Remote Customer Support Specialist – SaaS & B2B Insurance Platform – Drive Client Success at brighthush
About brighthush
brighthush is a forward‑thinking technology partner that empowers independent insurance agencies to thrive in a digital world. Since our founding in 2009, we have helped agencies streamline operations, enhance customer engagement, and unlock new revenue streams through our cloud‑based platform. Our mission is simple: make insurance smarter, faster, and more customer‑centric. With a dedicated team of 51‑200 professionals, we operate on a remote‑first model that values flexibility, collaboration, and continuous learning. Whether you’re a seasoned tech professional or a fresh talent eager to make an impact, brighthush offers a vibrant environment where your contributions directly shape the future of the insurance industry.
Why This Role Matters
As a Remote Customer Support Specialist, you will be the frontline advocate for our agency partners. Your expertise will ensure that our platform delivers seamless, reliable service, turning complex technical challenges into simple, user‑friendly solutions. In a world where digital experience is a key differentiator, your role will directly influence customer satisfaction, retention, and the overall success of our partners.
Role Overview
We’re looking for a proactive, empathetic, and technically savvy individual to join our support team. You will manage support tickets across chat, phone, and email, troubleshoot SaaS product issues, and collaborate with cross‑functional teams to continuously improve our service delivery. This is a fully remote position open to U.S. candidates, offering the flexibility to work from anywhere while maintaining a strong connection to our global community.
Key Responsibilities
- Respond to and manage support tickets through chat, phone, and email with accuracy, professionalism, and a customer‑first mindset.
- Diagnose and resolve SaaS product issues related to the brighthush platform, ensuring minimal downtime for agency partners.
- Log all activity in Freshdesk, maintaining complete, accurate client histories that serve as a single source of truth.
- Partner with onboarding, training, and product teams to resolve complex issues quickly and to share best practices.
- Identify recurring problems, analyze root causes, and provide actionable insights that drive system improvements and elevate the customer experience.
- Contribute to internal knowledge resources, refine canned responses, and develop troubleshooting guides to boost team efficiency.
- Meet or exceed response and resolution time SLAs, ensuring that every client interaction reflects brighthush’s commitment to excellence.
- Maintain high standards for customer satisfaction and quality assurance, consistently gathering feedback and implementing improvements.
Essential Qualifications
- Minimum of 2 years’ experience in SaaS or tech support, ideally within a B2B environment.
- Strong written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance.
- Proven troubleshooting talent—an innate knack for diagnosing and resolving web‑based software issues.
- Hands‑on familiarity with Freshdesk, Slack, Zoom, and Google Workspace.
- Self‑motivated and capable of working independently in a fast‑paced, remote‑first team.
- Experience in the insurance industry or with AMS platforms is highly desirable.
Preferred Qualifications
- Prior experience supporting a SaaS platform used by independent agencies or brokers.
- Knowledge of insurance workflows, policy administration, and compliance requirements.
- Experience with data analytics tools or CRM systems that enhance customer support workflows.
- Certifications in customer support, ITIL, or related fields.
- Fluency in multiple languages, especially Spanish, to serve a diverse client base.
Skills & Competencies
- Technical proficiency: Comfortable navigating web applications, understanding API integrations, and using diagnostic tools.
- Problem‑solving mindset: Able to think critically, break down complex issues, and devise effective solutions.
- Customer‑centric attitude: Passionate about delivering exceptional service and turning challenges into opportunities.
- Collaboration: Skilled at working with cross‑functional teams—product, engineering, onboarding, and training—to achieve shared goals.
- Time management: Efficiently prioritize tickets, manage multiple tasks, and meet SLA targets.
- Continuous learning: Eager to stay updated on industry trends, new features, and best practices in customer support.
Career Growth & Learning Opportunities
- Structured mentorship program pairing you with senior support engineers and product leaders.
- Access to ongoing training modules covering advanced troubleshooting, product updates, and industry insights.
- Clear career ladder: Opportunities to advance into senior support roles, team lead positions, or product management tracks.
- Participation in cross‑departmental projects that influence product roadmap and customer experience strategy.
- Regular performance reviews with actionable feedback and personalized development plans.