Senior Remote Customer Support Specialist – AI‑Powered Mobility Platform – Driving Seamless Group Travel Operations, Exceptional Customer Experience, and Real‑Time Issue Resolution for Fortune 500 Enterprises & Large‑Scale Events at brighthush
About brighthush
brighthush is more than a mobility startup; it is a movement toward a smarter, safer, and more connected future for group transportation. With a bold mission to replace fragmented, opaque processes with intelligent automation, brighthush is reshaping a $450 billion industry that serves Fortune 500 enterprises, sprawling campuses, bustling airports, and large‑scale event organizers across the United States. By harnessing real‑time data, machine‑learning algorithms, and a cloud‑native platform, we empower modern charter, shuttle, and autonomous vehicle operations to deliver instant visibility, accountability, and scalability.
Our platform is trusted by some of the world’s most demanding clients, who rely on us to keep their people moving safely, on time, and with the highest level of service. Whether it’s coordinating a multi‑site corporate travel program or managing a campus shuttle network, brighthush delivers a seamless experience that eliminates manual spreadsheets, reduces operational costs, and unlocks new insights through data analytics.
Why Join brighthush?
- Impactful Innovation: Be part of a team that is redefining group travel and setting new industry standards. Your work will directly influence the next generation of AI‑driven mobility solutions.
- Rapid Growth: As a hyper‑growth company backed by a strong Series A investment, you’ll thrive in a fast‑paced environment where your contributions shape our trajectory.
- Remote‑First Flexibility: Work from anywhere in the U.S. with a flexible schedule that accommodates nights and weekends. Our Austin, TX hub remains a collaborative center for in‑person collaboration when needed.
- Financial Stability: With a proven path to profitability, brighthush offers a secure foundation for long‑term career growth.
- Inclusive Culture: We celebrate diversity, champion equity, and foster a respectful workplace where every voice is heard.
- Learning & Development: Quarterly learning sessions, hackathons, industry conferences, and mentorship programs ensure continuous professional growth.
Role Overview
We are looking for an enthusiastic, detail‑oriented Senior Remote Customer Support Specialist to join our Service Operations team. In this senior role, you will provide outstanding customer support, resolve inquiries, and ensure a flawless experience for our users. You’ll collaborate across departments, manage day‑to‑day interactions, and grow your skill set in a fast‑paced, remote‑first environment.
Key Responsibilities
- Customer Support & Issue Resolution: Respond promptly to customer inquiries via email, chat, and phone, delivering accurate assistance and troubleshooting common issues.
- Live Trip Monitoring: Serve as the primary point of contact during scheduled weekend shifts, monitoring trips, addressing disruptions, and coordinating real‑time solutions.
- Escalation Management: Identify critical incidents—such as service failures or safety concerns—and elevate them to the appropriate teams for swift resolution.
- Relationship Building: Foster positive relationships with customers, drivers, and operations teams to ensure satisfaction and retention.
- Documentation & Process Adherence: Record all interactions in our proprietary system, maintain accurate logs, and follow established SLAs and policies.
- Continuous Improvement: Stay current with product updates, participate in training, and contribute ideas to enhance customer service processes.
- Cross‑Functional Collaboration: Work closely with internal teams—operations, sales, engineering—to streamline customer experiences and resolve service delays.
Essential Qualifications
- Minimum of 2 years of customer service or logistics coordination experience.
- Strong verbal and written communication skills.
- Excellent problem‑solving abilities and meticulous attention to detail.
- Calm, professional demeanor in high‑pressure, fast‑paced situations.
- Organizational prowess with the ability to multitask effectively.
- Customer‑first mindset and commitment to delivering exceptional service.
- Willingness to adapt to changing priorities and learn new systems.
Preferred Qualifications
- Experience in transportation, hospitality, or related industries.
- Familiarity with AI‑driven platforms or real‑time dispatch systems.
- Knowledge of DOT regulations and compliance standards.
- Previous remote work experience with flexible scheduling.
Skills & Competencies
- Technical Proficiency: Comfortable using CRM tools, ticketing systems, and data dashboards.
- Analytical Thinking: Ability to interpret data, identify trends, and propose actionable improvements.
- Collaboration: Strong teamwork skills and the ability to influence cross‑functional partners.
- Adaptability: Thrive in a constantly evolving environment and pivot quickly when priorities shift.
- Empathy: Understand customer pain points and communicate solutions with clarity and compassion.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Support Specialist, you will:
- Progress to a Senior Support Engineer or Team Lead role within 12–18 months.
- Gain exposure to product development, data analytics, and AI strategy through cross‑departmental projects.
- Participate in quarterly learning sessions, hackathons, and industry conferences.
- Receive mentorship from senior leaders and access a robust internal knowledge base.
- Earn certifications in customer experience, data analytics, or AI fundamentals through our learning portal.
Work Environment & Company Culture
Our culture is built on transparency, collaboration, and a shared commitment to excellence. We celebrate wins together, embrace experimentation, and encourage every team member to contribute ideas. Remote work is the norm, but we also host quarterly in‑person retreats and hackathons at our Austin hub to strengthen team bonds. Our values—innovation, integrity, impact, and inclusion—guide every decision we make.
Compensation & Benefits
While the base hourly rate for this role is $26.50, we offer a comprehensive benefits package that includes:
- Health & Wellness: 100% coverage of medical, dental, and vision premiums for U.S. employees; mental health support and virtual care.
- Paid Time Off: 15 days of PTO (increasing to 20 after 2 years) plus 8 paid holidays.
- Financial Security: Company‑paid life, short‑term, and long‑term disability insurance; 401(k) plan with company match.
- Technology Stipend: Choice of Mac or PC, monitor, keyboard, and mouse to hit the ground running.
- Flexibility: Remote‑first model with optional in‑office presence based on role requirements.
- Referral Rewards: Earn bonuses for bringing top talent to brighthush.
- Professional Development: Access to online courses, certifications, and conference sponsorships.
- Well‑Being Initiatives: Monthly wellness challenges, access to a virtual fitness platform, and an employee assistance program.
How to Apply
Ready to join a team that is reshaping the mobility landscape? Submit your application through our careers portal and let’s start a conversation about how you can contribute to brighthush’s mission.
Hiring Process
- Video interview with Talent Acquisition.
- Video interview with the Hiring Manager.
- Final video interview with the broader team.
- Offer and background check.
Equal Opportunity Employer
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or any other protected characteristic. If you require accommodations during the hiring process, please let us know.
Hiring Locations
We hire U.S. and Canadian candidates. U.S. employees may reside in any of the following states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.
Join brighthush today and help us build the future of group transportation—one seamless, AI‑powered experience at a time.
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