Customer Support Representative – West Coast (PST) – Client Success & Technical Advocacy at brighthush

About brighthush

brighthush is a global leader in compliance technology, empowering financial institutions to navigate complex regulatory landscapes with confidence and agility. With a portfolio that spans broker‑dealers, insurers, investment banks, and wealth managers, we deliver cutting‑edge SaaS solutions and consulting services that help our clients stay ahead of evolving compliance demands. Our culture is built on innovation, collaboration, and a relentless focus on customer success. As we continue to expand our footprint, we’re looking for a dedicated Customer Support Representative to join our West Coast team and help shape the future of client experience.

Why This Role Matters

At brighthush, every customer interaction is an opportunity to reinforce trust, drive adoption, and uncover insights that shape product evolution. As a Customer Support Representative, you will be the frontline advocate for our clients, ensuring that new accounts are activated flawlessly, issues are resolved swiftly, and every conversation leaves a lasting positive impression. Your work will directly influence customer satisfaction scores, retention rates, and the overall success of our platform.

Key Responsibilities

• Account Activation & Configuration – Set up and configure new client accounts in the brighthush platform, ensuring all data is accurately imported and all settings meet client specifications.
• Customer Inquiry Management – Respond promptly to inbound support tickets via email, chat, and phone, providing clear, concise, and empathetic solutions.
• Case Prioritization & Tracking – Manage a high‑volume case queue using our case‑tracking system, prioritizing tickets based on urgency and impact.
• Data Review & Accuracy – Scrutinize data from multiple sources, identify discrepancies, and upload corrected information into the platform with meticulous attention to detail.
• Cross‑Functional Collaboration – Partner daily with Technical Support and Product Development to relay customer feedback, advocate for feature enhancements, and ensure alignment on resolution timelines.
• Process Improvement Advocacy – Identify recurring pain points, propose actionable improvements, and collaborate with the Product team to implement changes that enhance the customer journey.
• Project Management – Juggle multiple projects simultaneously, set realistic milestones, and deliver results on schedule while maintaining high quality.
• Performance Excellence – Consistently exceed response time and satisfaction targets, contributing to team metrics and overall customer success goals.

What Success Looks Like in Your First 90 Days

• Master the brighthush platform to the point of independently activating accounts and resolving common issues.
• Manage your case queue with confidence, hitting response and satisfaction targets consistently.
• Identify at least one process or product improvement based on frontline insights and present it to the Product team.
• Build strong relationships with Technical Support and Product Development, becoming a trusted voice for customer needs.

Essential Qualifications

• 0–3 years of professional experience in a customer‑facing role; a bachelor’s degree or equivalent experience is required.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Proven troubleshooting, analytical, and problem‑solving abilities.
• Experience interpreting and manipulating data from spreadsheets or databases.
• Exceptional organizational skills and the ability to manage multiple priorities in a fast‑paced environment.
• Willingness to work a West Coast schedule (PST) with occasional evenings, weekends, or holidays.
• Authorized to work in the United States; visa sponsorship is not available at this time.

Preferred Qualifications & Nice to Haves

• Experience in high‑volume call or customer support environments.
• Familiarity with CRM systems such as Salesforce, or similar platforms.
• Background in SaaS technology, Microsoft Office, or software support.
• Knowledge of compliance or financial services industry terminology.

Skills & Competencies

• Customer‑Centric Mindset – Always ask, “How can I help?” and go the extra mile to exceed expectations.
• Technical Aptitude – Comfortable navigating web‑based platforms, troubleshooting connectivity issues, and using data tools.
• Communication Excellence – Clear, concise, and empathetic communication across email, chat, and phone.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Collaboration & Influence – Work seamlessly with cross‑functional teams and influence product decisions based on customer insights.
• Time Management – Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. High performers in this role can progress to:

• Senior Customer Support Specialist – leading complex cases and mentoring new hires.
• Customer Success Manager – overseeing client relationships and driving adoption.
• Product Support Engineer – deepening technical expertise and influencing product roadmap.
• Quality Assurance Lead – ensuring support processes meet the highest standards.
• Onboarding Specialist – designing and delivering training programs for new clients.

We also invest in continuous learning through internal training, industry certifications, and attendance at relevant conferences and workshops.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and dynamic work environment. Our West Coast team operates in a flexible, remote‑first setting, allowing you to balance work and life while staying connected with colleagues through virtual stand‑ups, team‑building events, and regular feedback loops. We celebrate diversity, encourage open dialogue, and reward innovation. Our culture is built on transparency, accountability, and a shared commitment to delivering exceptional value to our clients.

Compensation & Benefits

While the base salary for this role ranges from $45,000 to $50,000 annually, we offer a comprehensive benefits package that includes:

• Competitive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and remote‑work support.
• Professional development budget and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Performance‑based bonuses and incentive programs.

We also provide a supportive environment that values work‑life balance, continuous learning, and career advancement.

How to Apply

If you’re passionate about delivering outstanding customer experiences, thrive in a fast‑paced environment, and want to grow your career with a leading compliance technology company, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin.

Important Notice

Applicants must be authorized to work for any employer in the United States. brighthush is currently unable to sponsor or take over sponsorship of an employment visa. Please be aware of potential scams; brighthush does not send job offers via direct messaging, texts, or social media. For more information, review our .

Join brighthush Today

Ready to make a tangible impact on the compliance journeys of thousands of financial institutions? Apply now and become part of a team that values innovation, customer success, and personal growth.