Senior Remote Customer Support Specialist – Global Service Excellence & Multi‑Channel Experience (Fully Remote) – brighthush

About brighthush

At brighthush, we’re redefining the way people experience customer service. With a global footprint and a commitment to innovation, we empower our clients to deliver seamless, personalized support across every touchpoint. Whether you’re helping a first‑time user navigate a new product or resolving a complex issue for a long‑standing partner, your work will directly impact satisfaction, loyalty, and revenue growth. Join a culture that values curiosity, collaboration, and continuous learning, and become part of a team that’s shaping the future of support.

Why This Role Is a Game‑Changer

Customer support is more than answering questions—it’s the frontline of brand perception. In this fully remote, high‑impact position, you’ll be the first point of contact for a diverse customer base, working across phone, email, chat, and in‑person channels. You’ll not only solve problems but also educate, upsell, and gather insights that drive product and service improvements. Your contributions will help brighthush maintain its reputation for world‑class service while scaling operations to meet growing demand.

Key Responsibilities

• Multi‑Channel Engagement: Respond to inquiries via phone, email, chat, and in‑person interactions with professionalism and empathy.
• Issue Resolution: Handle routine to complex customer inquiries, delivering timely, accurate, and creative solutions that exceed expectations.
• Root‑Cause Analysis: Research customer concerns, complaints, and issues to determine the most appropriate resolution path.
• Escalation Management: Identify and elevate issues that may have broader organizational impact, ensuring swift resolution and minimal disruption.
• Product & Service Education: Proactively educate customers and prospects on available products, services, and solutions, positioning brighthush as a trusted advisor.
• Knowledge Management: Maintain up‑to‑date knowledge of company policies, procedures, products, and services, and contribute to knowledge base updates.
• Trend Analysis: Identify customer trends, compile findings, and communicate insights to leadership and cross‑functional partners.
• Metrics & Reporting: Track and report on departmental customer service metrics, ensuring adherence to service level standards.
• Documentation: Accurately complete required documentation, forms, correspondence, and customer records in our CRM system.
• Quality Assurance: Support QA testing of company software, providing feedback on usability and functionality.
• Claims Processing: Process claims based on business needs and workflow demands (where applicable).
• Sales Support: Assist Sales Representatives with customer order inquiries and serve as the first point of contact for designated inquiries.
• Event Participation: Attend benefit fairs, open enrollment events, and client meetings as needed, including occasional overnight travel (depending on business unit).

Essential Qualifications

• 1–2 years of customer service experience handling moderate to complex inquiries.
• Proficiency with Microsoft Office Suite and the ability to multitask across multiple software applications.
• Strong internet knowledge and understanding of common browser settings.
• Excellent verbal and written communication skills, with a knack for clear, concise messaging.
• Strong interpersonal and relationship‑building abilities, capable of engaging customers from all backgrounds.
• Ability to prioritize multiple tasks in a fast‑paced environment while maintaining high quality.
• Excellent problem‑solving, negotiation, and decision‑making skills.
• Active listening skills, enabling simultaneous transaction processing and customer assistance.
• Strong documentation and record‑keeping skills, with meticulous attention to detail.
• Ability to ask effective questions to uncover customer needs and pain points.
• Sound judgment and discretion when applying customer service policies and procedures.
• Self‑motivation and the ability to work independently while thriving in a collaborative team environment.

Preferred Experience (Industry Exposure)

• Call Center
• Insurance
• Manufacturing
• Software
• Telecommunications
• Retail
• Eyewear

Core Competencies

• Customer‑Centric Mindset
• Adaptability & Resilience
• Analytical Thinking
• Time Management
• Team Collaboration
• Continuous Learning
• Technical Aptitude

Career Growth & Learning Opportunities

At brighthush, we believe that growth starts with learning. As a Customer Support Specialist, you’ll have access to:

• Professional Development Programs: Structured learning paths in product knowledge, advanced troubleshooting, and leadership fundamentals.
• Mentorship: Pairing with senior support leaders who provide guidance, feedback, and career advice.
• Cross‑Functional Projects: Opportunities to collaborate with Product, Sales, and Engineering teams on initiatives that shape the customer journey.
• Certification Support: Reimbursement for industry certifications such as ITIL, Customer Experience Management, or relevant technical courses.
• Career Pathways: Clear progression routes to roles such as Senior Support Specialist, Team Lead, Support Manager, or Customer Success Manager.

Work Environment & Culture at brighthush

Working remotely from anywhere in the USA, you’ll enjoy a flexible schedule that respects work‑life balance while meeting customer needs. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels, regular town halls, and accessible leadership.
• Innovation: Encouragement to experiment, propose new ideas, and implement solutions that improve service delivery.
• Recognition: Regular shout‑outs, performance bonuses, and peer‑to‑peer recognition programs.
• Well‑Being: Access to mental health resources, flexible time off, and wellness initiatives.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health benefits: medical, vision, and dental coverage through a MEC plan.
• 401(k) retirement plan with company match.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Fully remote work setup: company‑provided laptop, headset, and a stipend for home office ergonomics.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and reimbursement for relevant certifications.

How to Apply

Ready to elevate your customer support career and make a tangible impact at brighthush? Click the link below to submit your application and join a team that values expertise, empathy, and innovation.