Seasoned Customer Success Support Specialist – Delivering Exceptional Service & Technical Excellence at brighthush

About brighthush

brighthush is a pioneering technology company that designs, manufactures, and markets cutting‑edge safety solutions for industrial environments. From its origins in the underground coal mining sector, brighthush has expanded its footprint across a wide spectrum of industries—including construction, manufacturing, and energy—both in the United States and around the globe. Our mission is simple: to protect people through innovation. By combining advanced engineering with a relentless focus on customer experience, we empower our clients to operate safely, efficiently, and confidently.

Why Join brighthush?

At brighthush, you’ll be part of a collaborative, growth‑oriented culture that values curiosity, accountability, and continuous improvement. We invest heavily in our people, offering robust learning pathways, mentorship programs, and a clear career ladder that rewards performance and initiative. Whether you’re a seasoned professional or just starting your career, brighthush provides the tools, resources, and support you need to thrive.

Position Overview

We are seeking an experienced Customer Success Support Specialist to join our dynamic Customer Success team in Newburgh, IN. This role is pivotal in ensuring that every brighthush customer receives timely, accurate, and empathetic support across multiple channels. You will collaborate closely with the RMA, Sales, Technical Support, and Customer Success departments to resolve complex issues, drive customer satisfaction, and contribute to continuous process improvement.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via phone, email, chat, and other digital platforms with professionalism and efficiency.
• Issue Diagnosis & Resolution: Quickly identify root causes of product or service problems, leveraging technical knowledge and troubleshooting skills to deliver effective solutions.
• Documentation & Record‑Keeping: Maintain meticulous records of all customer interactions, resolutions, and follow‑ups in the customer support database. Perform document scans for RMA and Customer Success workflows.
• Product Expertise: Stay current on brighthush’s product portfolio, service offerings, and internal processes to provide accurate guidance and support.
• Customer Satisfaction: Proactively conduct satisfaction surveys via phone or email, capturing feedback to inform service enhancements.
• Cross‑Functional Collaboration: Partner with RMA, Sales, Technical Support, and other stakeholders to resolve escalated issues and recommend process improvements.
• Reporting & Analytics: Track key customer success metrics, generate regular reports, and present insights to leadership.
• Administrative Support: Perform clerical tasks, maintain records, and assist with office duties related to customer support operations.
• Escalation Management: Identify unresolved issues and elevate them to the appropriate team or manager for timely resolution.
• Continuous Improvement: Participate in ongoing training, process reviews, and initiatives aimed at enhancing customer experience.

Essential Qualifications

• High school diploma or equivalent (college coursework or a bachelor’s degree is a plus).
• Minimum of 2 years of experience in customer service, technical support, or a related field.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience using CRM platforms such as Salesforce.
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• Excellent problem‑solving and troubleshooting abilities, with a methodical approach to diagnosing issues.
• Demonstrated ability to multitask, prioritize, and meet deadlines in a fast‑paced environment.
• Detail‑oriented mindset with exceptional organizational skills.
• Positive, customer‑focused attitude and a genuine desire to help others.
• Ability to work independently as well as collaboratively within a team.
• Strong time‑management skills and a track record of meeting or exceeding performance targets.

Preferred Qualifications

• Experience in the industrial safety or manufacturing sector.
• Knowledge of RMA processes and logistics.
• Familiarity with data analytics tools or reporting dashboards.
• Experience with additional CRM systems beyond Salesforce.
• Previous exposure to remote or hybrid work environments.

Skills & Competencies

• Communication: Clear, concise, and professional communication across all channels.
• Technical Aptitude: Ability to understand and explain product functionalities and technical concepts.
• Customer Empathy: A genuine focus on understanding customer needs and delivering solutions that exceed expectations.
• Analytical Thinking: Ability to analyze data, identify trends, and recommend actionable improvements.
• Collaboration: Strong teamwork skills and the ability to build relationships across departments.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving priorities.
• Resilience: Maintaining composure and professionalism under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is integral to our collective success. As a Customer Success Support Specialist, you will have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on product updates, industry trends, and customer service best practices.
• Cross‑functional projects that expose you to RMA, Sales, and Technical Support operations.
• Clear promotion pathways to roles such as Senior Support Specialist, Team Lead, or Customer Success Manager.
• Opportunities to contribute to process improvement initiatives and influence company‑wide strategies.

Work Environment & Culture

Our Newburgh, IN office is a climate‑controlled, collaborative workspace designed to foster creativity and teamwork. While this position is not remote, you will enjoy a supportive environment that values work‑life balance, open communication, and a culture of recognition. You’ll be part of a team that celebrates successes, learns from challenges, and continuously strives to deliver the best possible experience for our customers.

Compensation & Benefits

Competitive Salary: We offer a market‑competitive base salary commensurate with experience and performance.

Comprehensive Benefits Package

• First‑day coverage for medical, dental, and vision insurance (no waiting period).
• On‑site health clinic for quick access to medical care.
• Basic Life Insurance (2× annual base salary) at no cost.
• Optional Life and Accidental Death & Dismemberment (AD&D) insurance.
• Short‑Term and Long‑Term Disability insurance (no cost).
• 401(k) plan with up to an 8% company match.
• Flexible Spending Accounts (FSA) for Health Care and Dependent Care.
• 10 paid annual holidays plus vacation time.
• Educational Reimbursement Program and Scholarship Program to support continued learning.
• Optional gym membership to promote health and wellness.

Physical & Working Conditions

The role is based in a climate‑controlled office setting. Employees may occasionally stand, walk, stoop, or crouch, and may need to lift or move up to 10 pounds. Vision requirements include close, distance, color, peripheral, and depth perception, as well as the ability to adjust focus. Reasonable accommodations are available to support employees with disabilities.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a collaborative environment, and want to contribute to a company that values safety and innovation, we encourage you to apply today. Join brighthush and help us keep people safe while advancing your career in a supportive, forward‑thinking organization.