Experienced Customer Support Representative – Client Relations & Technical Issue Resolution for a Growing Engineering Consultancy

About brighthush

brighthush is a forward‑thinking engineering consultancy that empowers businesses to turn complex technical challenges into scalable, sustainable solutions. With a portfolio that spans infrastructure, software architecture, and data analytics, we partner with clients across industries to deliver precision engineering and strategic insight. Our mission is to illuminate the path from concept to execution, and we do that by combining deep technical expertise with a relentless focus on client satisfaction. As we expand our footprint, we’re looking for passionate, customer‑centric professionals to join our dynamic team and help us maintain the high standards our clients expect.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values curiosity, collaboration, and continuous learning. We believe that great customer support is the backbone of any successful engineering project, and we invest in our people through mentorship, skill‑building workshops, and a clear career progression path. Whether you’re a seasoned support specialist or a recent graduate eager to dive into the tech world, brighthush offers a supportive environment where your contributions are recognized and rewarded.

Key Responsibilities

As a Customer Support Representative at brighthush, you will be the first line of communication between our clients and our engineering teams. Your role will involve:

• Client Interaction: Serve as the primary point of contact via phone, email, and live chat, addressing inquiries about project status, service offerings, and technical details.
• Issue Resolution: Diagnose and resolve client issues promptly, escalating complex matters to the appropriate engineering or project management teams.
• Documentation: Maintain meticulous records of all client interactions, including tickets, resolutions, and feedback, ensuring data integrity and accessibility.
• Coordination: Act as a liaison between clients and internal stakeholders, ensuring that client needs and feedback are communicated clearly to project managers and engineers.
• Follow‑Up: Conduct proactive follow‑up calls or emails to confirm that issues have been resolved to the client’s satisfaction and to gather additional insights.
• Knowledge Base: Develop and maintain a deep understanding of brighthush’s services, engineering processes, and industry best practices to provide accurate, informed support.
• Feedback Collection: Gather client feedback and identify recurring themes or trends, reporting findings to management to drive continuous improvement.
• Administrative Tasks: Assist with scheduling meetings, preparing status reports, and updating client information in our CRM system.

Essential Qualifications

• High school diploma or equivalent; associate’s degree or coursework in business, engineering, or a related field is a plus.
• Minimum of 1 year of experience in a customer support or call center role, preferably within a technical or engineering environment.
• Excellent verbal and written communication skills in English; Spanish language proficiency is an advantage.
• Strong problem‑solving abilities, with a keen eye for detail and a proactive approach to troubleshooting.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and collaboration tools (Slack, Teams).
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Basic understanding of engineering concepts and terminology is preferred but not required; a willingness to learn is essential.

Preferred Qualifications

• Experience in a B2B client support setting, handling complex technical inquiries.
• Familiarity with project management methodologies (Agile, Scrum) and tools (Jira, Trello).
• Knowledge of data analytics or software development lifecycle (SDLC) processes.
• Experience with multilingual support or cross‑cultural communication.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting client relationships.
• Technical Aptitude: Ability to grasp technical concepts quickly and translate them into clear, actionable information for clients.
• Communication: Clear, concise, and professional communication across multiple channels.
• Analytical Thinking: Strong analytical skills to diagnose problems, identify root causes, and propose effective solutions.
• Adaptability: Comfortable working in a dynamic environment with shifting priorities and evolving client needs.
• Team Collaboration: Willingness to collaborate with engineers, project managers, and other stakeholders to achieve client success.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Representative, you’ll have the opportunity to:

• Progress into a Senior Support Specialist role, taking on more complex client issues and mentoring newer team members.
• Transition into a Client Success Manager position, overseeing long‑term client relationships and driving account growth.
• Move into technical support or engineering roles by leveraging the technical knowledge you acquire on the job.
• Participate in cross‑functional projects, gaining exposure to product development, sales, and marketing initiatives.
• Access to continuous learning resources, including online courses, certifications, and internal knowledge‑sharing sessions.

Work Environment & Culture

brighthush embraces a flexible, remote‑first culture that empowers employees to work from anywhere in the United States. Our team values transparency, inclusivity, and a healthy work‑life balance. We celebrate diversity and are committed to creating an environment where every voice is heard and every contribution is valued. Our remote work model is supported by robust collaboration tools, regular virtual team gatherings, and a culture of open feedback.

Compensation & Benefits

We offer a competitive hourly rate ranging from $22.00 to $27.00, commensurate with experience and skill level. In addition to your base pay, you’ll receive a comprehensive benefits package that includes:

• 401(k) retirement plan with company matching
• Health, dental, and vision insurance plans
• Paid time off (vacation, sick leave, and personal days)
• Flexible work hours and a 8‑hour shift schedule (Monday‑Friday)
• Professional development stipend and access to industry conferences
• Employee wellness programs and mental health resources
• Regular performance reviews and clear career advancement pathways

Location & Eligibility

This is a fully remote, full‑time position open to candidates located anywhere within the United States. We welcome applicants from diverse backgrounds, including those with a criminal record, as we believe in second chances and the value of diverse perspectives.

How to Apply

If you’re passionate about delivering outstanding customer service, eager to learn about engineering solutions, and ready to contribute to a growing consultancy, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush. We look forward to exploring how your skills and aspirations align with our mission to illuminate the path from concept to execution.

Join brighthush – Where Customer Support Meets Engineering Excellence

Take the next step in your career by becoming a vital part of brighthush’s client success team. Your expertise will help shape the experience of our clients, support our engineering projects, and drive the growth of a company that values innovation, integrity, and impact. Apply now and help us bring clarity and confidence to every client interaction.