Senior Customer Support Specialist – Parent & Family Engagement Champion – Expert in Zendesk & AI‑Powered Support – Remote, Full‑Time – brighthush

About brighthush

brighthush is at the forefront of a groundbreaking movement that fuses elite academics with high‑level athletic training for K‑12 student‑athletes. Our signature 2‑Hour Learning model delivers twice the curriculum in just two hours a day, freeing the remainder of the afternoon for intensive coaching by former professional and Division‑I athletes. We are more than a school; we are a vibrant community that empowers young talent to excel both on the field and in the classroom. As we expand our reach, we are looking for passionate, customer‑centric professionals to join our mission and help shape the future of student‑athlete success.

Why Your Next Career Should Be at brighthush

• Impactful Work – Every interaction you have directly shapes a family’s experience and the success of our student‑athletes.
• Remote Flexibility – Work from anywhere in the world with a reliable internet connection.
• Clear Growth Pathways – As brighthush scales, opportunities open into senior support, operations, or program management roles.
• Collaborative Culture – We value transparency, continuous learning, and a supportive team environment.
• Competitive Compensation – $25 per hour, with performance bonuses and professional development stipends.

Key Responsibilities

As the first point of contact for families, you will own the entire parent support lifecycle. Your role is pivotal in ensuring that every inquiry is addressed with clarity, empathy, and efficiency.

• Manage the Parent Support Queue – Handle Zendesk tickets daily, prioritizing response times and resolution rates.
• Deliver Clear, Warm Answers – Provide comprehensive responses on schedules, billing, academics, athletics, campus logistics, and more.
• Resolve Issues End‑to‑End – Coordinate with internal teams, keep parents updated, and close tickets with a sense of completion.
• Escalate Effectively – Identify when a ticket requires higher‑level attention and route it swiftly with all necessary context.
• Maintain Zendesk Hygiene – Tag tickets accurately, maintain macros, and flag recurring patterns for root‑cause analysis.
• Communicate on Brand Voice – Every message should reflect brighthush’s brand voice—clear, friendly, and on‑brand.

Essential Qualifications

• 2–3 Years of Zendesk Experience – Proven track record in a Zendesk‑based support environment, including macros, triggers, and queue management.
• Excellent Written English – Ability to craft concise, warm, and professional responses that resonate with parents.
• Customer/Family‑Facing Support Background – Experience handling high‑volume inquiries, including difficult conversations, while maintaining strong relationships.
• Judgment Under Pressure – Skill in quickly interpreting messages, identifying core issues, and delivering solutions without creating new problems.
• AI‑Forward Mindset – Comfortable leveraging AI tools to draft responses and streamline repetitive tasks.
• Organized and Reliable – Strong follow‑through, ticket tracking, and communication skills.
• Availability – Full‑time coverage during U.S. business hours (Central Time).
• Remote Setup – Reliable internet, quiet workspace, and no requirement to be U.S.‑based.

Preferred Qualifications (Bonus Points)

• Experience supporting schools, camps, clubs, or youth programs where parents are a central focus.
• Bilingual proficiency (English/Spanish) to communicate directly with Spanish‑speaking families.
• Zendesk Certifications (Support Administrator or equivalent).

Skills & Competencies

• Strong communication and interpersonal skills.
• Problem‑solving mindset with a proactive approach.
• Adaptability to evolving processes and tools.
• Team collaboration and cross‑functional coordination.
• Data‑driven mindset: comfortable reviewing metrics and identifying trends.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As you excel in this role, you’ll have the chance to:

• Advance to a Senior Support Lead, overseeing a team of specialists.
• Transition into Operations or Program Management, shaping the overall parent experience.
• Participate in leadership training, mentorship programs, and industry conferences.
• Earn certifications in Zendesk, customer experience, or project management.

Work Environment & Culture

Our culture is built on:

• Transparency – Open communication channels and regular feedback loops.
• Collaboration – Cross‑departmental projects that foster teamwork.
• Innovation – Encouragement to experiment with new tools and processes.
• Work‑Life Balance – Flexible scheduling within core hours and a focus on mental well‑being.
• Diversity & Inclusion – A welcoming environment for people of all backgrounds.

Compensation & Benefits

• Hourly Rate – $25 per hour, paid bi‑weekly.
• Performance Bonuses – Quarterly bonuses based on ticket resolution metrics and customer satisfaction scores.
• Professional Development Stipend – Annual budget for courses, certifications, or conferences.
• Health & Wellness Resources – Access to virtual wellness programs and mental health support.
• Remote Work Perks – Reimbursement for home office equipment and high‑speed internet.

How to Apply

Ready to make a difference in the lives of student‑athletes and their families? Click the link below to submit your application and join the brighthush family.

Apply Now – brighthush Careers

Join brighthush Today

We’re looking for a passionate, customer‑centric professional who thrives in a fast‑paced, remote environment. If you’re ready to own a queue, solve problems, and build lasting relationships with families, we want to hear from you. Bring your expertise, your empathy, and your drive to brighthush, and help us continue to empower the next generation of student‑athletes.