Customer Support Specialist – Remote (Germany) – Technical & Digital Service – German & English – Entry Level – Join brighthush

About brighthush

brighthush is a forward‑thinking technology company that is redefining how small and medium‑size businesses manage their marketing and customer relationships. With a mission to empower entrepreneurs and growth teams, brighthush delivers an all‑in‑one platform that combines marketing automation, customer support, and analytics into a single, intuitive interface. Our product is built for the digital age, enabling users to create, launch, and optimize campaigns without the need for complex integrations or a dedicated IT team.

Founded in 2019, brighthush has quickly become a trusted partner for over 5,000 businesses across Europe, North America, and Asia. Our culture is rooted in innovation, collaboration, and a relentless focus on customer success. We believe that great products are built by great people, and we are committed to creating an inclusive, flexible, and growth‑oriented workplace where every team member can thrive.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth environment where your ideas can shape the future of marketing technology. We offer:

• Remote‑First Flexibility: Work from anywhere in Germany with a fully supported home‑office setup.
• Career Growth: Structured learning paths, mentorship programs, and the opportunity to move into product, engineering, or leadership roles.
• Impactful Work: Your support will directly influence the success of thousands of businesses worldwide.
• Inclusive Culture: A diverse, collaborative team that values transparency, continuous improvement, and work‑life balance.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Role Overview

As a Customer Support Specialist at brighthush, you will be the first line of communication for our users. You’ll handle inquiries, troubleshoot technical issues, and provide guidance on product features. Your role will be pivotal in ensuring a seamless customer experience, gathering feedback for product improvement, and fostering long‑term relationships with our clients.

Key Responsibilities

• Customer Interaction: Respond to support tickets, live chat, and email inquiries in both German and English, ensuring timely and accurate resolutions.
• Issue Documentation: Log all customer interactions in our ticketing system, maintaining detailed records of problem descriptions, troubleshooting steps, and resolutions.
• Feature Testing & Feedback: Participate in beta testing of new features, report bugs, and provide actionable feedback to the product team.
• Knowledge Base Management: Contribute to the creation and maintenance of help center articles, FAQs, and video tutorials to empower users.
• Collaboration: Work closely with the Product, Engineering, and Sales teams to relay customer insights and prioritize feature requests.
• Process Improvement: Identify recurring issues and propose process enhancements to reduce ticket volume and improve first‑contact resolution rates.
• Metrics & Reporting: Track support KPIs (e.g., response time, resolution time, customer satisfaction scores) and generate regular reports for leadership.

Essential Qualifications

• Fluent in German and English, both written and spoken.
• Strong technical aptitude with a solid understanding of web technologies (HTML, CSS, JavaScript) and SaaS products.
• Experience in customer support or help desk roles, preferably in a digital or SaaS environment.
• Excellent communication skills, with the ability to explain complex concepts in simple terms.
• Self‑motivated, organized, and able to work independently in a remote setting.
• Proficiency with support tools such as Intercom, Zendesk, or similar ticketing systems.
• Experience using collaboration tools like Slack, Linear, or Jira.

Preferred Qualifications

• Prior experience in a SaaS or marketing technology company.
• Knowledge of marketing automation concepts (email workflows, lead scoring, segmentation).
• Experience with data analysis tools (Google Analytics, Mixpanel) and basic SQL queries.
• Background in UX or product design, with a passion for improving user experiences.
• Multilingual abilities beyond German and English.

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting software issues, understanding API integrations, and navigating web dashboards.
• Problem‑Solving: Ability to diagnose root causes quickly and propose effective solutions.
• Customer‑Centric Mindset: Empathy for users, a drive to exceed expectations, and a commitment to continuous improvement.
• Time Management: Prioritize multiple tickets, meet SLA targets, and maintain high productivity in a remote environment.
• Collaboration & Influence: Work cross‑functionally, share insights, and influence product decisions.
• Adaptability: Thrive in a fast‑paced, evolving company where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As a Customer Support Specialist, you will:

• Participate in monthly knowledge‑sharing sessions with product, engineering, and sales teams.
• Access a curated learning library covering product training, technical skills, and soft‑skill development.
• Earn certifications in customer success, SaaS support, and data analytics.
• Be considered for internal mobility into Product Management, Engineering, or Customer Success Manager roles.
• Receive regular performance feedback and a clear roadmap for advancement.

Work Environment & Company Culture

brighthush’s remote‑first culture is built on trust, transparency, and collaboration. We provide:

• Fully equipped home‑office stipend and ergonomic support.
• Weekly virtual team stand‑ups, monthly all‑hands meetings, and quarterly virtual retreats.
• Open communication channels via Slack, where ideas and feedback are encouraged.
• A culture of psychological safety, where every voice is heard and valued.
• Regular wellness initiatives, including virtual yoga, mindfulness sessions, and mental health resources.

Compensation & Benefits

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

• Base salary aligned with market standards for entry‑level customer support roles in Germany.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health insurance coverage, pension contributions, and paid time off.
• Flexible working hours and a generous remote‑work policy.
• Annual professional development budget for courses, conferences, and certifications.

How to Apply

Ready to join a team that values innovation, customer success, and personal growth? Submit your application through the link below and let’s explore how you can contribute to brighthush’s mission of empowering businesses worldwide.