Dynamic Customer Success Associate – Multi‑Channel Technical Support & Troubleshooting Specialist – Remote Shift‑Based – Join brighthush

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we’re redefining what it means to deliver world‑class customer experience in a fast‑moving, tech‑driven landscape. With a global footprint that spans continents and a culture built on curiosity, collaboration, and continuous improvement, we empower our teams to solve complex problems and create lasting value for our clients. If you thrive in a dynamic environment, love turning challenges into opportunities, and want to be part of a company that celebrates diversity and empowers every individual to bring their authentic self to work, you’ve found the right place.

Why brighthush?

Our mission is simple: to help businesses around the world achieve seamless, friction‑free interactions with their customers. We do this by combining cutting‑edge technology, data‑driven insights, and a passionate workforce that is always ready to go the extra mile. Here’s what you can expect when you join our team:

• Competitive Compensation & Benefits – We offer above‑market salaries, comprehensive health coverage from day one (including dependents), paid time off with cash conversion options, group life insurance, and performance‑based bonuses that reward your impact.
• Remote & Flexible Work Arrangements – Work from the comfort of your home while enjoying flexible shift schedules that respect your personal commitments.
• Career Growth & Learning – Access to continuous learning programs, mentorship, certifications, and clear career pathways from Associate to Senior Associate, Team Lead, and beyond.
• Inclusive & Collaborative Culture – A workplace that celebrates diversity, fosters belonging, and encourages open dialogue across all levels.
• Impactful Work – Your contributions directly shape product improvements, customer satisfaction, and the overall success of our clients.

About the Role: Customer Success Associate

As a Customer Success Associate at brighthush, you will be the frontline champion for our Australian business customers. Your role will blend technical expertise, empathetic communication, and cross‑functional collaboration to ensure our clients receive timely, effective support across multiple channels.

Key Responsibilities

• Provide multi‑channel support (phone, email, chat) to Australian business customers, especially during off‑peak hours.
• Diagnose and resolve technical issues related to hardware, software, account configuration, and supply‑chain logistics.
• Escalate urgent operational, risk, compliance, finance, and engineering defect tickets to onshore teams while ensuring smooth shift handovers.
• Develop deep product knowledge to become a subject‑matter expert, establishing best practices and mentoring teammates.
• Analyze customer interactions to identify trends, propose CX/UX enhancements, and collaborate with Product and Engineering to drive product evolution.
• Maintain accurate, real‑time documentation of support tickets, escalation paths, and resolution steps.
• Participate in continuous improvement initiatives, including process reviews, KPI tracking, and capacity planning.

Essential Qualifications (Non‑Negotiables)

• Minimum of 2 years in customer support or customer success roles.
• Hands‑on experience in call center operations and multi‑channel support environments using contact center tools (e.g., AWS Connect, Zendesk, or similar).
• Strong technical troubleshooting skills across hardware, software, and digital tools.
• Exceptional written and verbal communication abilities, with a knack for simplifying complex concepts.
• Empathetic, customer‑centric mindset with proven problem‑solving capabilities and high adaptability in fast‑paced settings.
• Ability to work autonomously during out‑of‑hours shifts while maintaining strong collaboration with onshore Australian teams.

Preferred Skills & Expertise

• Experience supporting high‑growth tech platforms or financial products/services.
• Familiarity with call center capacity planning, operational KPIs, and core support metrics.
• Hands‑on experience with hardware fulfillment, logistics tracking, or supply‑chain support inquiries.
• Track record of providing CX/UX feedback and identifying web funnel or product usability defects.
• Experience collaborating with cross‑functional risk, compliance, and engineering teams.

Core Competencies & Soft Skills

• Communication Excellence – Clear, concise, and empathetic communication across all channels.
• Problem‑solving mindset with a focus on root cause analysis.
• Time‑management and prioritization in a high‑volume environment.
• Team collaboration and knowledge sharing.
• Resilience and composure under pressure.
• Continuous learning and curiosity about emerging technologies.

Career Path & Growth Opportunities

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

• Associate → Senior Associate – Take on more complex cases, mentor new hires, and lead process improvement projects.
• Team Lead → Manager – Oversee a squad of associates, drive performance metrics, and shape team strategy.
• Specialist Roles – Transition into product support, technical account management, or customer experience strategy.
• Access to professional development programs, certifications, and leadership training.

Work Environment & Culture at brighthush

Our culture is built on the pillars of inclusion, collaboration, and innovation. We celebrate every voice, encourage open dialogue, and reward creativity. You’ll find:

• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
• Recognition programs that celebrate both individual and team achievements.
• A focus on work‑life harmony, with flexible shift options and generous paid time off.
• Access to wellness resources, including mental health support, fitness stipends, and mindfulness workshops.

Compensation & Perks

While the exact figures vary by experience and location, you can expect:

• Competitive base salary that exceeds industry averages.
• Health, dental, and vision insurance starting on day one.
• Group life insurance and disability coverage.
• Paid time off with a cash‑conversion option for unused days.
• Performance‑based bonuses tied to individual and team metrics.
• Professional development stipend for courses, certifications, and conferences.
• Remote work stipend to set up a productive home office.
• Annual wellness allowance for gym memberships, meditation apps, or other health‑related expenses.

How to Apply

Ready to take the next step in your career? Join a team that values your expertise, supports your growth, and celebrates your authentic self. Click the link below to submit your application and start your journey with brighthush.

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For more details, visit our careers page or contact our recruitment team. We look forward to welcoming you to the brighthush family.