Senior Remote Live Chat Customer Support Specialist – Global E‑Commerce & Digital Experience Champion, Customer Success Advocate, Upsell Strategist, and Revenue Growth Partner at brighthush

About brighthush – The Future of Digital Customer Experience

brighthush is more than a brand; it’s a global movement that redefines how businesses connect with their audiences in the digital age. With a presence that spans six continents, we empower brands to deliver seamless, personalized experiences at scale through a blend of next‑generation e‑commerce platforms, AI‑driven support tools, and omnichannel engagement solutions. Our mission is simple yet powerful: to make every customer touchpoint feel effortless, engaging, and unforgettable. As a Senior Remote Live Chat Customer Support Specialist, you will be the frontline ambassador of this mission, turning every conversation into an opportunity for delight, loyalty, and revenue growth.

Why brighthush is the Ideal Place for Your Career

At brighthush, we believe that great talent deserves an environment that nurtures growth, celebrates diversity, and rewards impact. Here’s why you’ll love working with us:

• Fully Remote, Fully Flexible: Work from anywhere in the world—no commute, no office politics, and a schedule that adapts to your life.
• High‑Performance Culture: Join a diverse, high‑energy team that values innovation, empathy, and continuous learning.
• Competitive Compensation: Earn a base salary that matches industry standards, plus performance bonuses that reward creativity and dedication.
• Growth & Learning: Access brighthush’s internal learning platform, a curated library of courses, certifications, and workshops to sharpen both technical and soft‑skill competencies.
• Inclusive & Sustainable: Experience a culture that celebrates curiosity, inclusivity, and work‑life balance while reducing carbon footprints through remote work.

Role Overview: Your Day‑to‑Day Impact

As a Senior Remote Live Chat Customer Support Specialist, you will be the voice and face of brighthush’s commitment to customer excellence. You’ll engage with customers across multiple channels—web chat, email, and social media—providing timely, accurate, and empathetic support. Your work will directly influence customer satisfaction, retention, and revenue growth through upsell and cross‑sell opportunities.

Key Responsibilities

• Handle real‑time customer inquiries across Web Chat, Email, and brighthush’s social channels, ensuring a consistent, high‑quality experience.
• Educate customers about brighthush products, services, and best practices, turning questions into opportunities for upsell and cross‑sell.
• Maintain meticulous, up‑to‑date customer records in brighthush’s CRM, ensuring data integrity and accessibility for the wider team.
• Identify, triage, and promptly escalated priority issues to the Team Leader and Operations Team, ensuring rapid resolution.
• Actively contribute to weekly team meetings, sharing insights, best practices, and feedback to continuously improve service standards.
• Collaborate with product, engineering, and marketing teams to relay customer feedback and help shape future product enhancements.
• Adhere to shift schedules, including rotational shifts, public holidays, and weekends, to support our global customer base.
• Consistently meet or exceed Key Performance Indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).

Success Metrics & KPIs

• First‑response time under 2 minutes for live chat inquiries.
• Resolve 90%+ of tickets on the first contact.
• CSAT score of 4.5/5 or higher.
• Contribute to an NPS of 70+ across the support team.
• Adhere strictly to scheduled shifts and attendance policies.
• Follow all internal policies, procedures, and quality guidelines.
• Collaborate effectively with teammates, fostering a supportive, high‑performing environment.

Essential Qualifications

• Bachelor’s degree in any discipline (freshers welcome) or a minimum of 1 year of relevant experience.
• Fluency in written and spoken English; additional languages are a plus.
• Strong typing speed (≥ 60 WPM) and excellent keyboard proficiency.
• Demonstrated passion for customer care and a genuine desire to help others.
• Ability to work independently under minimal supervision while maintaining high productivity.
• Comfortable working under pressure and meeting set targets.
• Flexible schedule, including rotational shifts, public holidays, and weekends.

Preferred Qualifications

• Experience in a remote customer support role or in a SaaS/tech environment.
• Familiarity with brighthush’s CRM systems and knowledge‑base tools.
• Basic understanding of e‑commerce workflows and digital marketing concepts.
• Experience with brighthush’s social channel engagement.
• Prior exposure to data analysis or reporting using brighthush’s analytics tools.

Core Competencies & Skills

• Exceptional written communication and active listening skills.
• Problem‑solving mindset with a focus on root‑cause analysis.
• Empathy and emotional intelligence to handle diverse customer personalities.
• Time‑management and organizational skills to juggle multiple conversations simultaneously.
• Adaptability to new technologies, processes, and evolving customer expectations.
• Team player who thrives in a collaborative, fast‑paced environment.

Career Pathways & Growth Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Live Chat Specialist, you’ll have the chance to:

• Progress to Senior Support Specialist, Team Lead, or Customer Success Manager roles.
• Participate in cross‑functional projects that influence product roadmap and customer experience strategy.
• Access a curated library of courses, certifications, and workshops to sharpen technical and soft‑skill competencies.
• Attend quarterly town‑hall meetings and hackathons to stay connected with the broader organization.
• Earn performance‑based bonuses, referral incentives, and recognition awards.

Learning & Development at brighthush

Continuous learning is at the heart of our culture. We offer:

• Monthly skill‑building webinars covering everything from advanced chat techniques to AI integration.
• Mentorship programs pairing you with senior leaders across product, engineering, and marketing.
• Annual budget for external certifications (e.g., Zendesk, HubSpot, Salesforce) that align with your career goals.
• Access to industry conferences and virtual summits to keep you ahead of market trends.

Culture & Values

Our culture is built on the pillars of innovation, inclusivity, and impact. You’ll find:

• A flat hierarchy that encourages open dialogue and rapid decision‑making.
• Regular virtual coffee breaks, game nights, and wellness sessions to foster camaraderie.
• A transparent feedback loop where your voice directly influences product and process improvements.
• Commitment to sustainability, with remote work reducing carbon footprints and supporting work‑life harmony.

Compensation & Perks

While specific figures may vary based on experience and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Annual performance bonus and referral hire bonus.
• Night shift allowance and overtime payment for additional hours.
• Health, vision, and dental insurance coverage.
• Education allowance for professional development courses through brighthush’s learning platform.
• Team outings, virtual events, and a culture of celebration.
• Fully equipped IT asset package (laptop, headset, monitor, etc.) to ensure a productive remote workspace.

How to Apply

If you’re ready to bring your customer‑centric mindset, technical agility, and passion for excellence to a forward‑thinking, remote‑first organization, we want to hear from you.

Submit your application through the brighthush careers portal or click the link below to apply directly:

Apply to this Remote Live Chat Customer Support Specialist role

Join brighthush Today!

Be part of a team that’s not just delivering support, but crafting memorable experiences that keep customers coming back. Your journey to a fulfilling, impactful career starts here.