Senior Customer Support Specialist – Early Shift (English‑Speaking Markets) – Global Wellness Tech Leader at brighthush

Welcome to brighthush – Where Wellness Meets Innovation

At brighthush, we’re redefining the future of the wellness industry by blending boutique fitness with cutting‑edge technology. Our all‑in‑one platform empowers studios, gyms, and wellness providers to manage bookings, payroll, marketing, and more—all from a single, intuitive dashboard. With a robust AI backbone and a global community of partners, we’re accelerating international growth and delivering measurable commercial success to our clients.

We’re currently in an exciting phase of expansion, backed by €30 million in funding, and we’re looking for a dedicated, English‑speaking Customer Support Specialist to join our early‑shift team. If you thrive in a fast‑paced, remote environment and love solving real‑world problems for a diverse, global customer base, we want to hear from you.

Role Overview

As the first point of contact for our clients during the early shift, you’ll be the heartbeat of brighthush’s support operations. Your day starts at 06:00 Barcelona time, when clients in Australia, Singapore, Hong Kong, and the UK are in the middle of their day. You’ll handle a high volume of inquiries, resolve standard requests, and seamlessly hand off complex cases to Level 2 support or Account Management.

Key Responsibilities

• First‑Line Support: Respond to chat and email inquiries from the overnight queue, ensuring a first‑reply within 4 staffed hours.
• Issue Resolution: Handle standard requests such as passes, subscriptions, bookings, member inquiries, invoice issues, and branded app how‑to questions.
• Escalation Management: Identify cases that require deeper investigation or decision‑making, and hand them off to Level 2 with complete context.
• Queue Hygiene: Maintain a clean, organized queue by the end of your shift, ensuring no conversation remains unanswered beyond the first‑reply target.
• Feedback Loop: Flag recurring questions and gaps in the help centre, especially those affecting APAC clients, to drive continuous improvement.
• Collaboration: Work closely with Level 2 escalations, Account Management, Onboarding, and Quality Analysts to deliver a seamless customer experience.

Success Metrics

• Fin handoffs picked up within 15 minutes.
• Overnight queue cleared by 09:00 on a normal day.
• Handle approximately 400 conversations per month at full productivity.
• Maintain a CSAT score of 4.4 or higher.
• Zero “no‑reply” incidents for conversations that request a personal touch.

What You’ll Learn in the First 90 Days

1. Month 1 – Onboarding & Shadowing: Intensive product training and shadowing on the day shift (09:00–18:00). You’ll review real conversations and receive feedback to build confidence.
2. Month 2 – Transition to Early Shift: Move to the 06:00 shift, working alongside an experienced morning‑shift specialist. You’ll gain autonomy on standard requests in English.
3. Month 3 – Full Productivity: Reach near‑full productivity, meet quality benchmarks, and occasionally cover the morning shift solo when your partner is off.

Essential Qualifications

• Minimum 1 year of customer support experience, preferably in software or SaaS environments.
• Native or fluent English proficiency; strong written communication skills.
• Comfortable with learning a complex product quickly and working independently during early hours.
• Patient, warm, and empathetic approach to client interactions.
• Availability for a fixed 06:00 start, Monday‑Friday, long‑term.

Preferred Qualifications

• Background in fitness or wellness industries.
• Experience with Intercom or similar customer‑engagement platforms.
• Familiarity with APAC or UK client bases.
• Proficiency in a third language (e.g., French, Spanish).

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating CRM systems, knowledge bases, and ticketing tools.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Time Management: Prioritize high‑volume inquiries while maintaining quality.
• Communication: Clear, concise, and friendly written communication.
• Collaboration: Work effectively with cross‑functional teams in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As you master the early shift, you’ll have opportunities to:

• Advance to a Level 2 support role or specialize in a particular product area.
• Transition into Account Management, Onboarding, or Quality Assurance.
• Lead training sessions for new hires or contribute to product documentation.
• Participate in cross‑regional projects that shape the future of our platform.

We also offer continuous learning through internal workshops, access to industry conferences, and a generous budget for external courses and certifications.

Work Environment & Company Culture

brighthush is a fully remote, inclusive, and collaborative organization. Our culture is built on:

• Flexibility: While the early shift is fixed, we support a healthy work‑life balance with generous paid time off.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating an environment where everyone can thrive.
• Community: Regular virtual coffee breaks, team‑building activities, and an international team spanning Europe, the US, and APAC.
• Innovation: You’ll work with AI tools like Claude and Fin, gaining hands‑on experience with cutting‑edge technology.

Compensation, Perks & Benefits

While specific salary details are tailored to experience and location, we offer a competitive package that includes:

• Competitive base salary with performance‑based bonuses.
• Full coverage of Alan health insurance, DKV dental, and mental health support.
• Paid sick leave and a generous paid time off policy (including 15 extra days per year).
• Wellhub access to thousands of gyms, studios, and wellness apps.
• Alan Flex benefits: tax‑free meal, transport, and nursery allowances.
• AI tools budget and access to Claude for personal and professional use.
• Summer Fridays in August and flexible working arrangements.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that’s transforming how wellness businesses operate. You’ll:

• Make a tangible impact on the daily operations of global fitness partners.
• Work with a forward‑thinking, AI‑powered platform that keeps you at the forefront of industry trends.
• Collaborate with passionate professionals from diverse backgrounds.
• Grow your career in a supportive, learning‑oriented environment.

Ready to Take the Next Step?

If you’re a proactive, customer‑centric professional ready to jump into a dynamic early‑shift role, we’d love to hear from you. Apply today and help us empower the next generation of wellness businesses worldwide.