Customer Support Associate – London – Delivering Exceptional Service for a Global EdTech Innovator

About brighthush

brighthush is on a mission to transform education through technology. Our platform empowers millions of teachers, students, and learning communities worldwide to create, share, and collaborate on visual content with ease. By combining intuitive design tools with powerful collaboration features, we help educators spark curiosity, nurture creativity, and build a sense of belonging in every classroom.

Founded on the belief that learning should be engaging, inclusive, and accessible, brighthush has grown from a small startup to a global leader in educational technology. With a vibrant community of over 40 million users, we are committed to continuous innovation, responsible growth, and a culture that values every team member’s voice.

Why Join brighthush?

• Impact at Scale – Your work will touch the learning journeys of millions of students and educators around the world.
• Fast‑Paced Growth – As a small, agile company, you’ll see the direct results of your contributions and have the opportunity to shape the future of our products.
• Inclusive Culture – We celebrate diversity, encourage open dialogue, and foster an environment where every idea is heard.
• Professional Development – From on‑the‑job training to external courses and certifications, we invest in your growth.
• Competitive Compensation & Perks – A generous salary, flexible working hours, health & wellbeing benefits, and a generous holiday allowance.

Role Overview

As a Customer Support Associate at brighthush, you will be the frontline ambassador for our community. You’ll handle inquiries via phone, email, and chat, turning challenges into opportunities for delight. Your role blends deep product knowledge with empathetic communication, ensuring that every user feels heard, supported, and empowered to succeed.

Key Responsibilities

• Provide timely, accurate, and friendly support to users across multiple channels (phone, email, live chat).
• Diagnose and resolve technical and functional issues, escalating when necessary to engineering or product teams.
• Document and track bugs, feature requests, and user feedback in our internal ticketing system.
• Analyze recurring support trends and collaborate with cross‑functional teams to recommend product improvements.
• Maintain and enhance the brighthush Support Center, ensuring content is clear, up‑to‑date, and user‑friendly.
• Act as a customer advocate, championing user needs in internal meetings and strategy sessions.
• Mentor new support staff and share best practices to elevate team performance.

Essential Qualifications

• Fluent in English (both written and spoken). Proficiency in a second language is a plus.
• Prior experience in a customer‑facing role, preferably in SaaS or EdTech.
• Strong analytical and problem‑solving skills, with the ability to troubleshoot complex issues.
• Excellent written and verbal communication, with a keen eye for detail.
• Proactive time‑management and organizational abilities.
• Passion for learning and continuous improvement.

Preferred Qualifications

• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
• Familiarity with educational technology and the challenges faced by teachers and students.
• Background in quality assurance or product support.
• Experience in data analysis or reporting to identify support trends.

Skills & Competencies

• Customer‑Centric Mindset – Always prioritizing the user experience.
• Technical Aptitude – Comfortable navigating web applications, troubleshooting, and learning new tools quickly.
• Collaboration – Working effectively with engineering, product, and marketing teams.
• Adaptability – Thriving in a fast‑moving, evolving environment.
• Empathy & Patience – Listening actively and responding with care.

Career Path & Growth Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Associate, you’ll have clear pathways to advance into:

• Senior Support Specialist – Leading complex cases and mentoring peers.
• Support Team Lead – Managing a small team, shaping support processes, and driving customer satisfaction metrics.
• Product Advocate / Customer Success Manager – Transitioning into roles that influence product strategy and user adoption.

We provide ongoing training, mentorship programs, and access to industry conferences to help you grow your skill set and career trajectory.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the UK, with a preference for London‑based candidates to facilitate occasional in‑person collaboration. We value:

• Flexibility – Flexible hours to accommodate personal commitments.
• Collaboration – Regular virtual stand‑ups, cross‑team workshops, and an open communication culture.
• Well‑being – Comprehensive health & wellbeing benefits, mental health support, and a generous holiday allowance.
• Innovation – A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

• Competitive salary range: £25,000 – £30,000 per annum, commensurate with experience.
• Performance‑based bonuses and equity options.
• Private health insurance and dental coverage.
• Flexible working hours and fully remote work.
• Annual professional development stipend.
• Generous holiday allowance (25 days + bank holidays).
• Well‑being initiatives: gym membership discounts, mindfulness sessions, and regular team socials.

How to Apply

If you’re passionate about making a difference in education, thrive in a fast‑paced environment, and are ready to bring your customer‑support expertise to a global platform, we’d love to hear from you.

Submit your application through the link below. We look forward to exploring how you can contribute to brighthush’s mission of empowering learners worldwide.