Dynamic Customer Support Specialist – Technical Troubleshooting & Product Adoption Champion at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers transportation companies to recruit, qualify, and keep their drivers compliant. Our flagship platform, brighthush, blends an applicant‑tracking engine, DOT‑compliant driver qualification files, and continuous compliance monitoring into a single, cloud‑native source of truth. We serve carriers across trucking, motorcoach, transit, and last‑mile delivery, helping them keep their fleets road‑ready and audit‑ready while delivering a frictionless experience for drivers, managers, and regulators alike.

At brighthush, we believe that the customer experience is the engine of growth. That’s why we’re building a world‑class Customer Support organization that is not just a cost center, but a strategic function that drives retention, product adoption, and customer advocacy. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on the lives of thousands of drivers and fleet operators, brighthush is the place for you.

Why Join brighthush?

• Impact‑oriented culture: Your work will directly influence how carriers meet compliance milestones and how drivers stay on the road.
• Remote flexibility: Work from home in Idaho, Nebraska, Georgia, Ohio, Texas, Tennessee, Pennsylvania, Michigan, or Florida.
• Growth opportunities: Rapidly move into senior support, product, or engineering roles as you build deep product knowledge and cross‑functional collaboration.
• Learning ecosystem: Access to internal training, external certifications, and a mentorship program that encourages continuous skill development.
• Competitive compensation: Base salary, performance bonuses, equity, and a comprehensive benefits package that includes health, dental, vision, 401(k) matching, and generous paid time off.
• Inclusive environment: We celebrate diversity, equity, and inclusion, and we’re committed to creating a workplace where everyone feels valued.

Role Overview

As a Customer Support Specialist at brighthush, you will be the frontline advocate for our customers. You’ll own the inbound ticket queue, troubleshoot complex technical issues, and collaborate with Product, Engineering, and Customer Success to ensure a seamless experience. Your responsibilities will span from resolving day‑to‑day support tickets to contributing to knowledge‑base content, data analysis, and process improvement.

Key Responsibilities

• Ticket Ownership & Resolution: Manage the full lifecycle of support tickets across email, chat, and phone. Prioritize, triage, and resolve issues within SLA, ensuring a CSAT score of 90%+.
• Technical Troubleshooting: Reproduce customer problems in the brighthush platform, analyze API logs, JSON payloads, and integration syncs, and isolate root causes across the full stack.
• Data & File Analysis: Inspect CSVs, OCR results, and driver qualification files to identify parsing errors, missing fields, or sync gaps.
• Escalation Management: Create clear, actionable bug reports for engineering, including repro steps, impact scope, and supporting evidence.
• Knowledge Base Development: Author and maintain brighthush documentation, user guides, and interactive UserPilot flows to empower customers and reduce ticket volume.
• Pattern Recognition: Tag and categorize tickets in brighthush to surface trends, product friction points, and retention risks for the Customer Success team.
• Cross‑Functional Collaboration: Partner with Customer Success, Onboarding, Managed Services, and Product to align on customer journeys and compliance milestones.
• Testing & Quality Assurance: Participate in software releases and occasional weekend testing to validate new features and bug fixes.
• Process Improvement: Contribute to SOPs, playbooks, and automation initiatives that streamline support operations and improve efficiency.

Essential Qualifications

• 2+ years of experience in technical customer support, technical account management, or implementation within a B2B SaaS environment.
• Proficiency in troubleshooting APIs, JSON, XML, and log files; ability to distinguish between user error, configuration issues, data problems, and bugs.
• Strong file and data fluency: comfortable working with CSVs, structured documents, and file uploads.
• Hands‑on experience with at least one support platform (brighthush, brighthush, brighthush, brighthush) and a CRM (brighthush preferred).
• Excellent written and verbal communication skills; ability to craft clear, concise tickets, escalations, and customer responses.
• Process‑oriented mindset: you follow SOPs, document learnings, and continuously improve workflows.
• Ownership mentality: you close the loop on tickets, knowledge‑base updates, and escalations until the customer confirms resolution.

Preferred Qualifications

• Knowledge of FMCSA/DOT compliance, driver qualification, or fleet operations.
• Experience with driver compliance or recruiting platforms such as DriverReach, Tenstreet, Idelic, Samsara, Motive, or similar.
• Familiarity with HRIS, background check, MVR monitoring, ELD, or e‑signature integrations.
• Exposure to Scrum or other agile rituals; comfortable working in a cadence with Engineering and Product.
• Basic SQL or spreadsheet modeling skills for data analysis.

Skills & Competencies

• Technical Acumen: Deep understanding of web technologies, APIs, and data pipelines.
• Customer Empathy: Ability to put yourself in the customer’s shoes and provide a supportive, solution‑focused experience.
• Communication: Clear, calm, and concise communication across all channels.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Collaboration: Works effectively with cross‑functional teams, sharing insights and driving collective success.
• Adaptability: Thrives in a fast‑paced environment, juggling multiple priorities and shifting demands.
• Growth Mindset: Actively seeks feedback, learning opportunities, and ways to improve both personally and for the team.

Career Growth & Learning Benefits

At brighthush, we invest heavily in the professional development of our team members. As a Customer Support Specialist, you will:

• Gain deep product expertise that positions you for future roles in Product Management, Engineering, or Customer Success.
• Participate in quarterly hackathons and innovation labs to prototype new support tools and automation.
• Receive mentorship from senior leaders and peers across the organization.
• Earn certifications in API troubleshooting, data analytics, and customer experience best practices.
• Contribute to the creation of internal playbooks that become the foundation for future support hires.

Compensation & Perks

While specific figures vary by location and experience, you can expect:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to SLA achievement, CSAT scores, and knowledge‑base contributions.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including paid holidays and sick leave.
• Flexible work schedule and remote work from eligible states.
• Access to a modern home‑office stipend and high‑speed internet reimbursement.

Work Environment & Expectations

All remote employees must maintain a dedicated, professional workspace that supports focus, confidentiality, and productivity. Reliable high‑speed internet is required. You will be expected to be available during core business hours (8:00 AM–5:00 PM EST) and to communicate proactively about any schedule changes. Occasional weekend testing may be required to support critical releases or client‑impacting events.

How We Measure Success (First 12 Months)

• First‑response SLA: 95%+ of tickets answered within 3 business hours.
• Knowledge‑base growth: Publish or update at least one article or UserPilot flow per month.
• Ticket quality: Maintain CSAT of 90%+ and a reopen rate of 5% or less.
• Pattern identification: Tag and report on at least 10 recurring issues per quarter to drive product improvements.

Values & Behaviors at brighthush

• Ownership & Accountability: Take responsibility for outcomes, not just tasks.
• Customer Empathy: Understand client pain points and work to meaningfully solve them.
• Growth Mindset: Actively seek learning, feedback, and improvement.
• Grit & Resilience: Stay focused and adaptable in a fast‑paced environment.
• Collaboration: Work effectively across teams with clear, respectful communication.
• Integrity & Trust: Act with honesty, discretion, and professionalism.

Ready to Make a Difference?

If you are a technically minded, customer‑centric professional who thrives on solving complex problems and driving product adoption, we want to hear from you. Join brighthush and help shape the future of transportation compliance while building a rewarding career in a supportive, growth‑oriented environment.

Apply today and become a pivotal part of the brighthush team!