Customer Service Specialist – Client Support & Billing Operations Expert for Innovative Aviation SaaS Solutions at brighthush

About brighthush

brighthush is a global leader in aviation technology, delivering cutting‑edge aircraft tracking, revenue‑optimization, and mission‑critical SaaS solutions to airlines, airports, and aviation service providers worldwide. With a portfolio that spans real‑time flight data, predictive analytics, and integrated billing systems, brighthush empowers the aviation industry to operate more efficiently, safely, and profitably. Our culture is built on innovation, collaboration, and a relentless focus on customer success. We believe that every interaction—whether it’s a phone call, an email, or a chat—has the power to shape the future of air travel.

Role Overview

As a Customer Service Specialist at brighthush, you will be the frontline advocate for our clients, ensuring that every inquiry is handled with precision, empathy, and speed. You will manage account and billing questions, navigate our sophisticated CRM platform, and collaborate with cross‑functional teams to resolve issues and enhance the overall customer experience. Your work will directly influence client satisfaction scores, retention rates, and the long‑term success of our aviation partners.

Key Responsibilities

• Client Inquiry Management: Respond to inbound support tickets, phone calls, and emails within SLA guidelines, providing clear, concise, and accurate information.
• Account & Billing Research: Investigate account details, billing discrepancies, and subscription changes using our CRM and internal databases, ensuring data integrity.
• Documentation & Knowledge Base: Log all interactions in the CRM, update knowledge base articles, and maintain meticulous records for audit and quality purposes.
• Process Improvement: Identify recurring issues, propose solutions, and collaborate with product and engineering teams to refine support workflows.
• Team Collaboration: Work closely with Sales, Technical Support, and Finance to resolve complex client requests and ensure seamless handoffs.
• Performance Metrics: Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Minimum of 3 years of dedicated customer support experience in a SaaS or technology environment.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and Microsoft Office 365 suite.
• Strong written and verbal communication skills in English, with the ability to explain technical concepts to non‑technical stakeholders.
• Excellent organizational skills, capable of managing multiple tickets and priorities simultaneously.
• Ability to work a consistent 8:00 a.m. – 4:00 p.m. Pacific Time shift, with occasional flexibility for urgent client needs.
• High level of professionalism, integrity, and a customer‑first mindset.

Preferred Qualifications

• Experience in the aviation or travel industry, particularly with flight‑tracking or revenue‑management solutions.
• Knowledge of billing systems, invoicing processes, and subscription management.
• Familiarity with data analytics tools (e.g., Power BI, Tableau) to interpret client usage metrics.
• Previous exposure to remote work environments and virtual collaboration tools.
• Multilingual capabilities (e.g., Spanish, French) to support a global customer base.

Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software, troubleshooting issues, and leveraging data to drive solutions.
• Problem‑Solving: Ability to analyze root causes, think critically, and propose actionable fixes.
• Customer Empathy: Demonstrated skill in understanding client pain points and delivering personalized support.
• Time Management: Efficiently prioritize tasks, meet deadlines, and maintain high productivity in a fast‑paced environment.
• Collaboration: Works effectively with cross‑functional teams, sharing insights and fostering a culture of continuous improvement.
• Adaptability: Thrives in a dynamic setting, quickly learning new tools and processes as the business evolves.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and advanced customer‑success techniques.
• Clear career pathways into senior support roles, account management, or product specialist positions.
• Opportunities to participate in cross‑departmental projects, expanding your skill set beyond customer service.
• Support for certifications (e.g., Salesforce Administrator, Customer Success Manager) and attendance at industry conferences.

Work Environment & Company Culture

brighthush embraces a remote‑first philosophy, empowering employees to work from anywhere in the United States while maintaining a strong sense of community. Our culture is defined by:

• Collaboration: Regular virtual town halls, team‑building activities, and open communication channels.
• Innovation: A culture that encourages experimentation, feedback, and continuous improvement.
• Diversity & Inclusion: Commitment to creating a welcoming environment for people of all backgrounds.
• Work‑Life Balance: Flexible scheduling, generous vacation policies, and wellness resources.
• Recognition: Employee awards, spot bonuses, and public acknowledgment of outstanding contributions.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for mid‑level customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and a flexible vacation policy.
• Employee assistance program, mental health resources, and wellness stipends.
• Professional development budget and tuition reimbursement for relevant courses.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving tech environment, and want to be part of a company that is redefining aviation technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Service Specialist role at brighthush. Join us and help shape the future of flight operations—one customer interaction at a time.