Remote Customer Support Specialist – Legal Technology Solutions, Client Advocacy & Technical Support

About brighthush and the Legal Tech Landscape

brighthush is a trailblazer in the legal technology arena, delivering cutting‑edge software that empowers law firms, corporate legal departments, and public‑sector legal teams to streamline case management, automate routine tasks, and unlock data‑driven insights. With a mission to democratize access to high‑quality legal services, brighthush’s platform is trusted by thousands of professionals worldwide. As the industry evolves toward greater digitization, the demand for exceptional customer support has never been higher. If you thrive on solving complex problems, enjoy guiding users through transformative technology, and want to be part of a company that is reshaping the legal profession, this role is for you.

Why Join brighthush?

• Impactful Work: Every interaction you have helps legal professionals deliver justice more efficiently, making a real difference in people’s lives.
• Remote Flexibility: Work from anywhere in the United States (PST or MST time zones) and enjoy a healthy work‑life balance.
• Professional Growth: Gain hands‑on experience with enterprise‑grade tools such as Salesforce and Dialpad, and receive ongoing training in legal tech, customer success, and product knowledge.
• Collaborative Culture: Join a cross‑functional team that values transparency, continuous improvement, and a customer‑centric mindset.
• Competitive Compensation: Receive a market‑aligned salary, performance bonuses, and a comprehensive benefits package that includes health, dental, vision, and a generous paid‑time‑off policy.

Key Responsibilities

As the first line of support for brighthush’s clients, you will be the voice that guides, troubleshoots, and advocates for our users. Your day‑to‑day tasks will include:

• Client Advocacy & Enablement: Master the full suite of brighthush legal tech solutions, stay current with feature releases, and translate complex functionalities into clear, actionable guidance for law firms and legal professionals.
• Systems & Tool Utilization: Leverage Salesforce, Dialpad, and proprietary client success platforms to log interactions, track orders, and maintain accurate, real‑time client records.
• Technical Issue Resolution: Diagnose and resolve software glitches, configuration problems, and integration challenges via phone, chat, and email. Escalate unresolved issues to engineering or product teams while keeping the client informed.
• Feedback & Performance: Capture client feedback, pain points, and feature requests. Participate in quarterly performance reviews, contributing insights that shape product roadmaps and service improvements.
• Knowledge Sharing: Create and maintain internal knowledge base articles, FAQs, and troubleshooting guides to empower both clients and teammates.
• Cross‑Functional Collaboration: Work closely with Sales, Product, and Implementation teams to ensure a seamless handoff from onboarding to ongoing support.

Essential Qualifications

• 2–4 years of customer support experience (phone, email, chat) in a SaaS or software environment, including internships.
• Proficiency with computers and technology; quick to learn, navigate, and explain software, websites, and Microsoft Office products.
• Strong troubleshooting skills, using available tools and resources to resolve issues with high accuracy.
• Excellent verbal and written communication skills across phone, chat, and email.
• Patience, empathy, and a solution‑oriented mindset when assisting customers.
• Ability to collaborate effectively across departments and work in a fast‑paced, remote setting.

Preferred Qualifications

• Prior customer service and technical support experience for a software company.
• Experience using a CRM such as Salesforce or Zendesk.
• Knowledge of the legal services industry, including familiarity with case management, e‑discovery, or compliance software.
• Experience with remote collaboration tools (Slack, Teams, Zoom) and ticketing systems.
• Fluency in multiple languages is a plus.

Skills & Competencies

• Technical Acumen: Comfortable with software installation, configuration, and basic scripting.
• Analytical Thinking: Ability to dissect complex problems and devise step‑by‑step solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Time Management: Prioritize multiple tickets while meeting SLA targets.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Communication: Clear, concise, and professional in all interactions.

Career Growth & Learning Opportunities

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

• Advance to a Senior Support Engineer or Customer Success Manager role.
• Participate in product training sessions and obtain certifications in Salesforce and other industry tools.
• Lead cross‑functional projects that influence product development and customer experience.
• Attend industry conferences, webinars, and workshops to stay ahead of legal tech trends.
• Mentor new hires and share best practices within the support team.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and continuous learning. Our remote team is built on trust, clear communication, and a shared commitment to excellence. We celebrate wins, learn from setbacks, and encourage every team member to bring their authentic self to work.

Compensation, Perks, and Benefits

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Health, dental, and vision insurance with employer contributions.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work hours within PST or MST time zones.
• Home office stipend to ensure a productive remote workspace.
• Access to online learning platforms and a budget for professional development.

Ready to Make a Difference?

If you are passionate about technology, love helping people, and want to be part of a company that is redefining legal services, we want to hear from you. Join brighthush as a Remote Customer Support Specialist and play a pivotal role in empowering legal professionals worldwide.

Apply today and start your journey with brighthush—where your expertise meets purpose, and every client interaction is an opportunity to create lasting impact.