Senior Customer Care & Technical Support Specialist – Data Recovery & Digital Preservation Expert – 100% Remote, 2–4 Years Experience – Join brighthush's Innovative Remote‑First Team

About brighthush and the Data Recovery Revolution

In a world where every click, swipe, and upload creates a digital footprint, the loss of that data can feel like a personal tragedy. At brighthush, we’re not just a tech company; we’re a lifeline for people and businesses who rely on their digital memories. Our mission is simple yet profound: to recover, preserve, and protect the data that matters most. Every day, our global, fully‑remote team harnesses cutting‑edge hardware, proprietary software, and deep technical expertise to bring lost files back to life—whether it’s a corrupted SSD, a damaged smartphone, or a failed RAID array.

We’ve earned a reputation for excellence, innovation, and a customer‑centric approach that sets industry standards. Our commitment to green practices, continuous learning, and a vibrant, family‑like culture means that every team member feels empowered to make a real impact. If you’re looking for a role where your work translates into tangible, heartfelt outcomes, brighthush is the place for you.

Why Join the brighthush Customer Care Team?

• Fully Remote, 100% Telecommute: Work from anywhere with a reliable internet connection—no commute, no office walls.
• Ongoing Training & Certification: We invest in your growth with industry‑leading courses, certifications, and hands‑on labs.
• Virtual Team Culture: Regular game nights, virtual coffee breaks, and community outreach events keep us connected.
• Sustainability Focus: From paperless workflows to energy‑efficient data centers, we actively reduce our carbon footprint.
• Competitive Compensation: Base salary, performance bonuses, and a comprehensive benefits package that grows with you.
• Clear Career Pathways: Move into senior support, technical lead, or customer success roles with transparent promotion criteria.

About the Role

As a Senior Customer Care & Technical Support Specialist, you’ll be the first point of contact for customers navigating data loss. Your role blends empathetic customer service with sharp technical insight, ensuring every client feels heard, informed, and confident throughout the recovery journey. You’ll partner closely with our data recovery engineers, translating complex technical findings into clear, actionable updates for our customers.

Key Responsibilities

• Inbound Support: Receive, triage, and resolve pre‑service, service, and post‑service calls from customers who have submitted devices for recovery.
• Outbound Follow‑Up: Proactively reach out to update customers on recovery progress, clarify next steps, and ensure satisfaction.
• Engineer Collaboration: Work hand‑in‑hand with data recovery engineers to interpret technical findings and translate them into customer‑friendly explanations.
• Technical Guidance: Answer questions about the recovery process, potential outcomes, and pricing, ensuring customers feel informed and confident.
• Documentation: Accurately log all interactions, decisions, and outcomes in our CRM system to maintain a single source of truth.
• Process Improvement: Identify recurring issues or bottlenecks and collaborate with cross‑functional teams to refine support workflows.
• Quality Assurance: Participate in regular quality reviews, providing feedback on call recordings and written communications to uphold our high service standards.
• Mentorship: Share best practices with junior team members and contribute to the continuous improvement of our support knowledge base.
• Performance Metrics: Meet or exceed key performance indicators such as average handling time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• 2–4 years of customer‑facing experience, preferably in a technical support or sales environment.
• Associate or Bachelor’s degree in Communications, Business, Information Technology, or a related field, or equivalent professional experience.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
• Strong interpersonal skills and a genuine desire to help people recover precious memories.
• High attention to detail and a meticulous approach to documentation and problem‑solving.
• Self‑motivated and capable of working independently while also thriving in a collaborative team setting.
• Ability to analyze customer needs, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Passion for staying ahead of emerging technologies and industry trends.

Preferred Qualifications

• Experience in data recovery, IT support, or a related technical field.
• Knowledge of common data storage formats (HDD, SSD, RAID, USB, SD cards) and recovery tools.
• Familiarity with CRM platforms such as brighthush.
• Previous remote work experience and proficiency with virtual collaboration tools such as brighthush.
• Multilingual abilities—fluency in Spanish, French, or other languages is a plus.

Skills & Competencies for Success

• Customer‑Centric Mindset: Empathy, patience, and a proactive attitude toward solving customer problems.
• Technical Aptitude: Comfortable learning new software, troubleshooting hardware issues, and staying current with data recovery advancements.
• Communication Excellence: Clear, concise, and engaging communication across email, chat, and phone.
• Problem‑Solving: Analytical thinking to diagnose issues, propose solutions, and follow through to resolution.
• Time Management: Ability to juggle multiple cases, prioritize effectively, and meet SLA targets.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to industry‑leading training courses, certifications, and conferences.
• Clear career pathways from Customer Care Representative to Senior Support Specialist, Technical Lead, or Customer Success Manager.
• Regular performance reviews with actionable feedback and growth plans.
• Cross‑departmental projects that allow you to broaden your skill set and network across the organization.
• Opportunities to lead initiatives such as knowledge‑base updates, training modules, or process‑improvement projects.

Work Environment & Company Culture

Our culture is built on trust, respect, and a shared commitment to excellence. Here’s what you can expect:

• Remote‑first flexibility that supports work‑life balance.
• Inclusive, supportive environment where every voice is heard.
• Regular virtual team gatherings, game nights, and recognition events.
• Eco‑friendly initiatives such as paperless workflows, energy‑efficient data centers, and community sustainability projects.
• Open communication channels with leadership and transparent decision‑making.
• Collaborative problem‑solving culture that values diverse perspectives.
• Celebration of milestones, both personal and professional, to keep morale high.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, we offer a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction and recovery success rates.
• Health, dental, and vision insurance (for eligible employees).
• Paid time off, sick leave, and flexible holiday scheduling.
• 401(k) matching and retirement planning resources.
• Professional development stipend and reimbursement for certifications.
• Monthly snack and beverage stipend for remote workers.
• Access to a digital wellness program and mental health resources.
• Annual company‑wide retreat and optional in‑office meet‑ups.

What Our Employees Say

• “Fun work environment, rewarding knowing that we get irreplaceable data back for customers.”
• “Amazing work environment. Excellent incentives that encourage us all.”
• “Friendly, inviting, and supportive work environment.”
• “Great training, room for growth.”
• “Engaging and manageable workload.”
• “Each day brings new challenges with new and older technology.”
• “Snacks and beverages are stocked regularly.”
• “You feel valued as an employee. Comfortable work environment and strong incentives.”
• “Drawings for various concerts, regular season and championship playoff tickets, and other cool attractions are commonplace.”
• “It’s Apply for this job