About brighthush brighthush is a leading digital commerce platform that empowers online shoppers with seamless, personalized experiences across North America. With a mission to make every purchase effortless, we combine cutting‑edge technology, data‑driven insights, and a customer‑first culture to deliver solutions that delight consumers and drive growth for our partners. As a fast‑growing, fully remote organization, brighthush is redefining the future of e‑commerce by putting people at the center of everything we do. Position Overview We are looking for a dedicated Remote Customer Service Representative to join our support team and serve customers in Canada. The role is split between the 2nd and 3rd shifts, with a primary focus on email communication (90%) and a smaller portion on live chat (10%). If you thrive in a dynamic, tech‑savvy environment and enjoy turning challenges into solutions, brighthush offers you a platform to grow, learn, and make a real impact. Why This Role Matters Every interaction you handle shapes the perception of brighthush. By providing clear, empathetic, and timely support, you help customers navigate their shopping journey, resolve issues, and build loyalty. Your work directly influences customer satisfaction scores, repeat business, and the overall success of our e‑commerce ecosystem. Key Responsibilities Respond to customer inquiries via email and live chat, ensuring a consistent, high‑quality experience. Investigate and resolve concerns related to online shopping transactions, including order status, returns, refunds, and payment issues. Update customer accounts and maintain accurate documentation in our CRM system. Research product or policy questions and determine the most appropriate resolution. Communicate solutions clearly and professionally, tailoring tone to each customer’s needs. Escalate complex or unresolved issues to the appropriate internal teams. Follow up with customers to confirm satisfaction and close tickets. Identify recurring trends or pain points and recommend process improvements. Collaborate with cross‑functional teams—such as fulfillment, finance, and product—to resolve customer concerns. Shift Schedules & Availability 2nd Shift (300 PM – 1130 PM CST) Schedule options Tuesday‑Saturday or Sunday‑Thursday. Must work at least one weekend day each week. 3rd Shift (930 PM – 800 AM CST) Four 10‑hour shifts per week. Schedule options Sunday‑Wednesday or Wednesday‑Saturday. All associates are required to work designated holidays, including Thanksgiving, Black Friday, Christmas Eve, and Christmas. Required Qualifications High School Diploma or GED. 1–3 years of customer service experience, preferably in an online retail environment. Proven experience handling email and/or live chat interactions. 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 with CRM systems such as Zendesk, Freshdesk, or Salesforce. Knowledge of Canadian consumer protection laws and payment processing. Previous exposure to shift‑based customer support roles. Multilingual abilities (English and French are a plus). Essential Skills & Competencies Customer‑centric mindset with a passion for problem solving. Strong analytical skills to diagnose issues quickly. Excellent time‑management and organizational abilities. Adaptability to changing priorities and fast‑paced environments. Team collaboration and effective communication across departments. Proficiency in using productivity tools (Google Workspace, Microsoft Office). Training & Onboarding All new hires will participate in a comprehensive, paid remote training program lasting two weeks. Training sessions run from 830 AM to 500 PM CST and cover brighthush’s brand values, policies, and customer service standards. Product knowledge, order lifecycle, and common troubleshooting scenarios. CRM navigation, ticketing best practices, and documentation protocols. Shift‑specific guidelines, including holiday coverage and weekend requirements. Soft‑skill development empathy, conflict resolution, and effective communication. Attendance during training is mandatory and will be monitored closely. Successful completion of training is a prerequisite for full‑time deployment. Remote Work Requirements Dedicated, distraction‑free workspace that meets privacy and security standards. Reliable high‑speed internet connection (minimum 10 Mbps download). Ability to provide a current internet speed test result. Capability to submit a photo of your home workspace during the hiring process. Approved States for Remote Work Applicants must reside in one of the following states to qualify for this remote position California Colorado Connecticut District of Columbia Florida Illinois Massachusetts Michigan Minnesota New Hampshire New Jersey New York Oregon South Dakota Texas Utah Wisconsin Wyoming Compensation & Benefits As a contract‑to‑hire role, the hourly rate is set at $16.00 per hour . Compensation may vary based on qualifications, experience, and geographic location. Once transitioned to a full‑time employee, you will become eligible for a comprehensive benefits package, including Medical, dental, and vision coverage. Critical illness, accident, and hospital plans. 401(k) retirement plan with pre‑tax and Roth options. Life insurance (voluntary life and AD&D for employee and dependents). Short‑ and long‑term disability coverage. Health Spending Account (HSA). Transportation benefits and flexible spending accounts. Employee Assistance Program (EAP). Paid time off (PTO), vacation, and sick leave. Benefits are subject to eligibility criteria and may evolve over time. All employees are encouraged to review the benefits guide for detailed information. Career Growth & Learning Opportunities At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to Progress to senior support roles or team lead positions. Transition into specialized areas such as returns management, fraud prevention, or product support. Participate in cross‑functional projects that influence product development and customer experience. Access ongoing training programs, certifications, and mentorship initiatives. Earn performance‑based bonuses and recognition awards. Company Culture & Values brighthush thrives on a work‑hard, play‑hard ethos that balances professional excellence with personal well‑being. Our culture is built on Collaboration We value open communication and teamwork across all levels. Innovation Continuous improvement and creative problem solving are at the core of our operations. Inclusivity We celebrate diversity and foster an environment where every voice is heard. Transparency Clear expectations, honest feedback, and shared success guide our decision‑making. Flexibility As a fully remote organization, we support flexible work arrangements that respect individual lifestyles. Whether you’re a seasoned professional or just starting your career, brighthush offers a supportive, team‑oriented environment where you can grow, learn, and thrive. How to Apply Ready to join brighthush and help shape the future of e‑commerce? 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 align with our mission. Apply Now Closing Statement At brighthush, every customer interaction is an opportunity to make a difference. If you’re driven by service excellence, eager to work in a fast‑paced, tech‑centric environment, and ready to embrace a fully remote lifestyle, we want to hear from you. Join us on the 2nd or 3rd shift, and become part of a team that values innovation, collaboration, and continuous growth. Apply today and start your journey with brighthush! Apply for this job