Customer Support Specialist – SaaS Product Champion for Construction Contract Solutions at brighthush

About brighthush

For more than a century, brighthush has been the trusted backbone of the architecture, engineering, and construction (AEC) community. What began in 1888 as a pioneering effort to standardize construction contracts has grown into a sophisticated suite of digital contract tools, workflow engines, and risk‑management platforms that power today’s most complex building projects. In an industry where scale, fragmentation, and AI‑driven decisions can obscure real risk, brighthush stands as the anchor that helps firms reduce disputes, accelerate alignment, and deliver predictable outcomes.

Our mission is simple yet ambitious: empower every project participant with clear, actionable information so that design, construction, and ownership teams can focus on building, not battling contracts. To achieve that, we rely on a passionate team of innovators, product thinkers, and customer‑obsessed professionals who share a commitment to excellence, transparency, and continuous improvement.

Why This Role Matters

At brighthush, great support is more than answering questions or closing tickets—it’s the front line of our promise to customers. Our Product Support & Customer Care Specialists are the trusted guides who help users navigate our software, troubleshoot challenges, and keep projects moving forward without costly delays. As a Customer Support Specialist, you will be the primary point of contact for our global user base, delivering empathy‑driven, technically sound assistance across phone, email, and chat channels.

Position Summary

This full‑time, fully remote role is designed for a proactive problem‑solver who thrives in a fast‑paced SaaS environment. You will own each customer interaction from the first hello to a successful resolution—or a well‑documented escalation—while maintaining the high‑quality, responsive service that brighthush customers expect. Your ability to stay calm under pressure, translate technical concepts into plain language, and balance empathy with efficiency will directly influence customer satisfaction, product adoption, and the overall reputation of brighthush.

Key Responsibilities

• Frontline Customer Interaction: Serve as the first point of contact for customers via phone, email, and live chat, delivering timely, professional, and empathetic support.
• Issue Diagnosis & Resolution: Investigate, reproduce, and troubleshoot software questions and bugs; ask thoughtful diagnostic questions and guide users through practical, step‑by‑step solutions.
• End‑to‑End Ownership: Take full responsibility for each case from initial contact through resolution or a well‑managed escalation, keeping customers informed at every stage.
• De‑Escalation & Conflict Management: Handle frustrated or challenging interactions with patience, composure, and a solutions‑oriented mindset, turning difficult moments into positive experiences.
• Product Mastery: Develop deep knowledge of brighthush products, features, workflows, and common use cases; translate complex software concepts into clear, actionable guidance.
• Documentation & Ticket Management: Accurately log all interactions, track case status, and document next steps using HubSpot, Zendesk, or comparable ticketing platforms.
• Prioritization & Multitasking: Manage multiple concurrent cases in a high‑volume, phone‑centric environment while meeting established quality, responsiveness, and productivity metrics.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Success teams to escalate complex issues, providing clear reproduction steps, context, and supporting documentation.
• Knowledge Base Enhancement: Identify recurring questions, friction points, and improvement opportunities; contribute to self‑service resources, FAQs, and internal training materials.
• Continuous Learning: Participate in product updates, training sessions, coaching, and team meetings; apply feedback to sharpen technical and customer‑service skills.
• Compliance & Security: Follow all company policies, privacy regulations, and information‑security requirements to protect customer data.
• Additional Duties: Support ad‑hoc projects, special initiatives, or any other responsibilities assigned by leadership.

Essential Qualifications

• Minimum 1 year of direct, frontline customer support experience in a software or SaaS environment; 1–2 years or more is preferred.
• Proven ability to support customers primarily via phone, with competence in email and chat communication.
• Strong software troubleshooting skills: asking clarifying questions, isolating issues, navigating product workflows, and knowing when to escalate.
• Excellent verbal and written communication skills; capable of explaining technical information to users of varying technical proficiency.
• Demonstrated empathy, active listening, and de‑escalation techniques; ability to remain composed during high‑stress interactions.
• Ownership mindset with meticulous attention to detail, follow‑through, coachability, and sound judgment when balancing customer needs and business priorities.
• Ability to juggle multiple applications and cases while maintaining accurate documentation and meeting performance expectations.
• Familiarity with HubSpot, Zendesk, or comparable ticketing systems (preferred).
• Proficiency with Microsoft 365 and other common business productivity tools.
• Willingness to work a consistent support shift of 9:00 a.m.–6:00 p.m. ET or 10:00 a.m.–7:00 p.m. ET, based on team coverage needs.

