Customer Support Specialist – Remote, Brazil – Alumni Management Software Excellence at brighthush

About brighthush

brighthush is a trailblazer in the alumni engagement arena, delivering a cutting‑edge platform that empowers universities, corporations, and professional associations to nurture lifelong relationships with their graduates and members. With a global footprint that spans more than 30 countries, brighthush’s software is the backbone of modern alumni programs, driving recruitment pipelines, sales opportunities, and brand advocacy for our clients. We are not just a software vendor; we are a partner that turns alumni data into actionable insights, turning former students into ambassadors, donors, and future leaders.

Our mission is simple yet powerful: to help organizations unlock the full potential of their alumni communities. We do this through an intuitive, data‑rich platform that integrates seamlessly with existing HR, CRM, and marketing ecosystems. Our clients rely on brighthush to streamline communication, personalize outreach, and measure impact—all while maintaining the highest standards of data security and privacy.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven team that values innovation, collaboration, and continuous learning. We celebrate diversity, encourage creative problem‑solving, and reward results. Whether you’re a seasoned support professional or a recent graduate eager to make an impact, brighthush offers a culture that nurtures growth, fosters mentorship, and rewards excellence.

About the Role

We are seeking a Customer Support Specialist to become the frontline champion of our global customer base. This remote position is based in Brazil, allowing you to work from the comfort of your home while connecting with colleagues across time zones. As a key member of the Support Team, you will own the day‑to‑day support experience, ensuring that every client interaction is handled with professionalism, empathy, and a deep understanding of our alumni management platform.

Key Responsibilities

• Respond to customer inquiries via email, chat, and ticketing system with a 24‑hour turnaround time.
• Diagnose and resolve technical issues related to platform usage, data integration, and user permissions.
• Document solutions in the knowledge base, contributing to a living library of best practices.
• Collaborate with Product, Engineering, and Sales teams to triage escalated tickets and provide feedback on feature improvements.
• Conduct onboarding sessions for new clients, guiding them through platform setup and best‑practice workflows.
• Track and report on support metrics (ticket volume, resolution time, customer satisfaction scores) to identify trends and opportunities for process improvement.
• Participate in weekly support stand‑ups and cross‑functional meetings to stay aligned with company goals.
• Advocate for the customer’s voice within brighthush, ensuring that their needs shape product development.

Essential Qualifications

• Minimum of 2 years of experience in a technical support or customer success role, preferably in SaaS or enterprise software.
• Fluency in Portuguese (Brazilian) and English, both written and spoken.
• Strong analytical skills with the ability to troubleshoot complex technical issues.
• Excellent communication skills, capable of translating technical jargon into clear, actionable guidance.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.
• Experience with data privacy regulations (GDPR, LGPD) is a plus.

Preferred Qualifications

• Background in higher education or alumni relations, providing insight into the unique challenges of alumni engagement.
• Knowledge of integration tools such as Zapier, Workato, or custom API usage.
• Experience with analytics dashboards (e.g., Tableau, Power BI) to interpret customer usage data.
• Previous involvement in creating or maintaining a knowledge base or FAQ repository.
• Certifications in customer support or technical troubleshooting (e.g., ITIL, CompTIA).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating complex software environments and troubleshooting issues across multiple layers.
• Problem‑Solving: Ability to think critically, identify root causes, and propose sustainable solutions.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared success.
• Adaptability: Thrives in a fast‑paced, evolving SaaS landscape, quickly learning new features and processes.
• Time Management: Prioritizes tasks effectively, balancing multiple tickets while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Customer Support Specialist, you will:

• Gain exposure to the full product lifecycle, from onboarding to post‑implementation support.
• Participate in mentorship programs pairing you with senior engineers and product managers.
• Access a curated library of online courses, webinars, and certifications covering SaaS support, data analytics, and customer success.
• Earn internal recognition through our “Support Excellence” awards and performance‑based promotions.
• Explore lateral moves into Product Management, Customer Success, or Technical Consulting within brighthush.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and flexibility. You’ll enjoy:

• Flexible working hours that accommodate Brazil’s time zones and your personal rhythm.
• Regular virtual team‑building events, including game nights, wellness challenges, and cultural exchange sessions.
• A fully stocked home‑office stipend to ensure you have the tools you need for productivity.
• Access to a global network of professionals through our internal Slack channels and monthly town halls.
• A commitment to mental health and well‑being, with access to counseling services and wellness apps.

Compensation & Perks

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for remote SaaS support roles in Brazil.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans for you and your dependents.
• Retirement savings plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Annual professional development budget for courses, conferences, and certifications.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to make a difference in the alumni engagement space? Click the link below to submit your application and join the brighthush family:

Apply to this role

Closing Statement

At brighthush, we’re redefining how organizations connect with their alumni, turning data into relationships that last a lifetime. As a Customer Support Specialist, you’ll be the bridge between our clients and the transformative power of our platform. If you’re passionate about technology, customer success, and making a tangible impact, we invite you to bring your expertise to our team. Together, we’ll shape the future of alumni engagement—one support ticket at a time.