About brighthush
brighthush is a trailblazing digital research firm that empowers brands to make data‑driven decisions with speed, precision, and empathy. Leveraging cutting‑edge live‑platform technology, we connect consumers with brands in real time, delivering insights that shape product strategy, marketing campaigns, and customer experience. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to both our clients and our people.
Why Join brighthush?
- Impact from Day One: Your work will directly influence how we help clients understand their audiences, refine their messaging, and improve their products.
- Remote Flexibility: Work from anywhere while staying connected to a vibrant, global team.
- Growth & Learning: Access to internal training, mentorship, and the opportunity to move into product, research, or operations roles.
- Competitive Compensation: Base salary range of $45,000–$69,000, with performance bonuses and a fully vested 401(k) plan.
- Comprehensive Benefits: Generous health, dental, and vision coverage for you and your family, plus paid time off, wellness stipends, and more.
Key Responsibilities
As a Remote Customer Support Representative at brighthush, you will be the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic support across multiple channels. Your role will blend technical troubleshooting, qualitative research facilitation, and continuous process improvement.
- Multichannel Support: Respond to live chat, email, and phone inquiries, diagnosing and resolving issues related to our live‑platform, data collection tools, and user interfaces.
- Qualitative Research Facilitation: Serve as the participant liaison for IDI (In‑Depth Interviews) and Focus Group sessions, confirming member qualification, device readiness, and scheduling.
- Process & Quality Oversight: Monitor incoming qualitative responses, flag inconsistencies, and collaborate with the Commercial team to refine data quality standards.
- Security & Compliance: Adhere strictly to PI (Personal Information) protocols, data privacy guidelines, and internal security procedures.
- Continuous Improvement: Identify recurring support themes, propose workflow enhancements, and collaborate with cross‑functional teams to implement solutions.
- Flexible Scheduling: Participate in after‑hours or weekend coverage as needed, with a flexible weekday schedule that balances personal commitments.
Essential Qualifications
- Minimum 1–2 years of customer service experience, preferably in a tech or research environment.
- Exceptional verbal and written communication skills, with the ability to translate technical jargon into clear, user‑friendly language.
- Proven ability to multitask in a fast‑paced, constantly evolving setting.
- Strong organizational skills, meticulous attention to detail, and a proactive mindset.
- Empathy and a genuine customer‑first attitude.
- Logical problem‑solving skills, ownership of customer issues, and a track record of suggesting process improvements.
- Team player who thrives in a collaborative culture and is comfortable working flexible hours, including weekends.
- Computer literacy with proficiency in Microsoft Excel, Google Drive, and basic data entry.
- Experience with Salesforce and/or Zendesk is a plus, but not mandatory.
Preferred Qualifications
- Background in qualitative research or data collection, with familiarity in IDI and focus group methodologies.
- Experience moderating or reviewing qualitative responses for quality and compliance.
- Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling sensitive information.
- Previous remote work experience with a distributed team.
- Fluency in additional languages (Spanish, French, Mandarin) is an asset.
Skills & Competencies
- Customer‑centric mindset with a passion for solving user problems.
- Strong analytical thinking and the ability to translate data into actionable insights.
- Excellent time‑management and prioritization skills.
- Adaptability to new tools, processes, and evolving business needs.
- Collaboration across departments: product, engineering, research, and marketing.
- Resilience under pressure and a positive, can‑do attitude.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you master the fundamentals of customer support and qualitative research, you will have the chance to:
- Transition into a Product Support Engineer role, working closely with our engineering team to shape platform features.
- Move into a Research Analyst position, leveraging your experience with IDI and focus groups to drive client insights.
- Take on a Team Lead or Manager role, overseeing a squad of support specialists and shaping the support strategy.
- Participate in cross‑functional projects, such as product launches, platform enhancements, or client success initiatives.
- Access to internal training programs, certifications, and mentorship from senior leaders.
Work Environment & Culture
brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote-first approach means you’ll enjoy:
- Flexible work hours that accommodate your personal life.
- Regular virtual town halls and all‑hands meetings with executives.
- Collaborative tools (Slack, Zoom, Asana) that keep the team connected.
- A supportive onboarding program that pairs you with a mentor for the first 90 days.
- Annual company retreats and team‑building events.
Compensation & Benefits
- Base Salary: $45,000–$69,000 per year, commensurate with experience.
- Performance Bonus: Annual bonus potential based on individual and company performance.
- 401(k) Plan: 100% match with immediate vesting.
- Health & Wellness: Comprehensive medical, dental, and vision plans for you and your dependents.
- Paid Time Off: Generous PTO policy, including sick leave and personal days.
- Professional Development: Budget for conferences, courses, and certifications.
- Wellness Stipend: Monthly allowance for fitness, mental health, or wellness activities.
- Remote Work Allowance: Home office setup stipend and monthly internet reimbursement.
How to Apply
Ready to make a tangible impact in a fast‑growing, tech‑driven environment? Click the link below to submit your application and join the brighthush team.
We’re Excited to Meet You!
At brighthush, we’re committed to building a diverse, inclusive, and high‑performing team. If you’re passionate about customer experience, thrive in a dynamic setting, and want to grow your career while making a real difference, we encourage you to apply today. Let’s shape the future of digital research together.
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