Dynamic Customer Support Specialist – Multilingual, CRM Expert, Fast‑Paced Remote Role at brighthush
About brighthush
brighthush is a trailblazing SaaS company that is redefining revenue enablement for businesses worldwide. With a mission to empower sales teams through intelligent, data‑driven solutions, we have rapidly scaled from a small startup to a market‑leading platform that serves Fortune 500 companies and ambitious mid‑market players alike. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. At brighthush, every team member is encouraged to experiment, learn, and grow—both professionally and personally.
Why Join brighthush?
When you become part of brighthush, you’re not just filling a role—you’re shaping the future of sales enablement. We offer a dynamic, remote-first environment that values flexibility, innovation, and work‑life balance. Our commitment to continuous learning means you’ll have access to cutting‑edge training, mentorship programs, and the opportunity to work alongside industry experts. Whether you’re a seasoned support professional or a recent graduate eager to launch your career, brighthush provides the resources, culture, and career trajectory to help you thrive.
Position Overview
We are seeking a highly motivated Customer Support Specialist to join our growing support team. In this role, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and empathetic assistance. You will work closely with cross‑functional teams—including Product, Engineering, and Sales—to resolve complex issues, gather feedback, and drive continuous improvement of our platform.
Key Responsibilities
- Customer Inquiry Resolution: Respond to inbound tickets, live chat, and email inquiries with a focus on clarity, professionalism, and speed.
- System Provisioning & Onboarding: Guide new users through account setup, configuration, and best‑practice adoption of the brighthush platform.
- Escalation Management: Identify and triage high‑priority issues, escalating to engineering or product teams as needed while maintaining clear communication with customers.
- Knowledge Base Contribution: Create, update, and maintain internal documentation and public knowledge articles to reduce repeat inquiries and empower self‑service.
- Data Accuracy & Reporting: Log all interactions accurately in our CRM (Zendesk) and generate weekly reports on ticket volume, resolution time, and customer satisfaction metrics.
- Continuous Improvement: Participate in post‑incident reviews, share insights, and recommend process enhancements to improve support efficiency and quality.
- Team Collaboration: Attend daily stand‑ups, cross‑team syncs, and training sessions to stay aligned with product updates and company initiatives.
Essential Qualifications
- Fluent in English (written and spoken). Spanish language skills are a plus but not mandatory.
- At least 1 year of customer support or technical troubleshooting experience, preferably in a SaaS environment.
- Strong analytical mindset with the ability to diagnose issues, identify root causes, and propose actionable solutions.
- Proficiency with CRM tools—especially Zendesk—along with a willingness to master new software quickly.
- Excellent written and verbal communication skills, with a knack for translating technical jargon into customer‑friendly language.
- Detail‑oriented, organized, and capable of managing multiple concurrent tickets without compromising quality.
- Self‑motivated, proactive, and comfortable working in a fast‑paced, remote team environment.
- Bachelor’s degree in Business, Computer Science, or a related field, or equivalent professional experience.
Preferred Qualifications
- Experience with customer success metrics such as NPS, CSAT, and ticket velocity.
- Familiarity with API integrations and basic scripting (Python, JavaScript).
- Previous exposure to sales enablement or revenue‑operations tools.
- Experience working in a multicultural, global team.
- Knowledge of Agile methodologies and participation in sprint planning or retrospectives.
Core Skills & Competencies
- Technical Proficiency: Comfortable navigating web applications, troubleshooting connectivity issues, and using diagnostic tools.
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for delight.
- Problem‑Solving: Ability to think critically, break down complex problems, and propose clear, actionable solutions.
- Collaboration: Strong teamwork skills, with a track record of working effectively across departments.
- Adaptability: Thrives in a rapidly evolving environment, quickly learning new features and processes.
- Time Management: Prioritizes tasks efficiently, meeting SLAs and deadlines consistently.
- Communication: Articulates ideas clearly in both written and verbal formats, tailoring tone to diverse audiences.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have the chance to:
- Progress to a Senior Support Engineer or Support Team Lead role within 12–18 months.
- Transition into Product Management or Customer Success tracks, leveraging your deep customer insights.
- Participate in our Leadership Development Program, designed to cultivate future leaders across all functions.
- Attend industry conferences, webinars, and workshops—fully reimbursed by brighthush—to stay ahead of market trends.
- Receive quarterly performance reviews with clear, actionable feedback and personalized development plans.
Work Environment & Culture
brighthush champions a remote-first culture that empowers employees to work from anywhere while staying connected through:
- Weekly video check‑ins, virtual coffee breaks, and team‑building activities.
- Access to a digital collaboration hub (Slack, Notion, Miro) that keeps everyone in sync.
- A culture of psychological safety, where ideas are welcomed, failures are learning opportunities, and diversity is celebrated.
- Flexible work hours that accommodate different time zones and personal commitments.
- Regular “Ask Me Anything” sessions with founders and executives to foster transparency.
Compensation & Benefits
We offer a competitive salary range of COP 65,000,000 – 85,000,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:
- Annual performance bonuses tied to company and individual metrics.
- Health, dental, and vision insurance coverage for you and your dependents.
- Fully funded Professional Development Fund for courses, certifications, and conferences.
- Generous paid time off (PTO) and a flexible holiday schedule.
- Company‑wide wellness initiatives, including virtual fitness classes and mental health resources.
- Equity participation in the form of stock options, aligning your success with the company’s growth.
- Monthly team lunches (virtual or in‑office) and quarterly company retreats.
How to Apply
If you’re ready to bring your passion for customer success, technical curiosity, and collaborative spirit to a fast‑growing SaaS company, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the brighthush Customer Support Specialist role. Let’s build the future of revenue enablement together.