Customer Support Specialist – Tier 1 – Client Success & Technical Troubleshooting at brighthush

Welcome to brighthush – Where Professionals Thrive

At brighthush, we’re on a mission to empower the world’s most dedicated professionals—lawyers, accountants, consultants, and beyond—to deliver exceptional outcomes for their clients while driving sustainable growth for their businesses. Since our founding in 2005, we’ve grown into a trusted platform that simplifies complex workflows, ensures regulatory compliance, and unlocks new revenue streams for over 250,000 users across the United States. Our relentless focus on innovation, customer success, and a culture of continuous learning has earned us a spot on Inc. 5000’s fastest‑growing list for 13 consecutive years.

We’re looking for a Customer Support Specialist – Tier 1 to join our vibrant support team. If you’re a problem‑solver who thrives on helping people, enjoy working in a fast‑paced environment, and want to be part of a company that values integrity, collaboration, and personal growth, read on.

About the Role

As a Tier 1 Customer Support Specialist at brighthush, you’ll be the first line of contact for our clients. You’ll provide timely, accurate, and empathetic support across multiple channels—phone, email, and chat—ensuring every interaction reflects our commitment to excellence. Your analytical mindset and attention to detail will help you troubleshoot issues, educate users on our suite of products (Mycase, LawPay, CPACharge), and document every interaction in Salesforce for future reference.

Key Responsibilities

• Handle inbound support calls, emails, and live chat inquiries with professionalism and a customer‑first attitude.
• Diagnose and resolve product‑related issues using troubleshooting guides, knowledge bases, and collaboration with Tier 2 engineers.
• Escalate technical problems to the appropriate teams while maintaining clear communication with the customer.
• Document all support interactions in Salesforce, ensuring data accuracy and completeness.
• Stay up‑to‑date on new product releases, feature updates, and policy changes to provide accurate information to users.
• Educate customers on best practices for using Mycase, LawPay, and CPACharge, helping them maximize value.
• Maintain a high level of professionalism, integrity, and ethical conduct in all interactions.
• Collaborate with cross‑functional teams—Product, Engineering, and Sales—to share customer insights and drive product improvements.
• Participate in continuous learning initiatives, including training sessions, webinars, and internal knowledge‑sharing forums.
• Contribute to the development and refinement of support processes, playbooks, and FAQ content.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• Minimum of 1 year of experience in a customer‑service or technical support role.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong interpersonal skills with the ability to remain calm and composed during challenging interactions.
• Proficiency with CRM systems (Salesforce preferred) and collaboration tools (Slack, Google Workspace).
• Experience with contact‑center platforms such as Zoom Contact Center or similar.
• Demonstrated ability to manage time effectively, prioritize tasks, and meet service‑level agreements.
• Self‑starter attitude with a passion for continuous improvement and learning.
• Commitment to upholding brighthush’s core values: Work Smart, Win Fast; Outshine Ordinary; We Find a Way.

Preferred Qualifications

• Experience in the legal or accounting technology space.
• Knowledge of financial compliance, data security, or regulatory frameworks.
• Familiarity with Mycase, LawPay, or CPACharge products.
• Previous exposure to Salesforce administration or data management.
• Experience with workforce management tools or scheduling software.

What You’ll Bring to the Table

Our ideal candidate is a blend of technical aptitude and people‑centric empathy. You’ll:

• Approach every customer interaction with a “can‑do” mindset.
• Use analytical thinking to dissect problems and propose clear solutions.
• Communicate complex concepts in simple, relatable language.
• Show resilience and adaptability in a dynamic, fast‑moving environment.
• Collaborate seamlessly with teammates across departments.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Tier 1 Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned support leaders.
• Regular skill‑building workshops covering product updates, soft‑skills, and technical certifications.
• Clear career pathways—whether you aspire to become a Tier 2 Engineer, a Support Manager, or a Product Specialist.
• Cross‑functional projects that let you influence product roadmaps and customer experience initiatives.
• Annual performance reviews with actionable feedback and personalized development plans.

Our Culture – A Place Where You Can Be Your Best Self

brighthush is built on a foundation of trust, transparency, and a shared commitment to excellence. We celebrate diversity, equity, and inclusion through:

• Inclusive hiring practices that value diverse backgrounds, perspectives, and experiences.
• Employee resource groups and mentorship circles that foster belonging.
• Regular town‑hall meetings where every voice is heard.
• Community outreach programs that give back to the neighborhoods we serve.

Our core values—Work Smart, Win Fast; Outshine Ordinary; We Find a Way—guide how we serve our customers, collaborate internally, and innovate. They’re not just words on a wall; they’re the principles that shape our daily interactions and long‑term vision.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, we offer a competitive salary package that reflects your expertise and contributions. In addition, you’ll enjoy:

• Health, dental, and vision insurance plans.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off (PTO) and flexible time off (FTO) policies.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs—mental health resources, fitness stipends, and mindfulness sessions.
• Annual performance bonuses and equity opportunities for high‑performing team members.
• Comprehensive parental leave and family‑friendly policies.
• Company‑wide volunteer days and community service initiatives.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a community that values your growth, celebrates your successes, and supports your well‑being. You’ll:

• Work with cutting‑edge technology that transforms the professional services industry.
• Collaborate with passionate, high‑performing colleagues who are eager to share knowledge.
• Make a tangible impact on the daily lives of thousands of professionals who rely on our platform.
• Benefit from a culture that rewards initiative, creativity, and a relentless pursuit of excellence.
• Enjoy a balanced work‑life environment that respects your personal commitments.

Ready to Make a Difference?

If you’re ready to bring your problem‑solving skills, customer‑centric mindset, and enthusiasm for technology to a company that truly cares about its people and its clients, we’d love to hear from you. Apply today and become part of the brighthush family—where your career can shine, your ideas can shape the future, and your impact can be felt across the professional services landscape.

To apply, click the link below or visit our careers page. We look forward to exploring how you can contribute to our mission of empowering professionals worldwide.