured mentorship programs with senior support engineers and product managers.
• Regular training sessions on new platform features, compliance updates, and advanced troubleshooting.
• Clear career pathways to roles such as Senior Support Specialist, Support Lead, or Product Support Engineer.
• Cross‑functional projects that expose you to product development, data science, and marketing teams.
• Annual performance reviews that align your goals with the company’s strategic objectives.
• Opportunities to contribute to open‑source projects and community initiatives.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels, from weekly town halls to real‑time Slack updates.
• Innovation: Encouragement to experiment, propose new ideas, and iterate quickly.
• Work‑Life Balance: Flexible schedules, generous paid time off, and a focus on mental health.
• Community Impact: Initiatives that give back to local communities and support global causes.
• Continuous Learning: Access to a learning library, conference stipends, and certification reimbursements.

Compensation & Benefits

We offer a competitive hourly rate of $19.50 per hour, with the potential for overtime and performance bonuses. Our comprehensive benefits package includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development stipend for courses, certifications, and conferences.
• Employee assistance program and mental health resources.
• Flexible work hours and remote work stipend.
• Access to wellness programs and virtual fitness classes.

Eligibility & Application Process

This remote role is open to candidates residing in the following U.S. states: Arizona, California, Colorado, Indiana, New York, Oklahoma, Tennessee, and Texas. Applicants from other states may be considered on a case‑by‑case basis.

To apply, please submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Tier 2 Support team. We’ll review your application promptly and schedule a virtual interview if your background aligns with our needs.

Why brighthush?

Joining brighthush means becoming part of a forward‑thinking, customer‑first organization that is reshaping the live‑streaming landscape. You’ll work with passionate teammates, tackle challenging problems, and see the direct impact of your work on millions of users worldwide. If you’re ready to elevate your support career and contribute to a platform that values innovation, compliance, and community, we want to hear from you.

Apply Today

Ready to make a difference? Click the link below to submit your application and start your journey with brighthush.