Experienced Customer Support Agent – Remote Mexico – SaaS & Academic Solutions Specialist

About brighthush

brighthush is a trailblazer in cloud‑based research technology, empowering scientists, universities, and pharmaceutical innovators worldwide. With a portfolio that blends artificial intelligence, natural language processing, and intuitive user interfaces, we streamline the discovery, management, and creation of intellectual property. Our solutions are trusted by leading research institutions and industry giants, helping them accelerate breakthroughs from hypothesis to market. At brighthush, we believe that exceptional customer support is the cornerstone of innovation, ensuring that every user can unlock the full potential of our platform.

Why Join brighthush?

• Impactful Work – Your support will directly influence the success of researchers and companies that rely on our tools.
• Remote Flexibility – Work from anywhere in Mexico with a fully supported remote setup.
• Growth Opportunities – Fast‑track your career with mentorship, training, and clear advancement paths.
• Diverse Team – Collaborate with colleagues from across the globe, sharing knowledge and best practices.
• Competitive Compensation – We offer a market‑aligned salary, performance bonuses, and comprehensive benefits.

Position Summary

As a Customer Support Agent at brighthush, you will be the frontline advocate for our global user base. Your role will involve delivering detailed product knowledge, resolving complex inquiries, and ensuring a seamless experience for clients across the United States, Europe, and beyond. You will work closely with the Customer Support Manager and cross‑functional teams to continuously improve support processes and product documentation.

Key Responsibilities

• Handle inbound support tickets and phone calls in English, providing timely, accurate, and empathetic solutions.
• Navigate and troubleshoot issues within our SaaS platform, leveraging Zendesk and internal knowledge bases.
• Document solutions and update FAQs to reduce repeat inquiries and improve self‑service resources.
• Collaborate with product, engineering, and sales teams to relay user feedback and advocate for feature enhancements.
• Participate in weekly support meetings, sharing insights and best practices with the broader support community.
• Maintain a high level of customer satisfaction, aiming for first‑contact resolution and positive CSAT scores.
• Adhere to the remote work schedule: Monday through Friday, 12:00 PM – 9:00 PM CST.
• Support continuous improvement initiatives, such as process automation, knowledge base enrichment, and training program development.

Essential Qualifications

• Bachelor’s degree in Science (Biotechnology, Chemistry, Biology, Health Sciences) or equivalent professional experience in customer service.
• Fluency in English (written and spoken) with excellent communication skills.
• Proven experience in a customer support role, preferably within SaaS or academic environments.
• Strong technical aptitude and the ability to learn new software tools quickly.
• Self‑motivated, organized, and capable of working independently in a remote setting.
• Excellent problem‑solving skills and a customer‑centric mindset.

Preferred Qualifications

• Experience using Zendesk or similar ticketing systems.
• Background in the life sciences or research technology sectors.
• Knowledge of AI and NLP concepts as they apply to research workflows.
• Experience with remote collaboration tools (Slack, Teams, Zoom).
• Previous involvement in process improvement or quality assurance projects.

Core Skills & Competencies

• Technical Proficiency – Comfortable navigating complex software interfaces and troubleshooting technical issues.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking – Ability to diagnose problems, identify root causes, and propose effective solutions.
• Adaptability – Thrive in a fast‑moving environment where product features and customer needs evolve rapidly.
• Collaboration – Work seamlessly with cross‑functional teams to drive customer success.
• Time Management – Prioritize tasks effectively while meeting service level agreements.

Career Growth & Learning Opportunities

• Structured mentorship programs pairing you with senior support and product leaders.
• Access to internal training courses on product updates, AI fundamentals, and advanced support techniques.
• Clear promotion pathways: from Support Agent to Senior Agent, Team Lead, and beyond.
• Opportunities to contribute to product roadmaps and innovation initiatives.
• Annual performance reviews with actionable feedback and development plans.

Work Environment & Company Culture

• Fully remote, with a flexible work‑from‑home policy and a stipend for home‑office equipment.
• Inclusive, collaborative culture that values diverse perspectives and continuous learning.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Commitment to work‑life balance, with generous paid time off and mental‑health resources.
• Transparent communication from leadership, ensuring every team member feels heard.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for remote customer support professionals in Mexico.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance coverage for employees and their families.
• Retirement savings plan with company matching.
• Paid vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental‑health support.

How to Apply

Ready to make a difference in the world of research technology? Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. We look forward to exploring how your expertise can help our customers thrive.