About brighthush

brighthush is more than a supplier of fitness equipment – we’re a movement that empowers trainers, athletes, and everyday fitness enthusiasts to reach their highest potential. Since our founding, we have blended cutting‑edge technology, rigorous engineering, and an unwavering commitment to customer success to create a product line that is as reliable as it is innovative. Our 100 % Performance Guarantee is a promise that every piece of equipment we ship will perform flawlessly, and every customer interaction will be handled with the same level of excellence. When you join brighthush, you become part of a culture that values curiosity, collaboration, and the relentless pursuit of improvement.

Why This Role Matters

In the fast‑paced world of fitness, downtime is not just a inconvenience – it can translate into lost revenue, frustrated partners, and a tarnished brand reputation. As the voice of brighthush, you are the first line of defense against these challenges. Your ability to resolve issues quickly, communicate clearly, and build trust will shape the customer journey from the moment an order is placed to the day a gym member completes their first workout on our equipment. By delivering exceptional service, you directly influence customer loyalty, retention, and the long‑term success of the gyms, studios, and training facilities that rely on us.

Key Responsibilities

• Multi‑Channel Support: Deliver professional, friendly, and solution‑oriented assistance across phone, email, live chat, and social media platforms.
• Order & Shipping Guidance: Walk customers through the entire purchasing process, from product selection to shipping status, ensuring a seamless experience.
• Product Knowledge Mastery: Stay current on our full catalog, technical specifications, warranty terms, and any new product releases.
• Issue Diagnosis & Resolution: Identify root causes of product or service problems, provide troubleshooting steps, and coordinate with fulfillment, sales, or engineering when escalation is required.
• CRM & Data Integrity: Log every interaction accurately in our CRM, maintain clean data, and set follow‑up reminders to keep the customer journey on track.
• Proactive Customer Engagement: Reach out after issue resolution to confirm satisfaction, gather feedback, and identify opportunities for upsell or cross‑sell.
• Continuous Process Improvement: Analyze recurring pain points, propose solutions, and collaborate with cross‑functional teams to refine support workflows and knowledge bases.
• Team Collaboration & Knowledge Sharing: Participate in daily stand‑ups, knowledge‑sharing sessions, and training workshops to stay aligned with company goals and best practices.

Essential Qualifications

• Minimum 1 year of experience in a customer‑facing role, preferably in technical support or client service.
• Exceptional written and verbal communication skills, with the ability to translate complex information into clear, concise language.
• Strong analytical and problem‑solving skills, coupled with a calm, solution‑oriented mindset.
• Proficiency with CRM platforms such as Salesforce, HubSpot, or Zendesk, and experience with support ticketing systems.
• Highly organized, detail‑oriented, and capable of juggling multiple priorities in a fast‑moving environment.
• Positive, can‑do attitude and genuine enthusiasm for helping others succeed.
• Self‑motivated and comfortable working remotely with a reliable internet connection and a quiet workspace.

Preferred Qualifications

• Experience in the fitness or sporting goods industry, or familiarity with gym equipment and maintenance.
• Knowledge of e‑commerce order processing, fulfillment workflows, and inventory management.
• Background in troubleshooting hardware or software products, including basic electrical or mechanical issues.
• Multilingual abilities (Spanish, French, or other languages) to serve a diverse customer base.
• Experience with data analysis or reporting to contribute to continuous improvement initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Always put the customer’s needs first and strive to exceed expectations.
• Communication Excellence: Articulate ideas clearly, listen actively, and adapt tone to the customer’s context.
• Technical Literacy: Comfortable navigating multiple software tools and troubleshooting basic hardware issues.
• Collaboration & Teamwork: Work seamlessly with sales, fulfillment, engineering, and marketing teams.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe that growth starts with learning. As a Remote Customer Service Specialist, you’ll have access to a wealth of development resources designed to accelerate your career trajectory.

• Structured onboarding and mentorship programs that fast‑track your ramp‑up and integrate you into our culture.
• Regular skill‑building workshops covering advanced CRM techniques, product training, customer psychology, and data‑driven decision making.
• Clear career pathways – whether you aspire to become a Customer Success Manager, a Product Support Lead, or a Sales Operations Analyst, we provide the roadmap and support.
• Cross‑departmental projects that broaden your understanding of the entire customer lifecycle and expose you to new business functions.
• Annual performance reviews with actionable feedback, personalized development plans, and recognition of your achievements.

Work Environment & Company Culture

Remote First, People‑First – our entire team operates from the comfort of their own homes, yet we maintain a vibrant, collaborative culture through:

• Weekly virtual coffee chats, team‑building activities, and informal “show & tell” sessions.
• Open communication channels – Slack, Microsoft Teams, and regular video conferences keep everyone connected and informed.
• Inclusive policies that celebrate diversity, equity, and belonging, ensuring every voice is heard and valued.
• Flexible work hours that respect personal commitments while ensuring coverage during peak customer times.
• A culture of transparency, where leadership shares company metrics, goals, and challenges openly, fostering a sense of shared purpose.

Compensation & Benefits

While specific figures vary by experience, we offer a competitive hourly rate that reflects the value you bring. In addition, you’ll receive:

• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid time off (vacation, sick leave, and personal days) to recharge and maintain a healthy work‑life balance.
• Unlimited professional development budget for courses, certifications, and conferences that align with your career goals.
• Monthly wellness stipend to support your physical and mental health, including gym memberships, fitness classes, or wellness apps.
• Access to our brighthush Fitness Club discount program – enjoy discounted equipment, training resources, and exclusive events for yourself and your family.

Ready to Make an Impact?

If you’re passionate about delivering outstanding customer experiences, thrive in a remote setting, and want to help fitness professionals achieve their best, brighthush wants to hear from you. Join a team that values innovation, integrity, and the relentless pursuit of excellence. Together, we’ll empower gyms, studios, and athletes to reach new heights—one satisfied customer at a time.

and become the friendly voice behind brighthush’s commitment to performance and service.