Remote Customer Support Specialist – SaaS & Higher Education Software – Brighthush

About Brighthush

Brighthush is a trailblazing AI‑native platform that empowers higher education institutions to streamline research, academic operations, and business continuity. Since our founding in 2014, we have grown into a vibrant team of 51‑200 professionals dedicated to delivering world‑class SaaS solutions that transform campus life. Our mission is simple: to give educators, administrators, and students the tools they need to thrive in an ever‑evolving digital landscape.

Why Join Brighthush?

At Brighthush, you’ll be part of a forward‑thinking culture that values curiosity, accountability, and a relentless focus on customer experience. We believe that every support interaction is an opportunity to build lasting relationships, influence product direction, and drive meaningful impact for our partners. If you thrive in a fast‑paced, remote environment and want to shape the future of higher education technology, Brighthush is the place for you.

Key Responsibilities

• Timely Ticket Resolution: Respond to incoming support tickets within our defined SLA, ensuring customers receive prompt, accurate assistance.
• Issue Prioritization: Evaluate severity, user impact, and customer relationship to rank tickets and allocate resources effectively.
• Root Cause Analysis: Investigate and troubleshoot customer issues, employing systematic problem‑solving techniques to identify underlying causes.
• Collaborative Escalation: Know when to seek help from engineering or product teams, and coordinate cross‑functional efforts to resolve complex problems.
• Clear Communication: Translate technical findings into concise, customer‑friendly responses that address all concerns.
• Product Mastery: Continuously deepen your knowledge of Brighthush’s evolving feature set to provide accurate, up‑to‑date support.
• Documentation & Knowledge Base: Contribute to the creation and maintenance of system documentation, FAQs, and troubleshooting guides for our support portal.
• Testing & Validation: Participate in retesting code fixes related to support tickets, ensuring that solutions are robust before release.
• Ownership & Follow‑Up: Take full ownership of tickets until resolution, proactively following up with stakeholders to confirm satisfaction.
• Process Improvement: Identify recurring issues and collaborate with product and engineering teams to implement long‑term fixes.
• Customer Advocacy: Capture and share customer feedback, pain points, and success stories to inform product roadmaps.

Essential Qualifications

• Minimum of 3 years’ experience supporting enterprise SaaS solutions, preferably in higher education.
• Strong understanding of higher education workflows, including research administration, academic operations, and business continuity.
• Proficiency with support platforms such as Zendesk, JIRA, or similar ticketing systems.
• Excellent written and verbal communication skills, with the ability to explain complex concepts in simple terms.
• Demonstrated ability to manage multiple priorities in a fast‑moving, remote environment.
• Experience working collaboratively with engineering and product teams to resolve technical issues.
• Self‑motivated, proactive, and resilient in the face of ambiguity.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Prior exposure to Brighthush’s platform or similar higher‑education SaaS products.
• Experience with AI language models (e.g., ChatGPT) or advanced analytics tools.
• Background in customer success or account management within higher education.
• Knowledge of compliance standards such as FERPA, GDPR, or similar data‑privacy regulations.
• Experience with project management tools like Asana or Trello.
• Fluency in multiple languages, especially those commonly used in higher‑education institutions.

Skills & Competencies

• Curiosity & Continuous Learning: A passion for exploring new technologies and staying ahead of industry trends.
• Strategic Thinking: Ability to align support initiatives with broader business goals.
• Empathy & Customer Focus: Listening actively to understand customer needs and delivering solutions that exceed expectations.
• Problem‑Solving: Strong analytical skills to diagnose issues quickly and propose effective solutions.
• Collaboration: Building trust across distributed teams and communicating clearly at all organizational levels.
• Adaptability: Thriving in a dynamic environment with shifting priorities and evolving product features.
• Ownership & Accountability: Taking responsibility for outcomes and following through until resolution.

Career Growth & Learning Opportunities

At Brighthush, we invest heavily in your professional development. You’ll have access to:

• Structured mentorship programs pairing you with senior engineers and product leaders.
• Regular training sessions on emerging technologies, industry best practices, and soft‑skill development.
• Opportunities to contribute to product roadmaps, influencing the direction of our platform.
• Clear career paths from Support Specialist to Technical Account Manager, Product Support Lead, or Customer Success Manager.
• Annual learning stipend to attend conferences, workshops, or pursue certifications.

Work Environment & Company Culture

Brighthush is a fully remote, inclusive workplace that celebrates diversity and encourages collaboration across time zones. Our culture is built on:

• Transparency: Open communication channels and regular all‑hands meetings keep everyone aligned.
• Flexibility: Flexible work hours and no strict office hours allow you to balance personal and professional commitments.
• Community: Virtual coffee chats, hackathons, and quarterly retreats foster camaraderie and shared learning.
• Recognition: A dedicated platform rewards outstanding contributions with meaningful incentives.
• Commitment to work‑life balance, with generous paid time off and no “use it or lose it” policy.

Compensation & Benefits

While specific salary ranges vary by experience and location, Brighthush offers a competitive compensation package that includes:

• Fully remote position with no expectation of returning to an office setting.
• 100% company‑paid medical and dental insurance.
• 401(k) plan with up to 4% company match.
• Paid maternity/parental leave.
• Unlimited flexible PTO—no accrual limits, no “use it or lose it.”
• Ongoing learning and skill development support.
• Recognition platform with meaningful incentives.
• Company retreats to connect, recharge, and collaborate.

How to Apply

Ready to make a difference in higher education technology? Click the link below to submit your application and join the Brighthush team. We look forward to exploring how your expertise can help us deliver exceptional support experiences to our partners worldwide.