Dynamic Customer Success Associate – Client Support, Social Media & Reputation Management – Remote, Full‑Time, Pennsylvania, New Jersey, Delaware

About brighthush

brighthush is a trailblazing technology partner that is redefining how multifamily communities thrive. With a mission to empower property managers and residents through intuitive, data‑driven solutions, brighthush has earned a reputation as an industry leader and a top workplace in the region. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering exceptional value to our clients. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic, fully remote environment where your ideas can shape the future of property management technology.

Why This Role Matters

As a Customer Success Associate at brighthush, you will be the frontline champion for our clients. You’ll own the entire support lifecycle—from answering inbox inquiries to managing live chat, triaging issues, and ensuring every client feels heard and supported. In addition, you’ll play a pivotal role in our marketing initiatives by creating engaging social content and safeguarding our clients’ online reputations. This is not a passive support position; it’s a high‑ownership, fast‑paced role that rewards initiative, accountability, and a passion for problem‑solving.

Key Responsibilities

1. Support Inbox & Live Chat Ownership

• Own the daily flow of support emails and chat messages from our website and client dashboards.
• Respond within the agreed SLA, gathering all necessary details and providing clear next steps.
• Triage each request—distinguish between user error, setup gaps, product limitations, or potential defects—and route accordingly.
• Track every ticket to completion, keeping clients updated at every stage.

2. Client Portfolio Management

• Maintain a small, dedicated portfolio of clients, ensuring consistent weekly touchpoints and proactive maintenance.
• Document all interactions, open items, and follow‑ups in our CRM to guarantee nothing slips through the cracks.
• Identify and surface risks, recurring issues, or upcoming needs to the Customer Success Manager (CSM) team.

3. Order Setup & Proactive Assistance

• Collaborate closely with CSMs to ensure seamless onboarding and launch of new client services.
• Initiate your portion of the work immediately when new orders arrive—no waiting for direction.
• Ask insightful questions early to prevent delays, reduce rework, and keep rollouts on schedule.
• Maintain accurate, up‑to‑date documentation so internal teams can act quickly and clients receive consistent answers.

4. Issue Investigation & Problem Solving

• Research and troubleshoot client issues using available tools, internal knowledge bases, and product context.
• Identify patterns and recurring problems, document findings, and elevate when necessary.
• Collaborate with technical teams to provide detailed bug reports, reproduction steps, and impact assessments.

5. Communication & Execution Discipline

• Deliver consistently strong written communication—clear, calm, and action‑oriented.
• Manage multiple concurrent requests with exceptional organization, prioritization, and time management.
• Own outcomes, not just responses—maintain a “finish the job” mindset throughout every interaction.

6. Social Media, Reputation Management & Marketing Projects

• Create and schedule engaging social posts for brighthush clients, ensuring brand consistency and audience relevance.
• Monitor and respond to online reviews, proactively managing client reputations across platforms.
• Partner with the Marketing Manager on special projects, from campaign execution to analytics reporting.

Essential Qualifications

• Demonstrated ownership and initiative—self‑starter who takes responsibility for outcomes.
• Thrives in a high‑volume, request‑driven environment where priorities shift rapidly.
• Exceptional customer‑facing communication skills (email & chat) that are professional, clear, and empathetic.
• Strong judgment and analytical thinking—quickly diagnose issues and decide the best next step.
• Excellent organization and time‑management—prioritize competing requests and meet deadlines.
• Ability to learn detailed services rapidly and explain them clearly to clients.
• Proficiency with Google Workspace, Slack, Teamwork Projects, Teamwork Desk, and daily use of ChatGPT for productivity.

Preferred / Nice‑to‑Have

• Prior experience in Customer Success, Support, or Account Services—especially in a fast‑paced environment.
• Familiarity with property management clients and PMS systems such as Yardi, RealPage, AppFolio, or similar.
• Comfort troubleshooting software workflows and translating issues into clear internal documentation.

Core Traits for Success

• Ownership – takes responsibility for results and doesn’t drop the ball.
• Urgency – moves quickly and keeps requests moving forward.
• Work Ethic – consistently shows up ready to execute and improve.
• Adaptability – learns fast and stays calm under pressure.
• Initiative – looks for ways to help every day and asks “what’s next?”

Tools & Technologies

Google Workspace (G Suite) | Slack | Teamwork Projects | Teamwork Desk | ChatGPT | brighthush Dashboard | Zoho

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Success Associate, you’ll have the chance to:

• Progress into senior Customer Success roles, such as Customer Success Manager or Director of Client Services.
• Cross‑train in marketing, product, and technical support teams, broadening your skill set.
• Participate in continuous learning programs—online courses, certifications, and internal workshops.
• Lead special projects that influence product roadmap and client experience.

Work Environment & Culture

Our fully remote model means you can work from anywhere in Pennsylvania, New Jersey, or Delaware. We value flexibility, but also foster a strong sense of community through:

• Weekly virtual coffee chats and team huddles.
• Monthly all‑hands meetings where leadership shares updates and celebrates wins.
• Annual virtual retreats that combine learning sessions with team‑building activities.
• A culture of transparency, where every team member’s voice is heard and valued.

Compensation & Benefits

While specific figures may vary, brighthush offers a competitive compensation package that typically includes:

• Base salary commensurate with experience and market standards.
• Generous paid time off (PTO) and holiday schedule.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Access to wellness programs, mental health resources, and flexible work arrangements.
• Regular performance bonuses and equity opportunities for high performers.

How to Apply

Ready to make a real impact at brighthush? Click the link below to submit your application and join a team that’s reshaping the future of multifamily operations.