Senior Remote Live Chat Customer Support Specialist – Full Time & Part Time – Champion Customer Satisfaction, Drive Culinary Innovation, and Shape the Future of Foodservice at brighthush

About brighthush

brighthush has been the cornerstone of culinary excellence across the United States for more than two decades. From bustling restaurants and upscale catering houses to luxury hotels and large event venues, we supply premium ingredients, state‑of‑the‑art kitchen tools, and unparalleled service that chefs and foodservice professionals rely on to create unforgettable dining experiences. Our reputation for quality, reliability, and forward‑thinking solutions has earned us the trust of culinary leaders who demand nothing but the best. At brighthush, we believe every plate should shine, and we provide the ingredients, tools, and support that make that possible.

In an industry where timing, precision, and flavor are everything, brighthush stands out by combining deep market expertise with a passion for innovation. We partner with suppliers, manufacturers, and distributors to bring the latest culinary trends to kitchens across the country, while our dedicated customer support team ensures that every client receives the guidance and assistance they need to succeed.

Why brighthush is the Place to Grow Your Career

• Remote Flexibility: Work from anywhere with a reliable internet connection and a quiet workspace.
• Dynamic Culture: Thrive in a supportive, inclusive environment where every voice is heard.
• Career Growth: Access continuous learning, mentorship, and clear advancement pathways.
• Competitive Compensation: Earn a fair salary, performance bonuses, and a comprehensive benefits package.
• Impactful Work: Directly influence customer satisfaction and help shape the future of the foodservice supply chain.

Your Impact as a Live Chat Champion

As the first point of contact for customers seeking assistance, advice, or support, your role is pivotal in shaping the brighthush experience. Your ability to communicate clearly, solve problems efficiently, and maintain a positive tone will directly affect our brand reputation and customer loyalty. You’ll be part of a high‑performing team that values data‑driven decisions, continuous improvement, and a customer‑centric mindset.

Beyond day‑to‑day interactions, you will serve as a bridge between customers and internal teams, translating frontline insights into actionable improvements that enhance product offerings, streamline processes, and elevate the overall customer journey.

Key Responsibilities

Daily Operations

• Respond to live chat inquiries from customers in a timely, courteous, and accurate manner.
• Provide detailed product information, usage tips, and recommendations tailored to each customer’s needs.
• Process orders, update order status, and coordinate with the logistics team to track shipments.
• Diagnose and resolve customer issues—whether technical, billing, or product‑related—while maintaining a calm and solution‑oriented demeanor.
• Escalate complex or unresolved matters to the appropriate sales, technical, or fulfillment specialists.
• Maintain up‑to‑date knowledge of product lines, promotions, policies, and industry trends.
• Collaborate with cross‑functional teams (sales, marketing, fulfillment) to ensure a cohesive customer journey.
• Monitor and report on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Participate in regular training sessions and knowledge‑sharing workshops to continuously improve service quality.

Strategic Contributions

• Identify recurring customer pain points and propose actionable improvements to product or process teams.
• Contribute to the development of knowledge‑base articles, FAQs, and chat scripts that enhance self‑service options.
• Assist in the creation and refinement of customer feedback loops, ensuring insights are captured and acted upon.
• Support seasonal campaigns and promotions by providing real‑time support and gathering customer insights.

Continuous Improvement & Innovation

• Analyze chat transcripts and customer feedback to uncover trends and opportunities for service enhancement.
• Collaborate with the analytics team to develop dashboards that track customer sentiment and operational efficiency.
• Champion the adoption of new tools and technologies that streamline support workflows and improve the customer experience.
• Lead pilot projects that test innovative support strategies, such as AI‑powered chatbots or proactive outreach initiatives.

Essential Qualifications

• High school diploma or equivalent; some college coursework is a plus.
• Minimum of 1–2 years of customer service experience, ideally in a remote or call‑center environment.
• Excellent written communication skills with a strong command of the English language.
• Strong problem‑solving abilities and a proactive mindset.
• Proficiency in using computers, internet browsers, and basic office software.
• Experience with live chat platforms (e.g., Intercom, Zendesk Chat) and CRM systems is highly desirable.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced setting.
• Flexibility to work evenings, weekends, and holidays as needed to cover peak customer traffic.

Preferred Qualifications

• Background in the foodservice or hospitality industry.
• Experience with e‑commerce order processing and fulfillment workflows.
• Knowledge of basic product inventory management systems.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) to serve a diverse customer base.
• Prior exposure to data analytics tools or reporting dashboards.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Communication Excellence: Clear, concise, and friendly written communication.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Analytical Thinking: Ability to interpret data, identify trends, and propose improvements.
• Team Collaboration: Willingness to work closely with colleagues across departments.
• Adaptability: Quick to learn new tools, processes, and product updates.
• Time Management: Efficiently handle multiple concurrent chats without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Live Chat Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and industry trends.
• Mentorship from senior support specialists and cross‑functional leaders.
• Opportunities to transition into specialized roles such as Sales Support, Technical Support, or Customer Success Management.
• Participation in innovation projects, process improvement initiatives, and product development feedback loops.
• Annual performance reviews that align your career goals with company objectives.
• Access to a learning portal that offers courses on communication, data analytics, and culinary industry fundamentals.
• Regular hackathons and idea‑generation sessions where your insights can directly influence product roadmaps.

Work Environment & Company Culture

brighthush prides itself on fostering a culture that values:

• Inclusivity: A diverse workforce where every perspective is respected.
• Collaboration: Open communication channels and cross‑team projects.
• Transparency: Clear goals, honest feedback, and open leadership.
• Innovation: Encouragement to experiment, learn from failures, and iterate.
• Work‑Life Balance: Flexible schedules, remote work options, and a focus on mental well‑being.
• Community Engagement: Volunteer opportunities and partnerships with local culinary schools.
• Recognition: Regular shout‑outs, spot bonuses, and a culture that celebrates both individual and team achievements.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to customer satisfaction and sales metrics.
• Health, dental, and vision insurance plans for you and your family.
• Paid time off (PTO), holidays, and sick leave.
• Retirement savings plan with company matching.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Professional development stipend for courses, certifications, or conferences.
• Employee referral bonuses and recognition programs.
• Access to a company‑wide discount program for culinary products and kitchen equipment.

How to Apply

Ready to take the next step? Join brighthush and help us deliver the best products and support to the foodservice community. Apply today and become part of a team that values innovation, collaboration, and excellence.

We look forward to discovering how your unique skills and passion can help us continue to elevate the culinary experience for our customers.