Senior Remote Customer Care Representative – Canada – Championing Exceptional Service, Support & Customer Success at brighthush

About brighthush

brighthush is a trailblazing beauty and wellness company that redefines the way people experience self‑care. With a portfolio of award‑winning products, a vibrant online community, and a commitment to sustainability, brighthush has grown into a global brand that resonates with millions of customers worldwide. Our mission is simple: to empower every individual to feel confident, radiant, and unstoppable.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. As a Senior Remote Customer Care Representative, you will be the voice of our brand, the first point of contact for our loyal customers, and a key driver of their success. Working remotely from anywhere in Canada, you’ll enjoy the flexibility to balance professional growth with personal life, while being part of a dynamic, inclusive, and forward‑thinking team.

Key Responsibilities

• Customer Support Excellence: Handle inbound and outbound customer inquiries via phone, email, live chat, and social media with a focus on empathy, clarity, and resolution.
• Issue Resolution & Escalation: Diagnose complex issues, provide actionable solutions, and collaborate with cross‑functional teams (Product, Shipping, Returns) to ensure swift resolution.
• Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and contribute to the development of knowledge base articles and SOPs.
• Performance Metrics: Meet or exceed KPIs such as First Response Time, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Ticket Volume.
• Mentorship & Leadership: Coach junior representatives, share best practices, and lead by example in delivering outstanding service.
• Product Expertise: Maintain deep knowledge of brighthush product lines, promotions, and policies to provide accurate, up‑to‑date information.
• Data Analysis: Track and analyze customer feedback, trend reports, and support metrics to inform strategic decisions.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and quality standards in every interaction.

Essential Qualifications

• Minimum of 3–5 years of experience in a high‑volume customer support role, preferably in e‑commerce or beauty industry.
• Proven track record of achieving high CSAT and NPS scores.
• Strong written and verbal communication skills in English; bilingual (French/Spanish) is a plus.
• Experience with CRM platforms (e.g., Zendesk, Freshdesk) and ticketing systems.
• Self‑motivated, detail‑oriented, and able to thrive in a remote work environment.
• Excellent problem‑solving skills and the ability to think on your feet.
• Comfortable with technology: adept at using multiple digital tools and learning new software quickly.

Preferred Qualifications

• Background in beauty, cosmetics, or wellness sectors.
• Experience leading or mentoring a remote support team.
• Knowledge of e‑commerce platforms (Shopify, Magento) and order management systems.
• Data‑driven mindset: familiarity with analytics tools (Google Analytics, Tableau).
• Experience with multilingual support or international customer base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers and turning challenges into opportunities.
• Communication: Clear, concise, and engaging communication across multiple channels.
• Adaptability: Ability to pivot quickly in a fast‑paced, evolving environment.
• Collaboration: Works seamlessly with product, marketing, and logistics teams.
• Time Management: Prioritizes tasks effectively while maintaining high quality.
• Technical Proficiency: Comfortable troubleshooting software and hardware issues.
• Analytical Thinking: Uses data to identify trends and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior Customer Care Representative, you’ll have access to:

• Leadership development programs to prepare you for future managerial roles.
• Regular training on product launches, industry trends, and advanced customer service techniques.
• Mentorship from senior leaders across the organization.
• Opportunities to contribute to cross‑functional projects, such as product feedback loops and marketing campaigns.
• Annual performance reviews with clear pathways for promotion and salary adjustments.

Work Environment & Culture

brighthush fosters a culture of innovation, inclusivity, and empowerment. Our remote team enjoys:

• Flexible working hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly all‑hands meetings.
• A collaborative digital workspace powered by Slack, Microsoft Teams, and Asana.
• Access to a digital library of courses, webinars, and industry conferences.
• A supportive environment where every voice is heard and ideas are celebrated.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction and team metrics.
• Health, dental, and vision insurance for you and your dependents.
• Paid time off, including vacation, sick leave, and public holidays.
• Employee wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Product discounts and early access to new releases.
• Retirement savings plan with company match.

How to Apply

Ready to elevate your customer support career and make a real impact? Submit your resume and a cover letter that showcases your passion for customer success and your experience in a remote setting. Highlight any achievements that demonstrate your ability to exceed service metrics and lead a team.

Join brighthush Today

At brighthush, we’re not just building a brand; we’re creating a community that thrives on authenticity, creativity, and exceptional service. As a Senior Remote Customer Care Representative, you’ll be at the heart of that community, ensuring every customer feels heard, valued, and empowered. If you’re driven by a desire to deliver world‑class support, thrive in a fast‑moving environment, and grow alongside a forward‑thinking company, we want to hear from you.

Apply now and become a pivotal part of brighthush’s journey to redefine beauty and wellness for everyone.