Experienced Customer Support & Onboarding Specialist – Remote, B2B SaaS, Nonprofit Grant Funding Platform at brighthush

About brighthush

brighthush is a trailblazing B2B SaaS platform that empowers nonprofit organizations to discover, apply for, and secure grant funding with ease. Our mission is simple yet transformative: to level the playing field for nonprofits by providing a data‑driven, user‑friendly solution that connects them to the resources they need to thrive. With a rapidly expanding customer base and a commitment to continuous innovation, brighthush is at the forefront of the nonprofit tech ecosystem.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy, purpose‑driven team that values ownership, creativity, and impact. We’re looking for individuals who are passionate about customer success, eager to shape product experience from day one, and ready to build processes that scale. If you thrive in a fast‑moving environment, enjoy solving complex problems, and want to make a tangible difference for nonprofits worldwide, brighthush is the place for you.

About the Role

As a Customer Support & Onboarding Specialist, you will be the frontline voice of brighthush, guiding new and existing customers through every touchpoint. Your responsibilities will span ticket resolution, onboarding facilitation, social media engagement, and process design. You will work closely with product, marketing, and sales teams to ensure a seamless, delightful experience for every nonprofit partner.

Key Responsibilities

• Ticket & Email Support: Respond to customer inquiries via tickets and email, diving into accounts to troubleshoot and resolve issues directly. Your goal is to turn every support interaction into a positive, memorable experience.
• Onboarding Leadership: Conduct engaging onboarding video calls and walkthroughs for new customers, ensuring they understand the platform’s core features and can start using it immediately. Your onboarding sessions should drive adoption and reduce churn.
• Social Media Management: Monitor comments on Facebook ads, promptly answering questions, converting inquiries into qualified leads, and handling negative feedback with professionalism and empathy.
• Process Design: Build and refine the entire support and onboarding workflow from scratch. Create clear documentation, best‑practice guides, and scalable playbooks that can be adopted by future hires.
• Feedback Loop: Capture and share customer insights with product and marketing teams, influencing roadmap decisions and improving the overall customer experience.

Essential Qualifications

• Fluent in spoken and written English with a neutral, clear accent.
• Proven experience in customer‑facing support or onboarding, preferably within a SaaS or software environment.
• Comfortable on camera and confident leading video calls with customers.
• Excellent writing skills for clear, professional, and friendly communication across email, tickets, and social media.
• High emotional intelligence: a self‑motivated problem‑solver who thrives without a rigid playbook.
• Responsive, communicative, and dedicated to delivering a great customer experience.
• Good judgment in handling public criticism under paid advertising campaigns.
• Ability to work independently and build processes from the ground up.

Preferred Qualifications

• Experience in the nonprofit sector or with grant‑funding platforms.
• Knowledge of CRM systems (e.g., HubSpot, Salesforce) and help‑desk tools (e.g., Zendesk, Intercom).
• Background in social media community management or paid‑media support.
• Previous involvement in creating onboarding or support documentation.
• Familiarity with data analytics tools to track support metrics and customer health scores.

Skills & Competencies

• Customer‑centric mindset with a passion for solving real‑world problems.
• Strong communication skills—both verbal and written—across multiple channels.
• Analytical thinking: ability to interpret data, identify trends, and propose actionable improvements.
• Project management: juggling multiple priorities, meeting deadlines, and coordinating with cross‑functional teams.
• Adaptability: thriving in a fast‑growing startup environment where processes evolve quickly.
• Tech‑savvy: comfortable learning new tools and platforms on the fly.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As the company scales, you’ll have the chance to:

• Lead the expansion of our support and onboarding teams.
• Influence product development by feeding real customer insights into the roadmap.
• Take on additional responsibilities such as training new hires, managing community forums, or spearheading customer success initiatives.
• Participate in continuous learning programs, including industry conferences, webinars, and internal knowledge‑sharing sessions.
• Advance into senior customer success or product management roles as the organization evolves.

Work Environment & Company Culture

brighthush is a fully remote, globally distributed team that values flexibility, collaboration, and transparency. We celebrate diversity and encourage every team member to bring their authentic self to work. Our culture is built on:

• Open communication: regular all‑hands meetings, transparent decision‑making, and a culture of feedback.
• Ownership: you’ll have the autonomy to design processes, make decisions, and see the impact of your work.
• Impact: every task you complete directly supports nonprofits in securing vital funding.
• Work‑life balance: flexible hours, unlimited vacation, and a focus on results over hours logged.
• Community: virtual coffee breaks, team‑building events, and a shared Slack workspace for casual chats.

Compensation & Benefits

We offer a competitive salary in US dollars, commensurate with experience and market standards. In addition to base pay, you’ll receive:

• Fully remote work setup: home office stipend or equipment allowance.
• Health, dental, and vision insurance (for eligible employees).
• 401(k) matching program.
• Professional development budget for courses, certifications, and conferences.
• Paid parental leave and flexible time off policies.
• Annual team retreats and virtual social events.

How to Apply

If you’re ready to take ownership of customer experience, build processes from scratch, and help nonprofits unlock the funding they deserve, we want to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush.