Experienced Customer Support Specialist – SaaS & AI Assistant Expert for brighthush

About brighthush

brighthush is a trailblazer in the SaaS ecosystem, delivering cutting‑edge alumni management solutions that empower organizations to nurture talent pipelines, accelerate recruiting, and amplify brand advocacy. With a global footprint that spans universities, corporations, and professional associations, brighthush has earned a reputation for innovation, reliability, and a customer‑centric culture that places people at the heart of everything we do. As we continue to scale, we’re looking for a dynamic, tech‑savvy Customer Support Specialist who can help us maintain the high standards of service our clients expect while driving continuous improvement in our support processes.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that values curiosity, collaboration, and a relentless pursuit of excellence. We offer a fully remote, flexible work environment that empowers you to balance professional growth with personal well‑being. Our culture is built on transparency, empowerment, and a shared commitment to making a difference for our customers and the communities we serve.

Key Responsibilities

As a Customer Support Specialist, you will be the frontline advocate for our users, ensuring that every interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day responsibilities will include:

• Ticket Management: Receive, triage, and resolve support tickets via Zendesk, ensuring timely and accurate responses.
• Issue Resolution: Diagnose and troubleshoot technical and functional issues related to our SaaS platform, leveraging your deep understanding of the product and its integrations.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Sales teams to communicate customer feedback, prioritize bug fixes, and provide insights that shape future releases.
• Knowledge Base Maintenance: Create, update, and refine help center articles, FAQs, and troubleshooting guides to empower users and reduce ticket volume.
• AI Assistant Integration: Utilize AI tools such as Claude to draft responses, automate repetitive tasks, and enhance the overall support experience.
• Metrics & Reporting: Track key performance indicators (KPIs) such as first‑response time, resolution time, and customer satisfaction scores, and present findings to leadership.
• Continuous Improvement: Participate in post‑mortem reviews, process audits, and quality assurance initiatives to elevate support standards.

Essential Qualifications

To thrive in this role, you should bring the following qualifications and experience:

• 2–3 years of customer‑facing technical support or service desk experience, preferably in a SaaS environment.
• Fluent in English, with excellent written and verbal communication skills.
• Proficient with ticketing systems such as Zendesk and project management tools like Jira.
• Experience working with AI assistants (e.g., Claude, ChatGPT) to streamline support workflows.
• Strong organizational skills, with the ability to manage multiple priorities and deadlines.
• Demonstrated problem‑solving ability and a customer‑first mindset.

Preferred Qualifications

While not mandatory, the following attributes will set you apart:

• Background in software development or IT operations, providing a deeper technical perspective.
• Experience with customer success or account management roles.
• Knowledge of the alumni management or higher‑education technology space.
• Multilingual capabilities, especially Portuguese, to support our São Paulo, Brazil remote team.
• Certifications in ITIL, Zendesk, or related support frameworks.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating SaaS platforms, APIs, and integration points.
• Communication: Clear, concise, and empathetic communication across all channels.
• Analytical Thinking: Ability to dissect complex issues and identify root causes.
• Adaptability: Thrive in a fast‑moving, remote environment with evolving processes.
• Collaboration: Work effectively with cross‑functional teams to deliver solutions.
• Customer Advocacy: Champion the user experience and advocate for improvements.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Engineer or Team Lead role, overseeing a group of specialists.
• Transition into Product Management or Customer Success, leveraging your deep product knowledge.
• Participate in ongoing training programs, including certifications in Zendesk, Jira, and AI tools.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Contribute to internal knowledge bases, process documentation, and best‑practice guides.

Work Environment & Culture

Remote Flexibility: Work from anywhere in the world, with a focus on São Paulo, Brazil. We provide the necessary tools and support to maintain a productive remote workspace.

Inclusive Culture: We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.

Team Collaboration: Weekly stand‑ups, cross‑team syncs, and informal virtual coffee breaks keep us connected and aligned.

Innovation‑Driven: We constantly experiment with new technologies, including AI assistants, to improve our support experience.

Compensation, Perks, and Benefits

While specific figures are tailored to each candidate’s experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for mid‑level support specialists.
• Performance‑based bonuses tied to customer satisfaction and ticket resolution metrics.
• Comprehensive health insurance coverage for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in the company’s long‑term success.
• Flexible work hours and a fully remote setup with a stipend for home‑office equipment.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced SaaS environment, and want to be part of a company that values innovation and growth, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can make an impact at brighthush.