Senior Remote Customer Support Specialist – Maintenance & Housing Services – Flexible Shifts, Independent Contractor at brighthush
About brighthush
brighthush is a trailblazer in the housing and maintenance support industry, delivering seamless, customer‑centric solutions to thousands of residents across the United States. With a mission to simplify the home‑ownership and rental experience, we combine cutting‑edge technology with a dedicated team of support professionals who are passionate about making every interaction count. As a fully remote organization, brighthush empowers its employees to work from anywhere while maintaining the highest standards of service quality and operational excellence.
Why Join brighthush?
When you become part of the brighthush family, you’re not just filling a role—you’re contributing to a larger purpose: helping people find safe, comfortable homes and ensuring that their maintenance needs are met promptly and professionally. We value independence, accountability, and continuous learning, and we reward those who embody these values with:
- Competitive hourly pay for independent contractors
- Flexible, pre‑determined shift schedules that fit your lifestyle
- Comprehensive onboarding and ongoing training programs
- Access to a collaborative, supportive virtual community
- Opportunities to advance into senior support, team lead, or process‑improvement roles
- Regular performance recognition and incentive bonuses
Key Responsibilities
As a Remote Customer Support Specialist, you will be the frontline advocate for our residents, handling a diverse range of inquiries and requests. Your day‑to‑day tasks will include:
- Responding to live chat, email, and phone inquiries related to maintenance requests, housing locator services, and general support.
- Actively listening to customer concerns, asking clarifying questions, and providing clear, professional solutions.
- Collecting, verifying, and documenting accurate information to resolve issues or route them to the appropriate department.
- Following established workflows for ticket creation, escalation, and resolution while maintaining meticulous records.
- Managing multiple concurrent inquiries with a high degree of accuracy and attention to detail.
- Maintaining consistent attendance, punctuality, and availability throughout your assigned shift.
- Collaborating with cross‑functional teams—maintenance, housing, and IT—to ensure seamless service delivery.
- Providing feedback on process improvements and contributing to the continuous enhancement of our support platform.
Essential Qualifications
To thrive in this role, you should meet the following criteria:
- Fluent in written and spoken English with exceptional communication skills.
- Prior experience in customer service, call center, housing support, or maintenance coordination.
- Strong listening and problem‑solving abilities, with a customer‑first mindset.
- Proficiency in documenting information accurately and following procedural guidelines.
- Self‑motivated, able to work independently in a remote environment, and disciplined in time management.
- Reliable attendance and the ability to commit to a fixed work schedule.
- Professional attitude, dependable work ethic, and a willingness to learn new processes.
Preferred Qualifications
While not mandatory, the following experiences will give you a competitive edge:
- Experience handling maintenance requests, housing locator inquiries, or open‑line support.
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
- Knowledge of housing regulations, lease agreements, or property management best practices.
- Previous experience in a remote, independent contractor role.
Technical Requirements (Non‑Negotiable)
To ensure a smooth and productive work experience, you must have your own equipment and a suitable home workspace that meets the following specifications:
- Windows 11 PC (Mac not supported)
- Minimum 16 GB RAM
- Dual monitors
- Webcam and wired USB headset
- Intel i5 processor or higher
- Fiber‑optic internet with a wired Ethernet connection
- Backup power solution (UPS or generator)
- Microsoft Teams / Office 365 installed and configured
Applications that do not meet these technical requirements may not proceed in the hiring process.
Compensation & Contract
- Hourly rate: $5.50 USD (paid weekly in arrears)
- Independent contractor status – you will be responsible for your own taxes and benefits.
- Performance‑based incentives and bonuses for meeting or exceeding service metrics.
Work Schedule & Shift Availability
We offer several fixed schedules that operate between 6:00 AM and 10:00 PM MST. Your shift will be assigned based on business needs, and you must be able to commit to the assigned hours and days consistently. The available schedules are:
- 6:00 AM–3:00 PM: Saturday–Wednesday
- 10:00 AM–7:00 PM: Monday–Friday
- 1:00 PM–10:00 PM: Monday–Friday
- 1:00 PM–10:00 PM: Saturday–Wednesday
- 1:00 PM–10:00 PM: Thursday–Monday
Each schedule includes two consecutive days off. Applicants must be flexible and available to work any of the listed schedules. Please apply only if you are comfortable with all shift options.
Skills & Competencies
Success in this role requires a blend of technical, interpersonal, and organizational skills:
- Strong verbal and written communication in English.
- Empathy and patience when dealing with diverse customer needs.
- Analytical thinking to troubleshoot and resolve issues efficiently.
- Attention to detail in data entry and documentation.
- Time‑management skills to juggle multiple tasks simultaneously.
- Adaptability to new tools, processes, and changing priorities.
- Team collaboration, even in a remote setting.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Remote Customer Support Specialist, you will have access to:
- Structured onboarding and continuous learning modules covering housing regulations, maintenance workflows, and customer‑service best practices.
- Mentorship programs pairing you with senior support specialists.
- Cross‑functional projects that allow you to broaden your skill set beyond frontline support.
- Clear career pathways to roles such as Senior Support Specialist, Team Lead, Process Improvement Analyst, or Customer Experience Manager.
- Regular performance reviews and goal‑setting sessions to help you map your career trajectory.
Work Environment & Company Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Even though we operate remotely, we maintain a strong sense of community through:
- Weekly virtual town‑hall meetings where leadership shares updates and celebrates achievements.
- Monthly virtual coffee breaks that encourage informal networking.
- Digital channels (Slack, Teams) for real‑time communication and knowledge sharing.
- A commitment to work‑life balance, with flexible scheduling and no mandatory overtime.
- Recognition programs that highlight outstanding customer service and process innovations.
Benefits & Perks
While the role is an independent contractor position, we provide a suite of benefits designed to support your professional and personal well‑being:
- Competitive hourly rate with weekly payouts.
- Access to a digital library of training resources and industry certifications.
- Health and wellness webinars and resources.
- Annual performance bonus potential.
- Opportunities to attend virtual conferences and workshops.
Hiring Process
To ensure fairness and consistency, all applicants must complete every stage of the hiring process:
- Resume Review – Our recruiting team will assess your experience and qualifications.
- Pre‑Screen Questionnaire – A brief survey to confirm eligibility and technical readiness.
- One‑Way Video Interview – Record your responses to a set of behavioral questions.
- Pre‑Screen Interview – A live conversation with a recruiter to discuss your background.
- Live Interviews – One or more interviews with hiring managers and team members.
- Background Check – A standard check for all shortlisted candidates.
Important Notes
- This is an English‑speaking role that requires strong written and verbal communication skills.
- All resumes must be submitted in English.
- A background check may be required for shortlisted candidates; employment is contingent upon successful completion.
Ready to Make a Difference?
If you are a dependable, customer‑focused professional who thrives in a remote environment and is ready to help residents find their ideal homes and resolve maintenance challenges, we want to hear from you. Join brighthush and become part of a team that values innovation, integrity, and impact.