Fluent English SaaS Customer Support Consultant – Global Remote Role

About brighthush

brighthush is a pioneering Intelligent Support-as-a-Service provider that has been empowering technology leaders worldwide since 2010. With a presence in more than 30 countries and a multilingual support network that spans 60 languages, we partner with some of the most respected names in the industry to deliver secure, scalable, and customer‑centric solutions. Our mission is simple: to transform the way businesses interact with their customers by combining cutting‑edge technology, data‑driven insights, and a people‑first culture.

As a global community of over 1,500 specialists, brighthush thrives on diversity, collaboration, and continuous learning. Whether you’re a seasoned support professional or a recent graduate eager to dive into the SaaS ecosystem, you’ll find an environment that values curiosity, innovation, and the relentless pursuit of excellence.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the experience of thousands of customers across the globe.
• Remote Flexibility – Work from the comfort of your home office while staying connected to a vibrant, international team.
• Professional Growth – Access to structured learning paths, mentorship programs, and cross‑functional projects that accelerate your career trajectory.
• Inclusive Culture – A workplace that celebrates individuality, promotes equity, and fosters a sense of belonging.
• Competitive Compensation – Transparent, performance‑based remuneration in USD, complemented by a comprehensive benefits package.

Key Responsibilities

As a SaaS Customer Support Consultant, you will be the frontline advocate for our clients’ success. Your day‑to‑day activities will include:

• Delivering exceptional support via email, chat, and phone, ensuring every interaction reflects brighthush’s commitment to quality.
• Diagnosing, troubleshooting, and triaging customer‑reported issues, driving investigations through to resolution or appropriate escalation.
• Managing open support tickets, maintaining accurate status updates, and ensuring timely follow‑through on all pending cases.
• Escalating complex or high‑priority issues to specialized teams (Product, Engineering, Customer Success) when necessary.
• Proactively communicating status updates to customers and internal stakeholders, fostering transparency and trust.
• Documenting troubleshooting steps, root causes, and resolutions in our knowledge base to support continuous improvement.
• Collaborating with cross‑functional teams to identify systemic issues and recommend enhancements that elevate the overall customer experience.

Essential Qualifications

• Fluent English proficiency (C2 level) in both spoken and written communication.
• Minimum of 2 years of experience in a SaaS, software, or technical support environment.
• Proficiency with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Strong analytical and problem‑solving skills, with the ability to diagnose issues quickly and accurately.
• Demonstrated sense of urgency and the ability to manage multiple tasks to completion.
• Excellent interpersonal skills, with a customer‑focused mindset and empathy for diverse user needs.
• Experience working collaboratively across teams and stakeholder groups.
• Basic computer literacy and familiarity with CRM systems and support tools.
• Reliable personal laptop (minimum 8 GB RAM) and a stable internet connection (≥ 50 Mbps download, ≥ 40 Mbps upload).

Preferred Qualifications

• Experience in the logistics or supply‑chain industry, providing a strategic advantage in understanding client workflows.
• Knowledge of additional languages beyond English, enhancing communication with a global customer base.
• Prior exposure to agile methodologies or continuous improvement frameworks.
• Certifications in customer support, ITIL, or related disciplines.

Core Skills & Competencies

• Technical Aptitude – Ability to navigate complex software environments and troubleshoot technical issues efficiently.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Stakeholder Management – Building strong relationships with internal teams and external customers.
• Time Management – Prioritizing tasks in a fast‑paced, remote setting while maintaining high quality.
• Adaptability – Thriving in a dynamic environment with evolving processes and technologies.
• Continuous Learning – Proactively seeking opportunities to expand knowledge and apply new skills.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a SaaS Customer Support Consultant, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned experts.
• Regular skill‑building workshops covering advanced troubleshooting, product knowledge, and soft‑skill development.
• Cross‑functional projects that expose you to product management, engineering, and customer success teams.
• Clear career pathways, from Support Specialist to Team Lead, and beyond into product or engineering roles.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.

Work Environment & Culture

brighthush’s culture is built on trust, transparency, and a shared commitment to excellence. Key highlights include:

• No time‑tracking requirements – we trust you to manage your own productivity.
• Inclusive international community – collaborate with colleagues from diverse backgrounds and time zones.
• Health and wellness initiatives – access to virtual fitness classes, mental health resources, and flexible work hours.
• Open communication channels – regular town‑hall meetings, feedback loops, and a culture of continuous improvement.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.

Compensation & Benefits

While specific terms will be outlined in your employment agreement, you can expect:

• Competitive base salary in USD, commensurate with experience and performance.
• Performance‑based bonuses and incentives tied to key metrics.
• Referral rewards for bringing talented peers into the brighthush family.
• Comprehensive health, dental, and vision coverage for eligible employees.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible remote work policy – work from anywhere with a reliable internet connection.

How to Apply

If you’re ready to join a forward‑thinking, customer‑centric organization that values your expertise and supports your growth, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can make a difference at brighthush.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other protected status.

Privacy & Data Protection

Your personal data will be processed in accordance with brighthush’s Candidate Privacy Notice. We are committed to safeguarding your information and respecting your privacy throughout the recruitment process.