Customer Support Specialist – Championing Seamless Compliance & Cybersecurity Excellence at brighthush

About brighthush

brighthush is redefining the cybersecurity and compliance landscape by turning complex, time‑consuming processes into intuitive, frictionless experiences. With a mission to make cybersecurity painless and effective, we empower organizations to achieve industry‑leading standards such as SOC 2 and ISO 27001 without compromising on security or cutting corners. Our platform blends cutting‑edge technology with a user‑centric design, enabling companies to build, manage, and monitor their security programs with confidence and speed.

Having recently secured a $33 million Series A round, brighthush is accelerating growth across both customers and talent. Our team is a vibrant mix of seasoned security professionals, passionate builders, and relentless problem‑solvers. We’re a community of rebels who thrive on challenging the status quo, collaborating across disciplines, and delivering real, measurable impact for our clients.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven culture that values:

• Impact over titles – Your work directly influences how thousands of organizations secure their data.
• Autonomy over micromanagement – Own your projects, set your priorities, and shape the future of our support function.
• Clarity over jargon – We communicate openly, transparently, and with a focus on results.
• Continuous learning – Access to industry conferences, certifications, and internal knowledge sharing.

We celebrate diversity, foster inclusion, and believe that the best ideas come from a wide range of perspectives. Whether you’re a seasoned professional or a recent graduate, you’ll find a place to grow, innovate, and make a difference.

Role Overview

As one of the first hires in our customer support team, you will lay the foundation for a world‑class support experience. You’ll be the first point of contact for a diverse mix of technical and non‑technical stakeholders navigating compliance for the first time. Your responsibilities will span real‑time communication, issue resolution, knowledge base creation, and cross‑functional collaboration.

Key Responsibilities

• Monitor and respond to customer inquiries across Slack shared channels and the support ticket queue with a first‑response time of 15 minutes.
• Resolve platform navigation, onboarding, billing, and penetration‑testing scheduling questions with empathy and precision.
• Triage incoming requests, route escalations to the appropriate internal teams, and document full context in our ticketing system (Pylon).
• Provide timely holding responses on escalations, ensuring customers are always informed of progress.
• Log and tag all interactions accurately, maintaining a clean, searchable knowledge base.
• Identify recurring issues, propose solutions, and contribute answers to the internal knowledge base.
• Collaborate closely with Security Program Managers, Customer Success, and Engineering to resolve complex customer challenges efficiently.
• Participate in the design and refinement of support playbooks, SOPs, and automation workflows.
• Act as a customer advocate, feeding insights back to product and engineering teams to drive continuous improvement.

Essential Qualifications

• Minimum 2 years of customer‑facing support or success experience in a SaaS environment.
• Exceptional written communication skills – clear, concise, and warm, even under pressure.
• Proven ability to manage high volume across multiple channels simultaneously.
• Strong organizational instincts – nothing falls through the cracks.
• Self‑directed and comfortable working autonomously in a fully remote setting.
• Availability to work Pacific Standard Time (9 am – 7 pm PST), whether you’re located on the West Coast or flexing your hours.

Preferred Qualifications

• Familiarity with compliance frameworks such as SOC 2 and ISO 27001, or a demonstrated willingness to learn quickly.
• Experience with Pylon, HubSpot, or Slack‑based support workflows.
• Prior experience at an early‑stage or high‑growth startup, thriving in ambiguity and rapid change.
• Knowledge of cybersecurity best practices and industry standards.

Key Skills & Competencies

• Customer‑centric mindset with a passion for solving hard problems.
• Strong analytical and problem‑solving abilities.
• Excellent time‑management and prioritization skills.
• Collaborative spirit – able to work cross‑functionally with engineering, product, and security teams.
• Adaptability – thrive in a fast‑paced, evolving environment.
• Proficiency with ticketing systems, knowledge bases, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by your ambition, not by a rigid hierarchy. As we scale, you’ll have the chance to:

• Lead the development of support processes, playbooks, and automation initiatives.
• Transition into senior or managerial roles within Customer Success, Product, or Engineering.
• Earn industry certifications (e.g., CISSP, CISA, ISO 27001 Lead Implementer).
• Attend global conferences, workshops, and training sessions.
• Mentor new hires and contribute to a culture of continuous improvement.

Work Environment & Culture

brighthush is a fully remote, global team that values flexibility, trust, and high performance. Our culture is built on:

• Transparent communication – open channels for feedback, ideas, and recognition.
• Data‑driven decision making – we measure impact and iterate accordingly.
• Community engagement – regular virtual coffee chats, hackathons, and off‑site retreats in inspiring locations such as Amsterdam, Italy, and beyond.
• Work‑life balance – generous PTO, flexible working hours, and a focus on mental well‑being.

Compensation & Benefits

While the exact salary range varies by location and experience, we offer a competitive base salary, equity, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 20 days of paid time off per year, plus 8 floating holidays.
• Remote‑first work culture with fully reimbursed home‑office setup.
• Annual team off‑sites in stunning destinations.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health support and gym memberships.

How to Apply

If you’re ready to challenge the status quo, build a support function from the ground up, and help shape the future of cybersecurity, we’d love to hear from you. Click the link below to submit your application and join the brighthush revolution.