Customer Support Specialist – Brighthush Planning & Pricing Solutions – APAC Region – Remote (Shanghai)

About Brighthush

Brighthush is a trailblazer in the technology sector, delivering AI‑powered, end‑to‑end product‑concept‑to‑commercialization platforms that empower retailers, brands, and manufacturers worldwide. With a relentless focus on innovation, data‑driven insights, and customer success, Brighthush has become the go‑to partner for businesses looking to accelerate time‑to‑market, optimize pricing strategies, and unlock new revenue streams. Our solutions are built on a foundation of cutting‑edge cloud architecture, machine learning, and user‑centric design, enabling our clients to make smarter, faster, and more profitable decisions.

At Brighthush, we believe that technology should be accessible, intuitive, and transformative. Our team of engineers, data scientists, product managers, and support specialists work collaboratively across continents to create products that solve real‑world problems. We are proud of our diverse, inclusive culture that values curiosity, continuous learning, and a passion for excellence. Whether you’re a seasoned professional or just starting your career, Brighthush offers a dynamic environment where you can grow, innovate, and make a tangible impact.

Why Join Brighthush?

• Global Impact: Your work will directly influence how thousands of businesses around the world launch and price their products.
• Remote Flexibility: 100% remote work from Shanghai (or any location within the APAC region) gives you the freedom to balance professional and personal commitments.
• Career Growth: We invest heavily in employee development through mentorship, training programs, and clear career pathways.
• Innovative Culture: Collaborate with cross‑functional teams, contribute to product roadmap discussions, and help shape the future of retail technology.
• Competitive Compensation: We offer a comprehensive benefits package that includes health insurance, performance bonuses, and equity opportunities.

Key Responsibilities

As a Customer Support Specialist for Brighthush Planning & Pricing, you will be the frontline advocate for our clients, ensuring they receive timely, accurate, and high‑quality support. Your day‑to‑day responsibilities will include:

• Responding to inbound customer inquiries via email, chat, and ticketing systems (Zendesk, Jira).
• Diagnosing and troubleshooting technical and functional issues related to Brighthush’s Planning & Pricing platform.
• Documenting solutions, best practices, and troubleshooting guides in our internal knowledge base.
• Collaborating with product, engineering, and sales teams to resolve complex issues and provide feedback on product enhancements.
• Tracking and reporting on key support metrics such as ticket volume, resolution time, and customer satisfaction scores.
• Participating in on‑call rotations to provide 24/7 support coverage for critical incidents.
• Contributing to continuous improvement initiatives, including process automation and knowledge base enrichment.

Essential Qualifications

• Minimum of 1–2 years of customer support experience in a SaaS environment.
• Strong technical foundation: Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• Proficiency in SQL for data extraction and analysis; experience with Python or JavaScript is a plus.
• Excellent written and verbal communication skills in English; additional proficiency in Mandarin is highly desirable.
• Demonstrated ability to work independently in a fully remote setting, managing time and priorities effectively.
• Experience with ticketing systems (Zendesk, Jira) and CRM platforms (Salesforce).
• Strong problem‑solving skills and a customer‑centric mindset.

Preferred Qualifications

• Experience in the retail, e‑commerce, or supply‑chain industry.
• Familiarity with AI‑driven pricing or demand‑forecasting tools.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Previous exposure to agile development practices and cross‑functional collaboration.
• Fluency in additional languages (e.g., Cantonese, Japanese) to support a broader customer base.

Skills & Competencies

• Technical Proficiency: SQL, Python/JavaScript, Zendesk, Jira, Salesforce.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Work seamlessly with engineering, product, and sales teams to deliver holistic customer solutions.
• Customer Advocacy: Passion for ensuring a positive customer experience and turning challenges into opportunities.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and unlocking potential. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new product features, industry trends, and advanced technical skills.
• Clear career pathways into roles such as Senior Support Engineer, Product Support Lead, or Customer Success Manager.
• Opportunities to contribute to product development through feedback loops and beta testing.
• Participation in hackathons, innovation challenges, and cross‑functional projects that broaden your skill set.

Work Environment & Culture

Brighthush’s culture is built on transparency, collaboration, and a shared commitment to customer success. We value:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Flexibility: Remote work, flexible hours, and a results‑oriented approach.
• Continuous Learning: Access to learning platforms, certifications, and industry conferences.
• Community: Regular virtual team building events, knowledge sharing sessions, and open forums.
• Well‑being: Comprehensive health benefits, mental health support, and wellness programs.

Compensation & Benefits

While specific figures vary based on experience and location, Brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote SaaS support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance.
• Paid time off, parental leave, and flexible vacation policies.
• Professional development budget and access to industry conferences.

How to Apply

Ready to join a forward‑thinking team that is reshaping the future of retail technology? Click the link below to submit your application and become a part of Brighthush’s journey.

Apply to Brighthush Today

Closing Statement

At Brighthush, we’re not just building software; we’re empowering businesses to thrive in a rapidly changing marketplace. As a Customer Support Specialist, you’ll be at the heart of this mission, turning challenges into opportunities and ensuring our clients achieve success. If you’re passionate about technology, customer advocacy, and continuous improvement, we invite you to bring your expertise to Brighthush and help shape the future of planning and pricing solutions across the APAC region.