Seasoned Customer Support Specialist – SaaS & Climate Impact Solutions – APAC Region – brighthush
About brighthush
At brighthush, we’re on a mission to empower businesses to become Forever Companies—organizations that create lasting value while reducing environmental impact and elevating social performance. In a world where climate change is the defining challenge of our era, we believe that technology can be the catalyst for meaningful change. Our platform maps climate and ESG data across entire organizations, enabling companies to track, disclose, and take decisive action. By turning sustainability into a competitive advantage, brighthush helps businesses build audit‑ready programs that contribute to a more resilient and equitable future.
Why Join brighthush?
We’re a fast‑growing, international SaaS company that blends cutting‑edge technology with a deep commitment to planetary stewardship. Our hybrid work model spans offices in France (Paris, Montpellier), the United Kingdom (London), and the United States (Denver), giving you the flexibility to balance personal and professional life while staying genuinely connected with a diverse, global team. As a certified B Corporation, brighthush is dedicated to creating businesses that benefit everyone—customers, employees, communities, and the planet.
Role Overview
As a Customer Support Specialist at brighthush, you will be the frontline advocate for our customers as they navigate their climate and sustainability journey on our SaaS platform. You’ll provide timely, high‑quality support through our help center and multiple support channels, building lasting relationships with users across the APAC region and beyond. You’ll collaborate closely with Product, Engineering, Delivery, and Customer Success teams to resolve technical challenges, gather feedback, and continuously improve the customer experience.
Key Responsibilities
- Issue Resolution & Escalation Management – Monitor, triage, and resolve customer tickets, including technical problems, incidents, and escalations, ensuring a swift and satisfactory resolution.
- Proactive Customer Engagement – Reach out to customers to conduct in‑depth investigations, clarify concerns, and provide actionable guidance.
- Cross‑Functional Collaboration – Work hand‑in‑hand with Product, Engineering, Delivery, and Customer Success to address domain‑specific questions and technical challenges.
- Self‑Service Content Development – Contribute to the creation and maintenance of knowledge base articles, automated workflows, and AI‑powered support tools that empower customers to solve problems independently.
- Voice of the Customer – Gather, analyze, and communicate customer feedback across the organization, influencing product roadmap and service improvements.
- Customer Satisfaction & NPS Improvement – Drive initiatives that enhance CSAT and NPS scores, ensuring a consistently positive customer experience.
- Process & Workflow Optimization – Identify opportunities to streamline support processes, improve ticket handling efficiency, and adopt new tools.
- Accurate Documentation – Maintain clear, up‑to‑date case records and provide timely updates to customers throughout the support lifecycle.
- Complex B2B SaaS Support – Assist customers with intricate organizational structures and reporting needs, ensuring their unique requirements are met.
- Onboarding & Training Participation – Engage in onboarding and training sessions, including those scheduled during European/US business hours, to stay current on product updates and support best practices.
Essential Qualifications
- 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.
- Proven track record of supporting customers using a SaaS product.
- Strong written and verbal communication skills in English.
- Exceptional analytical skills – the ability to investigate issues thoroughly and identify root causes.
- Excellent organizational skills with the capacity to manage multiple cases simultaneously.
- Ability to explain technical or product concepts clearly to both technical and non‑technical audiences.
- Experience collaborating cross‑functionally with Product, Engineering, Delivery, or Customer Success teams.
- Based in the Philippines.
- Willingness to work flexibly during onboarding and transition to APAC support hours when required.
- Availability to work the standard APAC schedule of 09:00–17:00 Philippines Time.
Preferred Qualifications (A Plus)
- Experience supporting enterprise accounts or B2B enterprise customers.
- Handling complex customer environments, escalations, or incident management.
- Familiarity with CRM, ticketing, and customer success platforms such as Intercom.
- Experience creating help center content, automated workflows, or AI‑assisted support resources.
- Background in the climate, ESG, sustainability, or carbon accounting space.
- Mandarin language skills.
Core Competencies & Soft Skills
- Empathy & Customer‑Centricity – A genuine focus on delivering a positive customer experience.
- Strong relationship‑building skills with customers and internal stakeholders.
- Rapid response with a commitment to quality, accuracy, and thoughtful investigation.
- Openness to constructive feedback and a continuous improvement mindset.
- Self‑motivation and the ability to work autonomously in a fast‑paced environment.
- Comfortable working in a growing, international SaaS company.
- Adaptability and cultural sensitivity when collaborating across time zones.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Customer Support Specialist, you’ll have access to:
- Structured onboarding and mentorship programs that accelerate your learning curve.
- Regular knowledge‑sharing sessions with Product, Engineering, and Customer Success teams.
- Opportunities to lead or contribute to cross‑functional projects that shape the future of our platform.
- Access to industry conferences, webinars, and training courses focused on sustainability, SaaS support, and customer success.
- A clear career ladder that can lead to roles such as Senior Support Engineer, Customer Success Manager, or Product Specialist.
Work Environment & Culture
brighthush fosters a culture of collaboration, transparency, and purpose. Our team values:
- Open communication and a flat hierarchy that encourages idea sharing.
- Work‑life balance, supported by flexible hours and remote work options.
- A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
- Regular team‑building activities, both virtual and in‑person, to strengthen camaraderie.
- Recognition programs that celebrate individual and team achievements.
Compensation, Perks, and Benefits
While specific figures may vary, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with experience and market standards.
- Performance‑based bonuses tied to customer satisfaction metrics.
- Health and wellness benefits, including medical, dental, and vision coverage.
- Paid time off, including vacation, sick leave, and personal days.
- Professional development budget for courses, certifications, and conferences.
- Flexible work arrangements and a hybrid model that blends remote and office work.
- Employee stock options or equity participation, aligning your success with the company’s growth.
Ready to Make a Difference?
If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving SaaS environment, and want to contribute to a more sustainable future, brighthush invites you to apply. Join us as we help businesses around the world become climate‑resilient, ESG‑compliant, and socially responsible leaders.