Senior Customer Service & Phone Specialist – Global (AU/US) – Remote Full‑Time Contract – Expert in Technical Product Support & Sales
About brighthush
brighthush is a trailblazing brand that redefines the way people experience life on the road. We design and manufacture premium campervan and outdoor accessories—magnetic window covers, flyscreens, storage solutions, and more—crafted to fit a wide range of van models with precision and style. Our products are sold exclusively online to a vibrant community of travelers, digital nomads, and adventure seekers across Australia and the United States. With a lean, fully remote team, our founders are deeply involved in every aspect of the business, ensuring that each customer interaction reflects the passion and quality that brighthush stands for.
Our mission is simple: empower people to live, work, and holiday in their vans with confidence, comfort, and style. We do this by combining cutting‑edge design, meticulous engineering, and a customer‑first mindset. If you thrive in a fast‑paced, customer‑centric environment and love helping people solve real‑world problems, brighthush is the place for you.
The Opportunity
We are looking for a seasoned Senior Customer Service & Phone Specialist to become the voice of brighthush across the phone. In this role, you will be the first point of contact for customers who call in to ask whether a product will fit their van, how to install it, or how to place an order. Your expertise will help customers make confident purchasing decisions and ensure a seamless post‑purchase experience.
As a key member of our remote team, you will work closely with our Customer Service Specialist and report directly to the co‑founder. This is a hands‑on, no‑management role that rewards strong communication skills, technical aptitude, and a genuine passion for customer service.
Key Responsibilities
Phone & Pre‑Sales Support
- Answer inbound calls and return voicemails within 5 minutes during business hours.
- Use our fitment guide to determine whether a product will fit a customer’s van model, asking the right questions and providing clear, confident answers.
- Assist customers in selecting the most suitable products and bundles, taking orders over the phone, and following up on quotes.
- Explain product functionality and installation steps before and after purchase, ensuring customers feel empowered and informed.
Written Support & Issue Resolution
- Respond to emails, live chat, and social media messages in a warm, plain, and personal tone.
- Handle order updates, returns, replacements, and delivery issues within company policies and approval limits.
- Escalate complex issues to the appropriate teams while maintaining a high level of customer satisfaction.
Process Improvement & Analytics
- Maintain and update SOPs, reply templates, and the fitment guide as products and policies evolve.
- Identify recurring problems—such as fitment errors, delivery delays, or product faults—document evidence, and collaborate with product and operations teams to implement fixes.
- Track key metrics (response time, customer satisfaction scores, phone order volume) and provide concise weekly updates to the co‑founder.
- Review a sample of team replies each week, offering constructive feedback and best‑practice suggestions.
- Share customer insights with product and operations teams to drive continuous improvement.
What You’ll Need
Essential Qualifications
- Exceptional spoken English, easily understood by Australian and U.S. customers, and comfortable with strong Australian accents. A live phone assessment will be required.
- Excellent written English—your written communication will be as frequent as your phone conversations.
- Minimum of 3 years in a phone‑based customer service or sales role, with a focus on phone interactions rather than occasional calls.
- Proven track record of phone sales or retention against a target.
- High attention to detail and a meticulous approach to documentation.
- Rapid learning of technical products and the ability to explain complex concepts in simple terms.
Strongly Preferred
- Experience in Australian‑facing accounts (BPO, telco, banking, airlines, or retail) where customer service is a priority.
- Background in e‑commerce or high‑ticket purchases, where customers ask many questions before committing.
- Interest in vehicles, van builds, and outdoor lifestyle products.
Nice to Have (We’ll Train You)
- Familiarity with helpdesk platforms such as Gorgias, Shopify, Asana, and Slack.
Work Environment & Culture
- Fully remote role based in the Philippines (or any location that aligns with the required time zone).
- Full‑time, 40 hours per week, Monday to Friday.
- Standard working hours: 8:00 am to 5:00 pm Brisbane time (6:00 am to 3:00 pm Philippine time) with a one‑hour break.
- Expect to respond to Slack messages within 10 minutes during work hours.
- Structured 4‑week onboarding program, including product samples and a written training plan.
- Start date: early January 2027.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and rewarding performance. As a Senior Customer Service & Phone Specialist, you will have a clear path to a Customer Service Lead role, with a pay review upon promotion. You will also gain exposure to product development, operations, and marketing teams, allowing you to broaden your skill set and influence the customer experience from end to end.
We provide ongoing training on new product launches, industry trends, and advanced customer service techniques. You’ll also have access to webinars, e‑learning courses, and mentorship from senior leaders.
Compensation & Benefits
- Competitive hourly rate for full‑time remote work, with a structured pay review after the 6‑month probation period.
- 13th month pay after successful completion of probation.
- Health Maintenance Organization (HMO) coverage for you and your dependents.
- Paid leave (vacation, sick, and personal days) in line with local regulations.
- Seasonal performance bonuses based on individual and team metrics.
- Paid training and onboarding, including product samples shipped to your address.
- Direct line to the co‑founder and real ownership of the customer phone experience.
- Day shift only—no night or weekend shifts.
Our Hiring Process
- Screening questions to assess basic fit.
- One‑on‑one interview to discuss experience and cultural fit.
- 20‑minute live phone role‑play with a strong Australian accent to evaluate phone sales and customer handling skills.
- Final interview with the co‑founder to discuss vision, expectations, and next steps.
- Reference checks conducted by phone.
Why Join brighthush?
When you join brighthush, you become part of a passionate, purpose‑driven team that values creativity, collaboration, and continuous improvement. You’ll have the opportunity to shape the customer journey, influence product development, and grow your career in a supportive, innovative environment.
If you are a seasoned customer service professional with a knack for phone sales, a love for technical products, and a desire to make a real impact, we want to hear from you. Apply today and help us bring the brighthush experience to van owners around the world.
Apply Now
Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can contribute to brighthush’s success.
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