Customer Support Specialist – Remote Automotive SaaS Solutions & Data Integration Expert

About brighthush

At brighthush, we are the data‑driven engine behind the automotive retail ecosystem. Our proprietary analytics, real‑time data platforms, and seamless integration tools empower dealerships, OEMs, and service providers across North America, Europe, and Australia to make smarter, faster decisions. As a virtual‑first organization, we champion flexibility, continuous learning, and a culture built on trust, integrity, and relentless execution. Join a team where technology meets the road, and where every interaction you have with a customer directly fuels the success of the automotive industry.

Why This Role Matters

Our customers rely on brighthush to turn complex automotive data into clear, actionable insight. As a Customer Support Specialist, you will be the first line of defense and the trusted advisor who transforms technical challenges into smooth, confidence‑building experiences. Your expertise will help dealers keep their inventories accurate, their financing processes compliant, and their sales teams focused on closing deals—not troubleshooting software.

Key Responsibilities

• First‑Contact Champion: Serve as the primary point of contact for inbound inquiries via phone, email, live chat, and ticketing platforms, addressing questions about usability, configuration, data integrity, integrations, and overall system behavior.
• Diagnostic Expert: Quickly diagnose, troubleshoot, and resolve issues spanning automotive data feeds, API calls, authentication problems, reporting anomalies, and workflow bottlenecks. Escalate complex cases following defined procedures.
• Clear Communicator: Articulate technical concepts in plain language, set realistic expectations, and guide customers step‑by‑step through resolutions, always maintaining empathy and professionalism.
• Documentation Steward: Accurately log every interaction, troubleshooting path, and final resolution in our CRM and ticketing systems, ensuring knowledge transfer and future reference.
• Process Adherence: Follow established service level agreements (SLAs), escalation matrices, and support workflows to guarantee consistent, high‑quality service delivery.
• Cross‑Functional Collaborator: Partner with Product Management, Engineering, Data Science, Sales, and Customer Success teams to investigate recurring issues, provide feedback for product improvements, and contribute to the creation of support playbooks.
• Knowledge Base Contributor: Write, edit, and maintain self‑service articles, FAQs, and troubleshooting guides that empower customers to resolve common problems independently.
• Continuous Improvement Advocate: Identify trends in support tickets, propose process enhancements, and participate in regular retrospectives to elevate the overall support experience.

Essential Qualifications

• Education & Experience: Postsecondary education in Information Technology, Business, Finance, Computer Science, or a related discipline, OR equivalent hands‑on experience.
• Customer Support Background: 1–3 years of experience in technical support, service desk, or SaaS‑focused customer service environments.
• Automotive Domain Knowledge: Direct experience supporting dealer‑facing or OEM‑facing automotive software, data platforms, or related applications.
• Technical Troubleshooting Skills: Proven ability to resolve software, data, authentication, API, integration, and payment workflow issues.
• Analytical Mindset: Strong diagnostic and problem‑solving capabilities, with a keen eye for detail.
• Communication Excellence: Superior written and verbal communication skills, with a customer‑centric approach.
• Learning Agility: Ability to quickly master complex systems, product suites, and evolving technology stacks.
• Organizational Discipline: High level of attention to detail and ability to manage multiple tickets simultaneously while adhering to SLAs.

Preferred Qualifications & Nice‑to‑Have Skills

• Hands‑on experience in automotive retail, dealership, or OEM environments.
• Familiarity with vehicle configuration data, VIN decoding, incentives, and F&I (Finance & Insurance) systems.
• Working knowledge of REST and SOAP APIs, as well as JSON and XML data formats.
• Proficiency with CRM and ticketing platforms such as Salesforce Service Cloud or similar tools.
• Experience using diagnostic utilities, data validation tools, and automated testing frameworks.
• Background supporting high‑volume, fast‑paced software products.
• Comfort with telephony systems, omnichannel support platforms, and remote desktop utilities.

Work Schedule & Availability

Our support model is designed to meet the needs of dealers operating across multiple time zones. The successful candidate will be expected to:

• Work flexible shifts primarily Monday‑Friday, 9:00 am – 7:00 pm EST.
• Occasionally cover Saturday shifts (10:00 am – 4:00 pm EST) and statutory holidays as business demands dictate.
• Participate in overtime, on‑call rotations, or 24 × 7 × 365 coverage for specific product lines, depending on team needs.
• Complete an intensive onboarding and training program lasting 60‑90 days, conducted during standard business hours.

Compensation & Benefits

Base Pay: Competitive hourly rate ranging from $20‑$24 CAD or $21‑$25 USD, calibrated based on experience, skill set, and geographic location.

Benefits Package (eligible employees)

• Medical, dental, and vision coverage.
• Disability and life insurance.
• Retirement savings plans (RRSP, 401(k) equivalents) with employer matching where applicable.
• Generous paid time off, including vacation, sick days, and personal holidays.
• Wellness programs, employee assistance resources, and mental‑health support.
• Professional development stipend for certifications, conferences, and online courses.
• Remote‑work allowance for home office setup.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As you master the support landscape, you can progress into senior specialist, team lead, or managerial roles. We also provide pathways into product management, quality assurance, or data analytics, leveraging the deep domain knowledge you’ll acquire while supporting our automotive clients.

Our learning ecosystem includes:

• Monthly technical deep‑dives led by senior engineers.
• Cross‑functional mentorship programs pairing support staff with product and engineering leaders.
• Access to industry certifications (e.g., ITIL, ServiceNow, Salesforce Administrator).
• Quarterly “Innovation Days” where you can pitch process improvements or new feature ideas directly to senior leadership.

Culture & Work Environment

brighthush thrives on a culture of transparency, collaboration, and data‑driven decision making. Our core values shape everything we do:

• Customer Success First: Every action is measured against the impact on our customers’ outcomes.
• Innovation & Collaboration: We blend cutting‑edge analytics with human expertise to solve real‑world problems.
• Simplicity & Clarity: We turn complexity into clear, actionable insight for our users.
• Execution & Accountability: We set ambitious goals and hold ourselves accountable for delivering results.
• Trust & Integrity: Independence, honesty, and credibility are the foundation of our relationships.

Our virtual‑first model means you can work from anywhere in the United States or Canada while staying connected through regular video huddles, virtual coffee chats, and collaborative tools that keep the team spirit alive.

Equal Opportunity & Inclusion

brighthush is committed to building a diverse workforce where every individual feels valued and respected. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability. Reasonable accommodations are available throughout the recruitment process; please contact [email protected] for assistance.

Data Privacy & Security

We treat your personal information with the utmost care. Your data will be stored securely and used solely for recruitment purposes. In line with global privacy regulations, brighthush may share information with affiliated entities or trusted service providers only when necessary to process your application.

How to Apply

If you are ready to become a pivotal part of a fast‑growing, data‑centric automotive technology leader, we encourage you to submit your application today. Click the link below to start the process. All official communications will originate from an @brighthush.com email address.

Apply Now – Customer Support Specialist at brighthush

Join Us and Drive the Future of Automotive Retail

At brighthush, your work directly influences the efficiency of dealerships, the satisfaction of car buyers, and the evolution of automotive data analytics. If you thrive in a dynamic, remote environment, love solving complex technical puzzles, and are passionate about delivering world‑class customer experiences, we want to hear from you. Take the next step in your career and help us turn data into decisive action for the automotive world.