Customer Support Specialist – Brighthush Planning & Pricing Solutions, APAC Region

About Brighthush

Brighthush is a trailblazing technology company that empowers retailers, brands, and manufacturers across the globe with an AI‑enabled, end‑to‑end product‑concept‑to‑commercialization platform. Our suite of solutions spans product lifecycle management, experience management, market intelligence, and, most recently, cutting‑edge planning and pricing tools that help businesses navigate the complexities of modern supply chains. By marrying advanced analytics with intuitive user interfaces, Brighthush enables our clients to streamline processes, drive operational efficiency, and make data‑driven decisions with confidence in an ever‑evolving market.

Founded on a vision of rapid innovation and relentless customer focus, Brighthush has grown from a niche startup to a global leader in retail technology. Our culture is built on curiosity, collaboration, and a shared commitment to challenge the status quo. Whether you’re in Shanghai, Singapore, or any other APAC hub, you’ll find a vibrant, inclusive environment where ideas flourish and impact is tangible.

Why Brighthush?

• Industry‑Shaping Impact: Work on products that influence the entire retail ecosystem, from assortment planning to price optimization.
• AI‑Powered Innovation: Leverage state‑of‑the‑art machine learning models and data pipelines to solve real‑world problems.
• Global Reach, Local Touch: Collaborate with a diverse, international team while serving a dynamic APAC customer base.
• Career Growth: Fast‑track your professional development through mentorship, cross‑functional projects, and continuous learning.
• Inclusive Culture: Thrive in a workplace that celebrates diversity, equity, and belonging.

About the Role

As a Customer Support Specialist for Brighthush’s Planning & Pricing SaaS platform, you will be the frontline advocate for our customers. Your primary mission is to ensure that every user—whether a seasoned data analyst or a first‑time buyer—receives timely, accurate, and empathetic support. You will act as the bridge between the customer and our engineering, product, and success teams, translating user challenges into actionable insights that drive product improvement.

Key Responsibilities

• Customer Support Operations
  • Respond to inquiries via ticketing systems, email, chat, and phone with professionalism and speed.
  • Deliver clear, step‑by‑step solutions that empower customers to resolve issues independently.
  • Maintain a high level of customer satisfaction by following up and ensuring closure of tickets.
• Issue Resolution & Escalation
  • Diagnose software‑related problems, identify root causes, and provide workarounds or permanent fixes.
  • Escalate complex issues to the appropriate technical teams (e.g., product support, dev ops) while keeping the customer informed.
  • Track escalated tickets to guarantee timely resolution and maintain visibility across stakeholders.
• Knowledge Management
  • Document solutions, create knowledge‑base articles, and update help‑center content to reduce repeat inquiries.
  • Collaborate with product and training teams to keep documentation aligned with new releases and feature updates.
  • Share best practices and troubleshooting tips with the support community.
• Customer Advocacy
  • Act as the voice of the customer within Brighthush, feeding feedback and recurring pain points to product and success teams.
  • Champion user experience improvements and help shape the roadmap for future releases.
• Performance Metrics
  • Meet or exceed KPIs such as ticket volume, first‑response time, resolution time, and CSAT scores.
  • Analyze metrics to identify trends, bottlenecks, and opportunities for process improvement.

What You Bring

• Experience & Education
  • 1–2 years of experience in customer support, help desk, or service‑desk roles, preferably in SaaS or tech environments.
  • Bachelor’s degree in Computer Science, Business, Information Technology, or a related field (or equivalent professional experience).
• Technical Proficiency
  • Strong grasp of cloud solutions, data integration, business intelligence, and supply‑chain concepts.
  • Familiarity with support tools such as Zendesk, Jira, or Salesforce.
  • Basic SQL knowledge is essential; experience with Python or JavaScript is a plus.
• Communication & Problem‑Solving
  • Excellent written and verbal communication skills in English; additional languages are a bonus.
  • Empathy, patience, and a customer‑first mindset.
  • Strong organizational skills and meticulous attention to detail.
• Collaboration & Autonomy
  • Ability to work independently and as part of a cross‑functional team.
  • Comfortable handling high‑volume, fast‑paced environments.

Career Growth & Learning Opportunities

At Brighthush, we believe that learning is a continuous journey. As a Customer Support Specialist, you will:

• Participate in regular training sessions on new product features, industry trends, and advanced troubleshooting techniques.
• Engage in cross‑functional projects that expose you to product development, data analytics, and customer success strategies.
• Earn certifications in customer support best practices, cloud technologies, and data science fundamentals.
• Progress into senior support roles, team lead positions, or specialized tracks such as Technical Support Engineer or Customer Success Manager.

Work Environment & Culture

Brighthush fosters a culture of transparency, collaboration, and innovation. Our Shanghai office is a modern, open‑plan space equipped with collaborative tools, quiet zones, and a vibrant community lounge. We celebrate diversity through regular cultural events, mentorship programs, and inclusive hiring practices. Our remote‑first approach means you can work from anywhere in APAC while staying connected through weekly stand‑ups, virtual coffee chats, and real‑time collaboration platforms.

Compensation & Benefits

While specific figures vary by role and location, Brighthush offers a competitive salary package that includes:

• Base salary aligned with market benchmarks for APAC support specialists.
• Performance‑based bonuses tied to individual and team KPIs.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and the option for hybrid or fully remote arrangements.
• Generous paid time off, parental leave, and a supportive family‑friendly policy.
• Professional development stipend and access to online learning platforms.
• Employee stock‑option program to share in Brighthush’s growth.

Ready to Join Brighthush?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, AI‑driven environment, and want to be part of a company that is redefining retail technology, we want to hear from you. Bring your curiosity, technical acumen, and customer‑centric mindset to Brighthush, and help us empower brands worldwide to plan, price, Apply for this job