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

Welcome to brighthush – Where Innovation Meets Exceptional Service

At brighthush, we’re on a mission to empower professionals across the legal, accounting, and client‑focused industries with cutting‑edge technology that simplifies operations, ensures compliance, and drives profitable growth. Since our founding in 2005, we’ve grown to a trusted platform for over 250,000 professionals nationwide, earning a place on Inc. 5000’s fastest‑growing list for 13 consecutive years. Our culture is built on continuous learning, genuine community, holistic wellness, and meaningful engagement. We’re looking for a passionate, problem‑solving Customer Support Specialist to join our dynamic Tier 1 Support Team and help us deliver world‑class service to every brighthush customer.

Why brighthush?

Working at brighthush means becoming part of a team that values Work Smart, Win Fast, Outshine Ordinary, and Find a Way. We celebrate diversity, equity, and inclusion, fostering an environment where every voice is heard and every idea can thrive. Our remote‑first culture gives you the flexibility to work from anywhere while staying connected through collaborative tools like Slack, Zoom, and Google Workspace.

What You’ll Do

• Handle inbound support calls, chats, and emails, providing timely, accurate, and friendly assistance.
• Diagnose and troubleshoot product issues across our suite of tools, including Mycase, LawPay, and CPACharge.
• Escalate complex technical problems to Tier 2 support when necessary, ensuring a smooth hand‑off and follow‑up.
• Maintain detailed, up‑to‑date records of every interaction in Salesforce, ensuring compliance and knowledge continuity.
• Stay current on new product releases, updates, and best practices to provide proactive guidance to customers.
• Educate clients on how to maximize the value of brighthush solutions, turning support interactions into opportunities for upsell and cross‑sell.
• Collaborate with cross‑functional teams—Product, Engineering, and Sales—to relay customer feedback and drive product improvements.

About You

• Education: Bachelor’s degree preferred, but equivalent experience is highly valued.
• Experience: 1+ year in a customer service or technical support role, preferably in SaaS or professional services technology.
• Communication: Exceptional written and verbal communication skills; able to explain complex concepts in simple terms.
• Professionalism: Demonstrated integrity, empathy, and a customer‑first mindset.
• Time Management: Ability to juggle multiple tickets, prioritize tasks, and meet response time SLAs.
• Team Player: Comfortable collaborating with teammates across time zones and disciplines.
• Calm Under Pressure: Handles challenging customer situations with composure and problem‑solving focus.
• Technical Proficiency: Familiarity with Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite, or similar tools.
• Availability: Willingness to answer inbound support calls, chats, and emails on a daily basis.

Essential Skills & Competencies

• Strong analytical and troubleshooting abilities.
• Customer‑centric attitude with a passion for delivering delight.
• Adaptability to fast‑moving product updates and evolving customer needs.
• Proficiency in using CRM and ticketing systems to track and resolve issues.
• Effective time‑management and organizational skills.
• Team collaboration and cross‑functional communication.

Preferred Qualifications

• Experience in the legal or accounting technology space.
• Knowledge of compliance and regulatory requirements relevant to professional services.
• Previous exposure to Salesforce administration or advanced reporting.
• Fluency in Spanish (or another language) is a plus for our diverse customer base.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Tier 1 Support Specialist, you’ll have the chance to:

• Advance to a Tier 2 or Technical Support Engineer role, gaining deeper product expertise.
• Transition into Product Management, Customer Success, or Sales, leveraging your frontline experience.
• Participate in continuous learning programs, including certifications in Salesforce, customer support best practices, and industry‑specific knowledge.
• Attend quarterly hackathons and innovation labs where you can propose new features and improvements.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings to share updates and celebrate wins.
• Monthly virtual coffee chats to foster community and cross‑department collaboration.
• Access to a digital wellness platform offering meditation, fitness, and mental health resources.
• Annual “Innovation Day” where teams pitch ideas that could shape the future of brighthush.

Compensation, Perks, and Benefits

We offer a competitive salary package that reflects your experience and the value you bring to our customers. In addition to base pay, you’ll enjoy:

• Comprehensive health, dental, and vision coverage.
• Flexible time off (FTO) policy: up to 15 paid days per year plus paid holidays.
• Paid parental leave in line with local regulations.
• Annual performance bonuses and a referral bonus program.
• 401(k) or equivalent retirement plan with company match.
• Professional development stipend for courses, conferences, and certifications.
• Access to a digital learning library covering technical, soft‑skill, and industry topics.

Diversity, Equity & Inclusion at brighthush

We recognize that innovation thrives on diverse perspectives. brighthush is committed to creating a welcoming, transparent environment where all employees can learn, grow, and succeed. Our initiatives include:

• Inclusive hiring practices that focus on skills, potential, and cultural fit.
• Employee Resource Groups (ERGs) that support underrepresented communities.
• Regular diversity training and workshops.
• Community outreach programs that give back to local and global causes.

Ready to Join the brighthush Team?

If you’re a proactive, customer‑focused professional who thrives in a fast‑paced, collaborative environment, we want to hear from you. Bring your passion for problem‑solving, your commitment to excellence, and your desire to help professionals succeed. Apply today and become part of a company that’s redefining the future of professional services technology.

How to Apply

Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Tier 1 Customer Support Specialist role at brighthush. We look forward to exploring how your skills and experience can help us deliver unparalleled support to our growing customer base.