Seasoned Customer Support Specialist – APAC Region – Animal Colony Management & SaaS Solutions at brighthush

About brighthush

brighthush is a leading innovator in the life‑science technology sector, delivering cutting‑edge animal colony management software that empowers researchers, laboratories, and animal facilities worldwide. With a mission to streamline research workflows, enhance data integrity, and support ethical animal use, brighthush has become the go‑to platform for institutions across the Asia‑Pacific region and beyond. Our culture is built on the core values of Every Voice Matters, Authenticity, Kindness, Curiosity, and Continuous Improvement, ensuring that every team member feels heard, respected, and inspired to make a difference.

Why This Role Matters

As the primary point of contact for our APAC customer base, you will be the trusted advocate who translates user needs into actionable insights for our product and development teams. Your work will directly influence the evolution of our software, improve customer satisfaction, and strengthen brighthush’s reputation as a customer‑centric organization. If you thrive on problem‑solving, building relationships, and driving continuous improvement, this role offers a unique blend of technical support, community engagement, and strategic influence.

Key Responsibilities

Customer Support – Your Core Focus

• Serve as the first line of support for tick@lab users across APAC, resolving inquiries submitted through our web‑based portal.
• Own the entire customer communication lifecycle: acknowledge receipt, triage, prioritize, and close tickets while maintaining service level commitments.
• Escalate complex issues to Technical Support, Product, or Development teams, ensuring timely resolution and clear follow‑up.
• Maintain meticulous ticket records, update customers on progress, and document solutions in the tick@lab support hub.

Regional Customer Care & Community Leadership

• Conduct regular check‑ins with assigned customers to review open items, gather feedback, and identify upsell or cross‑sell opportunities.
• Host quarterly virtual APAC community meetings, showcasing new features, best practices, and fostering peer learning.
• Collaborate with the Customer Success Manager and Project Leads to design and deliver targeted training sessions for clients.
• Plan and support the biennial APAC User Group Meeting, coordinating logistics, agenda, and speaker line‑ups.
• Stay current on regional regulatory requirements (e.g., Australian Code for the Care and Use of Animals for Scientific Purposes, New Zealand regulations) and incorporate them into support practices and community events.

Strategic Advocacy & Continuous Improvement

• Act as the voice of APAC customers in cross‑functional meetings, translating user feedback into product enhancements.
• Track feature requests, monitor implementation progress, and communicate outcomes back to the community.
• Build strong relationships with global Support, Product, Development, and Sales teams to ensure alignment on customer priorities.
• Own your onboarding and ongoing training, including in‑person sessions with the US support team and internal knowledge‑sharing workshops.

Essential Qualifications

• Bachelor of Science in Biology or a related life‑science discipline.
• Minimum of one year in a customer‑facing role within research, laboratory, or facility environments.
• Demonstrated ability to learn new software quickly and troubleshoot user issues with analytical rigor.
• Excellent written and verbal communication skills, capable of explaining technical concepts to diverse audiences.
• Calm, confident demeanor when managing escalations and advocating for customers.
• Experience facilitating virtual meetings and building relationships with institutional leadership.
• Strong organizational skills, attention to detail, and the capacity to prioritize a dynamic workload.
• Self‑sufficient work style, with sound judgment on when to resolve, elevate, or seek guidance.

Highly Regarded Experience

• Background in animal research, such as animal technician, colony manager, or laboratory animal facility roles.

Desirable Skills & Knowledge

• Experience supporting SaaS or technology products in a customer‑support capacity.
• Familiarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and interactions with Animal Ethics Committees.
• Knowledge of regulatory frameworks in New Zealand and other APAC jurisdictions, or a proven ability to acquire such knowledge swiftly.
• Experience with colony management, laboratory information management systems (LIMS), or similar database platforms.

Working Arrangements

• Location: Fully remote, based in Melbourne or southern Australia (AEST/AEDT). Preference for candidates within this region to align with most APAC customers.
• Schedule: Flexible hours with early‑morning syncs (7:00 AM AEST/AEDT) with US and EU teams, typically one to two mornings per week. Hours can be adjusted to accommodate these commitments.
• Travel: Up to 10% of the time, including domestic and international trips for customer visits, the biennial APAC User Group Meeting, and in‑person training or team gatherings.
• Employment: Full‑time, direct hire through brighthush’s Australian employment partner, with benefits aligned to Australian employment standards.
• Work Rights: Must hold full working rights in Australia.

Compensation & Benefits

Competitive salary range of $85,000–$100,000 AUD per year, plus superannuation, commensurate with qualifications and experience. In addition to base pay, brighthush offers:

• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off and a generous parental leave policy.
• Professional development budget for conferences, certifications, and training.
• Employee stock purchase plan and performance‑based bonuses.
• Well‑being initiatives such as virtual fitness classes, mental health resources, and a supportive peer network.
• Annual company‑wide retreats and regional meet‑ups to foster collaboration and community.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by continuous learning and cross‑functional exposure. As you master customer support, you will:

• Progress into senior support or account management roles, overseeing larger portfolios and more complex projects.
• Transition into product management or customer success leadership, leveraging your deep understanding of user needs.
• Lead regional initiatives, such as expanding the APAC community, designing new training programs, or spearheading regulatory compliance projects.
• Participate in mentorship programs, both as a mentee and later as a mentor, fostering a culture of knowledge sharing.

Culture & Values at brighthush

Our culture is defined by:

• Every Voice Matters: Inclusive decision‑making where all team members can contribute ideas.
• Authenticity: Encouraging genuine self‑expression and transparency.
• Kindness: A supportive environment where empathy and respect guide interactions.
• Curiosity: Continuous learning, experimentation, and a passion for discovery.
• Continuous Improvement: A commitment to leaving every interaction better than we found it.

We celebrate diversity through year‑round heritage and inclusion events, and we give back through the brighthush Gives program, supporting local communities and global research initiatives.

How to Apply

If you are ready to become the trusted advocate for APAC researchers, drive product innovation, and thrive in a collaborative, values‑driven environment, we encourage you to apply today. Join brighthush and help shape the future of animal colony management.