Customer Support Specialist – Remote Day‑Shift Role at brighthush Mobile Budget Management App – Build, Optimize & Lead the Support Function

About brighthush

brighthush is a forward‑thinking venture builder that transforms bold ideas into global products. With a portfolio of more than 15 high‑growth startups spanning AdTech, fintech, health, wellness, and productivity, brighthush empowers founders and talent to create solutions that shape the future of technology. Our mobile division, launched less than a year ago, has already generated consistent user growth and is positioned to become a leading force in the health‑and‑wellness and personal‑finance space worldwide.

At brighthush we blend the agility of a startup with the resources of an established holding company. Our culture is built on speed, curiosity, and a relentless focus on delivering value to users. We thrive on experimentation, data‑driven decision making, and a collaborative spirit that encourages every team member to own their impact.

Why This Role Matters

Our flagship B2C Budget Management application is rapidly gaining traction among users who want to take control of their finances, improve wellness, and boost productivity. As the first dedicated Customer Support Specialist, you will lay the foundation for a world‑class support experience that directly influences user retention, brand reputation, and product roadmap. This is a rare chance to design processes from scratch, own the entire support ecosystem, and eventually lead a growing team as the product scales.

Key Responsibilities

• Customer Interaction: Deliver timely, empathetic assistance via email, live chat, and in‑app messaging. Resolve inquiries related to subscriptions, cancellations, refunds, payment issues, and general product usage.
• Billing & Payment Operations: Access user accounts, verify transaction histories, process refunds or adjustments, and ensure compliance with financial regulations and brighthush policies.
• Technical Issue Management: Identify, document, and triage bugs or performance problems. Escalate complex cases to engineering and product teams using our internal ticketing system.
• Review & Reputation Management: Monitor user reviews on the App Store, Google Play, and third‑party trust platforms. Respond professionally, gather actionable feedback, and report emerging trends to marketing and product leadership.
• Process & Knowledge Base Development: Design, write, and maintain support templates, FAQs, and knowledge‑base articles. Continuously refine response workflows to improve first‑contact resolution rates.
• Reporting & Analytics: Build dashboards and regular reports that track key performance indicators such as average response time, resolution rate, churn impact, and customer satisfaction (CSAT/NPS).
• Cross‑Functional Collaboration: Partner closely with product managers, engineers, designers, marketing, and finance to communicate user pain points, suggest feature improvements, and align on release communications.
• Continuous Improvement: Conduct root‑cause analyses of recurring issues, propose automation opportunities, and pilot new support tools that increase efficiency.
• Team‑Building Foundations: Document SOPs, create onboarding materials, and mentor future support hires as the function expands.

Essential Qualifications

• Minimum 1.5 years of proven customer support experience, preferably in a SaaS or mobile‑app environment.
• Hands‑on experience with billing and payment operations, including refunds, cancellations, and subscription management.
• Proficiency with Intercom or a comparable help‑desk platform (Zendesk, Freshdesk, Help Scout, etc.).
• Strong written communication skills in English (B2+ level). Additional languages are a plus.
• Demonstrated ability to manage high‑volume inquiries efficiently while maintaining quality and empathy.
• Self‑motivated, accountable, and capable of working independently with minimal supervision.
• Problem‑solving mindset with a passion for continuous improvement and data‑driven decision making.
• Ambition to grow into a Support Lead role and shape the support strategy for a rapidly scaling product.

Preferred Qualifications

• Experience supporting mobile applications, especially in the health, wellness, or productivity space.
• Familiarity with subscription billing platforms such as Stripe, Braintree, or Recurly.
• Knowledge of App Store and Google Play guidelines, review processes, and compliance requirements.
• Experience building or maintaining a knowledge base and support documentation.
• Basic understanding of product analytics tools (Mixpanel, Amplitude, Firebase Analytics, etc.).
• Exposure to CRM or ticket‑routing automation (Zapier, Make, custom APIs).

