Experienced Customer Support Specialist – AI‑Enabled SaaS Platform & Retail Planning Solutions

About brighthush

brighthush is a trailblazer in the retail technology arena, delivering an AI‑powered product‑concept‑to‑commercialization platform that serves retailers, brands, and manufacturers of all sizes. From fashion and luxury to footwear, outdoor, home, and consumer goods, our solutions empower brands to plan, design, develop, source, comply, buy, make, price, allocate, sell, and replenish products with unprecedented speed and precision. By marrying cutting‑edge technology with deep industry expertise, brighthush helps customers streamline processes, drive operational efficiency, and thrive in an ever‑evolving marketplace.

Our story is one of rapid growth, bold ideas, and extraordinary opportunities. We’re committed to challenging the status quo and building a culture where curiosity, collaboration, and innovation are not just buzzwords—they’re the foundation of everything we do. Whether you’re in a bustling city or a quiet suburb, you can join us and be part of something truly exceptional.

Location & Work Model

Remote (100% Remote) – North America

At brighthush, we believe that talent knows no borders. Our fully remote model empowers you to work from anywhere in North America while staying connected to a global team of experts, engineers, and customer success leaders.

Meet the Retail Planning & Pricing Team

The Retail Planning & Pricing team is a dynamic blend of business consultants, customer success and support specialists, project managers, architects, and data science & engineering experts. Together, we help retailers and brands align planning and pricing decisions across the entire product lifecycle—from pre‑season planning and assortment decisions to in‑season demand forecasting, allocation, replenishment, and price optimisation. By combining retail expertise with AI‑powered technology, we enable our customers to improve inventory performance, revenue, margins, and operational efficiency.

Role Overview

As a Customer Support Specialist at brighthush, you will be the primary point of contact for customers using our AI‑enabled Retail Planning & Pricing SaaS platform. Your mission is to deliver a responsive, informed, and positive customer experience that supports business‑critical retail processes. You will troubleshoot issues, guide customers through solutions, and collaborate with technical teams to resolve complex problems—all while maintaining a high standard of service excellence.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide accurate, step‑by‑step guidance that keeps customers informed and supported throughout their journey.
• Troubleshoot software issues and, when necessary, elevate complex cases to Professional Services, Customer Success, Product Support, or DevOps.
• Monitor escalated tickets and follow up to ensure timely resolution and customer satisfaction.
• Educate customers on product features, workflows, and best practices to maximize platform value.
• Maintain and enrich the internal knowledge base and external help centre documentation.
• Act as a customer advocate by sharing feedback and recurring issues with Product and Customer Success teams.
• Meet or exceed support performance metrics, including ticket volume, first response time, resolution time, and customer satisfaction scores.

Essential Qualifications

• 3–5+ years of experience in customer support, service desk, or help desk roles, preferably within SaaS or technology environments.
• Degree in Computer Science, Business, IT, or a related field, or equivalent professional experience.
• Proficiency in SQL for data queries and troubleshooting.
• Excellent communication and problem‑solving skills, with strong technical aptitude and a rapid learning curve.
• Knowledge of cloud solutions, data integration, business intelligence, and supply chain concepts.
• Familiarity with support tools such as Zendesk, Jira, or Salesforce.
• Strong organizational skills, meticulous attention to detail, and a patient, empathetic, customer‑focused approach.
• Ability to collaborate effectively in a fully remote team environment.
• Fluent in English, both written and spoken.

Preferred (Bonus) Experience

• Programming skills in Python or JavaScript.
• Proficiency in additional languages such as German, Italian, French, or Spanish.

Skills & Competencies for Success

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills to diagnose and resolve technical issues efficiently.
• Adaptability to thrive in a fast‑paced, evolving SaaS environment.
• Collaboration and teamwork across cross‑functional departments.
• Proactive communication—both with customers and internal stakeholders.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the growth of our people. As a Customer Support Specialist, you will have the chance to:

• Advance into senior support roles or transition into Product Management, Customer Success, or Technical Support Engineering.
• Participate in mentorship programs that pair you with seasoned leaders across the organization.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of retail technology trends.
• Contribute to product roadmap discussions by providing frontline customer insights.
• Earn certifications in SaaS support, cloud technologies, or data analytics through our partnership with leading educational platforms.

Work Environment & Company Culture

brighthush fosters a culture that values diversity, inclusion, and innovation. Our remote-first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Collaborative tools such as Slack, Microsoft Teams, and Confluence.
• Regular virtual coffee chats and informal “watercooler” channels.
• Annual virtual retreats and optional in‑person meetups for North American teams.

We celebrate achievements, encourage experimentation, and reward creative problem‑solving. Your voice matters—whether you’re sharing a new idea in a brainstorming session or proposing a process improvement that enhances customer satisfaction.

Compensation & Benefits

Base Salary Range: $80,000 – $110,000 per year (commensurate with experience, skills, and location).

Bonus Potential: Eligible for performance‑based bonuses aligned with company and individual metrics.

Benefits Package

• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off (PTO) and paid holidays.
• 401(k) retirement plan with company match.
• Employee wellness stipend and mental health resources.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option program (subject to eligibility).
• Access to a global network of peers and industry experts.

Why Join brighthush?

Joining brighthush means becoming part of a global team that sits at the intersection of retail, enterprise software, and applied AI. You’ll have the opportunity to:

• Drive tangible business outcomes for high‑profile retail brands.
• Collaborate with experts in data science, engineering, and business strategy.
• Shape the future of retail technology through customer‑centric insights.
• Grow your skill set in a culture that rewards curiosity and continuous learning.
• Enjoy a flexible, remote work environment that supports work‑life balance.

If you’re passionate about delivering world‑class customer support, thrive in a fast‑moving SaaS environment, and want to make a real impact on the retail industry, we want to hear from you.

Apply Today

Ready to elevate your career and join a team that’s redefining retail technology? Submit your application through our careers portal and let’s explore how you can contribute to brighthush’s success.