Customer Experience & Software Support Specialist – Retirement Plan Administration & Innovation

About brighthush

brighthush has been a trusted partner for employee benefit professionals for over five decades. As a leading provider of retirement plan software and services, we blend deep industry expertise with a forward‑thinking mindset to help organizations and their employees navigate the complex world of pensions, 401(k)s, and other qualified retirement plans. Our mission is simple: empower people to plan, work, and retire with confidence. By combining cutting‑edge technology, regulatory insight, and a culture of curiosity, brighthush is shaping the future of workplace benefits.

About the Role

We’re looking for a dynamic Customer Experience & Software Support Specialist to join our Customer Service team. In this role, you will be the frontline advocate for our clients, ensuring they receive timely, accurate support while also driving continuous improvement of our software platform. Your deep knowledge of retirement plan administration will help us stay compliant with evolving regulations, and your passion for user experience will guide the development of new features that truly meet our customers’ needs.

Why This Role Matters

• Impactful Work: Your support will directly influence how thousands of employees plan for retirement.
• Cross‑Functional Collaboration: Work closely with product, engineering, and compliance teams to shape the next generation of retirement software.
• Growth Opportunities: As brighthush expands, you’ll have the chance to move into product management, quality assurance leadership, or senior customer success roles.

Key Responsibilities

• Customer Support Excellence: Handle inbound phone and email inquiries, resolve issues using our ticketing system, and track performance metrics to ensure SLA compliance.
• Product Feedback Loop: Capture customer pain points and translate them into actionable requirements for the development team.
• Quality Assurance & Testing: Design and execute test plans for new releases, verify bug fixes, and validate compliance with ERISA, SECURE 2.0, and other regulations.
• Training & Knowledge Management: Create user guides, FAQs, and webinar content to educate clients on new features, regulatory changes, and best practices.
• Automation & Process Improvement: Identify opportunities to automate repetitive tasks, streamline ticket routing, and enhance the overall customer journey.
• Compliance Monitoring: Stay current on pension regulations, perform compliance testing, and ensure the platform meets all statutory requirements.
• Data Analysis: Use performance tracking tools to analyze support trends, identify root causes, and recommend process enhancements.

Essential Qualifications

• Minimum 3 years of client‑service or software support experience in the pension or retirement plan industry.
• In‑depth knowledge of qualified retirement plans, including compliance testing, contributions, distributions, and document maintenance.
• Hands‑on experience with retirement plan software platforms such as CalcAir, DATAIR, Relius, ASC, or FT Williams (or equivalent).
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and performance tracking dashboards.
• Strong analytical skills and a data‑driven approach to problem solving.
• Excellent written and verbal communication skills in English.
• Ability to work independently and as part of a cross‑functional team in a fast‑paced environment.

Preferred Qualifications

• Credentials from ASPPA (QKA) or NIPA, or active progress toward one.
• Experience with automation tools (e.g., UiPath, Automation Anywhere) to enhance customer support workflows.
• Familiarity with ERISA, SECURE 2.0, and other recent regulatory changes affecting retirement plans.
• Background in quality assurance or product testing within a SaaS environment.
• Experience creating and delivering training webinars or in‑person workshops.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve problems.
• Technical Aptitude: Comfortable learning new software, troubleshooting technical issues, and using data analytics tools.
• Project Management: Ability to prioritize tasks, manage multiple tickets, and meet deadlines.
• Collaboration: Strong interpersonal skills to work effectively with engineering, product, compliance, and sales teams.
• Continuous Improvement: Curiosity‑led approach to identifying inefficiencies and proposing innovative solutions.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience & Software Support Specialist, you will:

• Participate in a structured mentorship program with senior product managers and compliance experts.
• Attend quarterly learning sessions on emerging retirement regulations, new software features, and industry best practices.
• Earn certifications such as ASPPA QKA, NIPA, or relevant technical certifications through our tuition reimbursement program.
• Progress into roles such as Senior Support Engineer, Product Quality Lead, or Customer Success Manager.
• Lead cross‑functional initiatives that shape the future of our platform.

Work Environment & Company Culture

brighthush fosters a culture that values curiosity, collaboration, and customer focus. Our team is:

• Highly skilled and diverse, with a shared passion for retirement plan technology.
• Committed to open communication, transparency, and continuous feedback.
• Encouraged to experiment with new ideas, test hypotheses, and iterate quickly.
• Supported by a flexible work model that balances remote and on‑site collaboration.
• Celebrated for achievements through recognition programs, hackathons, and community outreach.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: USD $67,500 – $82,500 per year (commensurate with experience).
• Performance‑based bonus and profit‑sharing opportunities.
• Comprehensive health, dental, and vision insurance plans.
• Short‑term and long‑term disability coverage.
• 401(k) retirement plan with company match.
• Paid time off: 10 days of vacation for new hires, sick leave per state requirements, 8 company‑paid holidays, and 2 personal holidays annually.
• Professional development stipend and tuition reimbursement.
• Wellness programs, gym memberships, and mental health resources.
• Employee assistance program and flexible work arrangements.

How to Apply

If you’re ready to bring your expertise in retirement plan administration to a forward‑thinking organization, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this job

Join brighthush – Where Customers Are Our Compass

At brighthush, we’re building more than software; we’re building a future where employees can plan, work, and retire with confidence. If you’re passionate about customer experience, thrive in a collaborative environment, and want to make a real impact on people’s lives, this is the place for you. Apply today and help shape the next chapter of retirement technology.