Core Skills & Competencies

• Customer‑First Mindset: Deep empathy for users and a commitment to delivering exceptional support experiences.
• Technical Aptitude: Comfortable navigating multiple software tools, troubleshooting issues, and learning new systems quickly.
• Communication Excellence: Clear, concise, and professional writing and speaking skills; ability to translate technical jargon into user‑friendly language.
• Organizational Excellence: Strong time‑management, prioritization, and the ability to juggle multiple tasks simultaneously without sacrificing quality.
• Data‑Driven Decision Making: Ability to interpret support metrics, extract insights, and translate them into actionable process improvements.
• Collaboration: Comfortable working cross‑functionally with product, engineering, marketing, finance, and leadership teams.
• Adaptability: Thrive in a fast‑moving environment where priorities shift rapidly and new challenges emerge daily.
• Leadership Potential: Demonstrated interest in mentoring, coaching, and eventually managing a support team.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent and providing a clear path for professional development. As the inaugural member of the support team, you will:

• Own the Design of Support Operations: From ticket routing to escalation matrices, you will gain deep operational expertise that is highly transferable across tech industries.
• Transition to a Leadership Role: As the product scales, you will recruit, onboard, and lead a dedicated support team, developing people‑management and coaching skills.
• Influence Product Roadmaps: Your direct contact with users will give you a privileged voice in product planning meetings, shaping features that truly solve user pain points.
• Access Continuous Learning Resources: A curated digital library, sponsorship for industry conferences, internal workshops, and mentorship programs ensure you stay ahead of support best practices.
• Explore Intrapreneurial Projects: brighthush encourages employees to pitch and develop their own product ideas within the ecosystem, offering seed funding and cross‑functional support.
• Global Exposure: Work with a diverse, distributed team spanning multiple time zones, gaining cultural competence and a broader perspective on user needs.

Work Environment & Company Culture at brighthush

Our culture is built on four pillars that make brighthush a place where people love to work:

• Flexibility: Choose fully remote, hybrid, or office‑based work that fits your lifestyle. Our Kyiv office is a hub for occasional in‑person collaboration, but you are free to work from anywhere.
• Collaboration: Work alongside top talent from diverse backgrounds in a supportive, inclusive environment. Regular cross‑functional “scrum‑of‑scrums” keep everyone aligned.
• Innovation: Experiment with new tools, processes, and ideas. We allocate a quarterly “innovation budget” for teams to prototype improvements, including AI‑driven support bots.
• Fun & Community: Off‑site retreats, virtual game nights, sports tournaments, and corporate gifts celebrate our collective achievements.
• Health & Well‑Being: Comprehensive medical, dental, and vision insurance for you and dependents, a corporate psychologist, gym memberships, wellness stipends, and mental‑health days.

Compensation, Perks & Benefits

While exact figures are tailored to experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary aligned with market standards for senior‑level customer support and operations roles.
• Performance‑based bonuses tied to support metrics (CSAT, resolution time) and overall product growth.
• Equity or stock‑option opportunities, allowing you to share in brighthush’s long‑term success.
• Full medical coverage (including dental and vision) for you and your dependents.
• Generous paid time off, including vacation, sick leave, personal days, and paid holidays.
• Professional development budget for courses, certifications, and conferences.
• Well‑being perks such as gym memberships, wellness stipends, ergonomic home‑office equipment, and mental‑health support.
• Technology stipend for high‑speed internet, laptop upgrades, and software licenses.

How to Apply

If you are passionate about delivering world‑class customer support, eager to build processes from the ground up, and ready to grow into a leadership role, we want to hear from you. Please submit your resume and a brief cover letter outlining why you are the perfect fit for brighthush’s support team. Highlight any experience you have with mobile‑app support, subscription billing, and knowledge‑base creation.

Next Steps & Timeline

Our hiring process is designed to be transparent and respectful of your time:

• Step 1 – Application Review: Our talent acquisition team reviews all submissions within 5 business days.
• Step 2 – Initial Call: A 30‑minute conversation with a senior recruiter to discuss your background and motivations.
• Step 3 – Technical & Situational Interview: A 60‑minute interview with the product and engineering leads focusing on problem‑solving, communication style, and scenario‑based support challenges.
• Step 4 – Culture Fit Interview: Meet with the People Operations lead and a future teammate to explore cultural alignment.
• Step 5 – Offer: Successful candidates receive a formal offer, compensation details, and an onboarding roadmap.

Join brighthush – Shape the Future of Mobile Finance & Wellness

At brighthush, you will be more than a support agent—you will be a strategic partner in a product that empowers millions to manage their money, improve health, and increase productivity. Your expertise will directly influence user satisfaction, retention, and the overall success of a fast‑growing mobile platform.

Ready to take the next step in your career? and become a foundational member of the brighthush support team.