Senior B2B & DTC E‑Commerce Customer Support Specialist – Advanced CRM & Microsoft Office Mastery – Remote Manila, Philippines – Champion Customer Experience Excellence at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re redefining the way businesses connect with their customers. By blending cutting‑edge technology, data‑driven insights, and a human‑centric approach, we empower brands worldwide to deliver interactions that feel personal, efficient, and scalable. Whether it’s a first‑time shopper on a DTC storefront or a long‑standing B2B partner, every touchpoint is an opportunity to create delight. If you’re passionate about turning complex challenges into memorable experiences, brighthush offers the platform, culture, and growth trajectory to elevate your career.

Why brighthush? The Culture That Fuels Innovation

People are the heart of everything we do. Our remote‑first environment thrives on collaboration, continuous learning, and a shared commitment to excellence. As a member of our Customer Support team, you’ll experience:

• Transparent communication across all levels, from leadership to frontline agents.
• Recognition programs that celebrate both individual and team achievements.
• Regular virtual hackathons, knowledge‑sharing sessions, and cross‑departmental projects.
• A supportive community that values work‑life balance, mental well‑being, and personal growth.
• Access to a global network of peers, mentors, and industry experts.

Whether you’re a seasoned support specialist or an emerging talent, brighthush provides the resources and mentorship to accelerate your impact and your career.

Position Overview: Your Role as a Senior Support Specialist

We’re looking for a highly motivated Senior B2B & DTC E‑Commerce Customer Support Specialist to join our remote team in Manila, Philippines. In this role, you will be the frontline advocate for our B2B and DTC customers, ensuring every interaction is handled with speed, accuracy, and empathy. You will collaborate closely with sales, product, and engineering teams to resolve complex issues, streamline processes, and contribute to the continuous improvement of our support ecosystem.

Key Responsibilities

• Order Management & Fulfillment Oversight: Process and validate e‑commerce orders across multiple sales channels, ensuring data integrity and timely fulfillment.
• Customer Inquiry Resolution: Respond to inbound tickets, emails, and live chat conversations with professionalism, turning challenges into opportunities for delight.
• Issue Escalation & Coordination: Identify root causes, collaborate with internal stakeholders, and drive resolution timelines while maintaining clear communication with customers.
• CRM Administration: Maintain accurate records in our CRM platform, including ticket status, customer notes, and follow‑up actions, ensuring data hygiene and audit readiness.
• Process Improvement & Automation: Participate in designing support workflows, creating knowledge base articles, and developing automation scripts to reduce friction and improve first‑contact resolution.
• Performance Metrics & Reporting: Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores, using insights to drive continuous improvement.
• Shift & Holiday Coverage: Commit to a rotational schedule that includes evenings, weekends, and public holidays to support a global customer base, ensuring 24/7 coverage.
• Cross‑Functional Collaboration: Work with product, engineering, and marketing teams to relay customer feedback, influence roadmap decisions, and champion user‑centric design.
• Training & Mentorship: Mentor new hires and share best practices, fostering a culture of knowledge sharing and collective success.

Essential Qualifications

• Minimum of 2–3 years of customer service experience in an online, B2B, or DTC environment.
• Associate degree or equivalent professional experience in a BPO setting.
• Intermediate to advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong written and verbal communication skills in English.
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote work environment.
• Experience with CRM systems, preferably brighthush.
• High level of attention to detail and a commitment to data accuracy.
• Proactive problem‑solving mindset and a passion for delivering world‑class customer experiences.

Preferred Qualifications

• Experience in the technology or SaaS industry, especially with customer support for cloud‑based products.
• Knowledge of e‑commerce platforms such as Shopify, Magento, or WooCommerce.
• Familiarity with ticketing and help desk tools such as Zendesk or Freshdesk.
• Basic understanding of SQL or data querying for reporting purposes.
• Multilingual capabilities beyond English (e.g., Tagalog, Filipino, or other regional languages).
• Previous exposure to remote team collaboration tools such as Slack, Teams, or Asana.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to solve problems.
• Technical Aptitude: Quick learner, comfortable with new software and tools.
• Analytical Thinking: Ability to dissect issues, identify patterns, and propose actionable solutions.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Collaboration: Works effectively with cross‑functional teams and external partners.
• Adaptability: Thrives in a dynamic environment with evolving processes and priorities.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry best practices, and emerging technologies.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst.
• Cross‑departmental projects that broaden your skill set and expose you to new business areas.
• Annual performance reviews that align your career goals with organizational objectives.
• Access to a curated library of e‑learning courses, certifications, and industry conferences.
• Participation in innovation hackathons and idea‑generation workshops that shape the future of customer experience.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the Philippines while staying connected to a vibrant, global team. We celebrate diversity, encourage open dialogue, and foster a collaborative spirit that transcends geographical boundaries. Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions keep the energy high and the learning continuous. At brighthush, you’ll find a supportive community that values work‑life balance, mental well‑being, and personal growth.

Compensation, Perks, and Benefits

• Competitive base salary aligned with market standards for mid‑level customer support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and resolution time.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and a generous paid time off policy.
• Professional development stipend for courses, certifications, and conferences.
• Access to a comprehensive digital benefits platform covering fitness, mental health, and personal growth.
• Employee recognition programs and quarterly team celebrations.
• Opportunity to earn equity or profit‑sharing as you grow with the company.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced environment, and want to grow your career with a forward‑thinking technology partner, we want to hear from you. Click the link below to submit your application and join the brighthush team today.

Apply to this job at brighthush