Senior Customer Service Representative – Ecommerce Order Management & Live Chat Specialist – 40 Hours/Week, Remote, at brighthush

About brighthush and the Future of Online Beauty

brighthush is more than a cosmetics brand – it’s a movement that redefines how consumers experience beauty online. By blending science, sustainability, and a customer‑first philosophy, we deliver high‑quality, cruelty‑free products that empower people to feel confident in their skin. Our digital storefront is a living ecosystem where data, design, and human connection converge to create seamless shopping journeys. If you’re passionate about the intersection of technology, customer service, and retail, and you want to grow your career in a dynamic, supportive environment, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Every interaction you handle shapes our brand’s reputation and directly influences customer loyalty.
• Growth Opportunities: We invest in continuous learning, mentorship programs, and clear career pathways from frontline support to leadership roles.
• Inclusive Culture: Diversity, equity, and inclusion are core values. We celebrate different perspectives and foster a collaborative atmosphere.
• Competitive Compensation: A comprehensive pay package that rewards performance and dedication.
• Perks & Benefits: Flexible work arrangements, wellness programs, employee discounts, and more.

Position Overview

As a Senior Customer Service Representative at brighthush, you will be the frontline ambassador for our customers. You’ll manage a high volume of support tickets across email, live chat, and messaging platforms, ensuring every query is resolved with professionalism, empathy, and brand consistency. Your role will be pivotal during product launches, site‑wide sales, and peak periods, where your agility and problem‑solving skills will shine.

Work Schedule & Flexibility

• Full‑time: 40 hours per week.
• Standard shift: Monday – Sunday, 8:00 AM – 4:00 PM PT.
• During product launches: chat may open 1 hour earlier.
• During site‑wide sales: chat coverage may extend from 5:00 AM – 7:00 PM PT.
• Flexibility to support weekends and peak periods is highly valued.

Key Responsibilities

• Handle inbound customer support tickets across email, live chat, and messaging platforms with a focus on speed and accuracy.
• Respond to product inquiries, order management requests, and reward program questions, ensuring a seamless customer journey.
• Manage returns and exchanges, including warranty and defect‑related concerns, following established SOPs.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims, coordinating with logistics partners when necessary.
• Update and manage orders in Shopify, including address changes, cancellations, and special instructions.
• Ensure all interactions are brand‑aligned, professional, and customer‑focused, reflecting brighthush’s values.
• Meet or exceed targets for CSAT, first response time, and resolution time, contributing to overall team performance.
• Maintain accurate documentation and updates in Gorgias and internal tracking tools, ensuring data integrity.
• Support volume surges during sales, launches, weekends, and special campaigns, maintaining high service quality.
• Collaborate with internal teams—Product, Fulfillment, Marketing—to ensure operational continuity and issue resolution.

Essential Qualifications

• Proven experience as a Customer Service Representative in ecommerce, with a track record of handling high ticket volumes.
• Strong written English communication skills and a customer‑first mindset.
• Experience with order management, returns, and shipping‑related inquiries.
• Ability to remain calm, accurate, and professional during peak volume periods.
• Strong attention to detail and ability to follow workflows and SOPs.
• Comfortable working weekends, extended hours, or fluctuating schedules when needed.
• Experience with Gorgias, Shopify, or similar platforms is a strong advantage.

Preferred Qualifications

• Experience in a fast‑paced, high‑growth ecommerce environment.
• Familiarity with data analysis tools (Google Sheets, Excel) for reporting and trend identification.
• Knowledge of customer loyalty programs and incentive structures.
• Previous exposure to cross‑functional collaboration with marketing, fulfillment, and product teams.
• Multilingual capabilities to support a global customer base.

Skills & Competencies

• Communication: Clear, concise, and empathetic written communication.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Proficiency: Comfortable navigating multiple platforms (Shopify, Gorgias, Loop, Google Workspace).
• Time Management: Prioritize tasks and manage time efficiently in a fast‑moving environment.
• Team Player: Collaborate effectively with colleagues across departments.
• Adaptability: Thrive in a dynamic setting with evolving processes and priorities.
• Customer‑Centricity: Consistently put the customer’s needs at the forefront of every interaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Service Representative, you’ll have access to:

• Mentorship programs with senior leaders in Customer Experience and Operations.
• Cross‑training sessions on product development, marketing campaigns, and fulfillment processes.
• Leadership development workshops focused on communication, conflict resolution, and team management.
• Clear promotion pathways to roles such as Customer Experience Manager, Operations Lead, or Product Support Lead.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Company Culture

brighthush’s culture is built on transparency, collaboration, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Real‑time communication channels (Slack, Teams).
• Access to a shared knowledge base and internal wikis.
• Regular virtual coffee breaks and team‑building activities.

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 CSAT, first response time, and resolution metrics.
• Health, dental, and vision insurance options.
• 401(k) matching program.
• Paid time off (PTO) and holiday schedule.
• Employee wellness program (gym memberships, mental health resources).
• Generous employee discount on all brighthush products.
• Continuous learning stipend for courses, certifications, and conferences.

How to Apply

Ready to make a difference in the lives of thousands of customers while advancing your career? Submit your application through our careers portal or click the link below to apply directly.

Apply to this position at brighthush

Join brighthush Today!

We’re looking for dedicated, customer‑obsessed professionals who thrive in a fast‑paced, data‑driven environment. If you’re ready to take on new challenges, collaborate with a talented team, and grow your career in the ecommerce industry, we want to hear from you. Apply now and become a vital part of brighthush’s journey to redefine online shopping.