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About brighthush

brighthush is a trailblazing logistics and retail technology company that redefines how goods move from point A to point B. With a mission to create seamless, customer‑centric experiences, we empower millions of shoppers, merchants, and delivery partners across the United States. Our culture is built on curiosity, collaboration, and a relentless focus on delivering world‑class service. Whether you’re a seasoned professional or a recent graduate, brighthush offers a dynamic environment where your ideas can shape the future of e‑commerce logistics.

Why Join brighthush?

• Impact at Scale: Your work directly influences the satisfaction of thousands of customers, drivers, and retailers.
• Remote Flexibility: Fully remote, with no geographic restrictions within the U.S. – work from wherever you thrive.
• Competitive Compensation: Base salary up to $52,000 per year, with performance‑based bonuses and equity opportunities.
• Comprehensive Benefits: Health, dental, vision, 401(k) match, paid parental leave, and a generous paid time‑off policy.
• Growth & Learning: Structured mentorship, access to online courses, and a clear career ladder from Support to Operations to Product.
• Inclusive Culture: A diverse, inclusive workplace that celebrates every voice and encourages continuous improvement.

Key Responsibilities

As a Remote Customer Support Representative at brighthush, you will be the frontline advocate for our customers, luggers, and retailers. Your role will blend customer service, data analysis, and process improvement to ensure an exceptional experience across all touchpoints.

• Respond promptly to customer inquiries via email, live chat, and SMS, maintaining a high level of professionalism and empathy.
• Resolve complex issues related to orders, returns, payments, and delivery status, ensuring timely and accurate solutions.
• Analyze real‑time data to identify patterns, root causes, and opportunities for operational efficiencies.
• Collaborate with cross‑functional teams (Product, Engineering, Operations, and Retail) to communicate customer pain points and propose actionable improvements.
• Maintain accurate records in our CRM and ticketing system, ensuring all interactions are documented for future reference.
• Achieve and exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Participate in continuous training sessions to stay current on product updates, industry trends, and best practices.
• Actively contribute to the creation and refinement of knowledge base articles, FAQs, and internal playbooks.
• Support the onboarding of new team members by sharing insights, best practices, and troubleshooting tips.
• Represent brighthush’s brand values in every interaction, fostering trust and loyalty among our stakeholders.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1–2 years of customer support experience, ideally in a tech‑driven environment.
• Proficiency in using customer support platforms (e.g., Zendesk, Intercom, Freshdesk) and basic data tools (Excel, Google Sheets).
• Strong written communication skills with the ability to convey complex information clearly and concisely.
• Excellent problem‑solving skills and a proactive mindset for identifying root causes.
• Ability to handle high‑volume, fast‑paced work while maintaining accuracy and attention to detail.
• Comfortable with remote work tools (Slack, Zoom, Teams) and a reliable home office setup.
• Demonstrated commitment to customer‑centric values and a passion for continuous improvement.

Preferred Qualifications

• Experience in the logistics, e‑commerce, or retail sectors.
• Knowledge of order‑fulfillment processes, shipping carriers, and return‑management systems.
• Familiarity with data analytics tools (Power BI, Tableau) or experience with SQL queries.
• Previous involvement in process‑improvement initiatives or quality‑assurance projects.
• Multilingual capabilities to support a diverse customer base.
• Background in project management or agile methodologies.

Core Skills & Competencies

• Customer‑First Mindset: Empathy, patience, and a genuine desire to help.
• Analytical Thinking: Ability to interpret data, spot trends, and recommend solutions.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Technical Aptitude: Quick learner of new software, platforms, and digital tools.
• Collaboration: Comfortable working with cross‑functional teams and sharing insights.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.
• Time Management: Prioritize tasks effectively while meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Customer Support Representative, you will have clear pathways to advance into:

• Senior Support Specialist – leading complex cases and mentoring peers.
• Support Team Lead – overseeing a small team, setting KPIs, and driving process improvements.
• Operations Analyst – applying data insights to optimize fulfillment and logistics.
• Product Specialist – collaborating with engineering to shape new features based on customer feedback.
• Customer Success Manager – building long‑term relationships with key retailers and partners.

We provide ongoing learning through internal workshops, external certifications, and a generous stipend for online courses. Mentorship programs pair you with senior leaders to accelerate your professional development.

Work Environment & Culture

brighthush’s remote culture is anchored in transparency, trust, and a shared commitment to excellence. Our virtual office includes:

• Weekly all‑hands meetings to share updates, celebrate wins, and align on priorities.
• Monthly “Innovation Fridays” where teams pitch new ideas and experiment with rapid prototypes.
• Open communication channels via Slack, ensuring instant collaboration across time zones.
• A culture of psychological safety that encourages honest feedback and continuous learning.
• Regular virtual social events (game nights, trivia, coffee chats) to build camaraderie.

Compensation, Perks & Benefits

• Base Salary: Up to $52,000 per year, commensurate with experience.
• Performance Bonuses: Quarterly bonuses tied to team and individual KPIs.
• Equity: Eligibility for stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental‑health resources.
• Retirement: 401(k) with company match up to 4%.
• Paid Time Off: 20 days of vacation, 10 sick days, plus paid holidays.
• Parental Leave: 12 weeks paid parental leave for new parents.
• Home Office Stipend: $500 one‑time stipend for setting up a productive remote workspace.
• Learning & Development: Annual stipend for courses, conferences, or certifications.
• Wellness Programs: Access to virtual fitness classes, meditation sessions, and wellness challenges.

How to Apply

Ready to make a tangible impact on the future of logistics and customer experience? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re hiring fast and look forward to welcoming a passionate, customer‑centric professional to our remote team.