Senior Remote Customer Service Specialist – Multi‑Brand Craft Retail Support, Community Engagement & Customer Experience Excellence at brighthush

About brighthush – A Global Community of Creators

brighthush is more than an online marketplace; it’s a vibrant, worldwide family of makers, hobbyists, and artisans who share a passion for crafting. From the first skein of yarn to the final stitch of a quilt, our customers rely on us for premium materials, expert guidance, and a seamless shopping experience that fuels their creativity. Every interaction is an opportunity to spark inspiration, solve a problem, or simply share a smile.

Why Join the brighthush Team?

As a fully remote, full‑time role, you’ll enjoy the flexibility of a regular schedule, the comfort of working from home, and the chance to collaborate with a diverse, talented team that values innovation, teamwork, and continuous learning. At brighthush, we believe that great customer service is the heart of a thriving creative community, and we’re looking for a passionate, customer‑first specialist to help keep that spark alive.

Key Responsibilities

As a Customer Service Specialist, you’ll be the voice of brighthush across multiple channels. Your day‑to‑day tasks will include:

• Multi‑Channel Support: Respond to customer inquiries via phone, email, live chat, and web forms with speed, accuracy, and a friendly tone.
• Order Management: Use our in‑house systems to place orders, update account details, track shipments, and process returns or exchanges.
• Problem Solving: Apply sound judgment to resolve issues such as shipping delays, payment errors, or product questions, offering appropriate solutions (refunds, replacements, credits) and escalating when necessary.
• Product Expertise: Provide knowledgeable answers about yarn, thread, fabric, and crafting tools, including techniques, patterns, and troubleshooting tips.
• Brand Consistency: Ensure that every interaction reflects brighthush’s values of care, creativity, and community, maintaining a consistent brand voice across all channels.
• Collaboration: Work closely with teammates and other departments (fulfillment, marketing, product) to resolve complex issues and improve customer experience.
• Continuous Improvement: Participate in special projects, process enhancements, and training initiatives to elevate service quality.

What You’ll Learn in Your First 90 Days

• Month 1: Dive into our product lineup across all brighthush brands, master our order and ticketing systems, and begin handling email and chat inquiries using your existing customer service skills.
• Month 2: Take ownership of phone calls, independently resolve common issues such as shipping questions, order placement, returns, and promotions.
• Month 3: Handle complex tickets, apply exceptions when appropriate, and craft thoughtful, personalized responses that may require research or collaboration with other teams.

Essential Qualifications

We’re looking for a seasoned professional who brings:

• 2+ years of recent experience handling customer contacts (chat, email, phone) for an online retailer.
• Proven ability to resolve order, shipping, and return issues independently with minimal oversight.
• Strong computer and web navigation skills; comfortable learning new systems quickly.
• Excellent written and verbal communication, with impeccable spelling, grammar, and attention to detail.
• Collaborative mindset, adaptability, and the ability to multitask in a fast‑paced environment.
• Proficiency with Microsoft Office and familiarity with customer support platforms.

Preferred Skills & Experience (Bonus)

• Experience with Zendesk or similar customer support platforms.
• Knowledge of NetSuite, Shopify, or other order management systems.
• Advanced expertise in knitting, crochet, or quilting, with the ability to read, troubleshoot, and explain patterns.

Core Competencies & Soft Skills

Success at brighthush requires a blend of technical proficiency and soft skills:

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to exceeding expectations.
• Problem‑Solving: Analytical thinking and creative solutions to complex customer challenges.
• Communication: Clear, concise, and empathetic communication across all channels.
• Team Collaboration: Ability to work cross‑functionally and share knowledge with peers.
• Time Management: Prioritize tasks, meet response time targets, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Specialist, you’ll have the chance to:

• Advance to a Senior Customer Support Lead or Team Lead role, managing a small team and shaping support strategy.
• Transition into product support, quality assurance, or customer experience analytics, leveraging your deep knowledge of our brand ecosystem.
• Participate in ongoing training programs, including product knowledge workshops, customer service excellence courses, and leadership development.
• Attend industry conferences, craft shows, and webinars to stay ahead of market trends and network with fellow creators.

Our Remote Work Culture

Our remote culture is built on trust, flexibility, and a shared passion for crafting. You’ll experience:

• Regular virtual team meetings, brainstorming sessions, and social events to foster connection.
• A supportive manager who provides clear guidance, feedback, and recognition.
• Access to a digital knowledge base, internal forums, and peer‑to‑peer learning resources.
• A culture that celebrates creativity, encourages experimentation, and values diverse perspectives.

Compensation & Benefits

We offer a competitive hourly rate, starting at $19.00–$20.00 per hour, adjusted for your location, experience, and qualifications. In addition to a generous pay structure, you’ll enjoy:

• Health, dental, and vision plans with company contributions after 30 days.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to support your well‑being.
• Company‑paid life, short‑term, and long‑term disability coverage.
• 401(k) retirement plan with employer match.
• Paid time off, holidays, and flexible scheduling to maintain work‑life balance.
• Employee discounts across all brighthush brands.
• Professional development stipend for courses, certifications, or conferences.

How to Apply

If you’re ready to bring your customer‑service expertise to a brand that values creativity, community, and continuous improvement, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.