Customer Success Specialist – Global Contractor Support & Product Experience Lead at brighthush

About brighthush

brighthush is a trailblazing platform that redefines how businesses collaborate with independent contractors worldwide. By eliminating bureaucratic hurdles, we empower companies to onboard, manage, and compensate talent across borders with ease. Our mission is to create a friction‑free ecosystem where teams can focus on innovation while we handle the complexities of cross‑border payments, compliance, and user experience.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, product‑centric organization that values curiosity, empathy, and a relentless drive for improvement. We celebrate diversity, encourage continuous learning, and reward initiative. Whether you’re a seasoned support professional or a recent graduate eager to make an impact, brighthush offers a platform for growth, creativity, and meaningful contribution.

Role Overview

We’re seeking a Customer Success Specialist to become the primary advocate for our global user base. In this role, you’ll handle inbound support tickets, guide users through our product, collaborate with cross‑functional teams, and champion user feedback to shape future releases. Your proactive, communicative, and empathetic approach will help us maintain the high standards of service that set brighthush apart.

Key Responsibilities

• Ticket Management: Respond to B2B and B2C support requests via HubSpot, ensuring timely resolution and customer satisfaction.
• Product Guidance: Assist users in navigating the platform, troubleshooting issues, and explaining features in clear, jargon‑free language.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Finance teams to clarify information, resolve complex cases, and provide actionable insights.
• User Advocacy: Capture and analyze user feedback, identify recurring pain points, and propose enhancements that improve the overall product experience.
• Knowledge Base Stewardship: Maintain and expand the internal knowledge base, ensuring that documentation is accurate, up‑to‑date, and accessible to both customers and teammates.
• Process Improvement: Identify opportunities to streamline support workflows, reduce resolution times, and elevate the quality of service.
• Community Building: Foster a sense of community among users through proactive outreach, educational content, and engagement initiatives.

Essential Qualifications

• Minimum of 1 year of experience in customer support for a product‑based company.
• Exceptional written and verbal communication skills, with the ability to convey complex concepts in simple, respectful language.
• Strong empathy and the capacity to connect with users from diverse backgrounds and industries.
• Proactive problem‑solving mindset and the ability to research and resolve issues independently.
• Deep interest in the brighthush product and a willingness to master its intricacies.
• English proficiency at B2 level or higher.
• Fluency in Russian (preferred).
• Availability to work within the 11:00 am–8:00 pm CET window.
• Based in Europe, Armenia, or Georgia (remote work).

Preferred Qualifications

• Experience supporting B2B and B2C customers in a fintech or cross‑border payments environment.
• Familiarity with HubSpot or similar CRM platforms.
• Knowledge of international payment regulations and compliance frameworks.
• Prior involvement in product feedback loops or user research initiatives.
• Multilingual capabilities beyond English and Russian.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across channels.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Collaboration: Comfortable working with cross‑functional teams and building consensus.
• Adaptability: Flexibility to adjust tone and approach based on user needs and cultural contexts.
• Time Management: Prioritize tickets, manage multiple tasks, and meet SLA targets.
• Continuous Learning: Eagerness to stay updated on product changes, industry trends, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. As a Customer Success Specialist, you’ll have the chance to:

• Progress into senior support roles or transition into Product Management, UX Research, or Customer Success Leadership.
• Lead initiatives that directly influence product roadmap decisions.
• Participate in cross‑departmental projects, gaining exposure to engineering, marketing, and finance.
• Access a curated corporate library, external courses, conferences, and webinars—all fully reimbursed.
• Receive personalized English coaching from day one, enhancing both professional and personal communication skills.
• Engage in mentorship programs, pairing you with senior leaders for guidance and career development.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote-first model empowers you to work from anywhere while staying connected through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Open communication channels (Slack, Teams) for real‑time collaboration.
• Regular virtual coffee breaks and team‑building activities.
• A supportive environment that values work‑life balance and mental well‑being.

Compensation & Perks

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

• Competitive base salary aligned with market standards.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health and wellness benefits, including voluntary health insurance and telemedicine access.
• Reimbursement for sports and fitness activities (gym memberships, swimming, group classes).
• Financial support for significant family events or during challenging personal circumstances.
• Full coverage for professional development—external courses, conferences, webinars, and more.
• Access to an extensive corporate library of books, research papers, and industry reports.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced, product‑driven environment, and want to shape the future of cross‑border contractor collaboration, we’d love to hear from you. Submit your application through the link below and join the brighthush team in redefining global work.