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About brighthush
brighthush is a trailblazer in customer support solutions for the media and communications ecosystem. With a laser focus on obituary, legal, recruitment, celebration, and general classified advertising, we empower media companies to deliver flawless customer experiences that resonate with audiences worldwide. Our blend of cutting‑edge technology and a human‑centric approach ensures that every interaction is handled with empathy, efficiency, and expertise.
Founded on the belief that exceptional support drives brand loyalty, brighthush has evolved from a niche service provider to a global partner for some of the most respected media outlets. We are proud to be recognized for our commitment to innovation, data‑driven insights, and a culture that celebrates continuous learning.
Why brighthush?
At brighthush, we don’t just solve problems—we create moments of delight for our customers and partners. Our remote‑first philosophy gives you the freedom to work from anywhere while staying connected to a vibrant, collaborative team. Whether you’re a seasoned professional or just starting your career, brighthush offers:
- Structured onboarding that accelerates your learning curve.
- Mentorship from senior specialists who are passionate about your growth.
- Access to industry‑leading tools and platforms that keep you ahead of the curve.
- A culture that values diversity, inclusion, and open communication.
- Flexibility to balance work and life while contributing to a mission‑driven organization.
Role Overview
We are seeking a Customer Support Specialist – Classified Services Team to become the first line of support for our diverse customer base. In this entry‑level, full‑time remote role, you will handle inquiries across a spectrum of classified categories—obituaries, legal notices, job postings, event announcements, and more. Your mission: resolve issues quickly, accurately, and with a smile—virtually, of course.
Key Responsibilities
- Respond to customer inquiries via phone, email, and live chat with professionalism and empathy.
- Diagnose and troubleshoot issues related to classified listings, payment processing, account management, and platform navigation.
- Document every interaction in our CRM system, ensuring data integrity, compliance, and a seamless handoff to other teams.
- Collaborate with cross‑functional partners—Product, Billing, Technical Support—to resolve complex, multi‑step problems.
- Maintain up‑to‑date product knowledge across all classified categories, staying current with new features and policy changes.
- Identify process bottlenecks, propose improvements, and share insights with the broader support community.
- Adhere to service‑level agreements (SLAs) and quality metrics, consistently meeting or exceeding performance targets.
- Participate in ongoing training, workshops, and certification programs to sharpen your skills.
- Contribute to knowledge base articles, FAQs, and internal documentation to empower peers and reduce ticket volume.
Essential Qualifications
- High school diploma or equivalent; associate’s degree preferred.
- 1–2 years of customer support experience, ideally in a call center or remote environment.
- Proficiency with Microsoft Office (Word, Excel) and familiarity with CRM platforms.
- Strong written and verbal communication skills in English; additional languages are a plus.
- Exceptional multitasking ability—capable of handling multiple concurrent conversations without sacrificing quality.
- Resides in Florida, Illinois, Indiana, North Carolina, Texas, or Wisconsin.
- Reliable high‑speed internet connection and a quiet, dedicated workspace suitable for remote work.
- Self‑motivated, detail‑oriented, and comfortable working independently while staying aligned with team goals.
Preferred Qualifications
- Experience in the media or communications industry, especially with classified advertising platforms.
- Familiarity with CRM systems such as brighthush CRM, Salesforce, or similar.
- Basic understanding of payment processing, billing systems, and transaction workflows.
- Previous remote customer support experience, demonstrating reliability and self‑discipline.
- Knowledge of compliance regulations related to classified advertising (e.g., privacy, data protection).
Skills & Competencies
- Customer‑centric mindset: empathy, patience, and a genuine desire to help.
- Problem‑solving: analytical thinking, root‑cause analysis, and creative solution design.
- Time management: prioritization, deadline adherence, and efficient task execution.
- Adaptability: thriving in a fast‑changing environment with evolving processes and technologies.
- Team collaboration: clear communication, knowledge sharing, and cross‑departmental coordination.
- Attention to detail: meticulous record‑keeping, accurate documentation, and strict adherence to procedures.
- Technical aptitude: quick learning of new software, troubleshooting tools, and platform updates.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to evolve with your ambitions. As a Customer Support Specialist, you will gain access to:
- Structured onboarding with mentorship from senior specialists.
- Regular training workshops covering product updates, soft skills, and industry trends.
- Clear career ladder: Specialist → Senior Specialist → Team Lead → Manager → Director.
- Cross‑training in related functions—Billing, Technical Support, Product Management—to broaden your skill set.
- Annual performance reviews with actionable feedback and personalized development plans.
- Opportunities to lead projects, contribute to product roadmaps, and influence company strategy.
- Access to a professional development budget for courses, certifications, and conferences.
Work Environment & Culture
Our remote‑first culture empowers you to work from the comfort of your home while staying connected to a dynamic team. We value:
- Flexibility: choose your own schedule within core hours (8 AM–4 PM local time) to accommodate personal commitments.
- Collaboration: daily stand‑ups, weekly team meetings, and open communication channels via Slack, Teams, and Zoom.
- Inclusivity: a diverse workforce that celebrates different perspectives and backgrounds.
- Wellness: access to mental health resources, wellness programs, and virtual fitness classes.
- Recognition: monthly shout‑outs, spot bonuses, and employee appreciation events.
- Community: volunteer opportunities, charity drives, and social impact initiatives.
Compensation & Benefits
We offer a competitive salary range of USD 39,520 – 47,840 per year, commensurate with experience and performance. In addition, you will receive:
- 401(k) plan with company matching.
- Generous paid time off (PTO) and sick leave.
- Health, dental, and vision insurance options.
- Parental leave policy that supports new parents.
- Employee assistance program (EAP) for personal and professional support.
- Annual stipend for home office equipment and internet upgrades.
- Professional development budget for courses, certifications, and conferences.
- Flexible work‑from‑home policy and ergonomic support.
How to Apply
Ready to join a forward‑thinking team that values your contributions? Click the link below to submit your application and take the first step toward an exciting career with brighthush.
Closing
At brighthush, we’re more than just a customer support provider—we’re a community of passionate professionals dedicated to making every customer interaction memorable. If you’re eager to learn, grow, and help shape the future of media communications, we want to hear from you. Apply today and become part of a team that values innovation, collaboration, and excellence.
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