Virtual Customer Service Representative – Remote, Louisville, KY – Join brighthush’s Dedicated Support Team

About brighthush

brighthush is a forward‑thinking wireless provider that has redefined how Americans experience connectivity. With a mission to deliver affordable, reliable service and world‑class customer support, brighthush has become a trusted name for millions of users across the United States. Our commitment to innovation, integrity, and inclusivity has earned us industry accolades and a reputation for excellence. As we continue to grow, we’re looking for passionate, tech‑savvy individuals to join our remote customer service team and help us keep our promise of exceptional service.

Why Work with brighthush?

• Impactful Work: Every interaction you handle directly improves the experience of our customers, ensuring they stay connected and satisfied.
• Flexible Remote Environment: Work from the comfort of your home office while staying connected to a vibrant, collaborative team.
• Growth Opportunities: brighthush invests in your professional development through training, mentorship, and clear career pathways.
• Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster a supportive workplace where every voice matters.
• Competitive Compensation & Perks: Enjoy a competitive salary, health benefits, paid time off, and employee discounts on our wireless plans.

Key Responsibilities

As a Virtual Customer Service Representative, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and friendly support. Your day‑to‑day tasks will include:

• Handling inbound customer calls and chat inquiries with professionalism and empathy.
• Troubleshooting device issues, network connectivity problems, and account questions using our proprietary support tools.
• Navigating multiple internal systems—CRM, ticketing, knowledge base, and billing platforms—to resolve issues efficiently.
• Documenting all interactions accurately in our ticketing system, ensuring compliance with company policies and industry regulations.
• Escalating complex or unresolved issues to specialized teams while maintaining clear communication with the customer.
• Participating in continuous improvement initiatives by providing feedback on processes, scripts, and knowledge base content.
• Maintaining a high level of product knowledge to answer questions about plans, features, and promotions.

Essential Qualifications

• High school diploma or equivalent; additional certifications in customer service or technical support are a plus.
• Minimum of 6 months of customer service experience, preferably in a technical or telecommunications environment.
• Proficient computer skills, including familiarity with Windows or macOS, Microsoft Office Suite, and web browsers.
• Reliable high‑speed internet connection: at least 20 Mbps upload and 100 Mbps download.
• Quiet, dedicated home office space that meets privacy and noise‑control standards.
• Residency within 50 miles of Louisville, Kentucky, to ensure compliance with local regulations and potential in‑person training.
• Successful completion of a background check and drug screening.
• Fluency in English, both written and spoken.

Preferred Qualifications

• Experience with call center software (e.g., Zendesk, Salesforce Service Cloud, or similar).
• Knowledge of wireless technologies, mobile devices, and common connectivity issues.
• Previous remote work experience with strong self‑management and time‑zone flexibility.
• Multilingual abilities, especially Spanish, to serve a broader customer base.
• Demonstrated ability to meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication skills.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions quickly.
• Technical Aptitude: Comfortable learning new software and troubleshooting hardware/software problems.
• Customer‑Centricity: Passion for delivering outstanding service and turning challenges into positive experiences.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment with changing priorities.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Virtual Customer Service Representative, you’ll have access to:

• Structured onboarding and ongoing training modules covering product knowledge, soft skills, and advanced troubleshooting.
• Mentorship programs pairing you with experienced team leads to accelerate your learning curve.
• Clear promotion pathways to roles such as Senior Support Specialist, Team Lead, or Technical Support Engineer.
• Cross‑departmental projects that expose you to sales, product development, and marketing teams.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

brighthush’s remote work model is built on trust, autonomy, and collaboration. Our culture is defined by:

• Flexibility: Choose your own schedule within core hours to balance work and life.
• Community: Monthly virtual town halls, team‑building events, and informal “coffee chat” sessions.
• Recognition: Employee of the Month, spot bonuses, and public shout‑outs for outstanding contributions.
• Wellness: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Diversity & Inclusion: Initiatives that celebrate cultural differences and promote equitable opportunities.

Compensation & Benefits

While the base salary for this role is competitive, brighthush offers a comprehensive benefits package designed to support your well‑being and financial security:

• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays) that grows with tenure.
• Employee discount on all brighthush wireless plans and devices.
• Professional development stipend for courses, certifications, or conferences.
• Flexible work‑from‑home stipend to cover home office equipment and internet costs.

How to Apply

Ready to join a team that values innovation, customer focus, and personal growth? Submit your application through our career portal or click the link below to start the process. We look forward to learning how your skills and passion can help brighthush continue to deliver exceptional service to our customers.

Apply to this position at brighthush

Join brighthush Today!

Be part of a company that’s reshaping the wireless experience for millions. As a Virtual Customer Service Representative, you’ll play a pivotal role in ensuring every customer feels heard, supported, and valued. If you’re driven, tech‑savvy, and eager to grow, we want to hear from you. Apply now and start your journey with brighthush.