Customer Support Consultant – Global SaaS & Tech Solutions – Remote, Multilingual, and Flexible Hours

About brighthush

brighthush is a world‑leading Intelligent Support-as-a-Service provider that has been empowering technology companies since 2010. With a presence in more than 30 countries and a customer base that spans 60 languages, we partner with industry giants—now all under the brighthush umbrella—to deliver secure, scalable, and highly personalized support experiences. Our mission is simple: to transform customer interactions into lasting relationships, while fostering a culture that values people, innovation, and continuous learning.

Why brighthush?

At brighthush, you’ll join a vibrant, multicultural team that thrives on curiosity and collaboration. We believe that the best support comes from a deep understanding of both the customer’s needs and the technology that powers them. That’s why we invest heavily in training, mentorship, and cutting‑edge tools, ensuring every team member can grow their expertise and advance their career.

Role Overview

As a Customer Support Consultant, you will be the frontline advocate for our clients’ users, delivering exceptional service across email, chat, and ticketing systems. You will play a pivotal role in maintaining high satisfaction scores, driving process improvements, and collaborating with cross‑functional teams to resolve complex issues. This is a fully remote, flexible‑hour position that empowers you to work from anywhere while staying connected to a global community of support professionals.

Key Responsibilities

• Deliver Outstanding Support: Respond to customer inquiries via email and ticketing platforms with empathy, accuracy, and speed.
• Maintain Structured Workflows: Organize tickets, document solutions, and follow SOPs to ensure consistency and traceability.
• Build Customer Relationships: Develop trust and rapport with users, turning first‑time contacts into long‑term advocates.
• Stay Current with Tools & Technology: Continuously learn new features of our support stack (e.g., Zendesk, Freshdesk, Intercom) and emerging industry trends.
• Handle Sensitive Data: Adhere to strict data privacy and security protocols when managing personal or confidential information.
• Apply Customer Happiness Practices: Use proven techniques such as proactive outreach, sentiment analysis, and upsell opportunities to elevate the customer experience.
• Deep Product Knowledge: Master the technical details of our clients’ solutions to provide accurate, actionable guidance.
• Collaborate Cross‑Functionally: Work closely with developers, product managers, and quality assurance teams to resolve bugs and improve product usability.
• Meet & Exceed KPIs: Track metrics such as response time, resolution rate, CSAT, and NPS, and implement strategies to improve them.
• Continuous Improvement: Identify process gaps, propose enhancements, and participate in retrospectives to refine support workflows.

Essential Qualifications

• Minimum 1 year of professional customer support experience, preferably in SaaS or tech environments.
• Fluent written English (C1 level or higher); additional languages are a plus.
• Strong analytical and troubleshooting mindset—able to diagnose issues and recommend solutions quickly.
• Proficiency with CRM and ticketing systems (Zendesk, Freshdesk, or similar).
• Excellent written communication skills, with the ability to craft clear, concise, and friendly responses.
• Self‑motivated, organized, and process‑driven, with a proven track record of managing multiple priorities.
• Reliable home office setup: personal computer with at least 8 GB RAM, stable internet connection (minimum 50 Mbps download / 40 Mbps upload).
• Proactive attitude and a genuine passion for helping others.

Preferred Qualifications

• Experience in the gaming industry or with gaming‑related support.
• Hands‑on experience with Zendesk’s advanced features (macros, triggers, SLAs).
• Knowledge of basic programming concepts or API usage.
• Previous remote work experience in a distributed team.

Skills & Competencies

• Customer‑Centric Mindset: Always put the user first and seek to exceed expectations.
• Problem‑Solving: Break down complex issues into actionable steps.
• Communication: Articulate ideas clearly in writing and adapt tone to diverse audiences.
• Collaboration: Work effectively with cross‑functional teams across time zones.
• Adaptability: Thrive in a fast‑moving environment with evolving tools and processes.
• Time Management: Prioritize tasks and meet deadlines without compromising quality.
• Data‑Driven: Use metrics to assess performance and identify improvement opportunities.

Career Growth & Learning

At brighthush, we view every support consultant as a future leader. You’ll have access to:

• Structured learning paths covering product knowledge, advanced support techniques, and soft‑skill development.
• Mentorship from senior consultants and product experts.
• Opportunities to transition into specialist roles such as Technical Support Engineer, Product Advocate, or Customer Success Manager.
• Participation in innovation projects that shape the next generation of support solutions.
• Annual skill‑based bonuses and performance‑linked promotions.

Work Environment & Culture

brighthush champions a People‑First philosophy. Our culture is built on trust, transparency, and a shared commitment to excellence. Highlights include:

• No time‑tracking—focus on results, not hours.
• Fully remote work with flexible hours to accommodate global time zones.
• Inclusive, multicultural team that celebrates diversity and encourages open dialogue.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to a digital wellness program, including mental health resources and virtual fitness classes.
• Transparent career ladders and quarterly performance reviews.

Compensation & Benefits

While specific terms will be outlined in your agreement, typical benefits for full‑time consultants include:

• Competitive salary in USD, benchmarked against industry standards.
• Performance‑based bonuses tied to customer satisfaction and KPI achievement.
• Referral rewards for bringing talented peers into the brighthush family.
• Health and wellness stipend to support your home office setup and personal well‑being.
• Professional development budget for courses, certifications, and conferences.
• Generous paid time off, including vacation, sick leave, and personal days.
• Access to a global network of support professionals for peer learning and mentorship.

How to Apply

If you’re a proactive, customer‑focused specialist who thrives on solving problems and delivering exceptional service, we want to hear from you. Please submit your résumé in English, along with a brief cover letter highlighting your relevant experience and why you’re excited about joining brighthush.

Ready to take the next step? Apply to this role now and become part of a team that’s redefining support worldwide.

Closing

At brighthush, we’re not just building support solutions—we’re building careers, communities, and a future where every customer interaction is a chance to make a difference. Join us and unlock your potential in a role that blends technical expertise, empathy, and continuous growth. We look forward to welcoming you aboard.