Senior Telecoms Customer Support Specialist – Remote (East London) – Technical Troubleshooting & Billing Expert – Champion Customer Success at brighthush

About brighthush – Empowering the Digital Future of the UK

brighthush is more than a telecommunications provider; we are a catalyst for digital transformation across the United Kingdom. By seamlessly blending high‑speed broadband, cutting‑edge mobile data, and crystal‑clear voice services, brighthush empowers millions of households and businesses to stay connected, collaborate, and thrive in an increasingly digital world. Our mission is simple yet ambitious: deliver reliable, innovative, and customer‑centric solutions that make everyday life easier, more enjoyable, and more productive. We are committed to building a future where every person, regardless of location, can access the tools and services they need to succeed.

Why This Role Matters

As brighthush expands its footprint in East London, we are looking for a dedicated, empathetic, and technically minded Senior Telecoms Customer Support Specialist to join our remote support squad. In this role, you will be the frontline ambassador for brighthush, ensuring that every customer interaction reflects the high standards of service that our brand is renowned for. Your expertise will directly influence customer satisfaction, loyalty, and the overall reputation of brighthush in a highly competitive market. You will help shape the customer experience, turning challenges into opportunities for growth and innovation.

Day‑to‑Day Impact

Working from the comfort of your own home, you will tackle a wide spectrum of inquiries – from technical glitches to billing questions – and your clear communication, efficient troubleshooting, and calm professionalism will directly influence customer satisfaction and loyalty. You will become the voice that turns frustration into confidence, and the problem‑solver that keeps our customers connected. Every interaction you handle is a chance to reinforce brighthush’s commitment to excellence and to leave a lasting positive impression on our community.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via phone, email, and live chat, ensuring timely and accurate assistance across all channels.
• Technical Troubleshooting: Diagnose and resolve issues related to internet connectivity, mobile data, voice services, and related hardware.
• Billing & Account Management: Handle billing inquiries, plan changes, upgrades, downgrades, and account adjustments with precision and empathy.
• Documentation: Log every interaction, resolution, and follow‑up action in the CRM system, maintaining data integrity and compliance.
• Escalation Management: Identify complex problems that require higher‑level support or cross‑department collaboration, and route them efficiently.
• Customer Education: Proactively explain service features, best practices, and new offerings to enhance the customer experience and reduce repeat inquiries.
• Process Improvement: Provide feedback on recurring issues and suggest improvements to support workflows and knowledge base content.
• Team Collaboration: Participate in regular virtual huddles, training sessions, and knowledge sharing to stay aligned with team goals and company updates.
• Quality Assurance: Review call recordings and chat transcripts to ensure compliance with brand guidelines and identify opportunities for coaching.
• Data Analysis: Track key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores, and report trends to management.

Essential Qualifications

• Minimum of 2 years’ experience in a customer support or call center environment, preferably within the telecommunications sector.
• Excellent verbal and written communication skills, with a clear, professional, and friendly tone.
• Strong problem‑solving abilities and the capacity to remain calm under pressure.
• Proficiency in using CRM software (e.g., brighthush, brighthush) and ticketing systems.
• Demonstrated ability to multitask, prioritize, and manage time effectively in a remote setting.
• Reliable high‑speed internet connection and a dedicated, quiet home office setup.
• Basic understanding of networking concepts, mobile technologies, and VoIP services is a plus.

Preferred Qualifications

• Experience with technical support for broadband, fiber, or mobile networks.
• Knowledge of billing systems and subscription management platforms.
• Familiarity with ITIL or other service management frameworks.
• Previous experience in a remote or distributed team environment.
• Multilingual capabilities to support a diverse customer base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Technical Aptitude: Ability to quickly learn new technologies and troubleshoot complex issues.
• Communication Excellence: Clear, concise, and empathetic communication across all mediums.
• Adaptability: Comfortable with evolving processes, tools, and customer expectations.
• Team Player: Willingness to collaborate, share knowledge, and support colleagues.
• Data‑Driven: Comfortable using metrics and analytics to improve service quality.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Telecoms Customer Support Specialist, you will have access to:

• Comprehensive onboarding and continuous training programs covering technical skills, product knowledge, and customer service best practices.
• Mentorship from senior support engineers and product managers.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Technical Account Manager.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to contribute to product development by sharing frontline insights and customer feedback.
• Access to industry conferences, webinars, and certification courses to keep your skill set sharp.

Work Environment & Company Culture

brighthush fosters a culture of innovation, inclusivity, and work‑life balance. Our remote team enjoys:

• Flexible working hours that accommodate personal commitments while meeting customer needs.
• A collaborative virtual environment with daily stand‑ups, knowledge‑sharing webinars, and social events.
• Access to cutting‑edge tools and technologies that streamline support workflows.
• A supportive leadership team that values transparency, open communication, and employee well‑being.
• Recognition programs that celebrate achievements, milestones, and exceptional customer feedback.
• Regular virtual coffee breaks and team‑building activities to strengthen camaraderie.

Compensation, Perks, and Benefits

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

• Base hourly wage that meets or exceeds industry standards.
• Performance‑based bonuses tied to customer satisfaction scores, resolution times, and team goals.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Paid training and professional development budget to support continuous learning.
• Flexible remote work schedule that promotes a healthy work‑life balance.
• Employee discounts on brighthush telecommunications services, including broadband, mobile plans, and VoIP solutions.
• Access to wellness programs, mental health resources, and an employee assistance program.
• Annual stipend for home office equipment upgrades.

Technology Stack & Tools

To empower our support specialists, brighthush provides a robust suite of tools that streamline every aspect of customer interaction:

• CRM & Ticketing: brighthush, brighthush – intuitive interfaces that centralise customer data and enable rapid issue resolution.
• Remote Desktop & Diagnostic Tools: Secure remote access solutions that allow specialists to troubleshoot hardware and network issues directly from the customer’s environment.
• Analytics & Reporting: Built‑in dashboards that track KPIs, customer sentiment, and support trends in real time.
• Knowledge Base & Collaboration: A dynamic, searchable repository of troubleshooting guides, FAQs, and best‑practice documents that is continuously updated by the team.
• Communication Platforms: Integrated voice, chat, and video tools that ensure seamless multi‑channel support.

Our Commitment to Sustainability

brighthush is dedicated to reducing its environmental footprint and promoting sustainable practices across all operations. We invest in energy‑efficient data centres, encourage remote work to cut commuting emissions, and partner with suppliers who share our commitment to responsible sourcing. By choosing to work with brighthush, you become part of a forward‑thinking organisation that values both customer satisfaction and the planet’s well‑being.

Ready to Make a Difference?

If you are a motivated, customer‑focused professional with a knack for troubleshooting and a desire to thrive in a dynamic, remote environment, we want to hear from you. Join brighthush and help shape the future of telecommunications while advancing your career.