Senior Remote Customer Support Specialist – 3rd Level – Virtual Call Center – Flexible Hours – Health Benefits

About brighthush

At brighthush, we’re redefining the way customer support is delivered in a digital-first world. Our mission is simple: empower brands to create unforgettable customer experiences while giving our team members the freedom to thrive from anywhere. With a culture rooted in empathy, innovation, and continuous learning, we partner with industry leaders to provide top-tier support that feels personal, efficient, and scalable.

Why choose brighthush? Because we believe that great customer service starts with great people. That’s why we invest in our team’s growth, offer competitive benefits, and foster an environment where flexibility meets purpose. Whether you’re a seasoned support professional or a recent graduate looking to launch a career in customer success, brighthush provides the tools, training, and community you need to excel.

Role Overview

As a Senior Remote Customer Support Specialist – 3rd Level, you will be the backbone of our client’s support ecosystem. Working from the comfort of your home office, you’ll handle complex inquiries, troubleshoot issues, and collaborate with cross-functional teams to ensure every customer interaction is seamless and positive. This role is ideal for individuals who thrive in a fast-paced, remote environment and are passionate about turning challenges into opportunities for delight.

Key Responsibilities

• Advanced Issue Resolution: Resolve high‑complexity tickets that require deep product knowledge and analytical thinking.
• Customer Advocacy: Serve as the voice of the customer, escalating concerns and providing actionable feedback to product and engineering teams.
• Process Improvement: Identify recurring pain points, propose solutions, and help refine support workflows to increase efficiency.
• Mentorship & Coaching: Guide junior agents, share best practices, and contribute to a culture of continuous learning.
• Data‑Driven Insights: Track key metrics (e.g., response time, resolution rate, CSAT) and generate reports that inform strategy.
• Collaboration: Work closely with sales, product, and technical teams to ensure a unified customer experience.
• Flexible Scheduling: Manage 15–25 hours per week with the option to work weekends on select client accounts.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and maintain high quality standards in every interaction.

Essential Qualifications

• Minimum of 3 years of experience in a customer support or technical support role.
• Proven track record of handling complex, multi‑channel customer inquiries (phone, chat, email).
• Strong analytical skills with the ability to diagnose and resolve technical issues quickly.
• Excellent written and verbal communication skills in English.
• Comfortable using remote collaboration tools (Zoom, Teams, Slack, Zendesk, Freshdesk).
• Self‑motivated, organized, and able to work independently while staying aligned with team goals.
• High‑speed internet connection and a quiet, dedicated workspace.
• Valid U.S. work authorization.

Preferred Qualifications

• Experience in a SaaS or technology‑focused support environment.
• Knowledge of CRM and ticketing systems such as Salesforce, Zendesk, or HubSpot.
• Previous mentorship or training experience.
• Familiarity with data privacy regulations (GDPR, CCPA).
• Multilingual capabilities (Spanish, French, Mandarin).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning negative experiences into positive outcomes.
• Problem‑Solving: Ability to think critically, troubleshoot, and find creative solutions under pressure.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Efficiently prioritize tasks and meet deadlines in a remote setting.
• Team Collaboration: Strong interpersonal skills and a collaborative spirit.
• Adaptability: Comfortable with evolving processes, new technologies, and changing client needs.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Senior Support Specialist, you’ll have access to:

• Structured learning paths covering advanced product knowledge, technical troubleshooting, and leadership skills.
• Monthly knowledge‑sharing sessions with product managers, engineers, and senior support leaders.
• Opportunities to transition into specialized roles such as Support Engineer, Customer Success Manager, or Product Advocate.
• Mentorship programs that pair you with experienced professionals across the organization.
• Annual performance reviews that align your career goals with company objectives.

Work Environment & Culture

Remote work is more than a perk at brighthush; it’s a core part of our identity. We provide:

• Flexible scheduling that respects your personal commitments.
• A robust virtual community with weekly team huddles, virtual coffee breaks, and quarterly all‑hands meetings.
• Access to a digital resource hub featuring training videos, best‑practice guides, and industry insights.
• Regular feedback loops that empower you to shape your role and the support experience.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Compensation & Benefits

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

• Base salary commensurate with industry standards for senior remote support roles.
• Health, dental, and vision coverage options for you and your dependents.
• Flexible work‑from‑home stipend to support your home office setup.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program featuring virtual fitness classes, mental health resources, and mindfulness sessions.

How to Apply

Ready to join a forward‑thinking team that values your expertise and offers the flexibility you need? Click the link below to submit your application and take the next step in your customer support career.