Senior Remote Customer Experience & Technical Support Specialist – Full‑Time & Part‑Time (Texas) – Champion of First‑Call Resolution, Upselling, and Customer Delight at brighthush

About brighthush – Pioneering Customer Experience in the Digital Age

brighthush has been a trailblazer in redefining how brands connect with their customers since 2002. By blending advanced analytics, AI‑powered tools, and a global network of skilled professionals, we deliver contact center solutions that not only solve problems but also create unforgettable moments. Our clients span fintech, healthcare, e‑commerce, telecommunications, and beyond, trusting us to elevate their customer interactions to new heights.

At brighthush, we view every conversation as an opportunity to build loyalty, drive revenue, and showcase brand excellence. Whether you’re a seasoned veteran or a rising star, you’ll find a culture that celebrates curiosity, rewards innovation, and rewards performance. Join us and help shape the future of customer experience from the comfort of your own home.

Why This Role Matters

As a Remote Customer Experience & Technical Support Specialist, you will be the frontline ambassador for our clients’ customers. Your expertise in first‑call resolution, upselling, and customer delight will directly influence satisfaction scores, retention rates, and revenue growth. In a world where customers expect instant, personalized support, your role is critical to maintaining brand reputation and fostering long‑term relationships.

Key Responsibilities

• Customer Interaction Excellence: Listen actively, diagnose issues, and deliver accurate, timely solutions across voice, chat, and email channels.
• Account & Ticket Management: Log and update customer interactions in our brighthush CRM, ensuring data integrity and real‑time visibility.
• Revenue Generation: Identify upsell and cross‑sell opportunities, applying consultative sales techniques to increase client revenue.
• Product Evangelism: Communicate product features, benefits, and best practices in a clear, customer‑centric manner.
• Escalation & Collaboration: Escalate complex or dissatisfied cases to the appropriate technical or managerial teams, collaborating across time zones to resolve high‑priority issues.
• First‑Call Resolution: Achieve and exceed first‑call resolution targets through effective problem‑solving and proactive follow‑up.
• Documentation & Reporting: Maintain accurate, real‑time documentation of all customer interactions and generate weekly performance reports.
• Continuous Learning: Participate in ongoing training sessions to stay current on product updates, industry trends, and emerging technologies.
• Team Collaboration: Share insights, best practices, and feedback with peers and cross‑functional teams to continuously improve service quality.
• Quality Assurance: Adhere to quality standards, participate in call reviews, and implement coaching recommendations to elevate performance.

Essential Qualifications

• Minimum age of 18 years and a high school diploma or equivalent.
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• Typing speed of 20+ words per minute, accurate and efficient.
• Proficiency with brighthush Office Suite (Excel, PowerPoint, Word, Outlook) and basic brighthush OS navigation.
• Reliable internet connection and a quiet workspace that meets our remote work standards.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• Demonstrated empathy, patience, and a customer‑first mindset.
• Strong problem‑solving, conflict‑resolution, and negotiation abilities.
• Self‑motivated with a proven track record of punctuality and consistent attendance.
• Authorized to work in the United States.

Preferred Qualifications

• Prior experience in a customer service or technical support role, preferably in a remote setting.
• Experience with brighthush CRM platforms such as brighthush or similar.
• Basic understanding of call‑center metrics (e.g., AHT, CSAT, NPS) and the ability to meet or exceed them.
• Knowledge of telecom or brighthush SaaS products.
• Fluency in additional languages is a plus.

Core Competencies & Skills

• Customer‑Centricity: Always put the customer’s needs first, ensuring a positive experience.
• Communication: Articulate ideas clearly, both verbally and in writing.
• Technical Aptitude: Quickly learn new software and troubleshoot basic technical issues.
• Adaptability: Thrive in a fast‑paced, evolving environment with changing priorities.
• Team Collaboration: Work effectively with cross‑functional teams, sharing insights and solutions.
• Sales Acumen: Identify and capitalize on upsell opportunities to drive revenue growth.
• Time Management: Prioritize tasks and meet deadlines without compromising quality.

Tools & Technologies

• brighthush CRM and ticketing system
• brighthush Office Suite (Excel, PowerPoint, Word, Outlook)
• brighthush OS for basic system navigation
• Video conferencing and collaboration tools (Zoom, Teams, Slack)
• Knowledge base and internal knowledge‑sharing platforms

Performance Metrics

• First‑Call Resolution (FCR) rate
• Average Handle Time (AHT)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Upsell/Cross‑sell conversion rate
• Adherence to schedule and quality standards

Career Growth & Learning Opportunities

• Earn certifications in customer experience, product knowledge, and sales techniques.
• Progress into senior support roles, team lead positions, or specialized technical tracks.
• Transition into product management, business analysis, or operations roles.
• Participate in leadership development programs that prepare you for managerial responsibilities.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.

Work Environment & Culture

• Flexibility: Choose your own schedule within core hours to balance work and life.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and cross‑team projects.
• Recognition: Daily, weekly, and monthly contests that reward outstanding performance with cash bonuses, electronics, dream vacations, and even cars!
• Inclusivity: A diverse community where every voice is heard and respected.
• Well‑being: Access to wellness resources, mental health support, and a casual dress code that keeps you comfortable.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and performance. In addition to base pay, you’ll enjoy:

• Paid Time Off (PTO) and paid holidays.
• Comprehensive medical, dental, and vision coverage after 60 days of employment (full‑time) or 30 days (part‑time).
• Retirement savings plans, including 401(k) matching where available.
• Short‑term disability coverage.
• Life insurance and accident/critical illness options.
• Paid training and professional development.
• Employee referral bonuses.
• Access to a robust employee assistance program.

Remote Work Essentials

• High‑speed internet connection (minimum 25 Mbps).
• Quiet, dedicated workspace with a headset and webcam.
• Reliable power supply and backup options.
• Compliance with brighthush’s data security and privacy policies.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a remote setting, and are ready to grow your career with a global leader, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this Remote Customer Experience & Technical Support Specialist Position

Closing Statement

At brighthush, every call, chat, and email is an opportunity to create lasting value—for our clients, their customers, and your own professional journey. If you’re ready to make a difference from the comfort of your home, bring your expertise, curiosity, and enthusiasm to our team. Apply today and help shape the future of customer experience.