Preferred Qualifications & Skills

• Bachelor’s degree in Business, Communications, Information Technology, or a related field (or equivalent practical experience).
• Experience with construction‑industry software, contract management platforms, or related AEC tools.
• Exposure to AI‑driven decision‑support tools or data‑analytics features within SaaS products.
• Certification in customer service excellence (e.g., HDI, ITIL) or technical support.
• Demonstrated ability to contribute to knowledge‑base articles, training videos, or internal process documentation.
• Comfort with remote collaboration tools such as Zoom, Microsoft Teams, Slack, and shared document repositories.

Core Competencies for Success

• Empathy & Active Listening: Truly understand the customer’s perspective and emotional state.
• Analytical Thinking: Break down complex problems into manageable steps and identify root causes quickly.
• Clear Communication: Translate technical jargon into plain language without losing precision.
• Time Management: Prioritize high‑impact tickets while maintaining overall case quality.
• Team Collaboration: Work seamlessly with cross‑functional partners to drive resolutions.
• Adaptability: Thrive in a dynamic environment where product releases and customer needs evolve rapidly.
• Continuous Improvement: Seek feedback, own personal development, and contribute ideas that enhance the support function.

Career Growth & Learning Opportunities

At brighthush, we view every support interaction as a learning moment. As you master the fundamentals, you’ll have clear pathways to advance your career:

• Senior Support Specialist: Lead complex escalations, mentor junior teammates, and influence support processes.
• Support Team Lead / Manager: Oversee a group of specialists, drive performance metrics, and shape the strategic direction of the support organization.
• Product Specialist or Trainer: Leverage deep product knowledge to create training programs, webinars, and certification tracks for customers and internal staff.
• Customer Success or Implementation Roles: Transition into broader relationship‑management positions that focus on onboarding, adoption, and long‑term value delivery.

We invest heavily in professional development—offering tuition reimbursement, access to industry conferences, internal workshops, and a robust library of e‑learning resources. Whether you want to deepen your technical expertise, sharpen your communication skills, or explore leadership pathways, brighthush provides the support and resources you need.

Work Environment & Culture at brighthush

brighthush is a fully remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on three pillars:

• Customer‑Centricity: Every decision starts with the question, “How does this help our users succeed?”
• Innovation & Integrity: We encourage bold ideas, data‑driven experimentation, and transparent communication.
• Collaboration & Inclusion: Diverse perspectives are celebrated, and every voice is invited to shape our products and processes.

Team members enjoy regular virtual coffee chats, quarterly “All‑Hands” gatherings, and an annual in‑person brighthush Connect event where employees from around the globe meet, share stories, and celebrate achievements. While the role is remote, we expect participation in this flagship event and occasional travel for other business‑related activities.

Compensation, Perks & Benefits

We offer a competitive salary package aligned with market standards for SaaS support roles, complemented by a comprehensive benefits suite that includes:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid time off (vacation, sick leave, and holidays) plus mental‑health days.
• Flexible work schedule and remote‑work stipend for home‑office setup.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) and wellness resources.
• Performance‑based bonuses and recognition programs.
• Company‑wide equity participation to share in brighthush’s long‑term success.

How to Apply

If you are passionate about delivering world‑class support, love solving technical puzzles, and want to be part of a forward‑thinking company that shapes the future of construction contracts, we want to hear from you. Submit your resume, a concise cover letter highlighting your most relevant experience, and any supporting materials that showcase your communication style or problem‑solving abilities.

Join brighthush and become the trusted ally that helps architects, engineers, and contractors turn complex contracts into collaborative successes.