Proactive Customer Success Support Specialist – Client Engagement, Issue Resolution, RMA Coordination, and Continuous Process Improvement at brighthush

About brighthush

brighthush is a trailblazing technology leader that designs, manufactures, and delivers cutting‑edge safety solutions for industrial environments worldwide. From its humble beginnings in the underground coal mining sector, brighthush has expanded its footprint across the United States and beyond, pioneering products that protect people and streamline operations in high‑risk settings. Our mission is simple yet powerful: to empower every worker with reliable, intelligent safety equipment that keeps them safe, productive, and compliant.

At brighthush, we believe that technology is only as good as the people who use it. That’s why we place a premium on customer experience, ensuring that every interaction—whether it’s a quick question, a complex troubleshooting session, or a return‑material authorization (RMA)—is handled with professionalism, empathy, and efficiency. If you thrive in a fast‑paced, collaborative environment and want to be part of a company that is redefining industrial safety, we want to hear from you.

Why Join brighthush?

• Impactful Work: Your support will directly influence the safety and satisfaction of thousands of professionals across diverse industries.
• Career Growth: We invest in your development through mentorship, cross‑functional training, and clear advancement pathways.
• Culture of Innovation: Join a team that celebrates curiosity, encourages experimentation, and rewards creative problem‑solving.
• Comprehensive Benefits: From health coverage to retirement plans, we provide a robust benefits package that supports you and your family.
• Work‑Life Balance: Enjoy a supportive environment that values flexibility, wellness, and personal growth.

Key Responsibilities

As a Customer Success Support Specialist, you will be the frontline advocate for our clients, ensuring their experience with brighthush products is seamless and satisfying. Your day‑to‑day tasks will include:

• Multi‑Channel Customer Support: Respond to inquiries via phone, email, live chat, and other digital channels with speed, clarity, and a customer‑first attitude.
• Issue Diagnosis & Resolution: Leverage your technical knowledge to troubleshoot product or service concerns, providing clear, actionable solutions that restore confidence and uptime.
• RMA Coordination: Work closely with the RMA team to process return authorizations, track shipment status, and ensure timely replacements or repairs.
• Documentation & Knowledge Management: Maintain accurate, detailed records in our CRM system, including customer interactions, troubleshooting steps, and resolution outcomes. Contribute to our internal knowledge base to help teammates and future hires.
• Customer Satisfaction & Feedback: Conduct post‑interaction surveys, analyze satisfaction metrics, and identify trends that inform product improvements and service enhancements.
• Cross‑Functional Collaboration: Partner with Sales, Technical Support, and Product Development to resolve complex issues, share insights, and elevate customer needs.
• Reporting & Analytics: Compile regular reports on key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Administrative Excellence: Perform clerical duties, manage documentation, and support office operations to keep the customer support hub running smoothly.
• Escalation Management: Recognize when an issue requires higher‑level intervention and promptly route it to the appropriate specialist or manager.
• Continuous Improvement: Participate in process reviews, suggest enhancements, and help implement best practices that elevate the customer experience.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 1–2 years of experience in customer service, technical support, or administrative roles.
• Proficiency with brighthush Office Suite (Word, Excel, Outlook) and familiarity with CRM platforms such as brighthush.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Excellent problem‑solving abilities, including analytical thinking and a methodical approach to troubleshooting.
• Demonstrated ability to multitask, prioritize, and meet deadlines in a dynamic environment.
• Positive, customer‑centric mindset with a genuine desire to help and support clients.
• Team player who can also work independently and take initiative.
• Valid U.S. work authorization; sponsorship for work visas is not available at this time.

Preferred Qualifications

• Experience in the industrial safety or manufacturing sector.
• Knowledge of RMA processes and logistics.
• Familiarity with data analytics tools or reporting dashboards.
• Previous exposure to technical troubleshooting of hardware or software products.
• Multilingual abilities to support a diverse customer base.

Core Skills & Competencies

• Customer Empathy: Ability to listen actively, understand pain points, and respond with genuine care.
• Technical Aptitude: Quick learner who can grasp product functionalities and troubleshoot effectively.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Organizational Discipline: Strong attention to detail, meticulous record‑keeping, and systematic follow‑up.
• Adaptability: Comfortable navigating changing priorities and evolving processes.
• Collaboration: Works seamlessly with cross‑functional teams to achieve shared goals.
• Time Management: Efficiently balances multiple tasks while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Customer Success Support Specialist, you will have the chance to:

• Advance to a Senior Support Analyst or Team Lead position.
• Transition into Product Management, Technical Support, or Sales Enablement roles.
• Participate in leadership development programs and mentorship initiatives.
• Attend industry conferences, workshops, and training sessions to stay ahead of safety technology trends.
• Contribute to product roadmap discussions based on frontline customer insights.

Work Environment & Culture

Our Newburgh, IN office is a vibrant, climate‑controlled workspace designed to foster collaboration, creativity, and well‑being. You’ll find:

• Open, inclusive spaces that encourage idea sharing.
• State‑of‑the‑art communication tools and a modern CRM system.
• A supportive team that celebrates wins and learns from challenges.
• Regular team‑building events, wellness initiatives, and community outreach projects.
• Flexible scheduling options to support work‑life balance.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive total rewards package that includes:

• Health, dental, and vision insurance with no waiting period.
• Life insurance (basic coverage) and optional AD&D.
• Short‑term and long‑term disability coverage at no cost.
• 401(k) retirement plan with up to an 8% company match.
• Flexible Spending Accounts (Health & Dependent Care).
• Paid time off: 10 annual holidays plus vacation days, plus paid sick leave.
• Educational reimbursement and scholarship programs to support continued learning.
• Optional gym membership and wellness stipend.
• On‑site health clinic and wellness resources.

How to Apply

Ready to make a tangible difference in the lives of industrial professionals? Submit your application today and join a team that values innovation, integrity, and impact.