Dynamic Customer Support Specialist – Temporary, Remote, Technical Support for SaaS Fundraising Platform at brighthush
Welcome to brighthush – Where Impact Meets Innovation
brighthush is more than a software company; it’s a movement dedicated to empowering nonprofits worldwide to unlock their full fundraising potential. Since our founding, we have helped over 100,000 organizations close nearly $3 B in donations, all while maintaining a profitable, bootstrapped business model. Our team of 150+ passionate professionals spans 16+ U.S. states and 23+ countries, and we’re proud to be recognized as the #1 software for fundraising, donor management, and nonprofit payments on G2.
As a fully distributed, diverse, and forward‑thinking organization, brighthush thrives on collaboration, continuous learning, and a relentless focus on customer success. We believe that every interaction with a nonprofit partner is an opportunity to create lasting change, and we’re looking for a Customer Support Specialist who shares that vision.
About the Role
The Customer Support Specialist will serve as the frontline champion for our users, ensuring that every question, concern, or technical challenge is addressed with speed, clarity, and empathy. This temporary, remote position is ideal for individuals who enjoy problem‑solving, thrive in a fast‑paced SaaS environment, and are eager to make a tangible difference for nonprofits around the globe.
Key Responsibilities
- Ticket Management: Respond to email support tickets within SLA, providing accurate, concise, and actionable solutions.
- Issue Investigation: Diagnose complex technical problems, collaborate with the Support Development team to identify bugs, and document root causes.
- Knowledge Base Enhancement: Update and refine Zendesk knowledge base articles, ensuring content is clear, up‑to‑date, and searchable.
- Product Guidance: Offer best‑practice usage tips, onboarding assistance, and proactive recommendations to help customers maximize platform value.
- Customer Feedback Loop: Monitor user sentiment, compile insights, and propose product or process improvements to elevate the overall experience.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing teams to relay user insights and support data.
Essential Qualifications
- Proven experience with support ticketing systems, preferably Zendesk.
- Strong analytical and problem‑solving skills, with the ability to dissect complex technical issues.
- Excellent written and verbal communication in English, capable of translating technical jargon into user‑friendly language.
- Prior SaaS support experience, ideally within the nonprofit or fundraising sector.
- Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.
Preferred Qualifications
- Experience with CRM or donor management platforms.
- Familiarity with web technologies (HTML, CSS, JavaScript) and basic troubleshooting of web‑based applications.
- Knowledge of nonprofit fundraising best practices and regulatory compliance.
- Previous exposure to a distributed team culture and remote collaboration tools.
Skills & Competencies
- Technical aptitude and a passion for learning new tools.
- Empathy and a customer‑first mindset.
- Strong organizational skills and the ability to manage multiple tickets simultaneously.
- Adaptability to evolving product features and customer needs.
- Proficiency in English; additional language skills (Spanish, Portuguese, French) are a plus.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. Even in a temporary role, you’ll have access to:
- Mentorship from senior Customer Success and Engineering leaders.
- Regular knowledge‑sharing sessions covering product updates, industry trends, and technical deep‑dives.
- Opportunities to contribute to product roadmaps through user‑feedback channels.
- Potential transition into full‑time roles within Customer Success, Product Management, or Engineering, based on performance and interest.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and collaboration. Our remote-first culture means you’ll enjoy:
- Flexible working hours that respect your local time zone and personal commitments.
- Access to a vibrant virtual community, including weekly coffee chats, hackathons, and wellness check‑ins.
- A culture of continuous feedback, where your ideas are heard and valued.
- Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
Compensation, Perks, and Benefits
While this is a temporary position, we offer competitive compensation and a suite of benefits designed to support your well‑being and professional growth:
- Bi‑weekly salary of $923.09 (equivalent to an annualized $24,000).
- Health and wellness stipend to cover remote work essentials.
- Paid time off (PTO) and holiday schedule aligned with your local region.
- Access to online learning platforms (LinkedIn Learning, Udemy, etc.) to sharpen your skills.
- Participation in quarterly virtual team retreats and annual in‑person gatherings.
Application Process
We’ve streamlined our hiring journey into six clear stages to ensure a fair and efficient experience:
- Submit your application through our portal and answer a few introductory questions.
- Complete a brief assignment that showcases your problem‑solving approach.
- Participate in a prescreen call with our Talent Team to discuss your background.
- Interview with the Hiring Manager to dive deeper into your experience and fit.
- Panel/Final interview with cross‑functional stakeholders to assess collaboration skills.
- Background & reference checks to finalize the hiring decision.
Why Join brighthush?
At brighthush, you’ll be part of a mission‑driven team that’s reshaping how nonprofits connect with donors. Your work will directly influence the success of organizations that are making a difference in communities worldwide. If you’re passionate about technology, customer advocacy, and social impact, this role offers the perfect blend of challenge, learning, and purpose.
Ready to take the next step? Click the link below to apply and tell us why you’re the ideal candidate for this role. We can’t wait to hear how you’ll help us elevate the nonprofit fundraising experience.
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