Customer Support Specialist – 100% Remote, German & English, SaaS & Property Management – Champion User Success at brighthush

About brighthush

brighthush is a trailblazing SaaS company that is redefining how property managers, landlords, and real‑estate professionals run their businesses. With a bold mission to transform the 12 million+ apartments that still rely on manual, fragmented workflows into a single, data‑driven platform, we have already empowered more than 100 000 users to streamline accounting, banking integrations, lease management, and automated processes. Our platform is engineered for speed, reliability, and an intuitive user experience that lets property managers focus on what matters most: delivering exceptional value to tenants and investors.

We operate as a fully remote, globally distributed team that thrives on transparency, collaboration, and a relentless pursuit of excellence. Our culture is built on the belief that the best ideas come from diverse perspectives, and that every team member has the autonomy to own their work and drive meaningful impact.

What You’ll Do

As a Multilingual Customer Support Specialist at brighthush, you will be the frontline advocate for our users. Your role blends technical troubleshooting, knowledge creation, and cross‑functional collaboration to ensure that every customer can unlock the full potential of our platform. You will be the voice that translates complex product features into clear, actionable guidance, and the bridge that connects user feedback to product innovation.

Key Responsibilities

• Ticket Management & Resolution – Receive, triage, and resolve inbound support tickets through our ticketing system (Zendesk, Freshdesk, or similar). Prioritize tickets based on impact and urgency, aiming for a first‑reply time of within 2 hours and a resolution rate of at least 90 %.
• Product Guidance & Adoption – Educate users on how to integrate brighthush into their daily workflows. Create step‑by‑step walkthroughs, video tutorials, and live demos that help property managers achieve their goals faster.
• Issue Analysis & Escalation – Diagnose product‑related problems, reproduce bugs, and collaborate closely with Engineering to resolve them. Escalate complex cases to the appropriate teams while keeping the customer informed throughout the process.
• Multilingual Communication – Provide support in German (native proficiency) and English (excellent written and spoken skills). Craft professional, empathetic responses that reflect brighthush’s brand voice and tone.
• Knowledge Base Development – Contribute to the creation, review, and maintenance of help center articles, user guides, and support documentation. Ensure content is up‑to‑date, accurate, and easy to navigate.
• Feedback Loop & Process Improvement – Work closely with Product and Engineering to surface recurring issues, suggest enhancements, and influence the product roadmap. Identify patterns in support tickets to drive proactive improvements.
• Continuous Learning & Process Optimization – Stay current with industry trends, new features, and best practices. Champion a culture of continuous improvement within the support team.
• Team Collaboration & Mentorship – Share knowledge with peers, participate in weekly support huddles, and mentor junior team members. Foster a collaborative environment that encourages open communication and knowledge sharing.

Essential Qualifications

• Proven experience in customer support or a customer‑facing role, preferably within a SaaS or tech environment.
• Strong analytical and problem‑solving skills, with a genuine passion for helping users succeed.
• Native or fluent German, coupled with very good English proficiency (both written and spoken).
• Ability to quickly grasp complex systems and explain them in a clear, structured manner.
• Self‑driven, reliable, and highly organized work style, capable of managing multiple priorities in a fast‑paced environment.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and knowledge base platforms.
• Comfortable working remotely, with a disciplined approach to communication and collaboration across time zones.

Preferred Qualifications

• Background in business, real estate, or basic accounting – an understanding of the domain you’re supporting.
• Experience in the property management or real‑estate tech industry.
• Familiarity with workflow automation tools and financial integrations.
• Previous involvement in product feedback loops or beta testing.
• Knowledge of additional languages beyond German and English.

Skills & Competencies

• Technical Proficiency – Comfortable navigating SaaS platforms, understanding APIs, and troubleshooting integration issues.
• Communication Excellence – Clear, concise, and empathetic writing and speaking skills in both German and English.
• Analytical Thinking – Ability to dissect problems, identify root causes, and propose actionable solutions.
• Collaboration & Influence – Work effectively with Product, Engineering, and Marketing to translate user pain points into product improvements.
• Customer‑Centric Mindset – Prioritize user satisfaction, turning challenges into opportunities for delight.
• Adaptability & Resilience – Thrive in a rapidly evolving product landscape, embracing change and learning quickly.

Career Growth & Learning Opportunities at brighthush

At brighthush, we believe that investing in our people is the key to sustained innovation. As a Customer Support Specialist, you will:

• Gain deep expertise in property management technology and the broader real‑estate ecosystem.
• Collaborate with cross‑functional teams, giving you exposure to product strategy, engineering, and marketing.
• Participate in continuous learning programs, including certifications in SaaS support, customer success, and industry‑specific knowledge.
• Advance into senior support roles, customer success management, or product ownership, depending on your interests and strengths.
• Contribute to the company’s roadmap, seeing your feedback directly influence product evolution.
• Build a professional network across multiple disciplines and geographies.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a shared commitment to excellence. Even though you’ll be working remotely, you’ll feel part of a vibrant, international team that values:

• Open Communication – Regular all‑hands meetings, Slack channels, and video calls keep everyone aligned.
• Autonomy & Trust – We empower you to own your work, make decisions, and drive results.
• Inclusivity & Diversity – A welcoming environment where diverse perspectives are celebrated.
• Work‑Life Balance – Flexible hours, generous vacation policies, and a focus on mental well‑being.
• Continuous Feedback – Regular performance reviews, 1‑on‑1s, and peer feedback loops.
• Community & Fun – Virtual happy hours, game nights, and occasional in‑person retreats to strengthen bonds.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that reflects the value of your contributions. In addition, you’ll enjoy:

• Health insurance coverage, including private options for you and your family.
• Wellness programs such as gym memberships, yoga classes, and mental health resources.
• Regular team events—virtual happy hours, game nights, and occasional in‑person retreats.
• Modern equipment with the freedom to choose your preferred hardware setup.
• Professional development budget for courses, conferences, and certifications.
• Generous paid time off, parental leave, and flexible working arrangements.
• Equity options to share in the company’s long‑term success.

How to Apply

If you’re passionate about empowering property managers, thrive in a fast‑moving SaaS environment, and want to make a tangible impact on millions of users, we want to hear from you. Bring your expertise, curiosity, and customer‑first mindset to brighthush and help us build the next generation of property management solutions.

Apply today and become a key player in a company that’s shaping the future of real‑estate technology.