Senior Remote Technical Customer Service Specialist – Championing Customer Success, Advanced Troubleshooting, and Technical Excellence for brighthush

Welcome to brighthush – Pioneering the Future of Wholesale Automotive Technology

At brighthush, we’re not just building software; we’re redefining the entire wholesale automotive ecosystem. By fusing cutting‑edge data analytics with intuitive SaaS solutions, we empower dealers, fleet operators, and individual buyers to make smarter, faster, and more profitable decisions. Our platform rests on three core pillars: transparency, speed, and simplicity. This means our users can navigate the complex world of used‑vehicle remarketing with confidence and ease, while we focus on delivering a seamless, customer‑centric experience.

Our mission is simple: make wholesale easy. When our customers can focus on growing their businesses and delighting their own clients, the entire ecosystem thrives. That’s why we’re looking for a dedicated, tech‑savvy professional to join our remote team as a Senior Remote Technical Customer Service Specialist and become the frontline advocate for our global customer base.

Why brighthush is the Place to Grow Your Career

• Innovation at Scale – As a publicly traded, global organization, we invest heavily in research, development, and continuous improvement. Every day you’ll encounter cutting‑edge technology and fresh challenges.
• Culture of Ownership – Every team member is empowered to take initiative, make decisions, and own outcomes. Your voice matters, and your ideas shape the future of our products.
• Career Growth – We champion internal mobility. Whether you aspire to lead a support team, transition into product management, or step into engineering, we provide clear pathways and the support you need.
• Learning & Development – From tuition reimbursement to mentorship programs, we equip you with the resources to grow your skill set and advance your career.
• Remote‑First Flexibility – Work from anywhere in Canada with a fully supported remote environment. We trust you to manage your schedule while delivering exceptional service.

Role Overview

As a Senior Remote Technical Customer Service Specialist at brighthush, you will be the first point of contact for our customers, ensuring their experience is seamless, efficient, and positive. You will manage a high volume of inbound and outbound interactions across phone, chat, and email, troubleshoot complex technical issues, and collaborate with cross‑functional teams to resolve problems that impact our global customer base.

Key Responsibilities

• Respond to inbound customer inquiries via phone, chat, and email, delivering timely, accurate, and courteous solutions.
• Initiate outbound outreach to follow up on unresolved issues, provide proactive updates, and gather feedback.
• Navigate and troubleshoot multiple systems simultaneously, including our proprietary CRM (GDC Salesforce) and contact center telephony platform.
• Document all interactions in the CRM, ensuring case details are complete, accurate, and actionable.
• Escalate complex technical problems to specialized teams while maintaining clear communication with the customer.
• Maintain a first‑contact resolution rate by diagnosing root causes, applying best‑practice solutions, and documenting knowledge base updates.
• Collaborate with product, engineering, and sales teams to share customer insights and drive continuous improvement.
• Adhere to quality standards, including call handling guidelines, response time metrics, and customer satisfaction scores.
• Participate in ongoing training sessions to stay current on product updates, industry trends, and customer service best practices.
• Contribute to team initiatives, such as process optimization, knowledge base enrichment, and customer journey mapping.

Essential Qualifications

• Minimum of 3 years of experience in customer service or technical support, preferably in a SaaS or technology environment.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.
• Proficiency in using CRM systems (Salesforce or equivalent) and contact center telephony platforms.
• Demonstrated ability to troubleshoot technical issues related to site navigation, login, permissions, and application functionality.
• Excellent organizational and time‑management skills, capable of handling 60–100 interactions per day while maintaining quality.
• Adaptability to changing priorities, procedures, and technology stacks.
• Customer‑centric mindset with a passion for delivering exceptional service and first‑contact resolution.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).

Preferred Qualifications

• Experience working in the automotive industry or with automotive marketplaces.
• Familiarity with brighthush’s product suite or similar wholesale vehicle platforms.
• Knowledge of data analytics tools and dashboards used in the automotive wholesale space.
• Experience with remote work tools such as Slack, Teams, and Zoom.
• Previous exposure to a high‑volume, multi‑channel support environment.

Skills & Competencies

• Technical Proficiency – Comfortable navigating multiple applications, troubleshooting software issues, and learning new tools quickly.
• Problem‑Solving – Strong analytical skills to diagnose root causes and propose effective solutions.
• Communication – Clear, concise, and empathetic communication across verbal, written, and digital channels.
• Collaboration – Ability to work seamlessly with cross‑functional teams, sharing insights and driving collective success.
• Resilience – Thrive in a fast‑paced environment, maintaining composure under pressure and turning challenges into opportunities.
• Customer Advocacy – Champion the customer’s voice, ensuring their needs are heard and addressed promptly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technical Customer Service Specialist, you will have the chance to:

• Progress into senior support roles, team lead, or manager positions within the customer success organization.
• Transition into product management, quality assurance, or engineering roles by leveraging your deep product knowledge.
• Participate in cross‑departmental projects, gaining exposure to sales, marketing, and operations.
• Access tuition reimbursement for relevant courses, certifications, and conferences.
• Engage in mentorship programs pairing you with experienced leaders across the organization.
• Receive regular performance reviews with actionable feedback and development plans.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, collaboration, and transparency. Our culture is built on:

• Trust & Autonomy – You are empowered to manage your schedule within business hours while maintaining high service standards.
• Inclusivity & Diversity – We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Continuous Improvement – Feedback loops, retrospectives, and data‑driven decision making keep us moving forward.
• Community & Volunteering – We sponsor “Leap into Service” days, encouraging employees to give back to their communities.
• Recognition & Rewards – Outstanding performance is celebrated through awards, bonuses, and public acknowledgment.

Compensation & Benefits

We offer a competitive hourly rate of $20.00–$25.00, commensurate with experience and performance. In addition to base pay, you will receive:

• Medical, dental, and vision coverage with employer HSA contributions (US) and FSA options (US).
• Immediately vested 401(k) (US) or RRSP (Canada) with company match.
• Paid vacation, personal, and sick leave.
• Paid maternity and paternity leave (US).
• Employer‑paid short‑term disability, long‑term disability, life insurance, and AD&D (US).
• Robust Employee Assistance Program.
• Tuition reimbursement for eligible programs.
• Company‑sponsored volunteer days and community events.
• Access to wellness resources, mental health support, and flexible work arrangements.

Business Hours & Shift Details

This is a remote position based in Canada. Business hours run Monday to Friday from 7:00 am to 8:00 pm EST, and Saturday from 8:00 am to 6:00 pm EST. Agents work a 40‑hour week, scheduled in 8.5‑hour shifts that include a 30‑minute unpaid lunch break.

How to Apply

If you are a customer‑first professional with a passion for technology and a track record of delivering exceptional support, we want to hear from you. Join brighthush and help shape the future of wholesale automotive marketplaces.

Apply Now – We can’t wait to welcome you to our team!