Customer Support Specialist – Brighthush Mobile & Budget Management App (Remote, Day Shift)

About Brighthush

Brighthush is a forward‑thinking venture builder that turns bold ideas into global products. With a portfolio of more than 15 high‑growth startups spanning AdTech and mobile applications, we empower founders and talent to create solutions that shape the future of technology. Our mobile division, launched less than a year ago, is already generating consistent growth and is poised to become a leading force in health, wellness, and productivity apps worldwide.

At Brighthush, we blend the agility of a startup with the resources of a well‑established holding. Our culture is built on speed, curiosity, and a relentless focus on delivering value to users. We thrive on experimentation, data‑driven decision making, and a collaborative spirit that encourages every team member to own their impact.

Role Overview

We are looking for an energetic, customer‑centric professional to join our team as the first Customer Support Specialist for our flagship B2C Budget Management application. This role is a unique opportunity to build the entire support ecosystem from the ground up, set processes, and eventually lead a growing support team.

Key aspects of the role:

• Full‑time, day‑shift position available remotely or from our Kyiv office.
• Hands‑on involvement in email, chat, and in‑app support using Intercom.
• Direct interaction with subscription billing, refunds, and technical troubleshooting.
• Ownership of support metrics, reporting, and continuous improvement initiatives.
• Potential to evolve into a Support Lead, managing a team as the product scales.

Key Responsibilities

• Customer Interaction: Provide timely, empathetic support via email, chat, and in‑app messaging. Resolve inquiries related to subscriptions, cancellations, refunds, and payment issues.
• Billing & Payment Operations: Access and review user accounts, verify transaction histories, and process refunds or adjustments in accordance with company policies.
• Technical Issue Management: Identify, document, and triage bugs or performance issues. Escalate to engineering and product teams using our internal communication channels.
• Review & Reputation Management: Monitor user reviews across App Store, Google Play, and trust platforms. Respond professionally, gather feedback, and report trends.
• Process & Knowledge Base Development: Design and maintain support templates, FAQs, and knowledge base articles. Continuously refine response workflows to improve first‑contact resolution.
• Reporting & Analytics: Build dashboards and reports to track key metrics such as response time, resolution rate, and customer satisfaction scores.
• Collaboration: Work closely with product, engineering, and marketing teams to communicate user pain points and influence product improvements.

Essential Qualifications

• Minimum 1.5 years of proven customer support experience, preferably in a SaaS or mobile app environment.
• Hands‑on experience with billing and payment operations, including refunds, cancellations, and subscription management.
• Proficiency with Intercom or a comparable help desk platform (Zendesk, Freshdesk, etc.).
• Strong written communication skills in English (B2+ level). Additional languages are a plus.
• Ability to manage high‑volume inquiries efficiently while maintaining quality and empathy.
• Self‑motivated, accountable, and capable of working independently with minimal supervision.
• Problem‑solving mindset with a passion for continuous improvement.
• Ambition to grow into a Support Lead role and shape the support strategy for a rapidly scaling product.

Preferred Qualifications

• Experience supporting mobile applications, especially in the health, wellness, or productivity space.
• Familiarity with subscription billing platforms such as Stripe, Braintree, or Recurly.
• Knowledge of app store guidelines and review processes.
• Experience building or maintaining a knowledge base and support documentation.
• Basic understanding of product analytics tools (Mixpanel, Amplitude, etc.).

Skills & Competencies

• Customer‑First Mindset: Deep empathy for users and a commitment to delivering exceptional support experiences.
• Technical Aptitude: Comfortable navigating multiple software tools, troubleshooting issues, and learning new systems quickly.
• Communication: Clear, concise, and professional writing and speaking skills.
• Organizational Excellence: Strong time‑management, prioritization, and the ability to juggle multiple tasks simultaneously.
• Data‑Driven Decision Making: Ability to interpret support metrics and translate insights into actionable improvements.
• Collaboration: Comfortable working cross‑functionally with product, engineering, marketing, and finance teams.
• Adaptability: Thrive in a fast‑moving environment where priorities shift rapidly.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent and providing a clear path for professional development. As the first member of the support team, you will:

• Own the design and implementation of support processes, gaining deep operational expertise.
• Lead the transition from a solo role to a support team, developing leadership and people‑management skills.
• Participate in cross‑functional projects that influence product roadmap and user experience.
• Access a curated digital library, industry conferences, and internal training programs to stay ahead of support best practices.
• Explore opportunities to launch your own product ideas within Brighthush’s ecosystem.

Work Environment & Company Culture

At Brighthush, we value:

• Flexibility: Choose fully remote, hybrid, or office‑based work that fits your lifestyle.
• Collaboration: Work alongside top talent from diverse backgrounds in a supportive, inclusive environment.
• Innovation: Experiment with new tools, processes, and ideas to continuously improve the support experience.
• Fun & Community: Enjoy off‑site parties, team‑building events, sports tournaments, and corporate gifts that celebrate our collective achievements.
• Health & Well‑Being: Receive comprehensive medical insurance, paid vacation and sick leave, and access to a corporate psychologist.

Compensation & Benefits

While specific figures are tailored to experience and location, Brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for customer support and operations roles.
• Performance‑based bonuses tied to support metrics and product growth.
• Equity or stock‑option opportunities to share in the company’s success.
• Full medical coverage, including dental and vision, for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Well‑being perks such as gym memberships, wellness stipends, and mental health support.

How to Apply

If you are passionate about delivering world‑class customer support, eager to build processes from scratch, and ready to grow into a leadership role, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for Brighthush’s support team.

Closing

Join Brighthush and become a pivotal part of a company that is redefining mobile experiences for millions of users worldwide. Your expertise will shape how we help people manage their finances, achieve wellness goals, and live better lives. Take the next step in your career and help us bring our vision to the next level.

Ready to apply? .