Senior ASL‑Fluent Customer Support Specialist – Remote, Part‑Time – Driving Inclusive Communication, Empowerment, and Seamless Accessibility for Deaf & Hard‑of‑Hearing Communities at brighthush

About brighthush

brighthush is not just a technology company; it is a global movement that redefines how people connect across hearing boundaries. Founded on the belief that accessibility is a universal right, brighthush creates cutting‑edge video communication platforms that dissolve the barriers between hearing and non‑hearing users. Our products empower individuals, businesses, and institutions to collaborate, innovate, and thrive—no matter their hearing ability. At brighthush, the mission is simple yet powerful: to make high‑quality, accessible customer support a reality for everyone.

Why This Role Matters

As a Senior ASL‑Fluent Customer Support Specialist, you become the living embodiment of brighthush’s commitment to inclusion. Your daily interactions shape how Deaf and Hard‑of‑Hearing customers experience our products, ensuring every conversation is respectful, efficient, and empowering. If you are passionate about service, fluent in American Sign Language (ASL), and eager to make a tangible difference, this role is your platform to shine.

Role Overview

This remote, part‑time position offers the flexibility to balance personal commitments while making a real impact. You will provide multimodal support—live video, chat, and email—to a diverse customer base. Your responsibilities will include troubleshooting technical issues, guiding users through product features, and advocating for accessibility improvements. Your work will directly influence product development, customer satisfaction scores, and the overall reputation of brighthush as a leader in inclusive technology.

Key Responsibilities

• Multimodal Customer Support
  • Deliver prompt, professional, and empathetic assistance to Deaf and Hard‑of‑Hearing callers via live video calls, using ASL as the primary communication medium.
  • Respond to written inquiries in clear, concise English through live chat and email, ensuring accessibility and understanding.
  • Diagnose and resolve product or service issues, guiding customers step‑by‑step through troubleshooting processes.
  • Escalate complex or technical problems to higher‑level support or product teams while keeping the customer informed and supported.
• Client Education & Empowerment
  • Educate clients on the full range of brighthush features, with a focus on tools that enhance accessibility for the Deaf community.
  • Develop and deliver personalized onboarding sessions, ensuring clients can confidently use our services.
  • Provide ongoing support and best‑practice tips to help clients maximize value from our platform.
• Documentation & Insight Generation
  • Maintain accurate, detailed records of all customer interactions, issues, and resolutions in our CRM system.
  • Identify recurring patterns or pain points and share actionable insights with the Customer Support Manager and product teams.
  • Contribute to knowledge‑base articles and FAQ updates to improve self‑service options.
• Collaboration & Continuous Improvement
  • Partner with cross‑functional teams—product development, QA, and marketing—to refine the customer journey.
  • Participate in weekly team meetings, training sessions, and performance reviews to stay aligned with company goals.
  • Offer feedback on new features or service enhancements from a customer perspective.
• Quality Assurance & Compliance
  • Adhere to brighthush’s service standards, ensuring every interaction meets our high‑quality benchmarks.
  • Undergo a screening process by our Quality Assurance Manager to confirm ASL proficiency and readiness for the role.
  • Accept routine call observations—live, recorded, or post‑call surveys—to maintain and elevate service quality.

Essential Qualifications

• ASL Proficiency Interview (ASLPI) rating of 3 or higher, or willingness to pass an equivalent screening by the Quality Assurance Manager.
• High school diploma or equivalent.
• 1–2 years of experience in customer support, service, or a related field.
• Excellent communication skills in both ASL and written English.
• Strong problem‑solving abilities and the capacity to handle challenging situations with patience and professionalism.
• Basic computer literacy, including familiarity with CRM systems and video communication platforms.

Preferred Qualifications

• Prior experience working with the Deaf and Hard‑of‑Hearing community.
• Knowledge of video communication technologies and their application in customer support.
• Experience in a tech support or help desk role.

Skills & Competencies

• Empathy & Cultural Sensitivity – Ability to understand and respect the unique needs of Deaf and Hard‑of‑Hearing clients.
• Technical Aptitude – Quick learner of new software, troubleshooting tools, and platform updates.
• Time Management – Efficiently juggle multiple support tickets while maintaining high service quality.
• Team Player – Collaborative mindset, open to feedback, and proactive in sharing insights.
• Adaptability – Comfortable with evolving processes, tools, and customer expectations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Support Specialist, you will have access to:

• Structured onboarding and continuous training programs focused on product knowledge, advanced ASL techniques, and customer‑centric communication.
• Mentorship from senior support leaders and product managers.
• Clear career pathways to roles such as Senior Support Specialist, Support Team Lead, or Product Advocate.
• Opportunities to contribute to product development, ensuring our solutions remain truly accessible.

Work Environment & Culture

brighthush thrives on a culture of inclusion, transparency, and innovation. Even though this is a remote, part‑time position, you will feel part of a tight‑knit team that values:

• Open communication and regular check‑ins.
• Work‑life balance, with flexible scheduling to accommodate personal commitments.
• Recognition of achievements through shout‑outs, spot bonuses, and quarterly awards.
• A commitment to continuous improvement, where every team member’s voice is heard.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers:

• Competitive hourly rate for part‑time hours.
• Paid time off and flexible scheduling.
• Access to a comprehensive benefits package, including health, dental, and vision coverage for full‑time employees (and prorated options for part‑time).
• Professional development stipend for courses, certifications, or conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to make a difference? Submit your application through the link below. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to Join brighthush Today

Closing Statement

At brighthush, we’re not just building a support team—we’re building a community that champions accessibility and inclusion. If you’re an empathetic communicator fluent in ASL, eager to help others, and ready to grow within a forward‑thinking organization, we want to hear from you. Join us and turn every conversation into an opportunity to empower.