Remote Customer Support Specialist – Technical Support & Troubleshooting Expert for Digital Automotive Marketplace at brighthush

About brighthush and the Digital Automotive Marketplace

brighthush is not just a company; it’s a movement that’s reshaping the very fabric of automotive wholesale. Founded in 1997, we pioneered a digital marketplace that connects dealers, manufacturers, and logistics partners in real‑time, eliminating the friction that once plagued the industry. Today, brighthush stands as a publicly traded, global powerhouse that blends cutting‑edge data analytics, AI‑driven pricing tools, and a frictionless user experience to empower dealers to make smarter, faster decisions.

Our platform is more than a marketplace—it’s an ecosystem that thrives on innovation, customer obsession, and relentless improvement. We invest heavily in technology, customer experience, and talent development, ensuring that every stakeholder—from the dealer on the front line to the data scientist behind the scenes—has the tools and support they need to succeed.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the United States with flexible hours that fit your lifestyle.
• Impactful Role: Your work directly influences dealer satisfaction, platform reliability, and the overall success of our marketplace.
• Growth Opportunities: Fast‑track your career with access to cross‑functional projects, leadership training, and mentorship from senior engineers and product managers.
• Competitive Compensation: We offer a comprehensive benefits package, including health, dental, vision, retirement plans, and generous paid time off.
• Inclusive Environment: brighthush values diversity, equity, and inclusion, fostering a culture where every voice is heard and every idea is considered.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for our dealer community. Your role blends technical troubleshooting, proactive product improvement, and educational outreach. You will:

• Diagnose and resolve complex technical and application issues reported by dealers, ensuring minimal downtime and maximum satisfaction.
• Document every interaction and solution in Salesforce, maintaining a knowledge base that supports future support agents and product teams.
• Collaborate with product, engineering, and quality assurance teams to identify recurring pain points and recommend enhancements.
• Deliver clear, concise, and actionable guidance to dealers on best practices for using brighthush’s suite of tools.
• Act as a subject matter expert in the creation and refinement of training materials, onboarding guides, and FAQ content.
• Analyze support metrics (e.g., ticket volume, resolution time, customer satisfaction scores) to identify trends and opportunities for process improvement.
• Escalate high‑priority or complex issues to senior technical teams, ensuring timely resolution and follow‑up communication with the customer.
• Stay current on industry regulations, state and federal compliance requirements, and emerging automotive technology trends.
• Participate in continuous learning initiatives, including webinars, certifications, and internal knowledge sharing sessions.
• Maintain a professional, empathetic, and solution‑focused demeanor when interacting with VIP dealers and high‑value accounts.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent professional experience.
• Minimum of 2 years of customer service or contact center experience, preferably in a technical or SaaS environment.
• Strong foundational knowledge of automotive industry terminology, dealer workflows, and wholesale vehicle transactions.
• Proven ability to troubleshoot hardware, software, and network issues across multiple platforms.
• Excellent verbal and written communication skills, with the capacity to explain complex concepts in simple terms.
• Demonstrated proficiency with Salesforce, Five9, Slack, Google Workspace, and other collaboration tools.
• Experience with web crawling, data extraction, or search engine optimization is a plus.
• Familiarity with state, local, and federal regulations that impact automotive wholesale operations.
• Strong analytical mindset, with the ability to interpret data, identify root causes, and propose actionable solutions.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience working in a high‑volume, remote support environment for a SaaS or marketplace platform.
• Knowledge of API integrations, RESTful services, and basic scripting (Python, JavaScript).
• Previous exposure to automotive data feeds, VIN decoding, or vehicle history reports.
• Certifications such as Salesforce Administrator, ITIL Foundation, or CompTIA A+.
• Fluency in additional languages (Spanish, French, Mandarin) to support a global dealer base.

Core Competencies & Skills

• Technical Troubleshooting – Rapid diagnosis and resolution of complex issues.
• Customer Advocacy – Champion the dealer’s perspective in all interactions.
• Product Knowledge – Deep understanding of brighthush’s platform and its evolving features.
• Communication – Clear, concise, and empathetic communication across channels.
• Collaboration – Work effectively with cross‑functional teams (Engineering, Product, Marketing).
• Data‑Driven Decision Making – Use metrics and analytics to inform improvements.
• Continuous Learning – Proactively seek new knowledge and skill development.
• Time Management – Prioritize tasks and meet deadlines in a remote setting.
• Adaptability – Thrive in a dynamic, rapidly changing environment.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior engineers and product leads.
• Internal training modules covering advanced Salesforce administration, API integration, and automotive data standards.
• Cross‑departmental projects that expose you to product development, data science, and business strategy.
• Annual tuition reimbursement for accredited courses and certifications.
• Leadership development tracks for high‑potential employees aiming for team lead or product manager roles.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from any U.S. location while staying connected to a vibrant, collaborative community. We foster:

• Weekly virtual coffee chats and monthly all‑hands meetings to keep everyone aligned.
• Open communication channels via Slack, Microsoft Teams, and dedicated project boards.
• A culture of psychological safety where ideas are welcomed and constructive feedback is the norm.
• Regular hackathons and innovation challenges that encourage creative problem‑solving.
• Volunteer days and community service initiatives that allow you to give back while building team bonds.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Health, dental, and vision insurance with employer contributions.
• Immediate vesting 401(k) plan with company match.
• Flexible paid time off, including vacation, personal, and sick days.
• Paid maternity and paternity leave.
• Short‑term and long‑term disability coverage, life insurance, and accidental death & dismemberment.
• Robust Employee Assistance Program (EAP) for mental health and well‑being.
• Annual tuition reimbursement for eligible professional development programs.
• Company‑sponsored volunteer days and community outreach events.
• Access to wellness programs, gym memberships, and mental health resources.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving tech environment, and want to be part of a company that’s reshaping the automotive wholesale landscape, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team where your expertise will drive real impact.