Dynamic Customer Support Specialist – Mobile App & Billing Operations Expert for brighthush's Innovative Tech Ecosystem
About brighthush
brighthush is a forward‑thinking venture builder that transforms bold ideas into high‑growth technology companies. With a focus on AdTech, B2C subscription services, and cutting‑edge mobile experiences, brighthush nurtures startups from concept to market dominance. Our portfolio spans award‑winning apps, data‑driven advertising platforms, and AI‑powered customer engagement tools. We thrive on collaboration, agility, and a relentless pursuit of excellence. If you’re passionate about delivering world‑class support to users who rely on our products every day, brighthush offers the platform, the people, and the purpose to make a real impact.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, high‑velocity environment where every team member’s voice matters. We champion a culture of continuous learning, open communication, and innovation. Our remote‑first model empowers you to work from anywhere in Ukraine (or Kyiv) while staying connected to a vibrant community of engineers, designers, product managers, and data scientists. We believe in rewarding talent with competitive compensation, generous paid time off, flexible work hours, and a suite of benefits that support both your professional growth and personal well‑being.
Key Responsibilities
- User Support Excellence: Deliver timely, empathetic assistance to millions of mobile app users across multiple platforms (iOS, Android, Web). Resolve inquiries via chat, email, and ticketing systems with a focus on first‑contact resolution.
- Payment & Billing Operations: Investigate and resolve subscription, renewal, and payment disputes. Coordinate with finance and product teams to ensure accurate billing, refunds, and chargebacks.
- Technical Issue Monitoring: Act as the first line of defense for app performance problems. Log, triage, and prioritize bugs, escalations, and system alerts. Collaborate with engineering to expedite fixes.
- Process Improvement: Identify recurring support patterns and propose enhancements to knowledge bases, FAQs, and automated workflows. Champion the adoption of best practices across the support organization.
- Data‑Driven Insights: Analyze support metrics (ticket volume, resolution time, CSAT scores) to uncover trends and recommend actionable improvements.
- Cross‑Functional Collaboration: Partner with product, marketing, and sales teams to share user feedback, influence roadmap decisions, and ensure a seamless customer journey.
- Compliance & Security: Adhere to data privacy regulations (GDPR, CCPA) and internal security protocols when handling sensitive user information.
Essential Qualifications
- Minimum 1.5 years of professional customer support experience, preferably in a high‑volume tech environment.
- Hands‑on experience with mobile app support, including troubleshooting on iOS and Android platforms.
- Strong background in billing and payment operations – familiarity with subscription models, invoicing, and payment gateways.
- Proficiency with Intercom or Zendesk (ticketing, live chat, knowledge base management).
- Fluent in English (B2+), with excellent written and verbal communication skills.
- Ability to manage a high volume of support tickets while maintaining quality and accuracy.
- Self‑motivated, detail‑oriented, and comfortable working in a remote, distributed team.
Preferred Qualifications
- Experience in the AdTech or subscription‑based SaaS industry.
- Knowledge of payment processors (Stripe, PayPal, Braintree) and related APIs.
- Familiarity with data analytics tools (Google Analytics, Mixpanel, Amplitude) to interpret user behavior.
- Experience with customer success metrics (NPS, CSAT, churn rate) and improvement initiatives.
- Multilingual capabilities beyond English (e.g., Ukrainian, Russian, Polish).
- Previous exposure to agile development cycles and sprint planning.
Core Skills & Competencies
- Technical Proficiency: Comfortable navigating mobile OS ecosystems, debugging common app issues, and using ticketing platforms.
- Problem‑Solving: Ability to diagnose root causes quickly and propose effective solutions.
- Customer‑Centric Mindset: Passion for delivering exceptional user experiences and turning challenges into opportunities.
- Communication: Clear, concise, and empathetic communication across multiple channels.
- Collaboration: Strong teamwork skills, with a willingness to share insights and support peers.
- Adaptability: Thrives in fast‑changing environments, embraces new tools, and learns on the fly.
- Time Management: Prioritizes tasks effectively, meets SLAs, and maintains composure under pressure.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the products we build. As a Customer Support Specialist, you’ll:
- Progress to a Senior Support Engineer or Team Lead role, overseeing a growing support squad.
- Transition into Product Management or Customer Success, leveraging your deep user insights.
- Participate in cross‑departmental projects, gaining exposure to engineering, marketing, and finance.
- Access continuous learning resources: online courses, certifications, and internal workshops.
- Attend industry conferences and hackathons to stay ahead of emerging trends.
Work Environment & Culture
brighthush champions a culture of transparency, autonomy, and mutual respect. Our remote‑first model means:
- Flexible working hours that accommodate different time zones.
- Regular virtual team huddles, brainstorming sessions, and social events.
- Access to a digital knowledge hub, mentorship programs, and peer‑review platforms.
- A commitment to mental health: virtual wellness sessions, counseling support, and a generous PTO policy.
- Inclusive hiring practices that celebrate diversity in all its forms.
Compensation & Perks
While specific figures vary by role and experience, brighthush offers:
- Competitive base salary aligned with industry standards for mid‑level support specialists.
- Performance‑based bonuses tied to customer satisfaction metrics and team goals.
- Generous paid time off (PTO) and flexible holiday scheduling.
- Health and wellness benefits, including virtual medical consultations and mental health resources.
- Technology stipend for home office setup, high‑speed internet, and ergonomic equipment.
- Annual professional development budget for courses, certifications, and conferences.
- Employee referral program with attractive incentives.
How to Apply
Ready to elevate your career and help millions of users enjoy seamless, friction‑free experiences? Submit your application through our careers portal and join the brighthush family. We’re excited to learn how your expertise can help us push the boundaries of customer support excellence.