Senior Remote Customer Support Specialist – Email, Chat & SMS – Champion Customer Experience, Drive Process Excellence, and Accelerate Your Career in a Fast‑Growing Logistics‑Retail Tech Company at brighthush

About brighthush

brighthush is not just a company; it’s a movement that redefines how people shop, move, and connect in the digital age. By blending cutting‑edge logistics technology with intuitive retail solutions, we create a seamless ecosystem that empowers merchants, logistics partners, and end‑customers alike. Our mission is simple yet ambitious: to make every transaction effortless, transparent, and delightful.

Why brighthush Is the Place to Grow

At brighthush, growth is built into our DNA. We’re a fast‑growing, remote‑first organization that values curiosity, collaboration, and continuous improvement. Every team member has a direct impact on our product roadmap, customer satisfaction, and overall company trajectory. Whether you’re a seasoned professional or a recent graduate, you’ll find a clear path to leadership, a culture that celebrates innovation, and a community that supports your personal and professional development.

What You’ll Do Every Day

As a Senior Remote Customer Support Specialist, you’ll be the frontline advocate for customers, retailers, and logistics partners. Your role is both tactical and strategic, ensuring that every interaction not only resolves an issue but also contributes to our broader goals of process excellence and customer delight.

Key Responsibilities

• Email, Chat & SMS Support: Respond to inquiries with speed, accuracy, and empathy, ensuring every customer feels heard and valued.
• Real‑Time Order Analysis: Dive into system data, collaborate with cross‑functional teams, and resolve order issues before they impact the customer experience.
• Customer Satisfaction Champion: Consistently exceed Net Promoter Score (NPS) and Customer Satisfaction (CSAT) targets, turning every interaction into an opportunity for delight.
• Operational Insight: Identify recurring pain points, propose workflow enhancements, and help implement system or process changes that improve efficiency.
• Stakeholder Collaboration: Partner with product, engineering, and logistics teams to communicate customer feedback and influence the product roadmap.
• Documentation & Knowledge Base: Create and maintain clear, concise support articles and FAQs that empower customers and reduce repeat inquiries.
• Performance Metrics: Track key performance indicators (KPIs) such as response time, resolution time, and first‑contact resolution, using data to drive continuous improvement.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and quality standards in every interaction.
• Team Collaboration: Participate in weekly huddles, share best practices, and mentor new hires to build a high‑performing support squad.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of customer support experience, preferably in a tech or logistics environment.
• Proficiency with help‑desk platforms such as Zendesk, Freshdesk, or Intercom, and CRM systems like Salesforce or HubSpot.
• Strong written communication skills in English; additional languages are a plus.
• Excellent problem‑solving skills and the ability to think critically under pressure.
• Comfortable using multiple digital tools simultaneously (chat, email, SMS, ticketing).
• Self‑motivated, detail‑oriented, and able to work independently in a remote setting.
• Experience with data analysis tools (e.g., Excel, Google Sheets, or Power BI) to track and report on support metrics.

Preferred Qualifications

• Experience in a B2B or logistics support role.
• Knowledge of order‑management or warehouse‑management systems.
• Familiarity with agile methodologies and cross‑functional collaboration.
• Prior experience mentoring or training new support staff.
• Background in customer experience design or user‑feedback analysis.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Quick learner who can navigate new software, troubleshoot issues, and adapt to evolving tools.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote environment.
• Collaboration & Teamwork: Work effectively with cross‑functional teams and contribute to a positive, inclusive culture.
• Adaptability: Thrive in a fast‑moving, constantly evolving business landscape.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the industry. As you master the support role, you’ll have clear pathways to advance into:

• Senior Support Specialist – leading complex cases and mentoring peers.
• Support Team Lead – managing a small squad, setting goals, and driving process improvements.
• Product or Operations Analyst – leveraging your customer insights to shape product strategy.
• Customer Experience Manager – overseeing end‑to‑end customer journeys across the entire ecosystem.

We provide access to online learning platforms, internal knowledge sharing sessions, and the opportunity to attend industry conferences. Your growth is our priority, and we celebrate every milestone with recognition and rewards.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the U.S., as long as you have a reliable internet connection and a quiet workspace. We value:

• Flexibility: Flexible hours that accommodate your personal life while ensuring coverage during peak times.
• Collaboration: Daily stand‑ups, weekly team meetings, and cross‑functional projects that keep you connected.
• Transparency: Open communication from leadership, regular company updates, and a clear roadmap for growth.
• Diversity & Inclusion: A welcoming environment where every voice is heard and valued.
• Well‑Being: Access to mental health resources, virtual fitness classes, and a stipend for home office setup.

Compensation & Benefits

We offer a competitive salary range of up to $52,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend.
• Employee referral bonus program.
• Regular virtual team‑building events and occasional in‑person retreats.

How to Apply

Ready to join a forward‑thinking team that values your expertise and empowers you to make a real impact? Click the link below to submit your application and become part of brighthush’s mission to transform the way people move and shop.

Apply to brighthush Today

Join Our Team

At brighthush, you’ll find more than just a job—you’ll discover a community that celebrates curiosity, rewards innovation, and supports your growth every step of the way. If you’re passionate about delivering world‑class customer service, eager to learn, and ready to help shape the future of logistics and retail, we can’t wait to meet you.

Join us, and let’s build a brighter, more connected world together.