Customer Support Specialist – Tier 1 Technical Support Expert – Remote (US & Canada) – Join brighthush
About brighthush
brighthush is a trailblazing software powerhouse dedicated to transforming the green industry. We empower landscapers, arborists, and outdoor service professionals across North America with a suite of intuitive, industry‑specific tools that streamline estimating, scheduling, crew training, invoicing, and payments. Our mission is simple yet ambitious: help our clients unlock their full potential, grow their businesses, and delight their customers—all while driving sustainable practices in the outdoor sector.
What sets brighthush apart is our holistic approach. We don’t just deliver software; we partner with our customers from the first touchpoint to the final invoice. Our team blends cutting‑edge technology with hands‑on onboarding, continuous training, and responsive human support. This blend of product excellence and customer‑centric service has earned us a reputation as the go‑to platform for green‑industry professionals who demand reliability, scalability, and a partner that truly understands their unique challenges.
Our culture is built on collaboration, innovation, and a relentless focus on impact. We celebrate the “Extra 1%” mindset, hold ourselves accountable to outcomes, and practice unconditional transparency. These values, coupled with our award‑winning workplace culture, make brighthush an exciting place to grow your career.
Why brighthush is a Game Changer in the Green Industry
brighthush is more than a software vendor; we’re a catalyst for industry transformation. By integrating three of the most trusted software names in the sector—now unified under the brighthush umbrella—we offer a single, powerful ecosystem that eliminates silos and boosts operational efficiency. Our platform is designed to scale with your business, whether you’re a solo contractor or a multi‑location enterprise.
We’re proud to have been recognized by industry leaders and workplace award bodies, including:
- Comparably 2024 #23/100 Best Leadership Teams (small/medium sized companies)
- Comparably 2024 #63/75 Happiest Employees (small/medium sized companies)
- #9 Atlanta Business Chronicle's 2024 Best Places to Work (second consecutive year)
- #6 Built In’s 2024 Best Places to Work: Top 50 start‑ups in Atlanta (second consecutive year)
- Inc Magazine’s 2023 Best Places to Work
- Inc. 5000: #131 of 2024 Southeast Regional America’s Fastest Growing Companies (third consecutive year)
- Certified Great Place to Work Canada 2024
These accolades reflect our commitment to excellence, employee satisfaction, and sustainable growth.
Role Overview
We’re seeking a dedicated Customer Support Specialist (Tier 1) to join our remote support team. In this role, you’ll be the first line of defense for our customers, ensuring that every inquiry—whether via phone, email, chat, or ticketing system—is handled with professionalism, empathy, and technical precision.
As a key member of the brighthush support squad, you’ll:
Key Responsibilities
- Field tier‑1 customer inquiries across multiple channels (phone, email, chat, ticketing system) for our suite of products and services.
- Diagnose and troubleshoot technical issues, delivering timely, effective solutions that meet or exceed customer expectations.
- Escalate bugs and complex issues to the development team with clear, actionable documentation.
- Contribute to the continuous improvement of support processes, providing insights that enhance customer satisfaction.
- Author and maintain knowledge‑base content, including FAQs, help center articles, training materials, and internal documentation.
- Empathize with customers, taking ownership of their experience and ensuring a thorough, thoughtful, and timely resolution.
- Collaborate cross‑functionally with product, engineering, sales, and training teams to align on customer needs and product roadmap.
- Track and manage a high volume of support tickets, prioritizing based on urgency and impact.
- Maintain accurate, up‑to‑date records of customer interactions and solutions in our CRM system. Apply for this job