Seasoned Customer Success & Technical Support Specialist – 9‑Month Remote Fixed‑Term Role Across UK & Ireland – Champion Client Satisfaction, Drive Product Innovation, and Shape the Future of Beauty SaaS at brighthush

About brighthush

brighthush is more than a SaaS platform – it’s a movement that empowers hair, beauty, and med‑spa professionals to thrive in a digital world. Founded in 2002 on a bustling salon reception desk, brighthush evolved from a simple text‑reminder tool into a comprehensive, AI‑driven ecosystem that handles bookings, payments, marketing, and team management. Today, we proudly serve over 155,000 practitioners worldwide, helping them grow their client base, streamline operations, and unlock the full potential of their teams.

As a Certified B Corp, brighthush balances profit with purpose. A significant portion of the company is owned by our dedicated brighthushers, ensuring that every milestone is shared by all stakeholders. We thrive on innovation, customer obsession, and a culture that celebrates diversity, inclusion, and continuous learning. Whether you’re a seasoned professional or a fresh talent, brighthush offers a collaborative environment where your ideas can shape the future of beauty and wellness technology.

Why This Role Is a Game‑Changer

We’re on a rapid growth trajectory and need a passionate Customer Support Specialist to help us keep our clients happy, engaged, and growing. This role offers a unique blend of technical problem‑solving, product advocacy, and cross‑functional collaboration—all within a supportive, remote environment that values work‑life balance.

Key highlights

• Fixed‑term contract of 9 months with the potential for extension based on performance.
• Remote work across Northern Ireland, Ireland, and the UK.
• Opportunity to become a product expert in a fast‑moving SaaS ecosystem.
• Direct influence on product development through real‑time customer feedback.
• Competitive compensation, comprehensive benefits, and a culture that rewards innovation.

What You’ll Do Every Day

As a Customer Support Specialist at brighthush, you will be the frontline champion of our clients’ success. Your day will be dynamic, fast‑paced, and deeply rewarding.

• Own the end‑to‑end resolution of technical and service‑related queries, handling an average of 17+ tickets per day while maintaining a high quality of service.
• Serve as the primary point of contact for customers, ensuring clear, empathetic, and solution‑focused communication that turns frustration into delight.
• Develop deep product knowledge across all modules, enabling you to diagnose issues quickly and provide actionable guidance that keeps clients productive.
• Escalate complex problems to engineering, product, and marketing teams, acting as the voice of the customer in internal discussions and ensuring that solutions are aligned with user needs.
• Participate in beta testing of new features, bug fixes, and process improvements, providing candid feedback that shapes future releases.
• Maintain accurate logs, issue reports, and knowledge‑base articles, supporting knowledge sharing across the organization and reducing future ticket volume.
• Collaborate with cross‑functional teams—Marketing, E‑commerce, Mobile— to align product decisions with customer needs and market trends.
• Track and meet performance metrics, including a target of 17+ tickets closed per day and high customer satisfaction scores.
• Engage in continuous learning, attending product training sessions, industry webinars, and internal workshops to stay ahead of the curve.

Essential Qualifications

We’re looking for candidates who bring:

• 3+ years of proven experience in customer support roles, preferably in a SaaS environment.
• 1+ year of hands‑on technical support experience, troubleshooting software and cloud‑based solutions.
• Exceptional problem‑solving skills, with a track record of turning complex issues into clear, actionable solutions.
• Strong written and verbal communication abilities, capable of translating technical jargon into customer‑friendly language.
• Excellent prioritisation skills, managing competing priorities while maintaining high quality service.
• Self‑motivation and a proactive mindset, thriving both independently and within a collaborative team.
• Commitment to continuous improvement, staying current with industry trends and product updates.

Preferred Qualifications

These additional strengths will set you apart:

• Experience supporting cloud‑based SaaS products.
• Proficiency with support tools such as Zendesk, Aircall, and Slack.
• Interest in the hair, beauty, and med‑spa industry, with a passion for helping professionals succeed.
• 1+ year of support experience in a SaaS environment.

Skills & Competencies You’ll Need

Success in this role requires a blend of technical acumen and soft skills:

• Technical troubleshooting: diagnosing software, connectivity, and integration issues.
• Customer empathy: listening actively, validating concerns, and delivering personalized solutions.
• Product advocacy: translating customer pain points into actionable product feedback.
• Time management: juggling high ticket volumes while maintaining accuracy.
• Collaboration: working seamlessly with engineering, product, and marketing teams.
• Adaptability: thriving in a fast‑paced, evolving SaaS environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. Your journey with us will include:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular performance reviews with actionable development plans.
• Access to an extensive learning library, including LinkedIn Learning, internal workshops, and industry conferences.
• Opportunities to transition into product management, engineering, or sales roles based on your interests and strengths.
• Recognition programs that celebrate high performers and innovative ideas.

Work Environment & Culture at brighthush

brighthush is a vibrant, inclusive community that values:

• Remote flexibility: work from anywhere in Northern Ireland, Ireland, or the UK.
• Transparent communication: open channels across all levels, fostering trust and collaboration.
• Employee ownership: 25% of the company is owned by our team, ensuring everyone’s voice matters.
• Well‑being focus: private healthcare, wellness days, and an employee assistance program.
• Community impact: as a Certified B Corp, we actively contribute to social and environmental causes.

Compensation, Perks, and Benefits

While the exact figures depend on experience, brighthush offers:

• Competitive salary aligned with industry standards for SaaS support roles.
• Employee Share Purchase Scheme, allowing you to invest in the company’s future.
• Comprehensive pension plan and life assurance.
• Income protection and enhanced maternity/paternity benefits.
• Well‑being perks: private healthcare, 2 wellness days, a free online GP service, and an employee assistance program.
• Transportation support: bike‑to‑work scheme and tax‑saver transport tickets.
• Specialised leave: 2 weeks for fertility treatment, pregnancy loss, and menopause support.
• Moving support: 3 moving days for relocation within the UK or Ireland.
• Learning budget: access to online courses, conferences, and internal development programs.

How to Apply

Ready to bring your expertise to brighthush and help shape the future of beauty and wellness SaaS? Click the link below to submit your application and join a team that values innovation, customer success, and personal growth.

Apply to brighthush Today

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you meet most of the qualifications but are missing a few, we encourage you to apply—we’re excited to explore how your unique experience can contribute to our mission.