Dynamic Customer Support Specialist – AI‑Powered Community Management Platform – Elevate User Experience & Drive Growth

About brighthush

At brighthush, we’re redefining how community associations operate by blending cutting‑edge artificial intelligence with intuitive, cloud‑native software. Our platform empowers owners, operators, and community management teams to work smarter, faster, and with unprecedented insight. By automating routine tasks, surfacing actionable analytics, and predicting future needs, we help our customers increase revenue, efficiency, flexibility, and control—all while delivering a seamless, human‑centric experience.

Built on a modern, single‑platform architecture, brighthush offers a comprehensive suite of tools that adapt to 100 % of business processes. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we’re transforming the community management industry into a data‑driven, AI‑first ecosystem. Our mission is simple: create the intelligent hub where community managers can anticipate challenges before they arise, freeing them to focus on what matters most—building stronger, more connected communities.

Why Join brighthush?

We’re not just a software company; we’re a movement toward smarter, more connected communities. As a member of the brighthush family, you’ll:

• Work in an AI‑first product culture that pushes the boundaries of what’s possible.
• Enjoy a high employee net promoter score (eNPS) of +68, reflecting our commitment to a supportive, collaborative workplace.
• Benefit from medical, dental, and vision coverage starting on day one, unlimited paid time off (with a minimum of one continuous week per year), and a 401(k) plan with company match.
• Experience remote flexibility with the option to visit our office when needed.
• Receive generous parental leave benefits and ongoing professional development opportunities.
• Be part of a company recognized on the Inc. 5000 list of America’s Fastest Growing Private Companies and the Inc. 5000 Vet 100 list for multiple consecutive years.
• Collaborate with leaders who have been honored as 40‑under‑40 recipients for their contributions to business and community.
• Join a culture that celebrates innovation, teamwork, and accountability—values that drive our success and the success of our customers.

Role Overview

The Customer Support Specialist at brighthush is a pivotal member of our customer experience team. You’ll be the first line of support for our users, ensuring they receive timely, accurate, and friendly assistance. Your work will directly influence customer satisfaction, product adoption, and the overall reputation of brighthush as a trusted partner in community management.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, and our Zendesk ticketing system.
• Provide clear, concise product information and step‑by‑step assistance to users at all skill levels.
• Log all interactions and resolutions in our CRM, ensuring data integrity and traceability.
• Escalate complex issues to Tier 2 or engineering teams when necessary, following established escalation protocols.
• Meet and exceed company‑wide service level agreements (SLAs) for response time and ticket resolution.
• Utilize customer‑relationship tools to understand client needs, gather feedback, and identify trends.
• Collaborate with cross‑functional teams—product, engineering, and sales—to recommend solutions and drive continuous improvement.
• Analyze support request data to uncover patterns, propose process enhancements, and contribute to product roadmap discussions.
• Complete brighthush certification courses to become a subject‑matter expert on our platform.

Performance Expectations

We set ambitious yet attainable goals to ensure both personal growth and company success:

• Ramp up to 45+ resolved tickets per week within the first eight weeks.
• Maintain a 100 % answer rate on all support inquiries.
• Achieve and sustain exceptional CSAT scores (Customer Satisfaction).
• Consistently meet or exceed all SLA targets for response and resolution times.

Essential Qualifications

• Bachelor’s degree or equivalent experience in software support, IT, accounting, finance, communications, or a related field.
• Experience with HOA accounting or community association management software.
• Proficiency with Windows‑based systems and familiarity with iOS and Android platforms.
• Strong troubleshooting and problem‑solving skills.
• Excellent written and verbal communication—professional, positive, and constructive.
• Demonstrated ability to thrive in a fast‑paced, dynamic environment.
• Willingness to receive feedback, coaching, and continuous learning.
• Strong work ethic and a passion for delivering outstanding customer experiences.

Preferred Qualifications

• Prior experience in a SaaS customer support role.
• Knowledge of AI and machine‑learning concepts as they apply to customer service.
• Experience with Zendesk, Intercom, or similar ticketing platforms.
• Background in data analysis or reporting tools.
• Fluency in multiple languages (bonus).

Core Competencies & Skills

• Customer‑Centric Mindset – Always putting the user first and anticipating their needs.
• Technical Aptitude – Quickly learning new software features and troubleshooting technical issues.
• Communication Excellence – Articulating complex concepts in simple, clear language.
• Collaboration & Teamwork – Working seamlessly with product, engineering, and sales teams.
• Analytical Thinking – Turning data into actionable insights for product and process improvement.
• Adaptability & Resilience – Maintaining composure and effectiveness in a fast‑moving environment.
• Innovation & Curiosity – Continuously exploring new ways to enhance the customer experience.

Career Growth & Development

At brighthush, we believe in nurturing talent and unlocking potential. As a Customer Support Specialist, you’ll have the opportunity to:

• Advance to Senior Support Engineer or Product Support Lead roles.
• Transition into product management, engineering, or customer success positions.
• Participate in cross‑functional projects that shape the future of our platform.
• Attend industry conferences, workshops, and training sessions—fully reimbursed by the company.
• Earn certifications in AI, data analytics, and cloud technologies through our internal learning portal.

Work Environment & Culture

Our culture is built on the following core values:

• Always Growing – Embrace change, learn quickly, and stay ahead of emerging AI technologies.
• Win as a Team – Build trust, communicate openly, and celebrate collective successes.
• Accountability Starts with Me – Own platform performance and drive solutions.
• Unwavering Commitment to Customer Experience – Understand and advocate for internal and external customers.
• Innovate Boldly – Challenge the status quo and push technical boundaries to create meaningful change.

Our remote‑first approach means you can work from anywhere while staying connected through regular virtual stand‑ups, team‑building activities, and an active employee‑led culture committee. We celebrate diversity, inclusion, and the unique perspectives each team member brings.

Compensation & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance starting on day one.
• Unlimited paid time off (with a minimum of one continuous week per year).
• 401(k) plan with company match.
• Generous parental leave and family‑support benefits.
• Professional development stipend and access to industry conferences.
• Employee stock options and equity participation.

How to Apply

Ready to join a forward‑thinking team that’s shaping the future of community management? Submit your application through our careers portal or click the link below to start your journey with brighthush:

Apply to This Job

We’re Excited to Meet You!

At brighthush, we value every candidate’s unique experience and perspective. If you’re passionate about delivering exceptional customer support, eager to learn, and ready to help shape the next generation of AI‑powered community management, we want to hear from you. Join us and be part of a company that’s not just growing—it’s redefining an entire industry.