Customer Success Agent – Bilingual Portuguese & English – Remote – Empowering Global Research Communities

About brighthush

brighthush is a trailblazing SaaS platform that transforms how researchers, clinicians, and data scientists collaborate on evidence‑based projects. By harnessing artificial intelligence to streamline literature discovery, extraction, and synthesis, we enable teams worldwide to make faster, more informed decisions. Our mission is simple yet powerful: accelerate the pace of discovery and improve outcomes across healthcare, academia, and industry.

Founded in 2020, brighthush has grown from a small startup to a global, fully remote organization with a diverse, mission‑driven team. We pride ourselves on a culture of curiosity, continuous learning, and relentless focus on customer success. Whether you’re a seasoned professional or a recent graduate, you’ll find an environment that values innovation, collaboration, and personal growth.

Why This Role Matters

As the first voice of our Customer Success team, you will shape the experience of every user who interacts with brighthush. Your work will directly influence product adoption, customer satisfaction, and the long‑term success of our platform. By bridging the gap between our engineering, product, and support teams, you’ll help create a seamless journey from onboarding to advanced usage, ensuring that every Portuguese‑speaking customer feels empowered and supported.

Key Responsibilities

• Customer Support & Onboarding – Respond to inquiries via Zendesk in both Portuguese and English, guiding new users through the onboarding process and ensuring they achieve early wins.
• Lifecycle Management – Monitor renewal dates, feature adoption milestones, and upgrade opportunities, proactively engaging customers to maximize value.
• Knowledge Base Development – Author, translate, and maintain comprehensive help articles, FAQs, and video tutorials in both languages, ensuring content is up‑to‑date and easily searchable.
• Training & Webinars – Design and host live webinars, workshops, and one‑on‑one training sessions that empower users to leverage advanced features and best practices.
• Process Improvement – Identify bottlenecks in support workflows, propose AI‑driven automation solutions, and collaborate with engineering to implement enhancements.
• Customer Health Monitoring – Use analytics dashboards to track engagement metrics, flag at‑risk accounts, and develop remediation plans.
• Feedback Loop – Gather user insights, prioritize feature requests, and communicate feedback to Product and Engineering teams.
• Team Collaboration – Work closely with Sales, Marketing, and Support to align on customer journeys and share best practices across departments.
• Playbook Creation – Contribute to the development of internal playbooks, SOPs, and training materials that standardize high‑quality customer interactions.

Essential Qualifications

• Fluency in Portuguese (Brazilian or European) and English, both written and spoken.
• Minimum 2 years of experience in Customer Success, Technical Support, or SaaS‑based customer service roles.
• Proficiency with Zendesk or equivalent ticketing systems.
• Experience with CRM platforms (Zoho CRM, Salesforce, HubSpot, etc.) is highly desirable.
• Strong presentation skills – comfortable hosting webinars, workshops, and live demos.
• Excellent written communication, with a keen eye for detail in documentation.
• Process‑oriented mindset, always looking for ways to streamline and automate.
• Collaborative team player who thrives in a fast‑moving, remote environment.
• Passion for customer education and a genuine desire to help users succeed.

Preferred Qualifications

• Prior experience in the research, healthcare, or academic technology sectors.
• Familiarity with AI‑powered support tools or knowledge‑base platforms.
• Experience translating technical content between Portuguese and English.
• Background in data analysis or basic SQL to interpret customer usage metrics.
• Knowledge of agile methodologies and cross‑functional collaboration.

Core Skills & Competencies

• Language Proficiency – Advanced Portuguese & English.
• Customer‑Centric Mindset – Empathy, active listening, and problem‑solving.
• Technical Aptitude – Comfortable navigating SaaS platforms, CRMs, and support tools.
• Content Creation – Writing, editing, and translating help documentation.
• Presentation & Training – Engaging live sessions, webinars, and demos.
• Data‑Driven Decision Making – Using metrics to inform strategy and improvement.
• Adaptability – Thriving in a dynamic, remote, and cross‑cultural team.
• Collaboration – Working effectively with Product, Engineering, Sales, and Marketing.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in people is the key to sustainable success. As a Customer Success Agent, you will:

• Progress to Senior Customer Success Manager or Lead roles within 12–18 months.
• Gain exposure to product strategy, roadmap planning, and feature prioritization.
• Participate in cross‑functional projects that influence the entire customer journey.
• Access a generous learning stipend for courses, certifications, and conferences.
• Engage in mentorship programs with senior leaders across the organization.
• Contribute to the design of new customer success frameworks that will be adopted company‑wide.

Work Environment & Culture

brighthush is a fully remote, globally distributed team that values flexibility, transparency, and work‑life balance. Our culture is built on:

• Flexibility – Choose your own hours and work from anywhere.
• Inclusivity – A diverse team that celebrates different perspectives.
• Continuous Learning – Regular knowledge‑sharing sessions, lunch‑and‑learns, and skill‑building workshops.
• Impact‑Driven – Your work directly influences the success of researchers worldwide.
• Community – Virtual coffee breaks, game nights, and team‑building events keep us connected.

Compensation & Benefits

While specific figures vary by experience, we offer a competitive base salary aligned with industry standards for remote Customer Success roles. In addition to your salary, you will receive:

• Health, dental, and vision insurance (remote‑friendly plans).
• Flexible spending account for wellness and fitness.
• Generous paid time off and a flexible holiday policy.
• Monthly stipend for home‑office equipment and internet upgrades.
• Annual learning and development budget for courses, certifications, and conferences.
• Equity options as part of our long‑term incentive program.
• Regular performance bonuses tied to customer satisfaction and retention metrics.

How to Apply

If you are passionate about empowering researchers, thrive in a remote setting, and are fluent in Portuguese and English, we would love to hear from you. Submit your resume, a brief cover letter outlining your relevant experience, and any links to past customer success projects or training materials you have created.

Join brighthush and help shape the future of research collaboration. Together, we’ll make evidence‑based decision‑making faster, smarter, and more accessible for everyone.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.