Dynamic Customer Support Specialist – SaaS & Tech Solutions – Remote & Toronto – Join brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers brands to discover, collaborate with, and compensate creators through data‑driven insights. With a global footprint and a mission to democratize creator marketing, we blend cutting‑edge SaaS tools with a vibrant community of creators and brands. Our platform aggregates information from over 350 million social media accounts, providing actionable analytics that help brands make smarter partnership decisions. At brighthush, we’re not just building software – we’re building a movement that connects creativity with commerce.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the backbone of a successful SaaS business. Our support team is the first line of communication between our users and the product, and we’re looking for a passionate, detail‑oriented specialist who can thrive in a fast‑paced, remote environment. If you love problem‑solving, enjoy helping people, and want to grow your career in a company that values innovation, ownership, and continuous learning, you’ll fit right in.

Key Responsibilities

• Customer Interaction: Respond to inbound queries via Intercom, email, and live chat with a friendly, professional tone.
• Issue Diagnosis & Resolution: Troubleshoot product‑related problems, reproduce bugs, and provide clear, step‑by‑step solutions.
• Knowledge Base Management: Create, edit, and maintain help center articles in Notion, ensuring content is accurate, up‑to‑date, and easy to understand.
• Data Capture & Reporting: Log tickets, track resolution times, and generate weekly reports on common issues and trends.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing teams to relay user feedback and advocate for product improvements.
• Process Improvement: Identify recurring pain points and propose enhancements to support workflows, documentation, and automation.
• Customer Advocacy: Represent the voice of the customer in internal meetings, ensuring that user needs are prioritized in roadmap discussions.
• Compliance & Security: Follow data privacy guidelines and handle sensitive information with utmost confidentiality.

Essential Qualifications

• Minimum 2 years of customer support experience, preferably in a SaaS environment.
• Fluent in written and spoken English; additional languages are a plus.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues quickly.
• Proficiency with Intercom, Notion, Stripe, FullStory, and other support or analytics tools.
• Excellent organizational skills and the ability to manage multiple tickets simultaneously.
• Calm under pressure, with a proven track record of maintaining composure during high‑volume periods.
• Ownership mindset: take initiative, follow through on commitments, and drive projects to completion.

Preferred Qualifications

• Experience with payment platforms such as Stripe and knowledge of subscription billing cycles.
• Familiarity with analytics tools like FullStory for session replay and user behavior analysis.
• Background in marketing or creator‑economy platforms, giving you an edge in understanding our user base.
• Experience with remote collaboration tools and distributed team dynamics.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling user data.

Key Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Analytical mindset to dissect issues and devise effective solutions.
• Technical Aptitude: Comfortable navigating web applications, APIs, and basic troubleshooting steps.
• Time Management: Prioritize tasks, meet SLAs, and maintain high productivity in a remote setting.
• Team Collaboration: Work seamlessly with cross‑functional teams to drive customer success.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Customer Support Specialist, you’ll have the chance to:

• Advance to a Senior Support Engineer or Customer Success Manager role.
• Participate in product training sessions and become a subject‑matter expert on our platform.
• Lead initiatives to improve support processes, influencing the overall customer experience.
• Attend industry conferences, webinars, and workshops to stay ahead of trends in SaaS and creator marketing.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush embraces a culture of transparency, collaboration, and continuous improvement. Our remote‑first approach means you can work from anywhere in Canada or Toronto, with flexible hours that respect work‑life balance. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re a seasoned professional or just starting out, you’ll find a supportive community that values your contributions and invests in your growth.

Compensation & Perks

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary with performance‑based bonuses.
• Generous paid time off (PTO) and public holidays.
• Tuition reimbursement for courses related to your role or career path.
• Health, dental, and vision insurance options.
• Flexible work hours and remote work stipend.
• Annual company retreats and team‑building events.
• Access to a modern tech stack and continuous learning resources.

How to Apply

Ready to bring your customer support expertise to a dynamic, growth‑oriented team? Click the link below to submit your application and join brighthush in shaping the future of creator‑brand collaborations.