Senior Remote Customer Solutions Specialist – Driving Business Growth, Innovation, and Customer Success at brighthush
About brighthush
brighthush is the leading online marketplace that empowers foodservice professionals to thrive. With an extensive catalog of restaurant equipment, supplies, and industry expertise, we help kitchens, cafeterias, and healthcare dining facilities operate more profitably and efficiently. Whether you manage a fine‑dining restaurant, a school lunch program, or a hospital cafeteria, brighthush is the trusted partner that delivers the right products, the right price, and the right support at the right time.
In a world where the foodservice industry is constantly evolving—driven by technology, sustainability, and shifting consumer expectations—brighthush stands at the forefront. We provide solutions that help our customers stay ahead of the curve, turning our platform into more than a catalog: it’s a knowledge hub, a community, and a catalyst for growth.
Why brighthush?
At brighthush, we’re not just a distribution company; we’re a growth engine for the entire foodservice ecosystem. Our Customer Solutions team is the frontline of that impact, turning everyday interactions into lasting relationships. If you thrive on solving complex problems, enjoy collaborating across functions, and want to help businesses succeed, this is the place for you.
We believe that great customer service is the cornerstone of long‑term success. That’s why we invest heavily in our people, offering continuous learning, mentorship, and a culture that celebrates curiosity, collaboration, and continuous improvement.
Role Overview
As a Senior Remote Customer Solutions Specialist, you will be the voice and advocate for our customers. You will handle inquiries via phone, live chat, and email, delivering personalized solutions that go beyond scripted responses. Your work will directly influence customer satisfaction, loyalty, and the overall success of the businesses we serve.
In this role, you will:
- Serve as the primary point of contact for customers seeking assistance with orders, product information, and account issues.
- Leverage your deep understanding of our product catalog and systems to provide accurate, timely, and empathetic support.
- Collaborate with cross‑functional teams—Fulfillment, Finance, Product, and Marketing—to resolve complex customer scenarios.
- Identify patterns in customer feedback and recommend process improvements that enhance the overall experience.
- Maintain a high level of professionalism and composure, even in high‑pressure situations.
Key Responsibilities
- Customer Engagement: Communicate with empathy and confidence across phone, live chat, and email, even in high‑pressure situations.
- Problem Solving: Investigate complex customer scenarios by cross‑referencing order history, system data, and prior interactions to identify the root cause.
- Decision Making: Use sound judgment to determine appropriate credits, refunds, replacements, reshipments, or returns, balancing customer experience with company policies.
- Creative Resolution: Navigate gray‑area situations that lack a clear policy, applying critical thinking, curiosity, and creativity.
- Cross‑Functional Collaboration: Partner with internal teams (e.g., Fulfillment, Finance, Product) to gather additional information or expertise.
- Continuous Improvement: Provide feedback on processes, suggest enhancements, and adapt to evolving systems and workflows.
- Team Connectivity: Engage with teammates daily through chat or video calls, fostering a supportive remote culture.
- Performance Monitoring: Track and maintain metrics related to customer experience, quality, and culture.
Essential Qualifications
- Strong verbal and written communication skills in English.
- Proficiency with Office 365, Windows, and multiple web‑based platforms.
- Typing speed of at least 40 words per minute.
- Reliable high‑speed internet (minimum 75 Mbps download / 10 Mbps upload).
- Access to a secure home office with a dedicated workspace and a physical address for equipment delivery.
- Legal residency in the United States.
Preferred Qualifications
- Experience in a customer‑facing role, preferably in retail or foodservice.
- Knowledge of order management or ERP systems.
- Prior remote work experience with a strong track record of self‑management.
- Demonstrated ability to handle high‑volume, fast‑paced environments.
Skills & Competencies
- Empathy & active listening.
- Analytical thinking and problem‑solving.
- Strong judgment and decision‑making.
- Adaptability and resilience.
- Excellent written and verbal communication.
- Team collaboration and cross‑functional coordination.
- Continuous learning mindset.
Career Growth & Learning Opportunities
From day one, you’ll be immersed in a 60‑day onboarding program that covers our systems, products, and problem‑solving philosophy. After that, you’ll continue to grow through:
- Hands‑on experience with real customer cases.
- Regular coaching sessions and performance feedback.
- Mentorship from senior Customer Solutions leaders.
- Opportunities to lead process improvement projects.
- Potential to transition into advanced roles such as Customer Success Manager, Operations Analyst, or Product Specialist.
Work Environment & Culture at brighthush
brighthush values curiosity, collaboration, and continuous improvement. Our remote team operates with flexibility, but we maintain a strong sense of community through:
- Daily stand‑ups and weekly team huddles.
- Virtual coffee breaks and social events.
- Open‑door leadership policy—leaders are always available for chat.
- Recognition programs that celebrate milestones and achievements.
- A culture that encourages experimentation and learning from failure.
Compensation & Benefits
We offer a competitive compensation package that rewards performance and dedication:
- Base pay of $27 per hour, with the potential to earn a semi‑annual performance‑based incentive.
- Full‑time remote role with flexible scheduling (Monday‑Friday, 9:30 AM–6 PM ET, with occasional weekend availability).
- Paid holidays and 160 hours of paid time off (PTO) for full‑time employees.
- Comprehensive medical, dental, and vision insurance options.
- Life insurance, disability coverage, accident insurance, and critical illness coverage.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- 401(k) plan with company match and a student‑loan match alternative contribution for eligible employees.
- Paid parental leave, maternity leave, and adoption assistance.
- Dependent care FSA and a partnership with Learning Care for tuition discounts.
- Employee Assistance Program, wellness incentives, and gym reimbursement.
- Employee discounts on brighthush products and services.
- Long‑term recognition through the brighthush Anniversary Program for milestone anniversaries.
- Opportunities to contribute to the brighthush Charitable Foundation and community initiatives.
Physical & Remote Work Requirements
While the role is remote, you’ll need to meet the following:
- Work from a dedicated home office with a reliable, secure high‑speed internet connection (minimum 75 Mbps download / 10 Mbps upload).
- Use a personal computer with a wired or strong wireless connection.
- Maintain a noise‑free workspace to ensure clear communication.
- Be able to sit or stand for extended periods and occasionally lift or move items up to 50 lbs.
Application Process
To apply, please submit:
- A tailored resume highlighting your remote customer‑service experience.
- A writing sample that demonstrates how you approach learning something new and setting personal goals.
Our interview process consists of three stages:
- Phone interview with a Customer Solutions specialist.
- Video interview with two Team Leaders.
- Final video interview with a Team Leader and a Manager.
Ready to Make an Impact?
If you are a self‑motivated, empathetic problem‑solver who thrives in a dynamic, remote environment, we want to hear from you. Join brighthush and help businesses across the country keep moving forward with confidence and efficiency.
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