Customer Support & Onboarding Specialist – Remote SaaS Champion for Nonprofit Grant‑Funding Platform at brighthush

About brighthush

brighthush is a trailblazing B2B SaaS company dedicated to empowering nonprofit organizations worldwide. By connecting nonprofits with the grant funding they need, we help them amplify their impact, streamline their fundraising efforts, and focus on the missions that matter most. Our platform is built on cutting‑edge technology, data‑driven insights, and a deep understanding of the nonprofit ecosystem. As we scale rapidly, we’re looking for passionate, customer‑centric talent to join our mission‑driven team and shape the future of nonprofit funding.

Why Join brighthush?

• Mission‑Driven Impact – Every interaction you have helps a nonprofit secure vital resources.
• Remote‑First Culture – Work from anywhere in the world with a fully distributed team.
• Ownership & Autonomy – You’ll build, iterate, and own the entire customer support and onboarding experience.
• Growth Opportunities – Fast‑track your career with continuous learning, mentorship, and clear advancement paths.
• Competitive Compensation – Earn a market‑competitive salary in USD, with performance bonuses and equity options.
• Comprehensive Benefits – Health, dental, vision, mental‑health support, and generous paid time off.

Role Overview

As a Customer Support & Onboarding Specialist at brighthush, you will be the frontline advocate for our nonprofit clients. You’ll guide new users through a frictionless onboarding journey, resolve support tickets with precision, and manage public conversations on social media ads. Your proactive mindset, empathy, and problem‑solving skills will directly influence customer satisfaction, product adoption, and churn reduction.

Key Responsibilities

• Ticket & Email Management – Respond to support tickets and emails, dive into customer accounts to troubleshoot and resolve issues, and document solutions in our knowledge base.
• Onboarding Leadership – Conduct personalized onboarding video and phone calls, walk clients through platform features, and create tailored adoption plans.
• Social Media Moderation – Monitor comments on Facebook ads, answer inquiries, convert prospects into leads, and address negative feedback with diplomacy.
• Process Design & Documentation – Build end‑to‑end support and onboarding workflows from scratch, develop best‑practice guides, and maintain up‑to‑date documentation.
• Feedback Loop – Capture customer insights, collaborate with product and engineering teams, and advocate for feature enhancements that improve the user experience.
• Continuous Improvement – Analyze support metrics, identify trends, and propose data‑driven improvements to reduce resolution time and increase satisfaction scores.

Essential Qualifications

• Fluent in spoken and written English with a neutral, clear accent.
• 3+ years of customer‑facing support or onboarding experience, preferably in SaaS or software products.
• Comfortable on camera and confident leading video calls with clients.
• Exceptional writing skills for clear, professional, and friendly communication across email, tickets, and social media.
• High emotional intelligence – a natural problem‑solver who thrives without a rigid playbook.
• Responsive, communicative, and dedicated to delivering a stellar customer experience.
• Judgment in handling public criticism under paid ads and turning challenges into opportunities.
• Experience building processes independently and scaling support operations.

Preferred Qualifications

• Experience working with nonprofit organizations or in the philanthropy sector.
• Knowledge of grant‑facing tools, fundraising platforms, or donor management systems.
• Proficiency with help desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Background in data analysis – comfortable interpreting support metrics and generating actionable insights.
• Previous experience in a fast‑growth startup environment.

Core Skills & Competencies

• Customer Empathy – Understand and anticipate client needs, turning challenges into opportunities.
• Technical Aptitude – Quickly learn new software, troubleshoot issues, and explain solutions in plain language.
• Communication Excellence – Articulate ideas clearly in writing and verbally, tailoring tone to diverse audiences.
• Process Ownership – Design, implement, and refine support workflows that scale.
• Analytical Thinking – Use data to identify trends, diagnose root causes, and recommend improvements.
• Adaptability – Thrive in a dynamic, evolving environment with changing priorities.
• Collaboration – Work cross‑functionally with product, engineering, marketing, and sales teams.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Support & Onboarding Specialist, you’ll have the chance to:

• Lead the design of a world‑class support ecosystem, positioning yourself as a subject‑matter expert.
• Transition into roles such as Customer Success Manager, Product Evangelist, or even Product Manager.
• Participate in mentorship programs, hackathons, and cross‑team initiatives.
• Attend industry conferences, webinars, and training courses at no cost.
• Receive regular performance feedback and a clear roadmap for advancement.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and continuous learning. Our remote team spans the globe, yet we maintain strong connections through:

• Weekly all‑hands meetings and monthly town halls.
• Open‑door policy for leadership and peer feedback.
• Regular virtual coffee breaks and team‑building activities.
• Inclusive policies that celebrate diversity and foster belonging.
• Encouragement to experiment, fail fast, and iterate.

Compensation & Perks

We offer a competitive salary in USD, commensurate with experience and market rates. Additional benefits include:

• Equity participation – share in the company’s growth.
• Health, dental, and vision insurance (remote‑eligible).
• Mental‑health support and counseling services.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours to accommodate different time zones.
• Home‑office stipend to set up a productive workspace.
• Annual learning budget for courses, certifications, and conferences.

How to Apply

If you’re ready to make a tangible impact, own a critical customer journey, and grow alongside a mission‑driven SaaS company, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.

Join us in transforming the nonprofit landscape, one grant at a time.