Dynamic Customer Support Specialist – First Line Support & AI‑Driven Governance Solutions at brighthush

About brighthush

brighthush is a pioneering technology and advisory firm dedicated to transforming board effectiveness through cutting‑edge AI and data‑driven insights. With a legacy spanning over two decades, we empower more than 80,000 directors, executives, and governance professionals worldwide—ranging from Fortune 500 leaders to emerging mid‑market enterprises. Our mission is simple yet profound: unleash the potential of organisations by mastering the science of board effectiveness, thereby building better businesses that benefit society.

Since 2020, brighthush has been at the forefront of applied artificial intelligence, integrating AI into every layer of our governance platform. This early conviction has positioned us as a market leader, and in 2024 we secured backing from a top B2B Enterprise SaaS investor to accelerate our growth. Today, our AI‑powered platform and smart board advisor are indispensable tools in high‑stakes boardrooms, delivering real‑time insights, risk mitigation, and strategic foresight.

We are a small, high‑impact team that values thoughtful, high‑calibre work and genuinely human collaboration. Ambition and balance coexist at brighthush, and we are looking for individuals who thrive in an environment where curiosity, innovation, and remarkable quality are not just buzzwords but daily practices.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the effectiveness of boardrooms across the globe, helping leaders make better decisions that shape the future of their organisations.
• Cutting‑Edge Technology: Work with AI, data analytics, and cloud‑based solutions that set industry standards.
• Culture of Growth: Continuous learning, mentorship, and a clear career path that rewards initiative and results.
• Diversity & Inclusion: We celebrate a workforce that reflects a wide range of experiences, backgrounds, and perspectives.
• Competitive Compensation & Perks: Market‑aligned salary, performance bonuses, equity options, comprehensive health benefits, flexible working arrangements, and a generous paid‑time‑off policy.

Key Responsibilities

As a First Line Support Specialist, you will be the frontline guardian of our customer experience, ensuring that every interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Responding to inbound support tickets, emails, and live chat inquiries from board members, executives, and governance teams.
• Diagnosing and resolving technical issues related to the brighthush platform, including login problems, data sync errors, and feature usage questions.
• Escalating complex or high‑priority tickets to Tier 2/3 support or product engineering teams while maintaining clear communication with the customer.
• Documenting solutions and updating the internal knowledge base to improve first‑line resolution rates.
• Collaborating with the Customer Success and Product teams to provide feedback on user pain points and feature requests.
• Monitoring service level agreements (SLAs) and ensuring that response and resolution times meet or exceed company standards.
• Participating in on‑call rotations to support critical incidents during peak usage periods.
• Conducting post‑incident reviews to identify root causes and recommend process improvements.
• Maintaining a deep understanding of the governance industry, board processes, and regulatory frameworks to provide context‑rich support.
• Contributing to the continuous improvement of support workflows, tools, and customer satisfaction metrics.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in a technical support or customer service role, preferably in SaaS or enterprise software.
• Strong troubleshooting skills with a methodical approach to diagnosing and resolving issues.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and collaboration tools (e.g., Slack, Teams).
• Experience working with AI or data‑driven platforms is highly desirable.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.
• High emotional intelligence and a customer‑centric mindset.

Preferred Qualifications

• Experience in the governance, compliance, or legal technology space.
• Knowledge of board‑room processes, governance frameworks (e.g., ISO 37001, COSO), and regulatory requirements.
• Familiarity with cloud platforms (AWS, Azure, GCP) and basic scripting (Python, Bash).
• Certifications such as ITIL, CompTIA A+, or similar are a plus.
• Previous exposure to AI/ML concepts and their application in business contexts.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software environments and troubleshooting technical issues.
• Problem‑Solving: Ability to think critically, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication with customers and internal stakeholders.
• Time Management: Prioritise tasks, meet deadlines, and manage high ticket volumes without compromising quality.
• Collaboration: Work seamlessly with cross‑functional teams—Product, Engineering, Sales, and Customer Success.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Customer‑Obsessed: Passion for delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership between the individual and the organisation. As a First Line Support Specialist, you will:

• Progress to Tier 2/3 support roles or specialised positions such as Product Support Engineer, Customer Success Manager, or AI Product Specialist.
• Participate in a structured mentorship program that pairs you with senior leaders in product, engineering, and governance.
• Attend internal and external training sessions on AI, data analytics, governance best practices, and advanced customer support techniques.
• Contribute to product roadmaps by sharing insights from customer interactions, thereby influencing the next generation of governance tools.
• Earn performance bonuses and equity options that reward your impact on the company’s success.

Our Culture & Values

brighthush is built on a foundation of values that guide every decision and interaction:

• Kindness & Caring: We celebrate brilliance that comes without egos or sharp elbows, and we win while raising each other up.
• Curiosity & Innovation: Entrepreneurship is in our blood. We’re inquisitive, challenge convention, think big, and move fast.
• Remarkable Quality & Service: We take joy in delighting our clients and pride ourselves on ensuring every interaction is exceptional.

Our commitment to diversity, equity, and inclusion means we welcome applicants from all backgrounds and provide reasonable adjustments throughout the hiring process. We foster an environment where every voice is heard, and every team member can thrive.

Compensation & Benefits

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

• Base salary aligned with market standards for technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and SLA compliance.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible working hours and remote‑first policy, with optional on‑site collaboration days.
• Generous paid time off, parental leave, and wellness programs.
• Continuous learning stipend for courses, certifications, and conferences.

Ready to Make an Impact?

If you are passionate about technology, customer success, and the future of governance, brighthush invites you to join our mission. As a First Line Support Specialist, you will be the first point of contact for board leaders worldwide, ensuring they can rely on our platform to make informed, data‑driven decisions. Your expertise will help shape the next wave of AI‑powered governance tools and elevate the standard of board effectiveness across industries.

Apply today and become part of a team that values curiosity, kindness, and remarkable quality. Together, we’ll build better businesses and a brighter future.