Customer Support Specialist – SaaS & Technical Support Expert for Innovative Climate Tech Platform at brighthush

About brighthush

brighthush is a trailblazing sustainability data management platform that empowers businesses worldwide to track, disclose, and act on climate and ESG data. By turning complex environmental metrics into actionable insights, we help organizations not only meet regulatory requirements but also drive real, measurable impact on the planet. Our mission is to make sustainability data transparent, accessible, and actionable for every stakeholder—from executives and investors to frontline employees and customers.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven team that is reshaping the intersection of technology and sustainability. We thrive on curiosity, collaboration, and a relentless commitment to excellence. As a Customer Support Specialist, you’ll be the frontline ambassador of our product, ensuring that our customers succeed and that their voices shape the future of our platform.

Role Overview

We are seeking a highly motivated, customer‑centric professional to join our support team in Singapore. The ideal candidate will have 2‑3 years of experience in customer or technical support within a tech or SaaS environment, strong English communication skills, and a passion for solving complex problems. You will work on an APAC schedule (09:00‑17:00 SGT) and will be expected to demonstrate flexibility during onboarding.

Key Responsibilities

• Resolve Customer Issues: Provide timely, accurate, and empathetic support to customers via Intercom, email, and phone, ensuring a high first‑contact resolution rate.
• Conduct Investigations: Diagnose technical problems, reproduce bugs, and collaborate with engineering and product teams to identify root causes.
• Collaborate Across Teams: Act as the liaison between customers, product managers, and developers, translating user feedback into actionable product improvements.
• Maintain Knowledge Base: Create, update, and refine support documentation, FAQs, and troubleshooting guides to empower customers and reduce ticket volume.
• Track Metrics: Monitor key performance indicators such as ticket volume, response time, customer satisfaction (CSAT), and net promoter score (NPS), and report insights to leadership.
• Continuous Improvement: Participate in post‑mortem reviews, suggest process enhancements, and champion a culture of learning and excellence.

Essential Qualifications

• 2‑3 years of customer support or technical support experience in a tech or SaaS company.
• Proven track record of handling complex customer inquiries and resolving issues efficiently.
• Excellent written and verbal communication skills in English.
• Strong analytical and problem‑solving abilities.
• Experience with Intercom or similar customer support platforms.
• Comfortable working in a fast‑paced, remote environment.
• Availability to work the APAC schedule (09:00‑17:00 SGT) with flexibility during onboarding.

Preferred Qualifications

• Experience in the sustainability, ESG, or climate tech sector.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) or data‑driven product platforms.
• Knowledge of API integrations and basic scripting (Python, JavaScript).
• Previous experience in a remote-first organization.
• Multilingual abilities (e.g., Mandarin, Malay) are a plus.

Skills & Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Aptitude: Ability to quickly grasp new technologies and troubleshoot complex issues.
• Collaboration & Influence: Skilled at working cross‑functionally and influencing product decisions.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality.
• Adaptability: Thrive in a rapidly evolving environment and embrace change.

Tools & Technologies

• Intercom (primary support platform)
• Zendesk or Freshdesk (optional)
• Slack, Microsoft Teams, or similar collaboration tools
• CRM systems (e.g., Salesforce)
• Google Workspace or Microsoft Office Suite

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Customer Support Specialist, you will:

• Gain exposure to our product roadmap and participate in shaping future features.
• Develop deep expertise in sustainability data and ESG reporting.
• Advance into senior support roles, product management, or customer success leadership.
• Access to internal training programs, industry conferences, and mentorship from senior leaders.
• Opportunity to contribute to open‑source sustainability initiatives and community events.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to making a positive environmental impact. We offer:

• Fully remote work from Singapore with flexible hours.
• A supportive, inclusive team that values diverse perspectives.
• Regular virtual team‑building activities and quarterly in‑person retreats.
• Access to cutting‑edge tools and a modern, ergonomic home office stipend.
• Clear career paths and performance‑based promotions.

Compensation & Perks

While the exact compensation will be discussed during the interview process, brighthush offers a competitive salary package aligned with industry standards for mid‑level customer support roles in Singapore. Additional benefits include:

• Health and wellness stipend (medical, dental, vision)
• Annual performance bonus potential
• Paid time off (vacation, sick leave, personal days)
• Professional development budget (courses, certifications, conferences)
• Employee referral program with attractive rewards
• Access to a global network of sustainability professionals

How to Apply

Ready to make a tangible difference in the world while advancing your career? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Specialist role at brighthush. We look forward to learning how your experience and passion align with our mission.

Closing

At brighthush, we’re not just building a product; we’re building a movement toward a more sustainable future. If you’re a proactive, customer‑focused professional eager to work in a fast‑paced, tech‑driven environment, we want to hear from you. Join us and help empower businesses worldwide to turn sustainability data into real, positive action.