Remote Customer Support Specialist – Wealth‑Tech SaaS Solutions at brighthush, $60k–$80k, 100% Remote, Full‑Time

About brighthush and the Wealth‑Tech Revolution

At brighthush, we’re redefining how financial advisors connect with their clients. Our cutting‑edge CRM platform empowers advisors to streamline workflows, automate client onboarding, and deliver personalized financial guidance—all from a single, cloud‑native dashboard. As the wealth‑tech sector continues to accelerate, we’re on a mission to democratize access to sophisticated financial tools, enabling advisors of all sizes to thrive in a digital‑first world.

When you join brighthush, you become part of a dynamic, purpose‑driven team that values innovation, collaboration, and continuous learning. We’re a fully remote, distributed organization that embraces flexibility, diversity, and a culture of high performance. If you’re passionate about technology, customer success, and making a tangible impact on the financial industry, we want to hear from you.

Position Overview

We’re looking for a proactive, customer‑centric Remote Customer Support Specialist to serve as the first line of defense for our growing user base. In this role, you’ll resolve technical issues, guide users through onboarding, and help them leverage the full power of our platform. You’ll work closely with product, engineering, and sales teams to ensure a seamless experience for every advisor who relies on brighthush.

Key Responsibilities

• Ticket Management: Receive, triage, and prioritize support tickets via our help desk system, ensuring timely resolution based on urgency and impact.
• Multi‑Channel Support: Resolve issues through phone, email, live chat, video calls, and screen‑sharing sessions, tailoring communication style to each client’s preference.
• Documentation & Knowledge Base: Create, update, and maintain clear, concise documentation and FAQs to empower users and reduce repeat inquiries.
• Onboarding & Training: Guide new advisors through the onboarding process, from account setup to advanced feature adoption, ensuring a smooth transition.
• Product Feedback Loop: Capture user insights and collaborate with product management to drive continuous improvement of the platform.
• Escalation Management: Identify complex issues that require escalation, coordinate with engineering, and follow up to ensure resolution.
• Performance Metrics: Track and report on key support metrics (e.g., first‑contact resolution, ticket volume, customer satisfaction scores) to inform process improvements.

Essential Qualifications

• Minimum of 2 years of experience in SaaS customer support or technical support roles.
• Strong understanding of cloud services (AWS, Azure, GCP) and common web technologies (browsers, operating systems).
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
• Proficiency in using help desk platforms (e.g., Zendesk, Freshdesk) and collaboration tools (Slack, Teams).
• Demonstrated ability to manage multiple tickets simultaneously while maintaining high quality and accuracy.
• Current authorization to work in the United States without the need for sponsorship.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.

Preferred Qualifications

• Experience in the financial services or wealth‑tech industry.
• Knowledge of CRM systems and financial advisory workflows.
• Familiarity with API integrations and data migration processes.
• Experience with video conferencing and screen‑sharing tools (Zoom, Teams).
• Previous involvement in building or maintaining knowledge bases and support documentation.

Core Skills & Competencies

• Technical Aptitude: Quick learner of new software, comfortable troubleshooting across multiple platforms.
• Customer Empathy: Ability to understand user pain points and deliver solutions that exceed expectations.
• Problem‑Solving: Analytical mindset to diagnose issues, identify root causes, and propose effective fixes.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a fast‑paced environment.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and contributing to product enhancements.
• Adaptability: Thrive in a constantly evolving tech landscape and embrace change with a growth mindset.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Engineer or Support Team Lead role, taking on greater responsibility and mentorship.
• Transition into Product Management or Customer Success roles, leveraging your deep understanding of user needs.
• Participate in continuous learning programs, including certifications in cloud technologies, customer experience, and agile methodologies.
• Attend industry conferences, webinars, and workshops to stay ahead of trends in wealth‑tech and SaaS support.
• Contribute to internal knowledge‑sharing sessions, helping shape best practices across the organization.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values:

• Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your personal commitments.
• Collaboration: Daily stand‑ups, weekly team syncs, and open communication channels foster a sense of community.
• Innovation: A culture that encourages experimentation, continuous improvement, and data‑driven decision making.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Recognition: Regular shout‑outs, performance bonuses, and a transparent promotion process.

Compensation, Perks, and Benefits

We offer a competitive total rewards package designed to support your well‑being and professional growth:

• Base Salary: $60,000–$80,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to company and individual metrics.
• 401(k) Matching: 4% company match on employee contributions.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Remote Work Stipend: Monthly allowance for home office setup.
• Professional Development: Reimbursement for courses, certifications, and conferences.
• Employee Assistance Program: Confidential counseling and support services.
• Team Events: Quarterly virtual socials and annual in‑person retreats.

Why Join brighthush?

When you become part of brighthush, you’ll:

• Help shape the future of wealth‑tech, empowering advisors to deliver better client outcomes.
• Work with a passionate, high‑performing team that values your voice and ideas.
• Enjoy the freedom of a fully remote role with a healthy work‑life balance.
• Benefit from a comprehensive benefits package that supports your health, finances, and career.
• Grow professionally through mentorship, training, and clear advancement opportunities.

Ready to Make an Impact?

If you’re a customer‑first professional with a knack for technology and a desire to help financial advisors succeed, we’d love to hear from you. Apply today and join brighthush on our mission to transform wealth management through innovative SaaS solutions.