Customer Care Specialist I – Remote – Digital Audio & Guitar Product Support – Join brighthush’s Innovative Team

About brighthush

brighthush is a trailblazer in the world of digital audio and guitar technology, crafting premium interfaces, guitar gear, and studio software that empower musicians to capture and shape sound with unparalleled clarity and creativity. With a legacy rooted in meticulous engineering and a forward‑looking vision that places the artist at the center, brighthush is redefining how music is made, recorded, and shared worldwide.

Why brighthush?

At brighthush, we believe that every note matters. Our products are engineered to deliver studio‑grade performance in the hands of musicians, producers, and engineers, whether they’re working in a home studio or a professional facility. We’re not just a technology company; we’re a community of creators who thrive on collaboration, innovation, and a relentless pursuit of sonic excellence.

Our Mission

To inspire and empower music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing them to sound like the records they love.

Our Vision

We envision a future where every music maker, from hobbyists to industry leaders, trusts brighthush as a creative partner. Our gear will be the backbone of the best home, project, and professional studios, seamlessly integrating audio interfaces, guitar equipment, microphones, and software to deliver unrivaled sonics and operational harmony.

Position Overview

As a Customer Care Specialist I at brighthush, you will be the frontline advocate for our customers, ensuring a seamless experience from pre‑sale inquiries to post‑purchase support. Working remotely, you’ll provide expert assistance across multiple channels—phone, chat, email, and self‑service tools—helping users troubleshoot hardware and software, configure their systems, and achieve the best possible results with our products.

Key Responsibilities

• Customer Support Excellence: Respond to all brighthush customer inquiries promptly, delivering accurate, friendly, and solution‑focused assistance.
• Product Installation & Troubleshooting: Guide users through the setup of brighthush interfaces, guitar gear, and software on Windows and macOS platforms, diagnosing and resolving common connectivity, driver, and performance issues.
• DAW Configuration: Assist customers in configuring popular digital audio workstations (Cubase, Pro Tools, Ableton Live, Logic Pro, Nuendo, etc.) to work flawlessly with brighthush hardware and software.
• Knowledge Base Development: Create clear, concise written guides and video tutorials that empower customers to solve problems independently.
• Escalation Management: Identify complex issues, coordinate with engineering and product teams, and ensure timely resolution to maintain high customer satisfaction scores.
• Order & RMA Processing: Manage replacement part orders, issue Return Material Authorizations (RMAs), and coordinate logistics through our distribution partners.
• Account & Purchase Support: Resolve account‑related inquiries, review online purchase histories, and provide pre‑sale product information to help customers make informed decisions.
• Cross‑Functional Collaboration: Liaise with sales, engineering, and logistics teams to streamline support workflows and share customer feedback that drives product improvements.
• Metrics & Reporting: Track response times, resolution rates, and customer satisfaction metrics, contributing to continuous improvement initiatives.

Essential Qualifications

• High school diploma or equivalent; formal education in recording technology or a related field is a plus.
• Strong verbal and written communication skills in English; additional language proficiency is a bonus.
• Demonstrated problem‑analysis and troubleshooting abilities, especially with audio hardware and software.
• Attention to detail, accuracy, and a methodical approach to data collection and documentation.
• Empathy, patience, and a customer‑first mindset.
• Experience with brighthush hardware (UAD‑2, Apollo) and software (brighthush Console, LUNA) is required.
• Ability to lift up to 20 pounds and sit for extended periods.
• Reliable high‑speed internet connection and a dedicated workspace at home.
• Flexibility to work overtime and weekends as needed.

Preferred Qualifications

• Advanced knowledge of Windows and macOS system configuration and troubleshooting.
• Proficiency with a range of DAWs and familiarity with signal routing, studio hardware, and modern recording techniques.
• Experience in a technical support or customer service role within the audio or music technology industry.
• Knowledge of guitar rig configuration, pedalboard setup, and effects chains.
• Previous exposure to creating video tutorials or instructional content.

Skills & Competencies

• Technical aptitude: Comfortable diagnosing hardware and software issues.
• Communication: Clear, concise, and engaging in both written and verbal formats.
• Problem‑solving: Ability to think critically and devise practical solutions.
• Time management: Prioritize tasks and meet service level agreements.
• Collaboration: Work effectively with cross‑functional teams.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the music you help create. Starting as a Customer Care Specialist I, you’ll gain deep product knowledge and technical expertise that can lead to roles such as:

• Senior Customer Support Engineer
• Product Support Specialist – Hardware or Software
• Technical Training & Documentation Lead
• Customer Success Manager
• Field Service Engineer

We invest in your professional development through internal training programs, access to industry conferences, and mentorship from seasoned engineers and support leaders.

Work Environment & Culture

brighthush fosters a culture of creativity, collaboration, and continuous improvement. Even though you’ll be working remotely, you’ll be part of a vibrant community that values:

• Open communication and transparency.
• Innovation and experimentation.
• Work‑life balance and flexibility.
• Recognition of achievements and contributions.
• Diversity, equity, and inclusion at every level.

Compensation & Benefits

We offer a competitive hourly rate of $20.10 – $23.27, adjusted based on the cost of living in your region. In addition to base pay, you’ll enjoy:

• Profit sharing and stock options.
• Health, dental, and vision insurance.
• 401(k) with Safe Harbor contribution.
• Flexible paid time off (PTO), sick leave, and company holidays.
• Remote work stipend for home office setup.
• Access to brighthush product discounts and early‑access to new releases.
• Professional development budget and tuition reimbursement.

How to Apply

If you’re passionate about music technology, love helping people solve problems, and want to be part of a company that’s shaping the future of audio, we’d love to hear from you. Submit your application through our careers portal and join the brighthush family.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or any other protected status.