Customer Support Specialist – SaaS Client Success & Solutions Advocate at brighthush

Why Join brighthush?

At brighthush, we are on a mission to transform the lives of older adults by redefining how care is delivered in senior living communities. As a forward‑thinking software company operating in the fast‑growing Information Technology sector, we blend cutting‑edge SaaS solutions with deep empathy for our users. Our platform empowers caregivers, administrators, and families with real‑time insights, streamlined workflows, and personalized experiences that improve quality of life for seniors worldwide.

Our culture is built on collaboration, continuous learning, and a genuine passion for making a difference. Whether you’re working from the comfort of your home office in Ottawa or connecting virtually with teammates across North America, you’ll be part of a purpose‑driven organization that values every voice and celebrates innovative thinking.

Role Overview

We are seeking a dynamic Customer Support Specialist to become the trusted voice of brighthush for our growing portfolio of SaaS customers. In this mid‑level, full‑time position, you will act as the frontline problem‑solver, educator, and advocate, ensuring that every client receives swift, accurate, and compassionate assistance. Your expertise will help reduce churn, boost product adoption, and reinforce brighthush’s reputation as a leader in senior‑care technology.

Key Responsibilities

• Deliver exceptional support: Respond to inbound tickets, live chats, and phone calls with professionalism, empathy, and a solutions‑oriented mindset.
• Troubleshoot complex product issues: Diagnose technical problems, reproduce bugs, and collaborate with engineering to drive timely resolutions.
• Create and maintain customer education resources: Author knowledge‑base articles, step‑by‑step guides, video tutorials, and webinars that empower users to get the most out of the brighthush platform.
• Drive proactive outreach: Identify at‑risk accounts, conduct health checks, and recommend best practices to improve user satisfaction and product utilization.
• Collaborate cross‑functionally: Partner with Sales, Product, and Marketing teams to relay customer feedback, influence roadmap decisions, and develop targeted communication campaigns.
• Maintain meticulous records: Log all interactions in our brighthush CRM system, ensuring data accuracy for reporting and continuous improvement.
• Champion continuous improvement: Analyze support trends, suggest process enhancements, and contribute to the evolution of our support playbook.

Essential Qualifications

• Minimum 2‑3 years of hands‑on experience providing customer support in a SaaS environment.
• Outstanding written and verbal communication skills in English, with the ability to convey technical concepts to non‑technical audiences.
• Demonstrated problem‑solving aptitude and a methodical approach to troubleshooting.
• Strong organizational abilities and meticulous attention to detail, especially when documenting cases and creating knowledge‑base content.
• Proven track record of thriving in a collaborative, remote‑first team setting.
• Comfortable using modern support tools, including ticketing systems, live‑chat platforms, and CRM solutions (experience with brighthush is a plus).

Preferred Qualifications

• Experience in the health‑tech, senior‑care, or broader healthcare technology sectors.
• Familiarity with data privacy regulations such as HIPAA or PIPEDA.
• Previous exposure to creating multimedia educational content (screen recordings, infographics, webinars).
• Certification in customer service excellence (e.g., HDI, ITIL).
• Fluency in a second language, especially French, to support bilingual customers in Canada.

Skills & Tools

• Proficiency with brighthush CRM (formerly HubSpot) for ticket management, contact tracking, and reporting.
• Comfort with remote collaboration suites such as Slack, Microsoft Teams, and Zoom.
• Basic understanding of web technologies (HTML, CSS, APIs) to assist with integration queries.
• Strong analytical mindset—ability to interpret usage data and translate insights into actionable recommendations.
• Empathy, patience, and a genuine desire to help older adults and the professionals who care for them.

What We Offer – Compensation & Benefits

At brighthush, we recognize that great talent deserves competitive rewards and a supportive environment. While exact figures may vary based on experience, successful candidates can expect:

• A base salary ranging from CAD 55,000 – 75,000 per year.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, including vacation days, sick leave, and mental‑health days.
• Professional development stipend for courses, certifications, or conferences.
• Remote‑work allowance to support home‑office setup (ergonomic chair, monitor, internet subsidy).
• Employee Assistance Program (EAP) and wellness initiatives.
• Retirement savings plan with company matching contributions.

Culture & Work Environment

brighthush prides itself on a culture that blends high performance with heartfelt purpose. Our core values include:

• Compassion: We put people first—both our customers and our teammates.
• Innovation: We encourage curiosity, experimentation, and continuous learning.
• Collaboration: Remote work is seamless because we communicate openly, share knowledge, and celebrate wins together.
• Integrity: Transparency and ethical conduct guide every decision.

Our remote‑first policy means you’ll have the flexibility to design your own schedule while staying connected through regular virtual stand‑ups, team‑building activities, and quarterly in‑person meet‑ups (when safe and feasible).

Career Growth & Learning Opportunities

Joining brighthush is not just a job—it’s a pathway to professional advancement. As you master the support function, you can explore career trajectories such as:

• Senior Customer Success Manager – leading strategic accounts and driving long‑term partnerships.
• Support Team Lead – mentoring new specialists and shaping support processes.
• Product Analyst – translating user feedback into product enhancements.
• Training & Enablement Specialist – designing onboarding curricula for both customers and internal staff.

We invest in your growth through regular coaching sessions, access to online learning platforms (LinkedIn Learning, Coursera), and a clear promotion framework based on measurable outcomes.

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Ottawa, Ontario, Canada (candidates must be legally authorized to work in Canada)
• Salary: CAD 55,000 – 75,000 per year
• Languages: English (French a strong advantage)

About brighthush

brighthush is a technology‑driven company dedicated to improving the quality of life for older adults. By delivering an intuitive SaaS platform that streamlines care coordination, enhances communication, and provides actionable analytics, we enable senior living communities to focus on what truly matters—compassionate, person‑centered care. Our solutions are trusted by dozens of facilities across North America, and we are rapidly expanding our footprint.

Ready to Make an Impact?

If you are a proactive problem‑solver with a passion for helping others and a knack for turning technical challenges into positive experiences, we want to hear from you. Join brighthush and become a pivotal part of a team that is reshaping senior care through technology.

and start your journey with brighthush today!