Senior Remote Customer Success & Support Specialist – AI‑Powered Client Engagement Champion, Driving Intelligent Service Excellence Across Global Markets

About brighthush

brighthush is a global trailblazer in digital transformation, redefining how enterprises connect with their customers through cutting‑edge, AI‑driven solutions. With a “globally local” philosophy, we operate in 10 countries and maintain 30 delivery centers, partnering with some of the world’s most respected brands. Our mission is simple yet powerful: to deliver Intelligent Experiences that span the entire customer lifecycle—from seamless digital customer care and back‑office operations to human resources outsourcing and next‑generation contact center solutions. As a remote‑first organization, we empower every team member to thrive in a flexible, inclusive, and collaborative environment that values innovation, empathy, and continuous learning.

Why This Role Matters

As a Senior Remote Customer Success & Support Specialist at brighthush, you become the frontline ambassador of our brand. Every interaction you manage shapes how our clients perceive us and directly influences customer satisfaction, loyalty, and the overall success of the businesses we serve. You will receive comprehensive training in billing, payments, and service management, enabling you to confidently deliver an outstanding customer experience that reflects brighthush’s commitment to excellence. In this role, you will not only solve problems—you will create moments of delight that turn first‑time users into lifelong advocates.

Key Responsibilities

Customer Interaction & Engagement

• Multi‑Channel Support – Handle inbound calls, live chat, and email queries related to billing, payments, existing and new services, promotional offers, and service upgrades or downgrades.
• Active Listening & Needs Assessment – Identify customer needs through attentive listening, ask probing questions, and provide tailored solutions or product recommendations.
• Consultative Problem Solving – Own the customer issue from start to finish, taking responsibility for resolution and ensuring a seamless experience.

Technical & System Proficiency

• Multi‑System Navigation – Use multiple computer systems to research products, services, common problems, and solutions, ensuring accurate and timely responses.
• Documentation & Escalation – Record customer interactions, needs, and outcomes in the appropriate tool or system; create additional requests if issues cannot be resolved in real time.

Performance & Continuous Improvement

• Deliver WOW Moments – Apply exceptional communication skills, take ownership of each interaction, and maintain speed of service to exceed customer expectations.
• Performance Coaching – Participate in regular 1:1 coaching sessions with your supervisor to meet and exceed key performance indicators.
• Continuous Improvement – Contribute to process improvement initiatives, share best practices, and help refine customer journey maps.

Cross‑Functional Collaboration & Insight

• Cross‑Functional Collaboration – Work closely with product, engineering, and sales teams to relay customer feedback and influence product enhancements.
• Data‑Driven Insight – Analyze call metrics, customer sentiment scores, and trend reports to identify opportunities for service optimization.

Essential Qualifications

• Minimum 18 years of age and a legal right to work in Canada.
• At least 6 months of customer service experience, preferably in a call center or similar environment.
• Strong troubleshooting skills with a proven ability to own the resolution process.
• Excellent verbal and written English communication skills.
• Computer savvy: comfortable working at a desk with multiple monitors and a hard‑wired internet connection.
• Results‑oriented mindset with a passion for providing customers with actionable recommendations.
• Demonstrated empathy, supportiveness, and confidence in every customer interaction.
• Availability to work flexible hours between 7 AM and 12 AM EST, with the ability to adapt to changing business needs.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Proficiency in using CRM and ticketing systems, or a willingness to learn quickly.

Preferred Qualifications

• Experience with billing and payment systems.
• Familiarity with CRM or ticketing platforms such as Zendesk, Freshdesk, or Salesforce.
• Knowledge of AI‑driven customer service tools (e.g., chatbots, predictive analytics).
• Previous remote work experience in a high‑volume environment.
• Multilingual abilities (any additional language is a plus).
• Experience in the technology, SaaS, or telecommunications sectors.

Core Competencies & Skills

• Emotional Intelligence – Ability to read customer emotions and respond with appropriate empathy.
• Communication Excellence – Clear, concise, and professional communication across all channels.
• Problem‑Solving – Analytical thinking to diagnose issues and propose effective solutions.
• Time Management – Efficiently handle multiple tasks while maintaining high quality service.
• Adaptability – Thrive in a fast‑changing environment and embrace new technologies.
• Team Collaboration – Work effectively with cross‑functional teams and share best practices.
• Customer‑Centric Mindset – Prioritize the customer’s journey and continuously seek ways to enhance satisfaction.
• Data Literacy – Ability to interpret metrics and translate insights into actionable improvements.
• Resilience – Maintain composure under pressure and handle challenging situations with professionalism.

Career Path & Development

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Success & Support Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Customer Experience Manager.
• Transition into specialized technical support, product management, or AI solution design.
• Access continuous learning programs, including certifications in customer service excellence, AI fundamentals, and data analytics.
• Receive mentorship from experienced leaders who are passionate about your professional development.
• Participate in cross‑functional projects that drive innovation across the organization.
• Earn performance‑based bonuses and recognition awards that celebrate your contributions.
• Attend industry conferences, webinars, and workshops—virtually or in person—to stay ahead of market trends.

Culture & Work Environment

Our culture is built on the pillars of innovation, collaboration, and inclusion. Working remotely, you will enjoy:

• Flexible scheduling that respects your personal commitments.
• A supportive virtual community with regular team huddles, virtual coffee breaks, and social events.
• Access to a digital wellness program, including mindfulness sessions and ergonomic resources.
• Recognition programs that celebrate achievements and milestones.
• A commitment to diversity and inclusion, ensuring every voice is heard and valued.
• Opportunities to attend virtual conferences, webinars, and industry meet‑ups.
• Transparent communication from leadership, with quarterly town‑hall meetings and open Q&A sessions.

Compensation & Benefits

While specific figures may vary based on experience and role, brighthush offers a competitive compensation package that includes:

• Hourly rate starting at $18.25 during training, increasing to $20.88 upon completion of training and meeting performance metrics.
• Health, dental, and vision insurance plans (subject to eligibility).
• Employee referral program with attractive bonuses.
• Employee Assistance Program (EAP) for mental health support.
• Flexible work‑from‑home setup with stipends for home office equipment.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development budget for courses, certifications, and conferences.
• Annual performance reviews with clear growth targets.
• Access to a company‑wide learning platform featuring courses in AI, customer experience, and leadership.

How to Apply

If you are compassionate, energetic, bold, and eager to make a tangible impact on people’s lives, we encourage you to apply. Please submit your resume and a brief cover letter highlighting your customer service experience and why you’re excited about joining brighthush.

Note: This position is a remote work‑from‑home role and does not qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program.

To apply, click the link below and complete the online application. We look forward to learning how you can contribute to our mission of delivering Intelligent Experiences worldwide.