Senior Remote Customer Support Specialist – Multi‑Channel Phone, Email & Live Chat Expert – Elevate Customer Experience at brighthush

About brighthush

brighthush is more than a recruitment platform; it’s a catalyst for change in the talent‑acquisition landscape. Since our founding in 2024, we have blended cutting‑edge artificial intelligence, advanced data analytics, and human‑centered design to create a hiring experience that feels personal, transparent, and empowering for both candidates and employers. With a vibrant team of 11–50 professionals headquartered in Los Angeles, California, we are scaling rapidly and inviting passionate individuals to join our mission of transforming recruitment worldwide.

Our core belief is that great talent deserves a great experience, and that experience begins with the people who support our users. That’s why we invest heavily in a customer‑first culture, continuous learning, and a merit‑based reward system that celebrates results, innovation, and collaboration.

Why brighthush?

At brighthush, we empower our team members to work from anywhere in the United States while enjoying the same level of support, growth, and recognition that you would find in a traditional office environment. We celebrate diversity, champion innovation, and reward results with a transparent, merit‑based system. Our remote‑first approach means you can build a career that fits your lifestyle, whether you’re a seasoned professional or just starting out.

We are committed to:

• Providing a flexible work schedule that respects your personal commitments.
• Offering a collaborative environment where ideas flow freely across product, engineering, marketing, and support teams.
• Recognizing and rewarding excellence through performance bonuses, spot awards, and public shout‑outs.
• Fostering a culture of continuous improvement, where every team member is encouraged to experiment, learn, and grow.

Key Responsibilities

As a Remote Customer Support Specialist, you will be the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic assistance across multiple channels. Your day‑to‑day will involve:

• Managing a shared queue of customer inquiries received via phone, email, and live chat, accurately identifying the nature of each request.
• Leveraging the CRM (Pipedrive) to review prior interactions and customer data before crafting responses, ensuring every conversation starts with context.
• Creating, updating, and organizing service tickets in Oracle Service Cloud, documenting the question, actions taken, guidance provided, and next steps.
• Engaging in live chat conversations using Olark, delivering clear, concise information and confirming customer understanding.
• Handling inbound phone calls through RingCentral, verifying the request, summarizing the discussion, and recording comprehensive notes post‑call.
• Consulting approved knowledge bases to locate up‑to‑date product or service details, explaining options without making unsupported commitments.
• Asking focused follow‑up questions when information is missing, and reconnecting with customers through the appropriate channel once updates are available.
• Escalating complex, unresolved, or recurring concerns to the customer service team lead or designated internal contact, providing a concise summary and relevant interaction history.
• Collaborating with the support team to identify patterns in customer questions, inaccuracies in knowledge resources, or areas requiring further review.
• Maintaining high quality standards through accurate responses, timely turnaround, complete notes, appropriate follow‑up, and correct routing of escalated issues.
• Participating in weekly support retrospectives to share insights, propose process improvements, and celebrate successes.
• Contributing to the continuous enhancement of our knowledge base by drafting new articles, updating existing content, and ensuring information accuracy.

Essential Qualifications

We’re looking for candidates who bring a blend of technical aptitude, communication excellence, and a passion for customer success:

• High school diploma or equivalent (college coursework or a bachelor’s degree is a plus).
• Authorization to work in the United States.
• Demonstrated ability to understand product or service information and translate it into clear, customer‑friendly explanations.
• Experience using a CRM (e.g., Pipedrive) and a support platform (e.g., Oracle Service Cloud) after training.
• Comfort navigating live chat tools (e.g., Olark) and contact‑center phone systems (e.g., RingCentral).
• Strong listening skills, clear writing, and calm verbal interaction when responding to diverse customer inquiries.
• Excellent organizational skills, with the ability to keep detailed interaction notes, follow established response steps, and recognize when escalation is necessary.
• Prior experience assisting customers via phone, email, or online chat.
• Proficiency in troubleshooting basic technical issues and guiding users through step‑by‑step solutions.

Preferred Qualifications

While not mandatory, the following experience will set you apart:

• Previous work in a high‑volume customer support environment, preferably in SaaS or tech.
• Familiarity with knowledge‑base management and content creation.
• Experience with multi‑channel support platforms and ticketing systems.
• Knowledge of recruitment technology or HR software.
• Proficiency in additional languages beyond English.
• Experience with data‑driven support metrics and reporting.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills:

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Communication: Clear, concise writing and speaking; active listening.
• Technical Proficiency: Quick adaptation to new software, CRM, and support tools.
• Problem‑Solving: Ability to diagnose issues, research solutions, and provide actionable guidance.
• Time Management: Prioritizing tasks, meeting SLAs, and handling multiple inquiries simultaneously.
• Collaboration: Working closely with teammates, product specialists, and leadership.
• Adaptability: Thriving in a fast‑moving environment and embracing change.
• Attention to Detail: Maintaining accurate records and ensuring high‑quality responses.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Support Specialist, you will:

• Receive structured onboarding and ongoing training on Pipedrive, Oracle Service Cloud, Olark, and RingCentral.
• Participate in regular check‑ins with the customer service team lead to discuss learning progress, performance metrics, and support priorities.
• Build deep product knowledge, enabling you to become a subject matter expert and potential future mentor.
• Develop escalation routing skills, positioning you for roles in support management or product support engineering.
• Access to internal workshops, webinars, and industry conferences to broaden your skill set.
• Opportunity to contribute to cross‑functional projects, such as product feature testing, knowledge‑base enhancements, and customer‑feedback loops.
• Clear career ladder with defined milestones for advancement to Senior Specialist, Team Lead, or Support Manager.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Even though we operate remotely, we maintain:

• Weekly virtual team huddles to share wins, challenges, and ideas.
• Open channels for feedback and suggestions, ensuring every voice is heard.
• A collaborative workspace where cross‑functional teams (product, engineering, marketing) regularly interact.
• Recognition programs that celebrate milestones, customer success stories, and personal achievements.
• Monthly virtual coffee breaks and themed learning sessions to foster community and continuous learning.
• Annual virtual retreats that bring the entire team together for strategy, team building, and celebration.

Compensation & Benefits

We offer a competitive salary that reflects your experience and the value you bring to our customers. In addition to base pay, you will enjoy:

• Health, dental, and vision coverage for you and your dependents.
• Paid time off (vacation, sick leave, holidays) with a generous accrual schedule.
• 401(k) retirement plan with company match.
• Maternity and paternity leave policies that support work‑life balance.
• Monthly stipends for home office setup and internet.
• Performance‑based bonuses and incentive programs tied to customer satisfaction and team goals.
• Continuous learning stipend for courses, certifications, or conferences.
• Access to wellness programs, mental‑health resources, and employee assistance programs.
• Flexible work hours and the ability to choose your preferred time zone within the U.S.

How to Apply

If you’re passionate about delivering outstanding customer experiences and want to grow with a forward‑thinking tech company, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.