English‑Proficient Customer Support Consultant – Remote, Global SaaS & Tech Industry, C1 Level – Join brighthush

About brighthush

brighthush is a trailblazer in Intelligent Support‑as‑a‑Service, empowering tech companies worldwide to deliver secure, high‑quality customer and technical assistance. Since 2010, we have partnered with leading industry giants—brighthush, brighthush, and brighthush—across more than 30 countries, supporting clients in 60 languages and a diverse array of sectors. Our mission is simple: to transform every support interaction into a memorable, trust‑building experience that fuels growth and loyalty for our partners.

Why brighthush?

At brighthush, we believe that the heart of any successful business is its people. Our People‑First management philosophy means you’ll receive the guidance, resources, and autonomy you need to thrive—whether you’re a seasoned professional or just starting your career in customer support. We celebrate diversity, encourage continuous learning, and reward innovation. Join a community where your voice matters, your ideas are heard, and your career trajectory is shaped by your ambition.

Role Overview

As an English‑Proficient Customer Support Consultant, you will be the first line of defense for our global clientele. Working remotely, you’ll manage support tickets from initial response to final resolution, ensuring every customer feels heard, understood, and satisfied. Your analytical mindset, empathy, and meticulous attention to detail will be critical in turning complex issues into clear, actionable solutions.

Key Responsibilities

• Respond to customer support tickets via email, providing accurate, thoughtful, and high‑quality assistance.
• Handle a mix of quick inquiries and longer‑running cases, taking full ownership of each ticket until resolution.
• Investigate issues thoroughly, applying critical thinking to diagnose root causes and recommend effective solutions.
• Escalate complex or exceptional cases to the appropriate internal teams, ensuring seamless hand‑offs and timely follow‑ups.
• Maintain a structured and consistent workflow throughout your shifts, using our ticketing system and internal documentation tools.
• Communicate proactively with customers and teammates, including real‑time updates via Slack and other collaboration platforms.
• Track and report on ticket metrics, contributing to continuous improvement initiatives and quality assurance programs.
• Participate in regular training sessions, knowledge‑sharing workshops, and cross‑functional projects to enhance service excellence.

Essential Qualifications

• Fluent written English at C1 level or higher, with exceptional communication skills.
• Prior experience in a customer support or text‑based support role, preferably in a SaaS or tech environment.
• Strong analytical and critical‑thinking abilities, with a proven track record of investigating and resolving complex issues.
• Comfortable working in ambiguous situations, asking clarifying questions, and seeking additional information when needed.
• High empathy and awareness of how support decisions impact users and brand reputation.
• Proactive communication style, including timely escalation of issues via Slack or equivalent tools.
• Excellent organizational skills, maintaining accurate issue tracking and shift logs.
• Personal computer with at least 8 GB RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Preferred Qualifications

• Experience in gaming support or other highly interactive, real‑time customer service environments.
• Strong sense of ownership and the ability to work independently while collaborating effectively with cross‑functional teams.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Knowledge of multiple languages beyond English, enhancing your ability to serve a global customer base.

Skills & Competencies

Success in this role requires a blend of technical aptitude, interpersonal finesse, and strategic thinking:

• Technical Proficiency: Comfortable navigating CRM systems, knowledge bases, and basic troubleshooting tools.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and empathetic written communication that aligns with brand voice.
• Time Management: Prioritize tickets, manage workload, and meet SLA targets without compromising quality.
• Collaboration: Work seamlessly with product, engineering, and quality assurance teams to close loops.
• Adaptability: Thrive in a fast‑paced, evolving environment, embracing change and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we view every support interaction as a stepping stone to greater responsibilities. As you master the fundamentals of customer support, you’ll have the chance to:

• Advance to a Senior Support Consultant role, leading complex cases and mentoring junior teammates.
• Transition into specialized tracks such as Product Support, Technical Escalations, or Customer Success Management.
• Participate in our Greenhouse development program, gaining access to workshops, certifications, and industry conferences.
• Contribute to product roadmap discussions by sharing customer insights and pain points.
• Earn performance‑based bonuses, referral rewards, and recognition awards that celebrate your impact.

Work Environment & Culture

brighthush offers a fully remote, flexible work model that respects your personal life while delivering professional fulfillment:

• Fixed schedule: Tuesday–Saturday, 12 PM–8 PM UTC, ensuring predictable hours and work‑life balance.
• No time‑tracking requirements—trust is the foundation of our culture.
• Inclusive, international community with teammates from over 30 countries.
• Responsive leadership committed to your development and long‑lasting partnership.
• Health and wellness policy that supports mental and physical well‑being.
• Transparent communication channels, including Slack, weekly town halls, and open office hours with managers.

Compensation & Benefits

While specific terms will be outlined in your agreement, you can expect:

• Competitive salary in USD, commensurate with experience and performance.
• Performance bonuses tied to key metrics such as customer satisfaction scores and ticket resolution times.
• Referral rewards for bringing talented peers into the brighthush family.
• Access to a comprehensive benefits package, including health, dental, and vision coverage (for eligible employees).
• Professional development stipend for courses, certifications, and conferences.
• Flexible remote work setup, allowing you to create a productive home office environment.

How to Apply

Ready to elevate your customer support career and join a global team that values innovation, empathy, and excellence? Click the link below to submit your application and become part of the brighthush community.

Apply to This Job

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, disability, or any other protected status.