Dynamic Customer Support Associate – Dublin – Elevate Global Education Experience with brighthush

About brighthush

brighthush is on a mission to transform the way students and teachers connect, collaborate, and create. By turning everyday ideas into visual stories, we empower millions of classrooms worldwide to spark curiosity, nurture creativity, and build community. Our platform is the go-to tool for educators who want to bring interactive, multimedia learning to life—whether they’re in a bustling city school, a remote village, or a hybrid classroom setting.

Founded on the belief that education should be accessible, engaging, and inspiring, brighthush has grown from a small startup to a global leader in educational technology. With a vibrant user base of over 40 million learners, we’re not just building software; we’re shaping the future of learning. Our culture is built on agility, transparency, and a relentless focus on customer delight.

Why Join brighthush?

At brighthush, you’ll be part of a tight-knit team that moves fast and delivers real impact. Every interaction you have with our community helps shape the next generation of educators and students. You’ll work alongside passionate product designers, data scientists, and engineers who are as committed to innovation as you are to service excellence.

We value curiosity, ownership, and a growth mindset. Whether you’re troubleshooting a technical issue, suggesting a product improvement, or mentoring a new teammate, your voice matters and your contributions are recognized.

Key Responsibilities

• Customer Interaction Excellence: Resolve inquiries via phone, email, and chat with empathy, clarity, and a high success rate.
• Product Feedback Loop: Identify, document, and triage bugs or feature requests, collaborating closely with engineering to ensure timely resolution.
• Process Advocacy: Spot recurring issues, analyze trends, and propose enhancements to support workflows, knowledge bases, and policy documents.
• Documentation Stewardship: Update and refine external support center articles and internal SOPs to maintain accuracy and accessibility.
• Cross‑Functional Collaboration: Partner with product, engineering, marketing, and sales teams to deliver a seamless customer experience.
• Independent Ownership: Manage your own queue, prioritize tasks, and meet or exceed SLA targets while maintaining a positive attitude.

Essential Qualifications

• Fluent in English (written and spoken). Proficiency in an additional language is a plus.
• 3+ years of direct customer or client‑facing experience in a tech or SaaS environment.
• Strong analytical skills with the ability to diagnose complex issues and propose actionable solutions.
• Excellent written and verbal communication, with a keen eye for detail.
• Proven time‑management and organizational abilities—capable of juggling multiple tickets simultaneously.
• Self‑motivated, proactive, and comfortable working both independently and as part of a collaborative team.

Preferred Qualifications

• Experience in the education technology sector or with learning management systems.
• Familiarity with ticketing platforms such as Zendesk, Freshdesk, or Jira Service Management.
• Basic technical knowledge of web technologies (HTML, CSS, JavaScript) to better understand product behavior.
• Previous involvement in user research or usability testing initiatives.
• Knowledge of data privacy regulations (GDPR, FERPA) relevant to educational data.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and a drive to exceed expectations.
• Problem‑Solving: Creative thinker who can break down complex issues into actionable steps.
• Communication: Clear, concise, and empathetic in all interactions.
• Adaptability: Thrives in a fast‑moving environment with evolving priorities.
• Collaboration: Works effectively across departments, building trust and shared ownership.
• Continuous Learning: Seeks feedback, embraces new tools, and stays current with industry best practices.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Specialist or Team Lead role within 12–18 months.
• Transition into Product Management, Quality Assurance, or Customer Success Engineering based on your interests.
• Participate in cross‑functional projects that influence product roadmap decisions.
• Attend monthly knowledge‑sharing sessions, hackathons, and industry conferences (fully reimbursed).
• Access a curated learning library, including courses on UX design, data analytics, and advanced customer support techniques.

Work Environment & Culture

Our Dublin office—once we open—will embody the same collaborative spirit that defines brighthush. Even as a remote role, you’ll experience:

• Weekly virtual stand‑ups and informal “coffee chats” to keep the team connected.
• An open‑door policy where ideas are welcomed, regardless of seniority.
• Flexible working hours to accommodate personal commitments and time‑zone differences.
• A culture that celebrates wins, learns from failures, and values work‑life balance.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for Dublin.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including holidays, sick leave, and personal days.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee stock‑option plan, allowing you to share in the company’s long‑term success.
• Wellness initiatives such as gym memberships, meditation sessions, and mental health support.

How to Apply

If you’re ready to bring your passion for customer service, your analytical mindset, and your love for education to a team that values impact and innovation, we’d love to hear from you.

Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush. Let’s build a brighter future together.