Remote Customer Service Representative – Email & Live Chat Support (2nd & 3rd Shift) – Elevate Your Career with brighthush

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About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering seamless online shopping experiences to millions of shoppers worldwide. With a focus on innovation, data‑driven insights, and a culture that values every team member, brighthush is redefining what it means to be a leader in the e‑commerce support space. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your voice matters, your growth is accelerated, and your impact is felt across the globe.

Position Overview

We’re looking for a dedicated Remote Customer Service Representative to join our dynamic support team. In this role, you’ll be the primary point of contact for our Canadian customers, handling inquiries via email (90%) and live chat (10%). You’ll work during the 2nd (3:00 PM – 11:30 PM CST) and 3rd (9:30 PM – 8:00 AM CST) shifts, ensuring that every customer interaction is resolved with professionalism, empathy, and efficiency.

This is a Contract‑to‑Hire opportunity based out of Madison, WI, but you’ll work fully remotely from any of the approved U.S. states listed below. The role offers a competitive hourly rate of $16.00 – $16.00 per hour, with the potential for growth and long‑term employment based on performance and business needs.

Key Responsibilities

• Respond promptly and courteously to customer inquiries via email and live chat.
• Investigate and resolve issues related to online shopping transactions, including order status, returns, refunds, and payment disputes.
• Update customer accounts and maintain accurate, detailed documentation in our CRM system.
• Research product and policy information to provide accurate, up‑to‑date solutions.
• Communicate solutions clearly and professionally, ensuring customers understand next steps.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Follow up with customers to confirm satisfaction and close tickets.
• Identify recurring trends and recommend process improvements to enhance the customer experience.
• Collaborate with cross‑functional teams—such as fulfillment, billing, and technical support—to resolve customer concerns.

Essential Qualifications

• High School Diploma or GED.
• 1–3 years of customer service experience, preferably in an online retail environment.
• Proven experience handling customer interactions via email and/or live chat.
• Strong internet navigation skills and familiarity with e‑commerce platforms.
• Basic keyboard shortcut knowledge (Ctrl+C, Ctrl+V, etc.).
• Minimum typing speed of 50 words per minute.
• Excellent written communication skills with a keen eye for detail.
• Reliable attendance and the ability to work independently in a remote setting.

Preferred Qualifications

• Experience in a fast‑paced, high‑volume support environment.
• Knowledge of customer service best practices and quality metrics.
• Familiarity with CRM tools such as Zendesk, Freshdesk, or Salesforce.
• Experience troubleshooting technical issues related to online shopping.
• Multilingual abilities (English plus any additional language).

Skills & Competencies

• Exceptional problem‑solving and analytical skills.
• Strong empathy and the ability to remain calm under pressure.
• Excellent time‑management and organizational abilities.
• Proactive communication and a collaborative mindset.
• Adaptability to changing processes, policies, and technology.

Training & Onboarding

All new hires will participate in a comprehensive, paid remote training program lasting two weeks. Training sessions run from 8:30 AM – 5:00 PM CST and cover:

• brighthush’s brand values, customer service philosophy, and product knowledge.
• Hands‑on practice with our CRM and ticketing systems.
• Role‑playing scenarios to build confidence in email and chat communication.
• Performance metrics, quality standards, and continuous improvement practices.

Attendance during training is mandatory and will be monitored closely. Successful completion of training will lead to a smooth transition into live customer interactions.

Remote Work Requirements

• Dedicated, distraction‑free workspace that meets brighthush’s privacy and security standards.
• Reliable high‑speed internet connection (minimum 10 Mbps download and 5 Mbps upload).
• Ability to provide a current internet speed test during the hiring process.
• Requirement to submit a photo of your home workspace to ensure a professional environment.

Location & Schedule

While this is a fully remote role, you must reside in one of the approved states listed below:

• California
• Colorado
• Connecticut
• District of Columbia
• Florida
• Illinois
• Massachusetts
• Michigan
• Minnesota
• North Carolina
• New Hampshire
• New Jersey
• New York
• Oregon
• South Dakota
• Texas
• Utah
• Wisconsin
• Wyoming

Shift options:

• 2nd Shift – 3:00 PM – 11:30 PM CST (Tuesday‑Saturday or Sunday‑Thursday). Must work at least one weekend day each week.
• 3rd Shift – 9:30 PM – 8:00 AM CST (Four 10‑hour shifts). Schedule options include Sunday‑Wednesday or Wednesday‑Saturday.

Associates are required to work designated holidays, including Thanksgiving, Black Friday, Christmas Eve, and Christmas.

Compensation & Benefits

Hourly Rate: $16.00 – $16.00 per hour (competitive for the role and region).

Benefits for eligible employees include:

• Medical, dental, and vision coverage.
• Critical illness, accident, and hospital coverage.
• 401(k) retirement plan with pre‑tax and Roth post‑tax contributions.
• Life insurance (voluntary life and AD&D for employee and dependents).
• Short‑ and long‑term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program (EAP).
• Paid time off (PTO), vacation, and sick leave.

Benefits are subject to eligibility, plan elections, and may change over time. All employees are encouraged to review the benefits package during onboarding.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a member of our support team, you’ll have opportunities to:

• Progress to senior support roles or team lead positions.
• Transition into specialized areas such as technical support, quality assurance, or process improvement.
• Participate in continuous learning programs, including certifications in customer service, e‑commerce platforms, and data analytics.
• Engage in mentorship and coaching initiatives that foster leadership skills.
• Contribute to cross‑functional projects that shape the future of our customer experience.

Company Culture & Values

brighthush is built on a foundation of:

• Team‑Oriented Collaboration – We celebrate collective success and encourage knowledge sharing.
• Work‑Hard, Play‑Hard Mindset – We value hard work, but we also know how to unwind and celebrate milestones.
• Commitment to Innovation – We continuously explore new tools, processes, and ideas to improve customer satisfaction.
• Respect for Diversity and Inclusion – Every voice is heard, and every perspective is valued.
• Focus on Customer Delight – Our mission is to exceed expectations at every touchpoint.

How to Apply

If you’re passionate about helping customers, thrive in a fast‑paced online environment, and are ready to join a supportive, growth‑oriented team, we’d love to hear from you. Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to This Job

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.

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