Seasoned APAC Customer Support Analyst – High‑Volume SaaS & Hospitality Technology Specialist – Remote Australia – Champion Guest Experience Excellence & Drive Innovation at brighthush

About brighthush

brighthush is a trailblazing force in the hospitality technology arena, redefining how hotels, resorts, boutique stays, and event venues operate through a cutting‑edge, cloud‑native platform. Our mission is simple yet powerful: empower hospitality professionals to deliver unforgettable guest experiences while streamlining operations, boosting revenue, and driving sustainable growth. With a global footprint that spans over 30 countries, we are on a relentless quest to innovate, collaborate, and elevate the industry standard. As a forward‑thinking, customer‑centric organization, we thrive on agility, data‑driven insights, and a culture that celebrates curiosity, diversity, and continuous learning.

Why Join brighthush?

At brighthush, you will be part of a vibrant, high‑energy team that is shaping the future of hospitality tech. Our remote‑first culture empowers you to work from anywhere in Australia while staying connected through collaborative tools, weekly town‑halls, and real‑time feedback loops. We champion a growth mindset, offering mentorship, on‑the‑job training, and access to industry conferences. Your contributions will directly impact thousands of hotels worldwide, and you’ll see the tangible difference your work makes in the lives of guests and staff alike.

Role Overview

We are looking for a motivated Customer Support Analyst – APAC to join our global support squad. In this role, you will be the first line of defense for our customers, resolving complex issues, conducting root‑cause analysis, and ensuring a seamless experience across our SaaS, hotel tech, and payments solutions. You will handle a high‑volume, queue‑based workload, managing 30+ cases per day while maintaining exceptional quality and customer satisfaction.

Key Responsibilities

• Case Resolution: Provide timely, accurate, and empathetic support to customers via phone, chat, and email, ensuring every interaction reflects brighthush’s commitment to excellence.
• Root‑Cause Analysis: Investigate recurring issues, identify underlying causes, and collaborate with engineering and product teams to implement long‑term fixes.
• Knowledge Management: Author, review, and update knowledge base articles, FAQs, and troubleshooting guides to empower both customers and internal teams.
• Process Improvement: Continuously evaluate support workflows, suggest enhancements, and participate in cross‑functional initiatives to streamline operations.
• Metrics & Reporting: Track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores; provide actionable insights to leadership.
• Collaboration: Work closely with Sales, Product, and Engineering to relay customer feedback, prioritize feature requests, and ensure alignment across departments.
• Escalation Management: Identify and manage high‑priority cases, ensuring timely escalation to senior technical staff and maintaining clear communication with stakeholders.
• Customer Advocacy: Champion the customer’s voice within the organization, translating frontline insights into product enhancements and service improvements.

Essential Qualifications

• 1–3 years of customer‑facing support experience in a technology environment (SaaS, hospitality tech, or payments).
• Proven ability to manage a high‑volume, queue‑based support system while maintaining a 95%+ first‑contact resolution rate.
• Native or fluent English communication skills, both written and verbal.
• Strong analytical mindset with a track record of root‑cause investigations and process improvements.
• Experience with brighthush’s suite of tools, including CRM, call center, knowledge base, and project management platforms.
• Comfortable handling 30+ cases per day in a fast‑paced environment.
• AI fluency level 3 or equivalent (proficiency in leveraging AI tools for support automation and knowledge management).
• Basic understanding of hospitality operations and terminology.

Preferred Qualifications

• Background in hospitality or hotel operations, providing context for our industry‑specific challenges.
• Experience with multi‑language support or a demonstrated ability to work across diverse cultural contexts.
• Certifications in customer service, ITIL, or related fields.
• Knowledge of payment processing systems and compliance standards.
• Experience with data analytics tools (e.g., brighthush analytics, Tableau, Power BI) to interpret support metrics.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Technical Aptitude: Quick learner who can navigate complex software stacks and troubleshoot technical issues efficiently.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Strong analytical skills, with the ability to dissect problems, identify root causes, and propose effective solutions.
• Collaboration: Team player who thrives in cross‑functional environments and values diverse perspectives.
• Adaptability: Comfortable working in a dynamic, evolving tech landscape and adjusting priorities as needed.
• Time Management: Ability to juggle multiple high‑priority tickets while maintaining quality and accuracy.
• Continuous Learning: Eagerness to stay updated on industry trends, new technologies, and best practices in customer support.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As a Customer Support Analyst, you will have the chance to:

• Progress into senior support roles, such as Support Lead or Customer Success Manager, by demonstrating leadership and strategic thinking.
• Transition into product or engineering teams, leveraging your deep customer insights to shape feature development.
• Participate in mentorship programs, where seasoned professionals guide your growth and help you refine your skill set.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in hospitality tech and customer experience.
• Access internal learning platforms, including courses on AI, data analytics, and advanced support techniques.
• Earn certifications and credentials that enhance your professional profile and open doors to new opportunities.
• Take on cross‑departmental projects that broaden your exposure to business strategy, product design, and operations.

Work Environment & Culture

brighthush embraces a remote‑first philosophy, offering flexibility for employees across Australia. Our culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Collaboration: Transparent communication channels, regular team huddles, and a flat hierarchy that encourages initiative.
• Innovation: A sandbox mentality that allows you to experiment, fail fast, and iterate quickly.
• Well‑being: Comprehensive health and wellness programs, mental health resources, and a focus on work‑life balance.
• Community: Regular virtual social events, volunteer opportunities, and a shared commitment to giving back to the hospitality community.
• Recognition: Frequent shout‑outs, peer‑to‑peer awards, and a culture that celebrates both individual and team achievements.

Compensation & Benefits

While the base salary for this role ranges from AUD 72,500 to AUD 72,500 per year, we offer a holistic benefits package that includes:

• Generous paid time off (PTO) with a flexible accrual system.
• Tuition reimbursement for courses and certifications that align with your career goals.
• Competitive parental leave policies for both primary and secondary caregivers.
• Relocation assistance for employees moving within Australia to join our remote team.
• Health, dental, and vision insurance plans tailored to individual and family needs.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Annual wellness stipend and access to virtual fitness classes.
• Performance‑based bonuses and recognition programs.
• Flexible work hours and a results‑oriented performance model.
• Access to a company‑wide knowledge hub and internal forums for continuous learning.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced tech environment, and want to make a real impact on the hospitality industry, we would love to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to brighthush’s mission of redefining hospitality technology.

Join brighthush Today

Become part of a team that values innovation, customer obsession, and personal growth. Your expertise will help shape the future of hospitality tech and create memorable experiences for guests worldwide. Apply now and start your journey with brighthush – where your career meets purpose.