Seasoned Customer Support Specialist – Tire Guru Product Champion & Automotive Service Excellence Expert at brighthush

About brighthush

brighthush is more than a technology company – it’s a movement that is reshaping the automotive service industry. Since our launch in 2019, we have empowered over 30,000 repair shops worldwide to operate with the speed, precision, and confidence of a modern enterprise. Our cloud‑based platform delivers end‑to‑end solutions: from automated workflow orchestration and frictionless payments to real‑time communication and intelligent analytics. The result is a smoother operation for shop owners, a more satisfying experience for customers, and a higher profit margin for technicians who can focus on what they do best: fixing cars with confidence.

Our mission is simple yet ambitious: to become the industry’s most trusted partner for repair‑shop technology. We achieve this by building intuitive, reliable software that unlocks the full potential of every shop we serve. If you are passionate about technology, customer success, and the automotive world, brighthush offers a platform where your work can truly make a difference.

Position Overview

We are looking for a Customer Support Specialist – Tire Guru to join our high‑energy support squad. This role is ideal for an entry‑level professional who thrives on helping people, solving puzzles, and mastering new technology. As the go‑to expert for our Tire Guru product, you will guide customers through onboarding, troubleshoot issues, and champion best‑practice adoption. Your daily contributions will directly influence customer satisfaction, retention, and the overall success of our partners.

Key Responsibilities

• Serve as the first line of support for Tire Guru users via phone, email, and live chat, ensuring rapid response and resolution.
• Diagnose and resolve technical issues, escalating complex problems to engineering when necessary while maintaining clear communication with customers.
• Conduct live product training sessions and develop educational materials for new and existing customers, including video tutorials, knowledge‑base articles, and quick‑start guides.
• Maintain accurate, detailed records of every customer interaction in our CRM system, ensuring data integrity and traceability.
• Collaborate closely with cross‑functional teams—Product, Engineering, Sales, and Marketing—to share customer feedback and drive continuous product improvement.
• Track, analyze, and report on key support metrics such as response time, resolution rate, and customer satisfaction scores, using insights to refine processes.
• Identify opportunities to upsell or cross‑sell additional brighthush solutions, contributing to revenue growth while ensuring customer value.
• Stay current with industry trends, tire technology, and competitive solutions, positioning yourself as a trusted advisor to customers.
• Participate in continuous improvement initiatives to enhance support workflows, tools, and knowledge resources.
• Assist in the creation and maintenance of a comprehensive support knowledge base, ensuring it reflects the latest product updates and best practices.
• Support the implementation of new features and releases by testing, documenting, and communicating changes to customers.
• Act as a brand ambassador, representing brighthush at industry events, webinars, and community forums.

Essential Qualifications

• 0–2 years of customer support or technical assistance experience, preferably in a SaaS environment.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and empathetically.
• Proficiency with web‑based software and cloud platforms, comfortable navigating multiple applications simultaneously.
• Excellent problem‑solving abilities and a methodical approach to troubleshooting, with a track record of turning challenges into solutions.
• Ability to manage multiple priorities, work independently, and thrive in a fast‑paced, dynamic environment.
• High level of professionalism, integrity, and a customer‑centric mindset that drives satisfaction and loyalty.
• Self‑motivated, eager to learn, and comfortable taking initiative in a collaborative setting.

Preferred Qualifications

• Experience in the automotive or tire industry, with a solid understanding of repair workflows and terminology.
• Familiarity with CRM systems (e.g., brighthush) and ticketing platforms (e.g., brighthush), demonstrating the ability to adapt quickly to new tools.
• Basic understanding of SQL or data analysis tools, enabling you to extract insights from support data.
• Previous experience in a SaaS or tech‑focused support role, with a proven ability to scale support operations.
• Knowledge of industry standards such as ISO 9001 or OHSAS 18001, adding depth to your support expertise.

Skills & Competencies

• Technical Aptitude: Comfortable navigating multiple software applications, diagnosing issues, and applying solutions in real time.
• Communication: Clear, concise, and empathetic communication across all channels—phone, email, chat, and in‑person.
• Collaboration: Works effectively with teammates and cross‑functional partners to deliver seamless customer experiences.
• Adaptability: Thrives in a rapidly evolving environment, embraces change, and continuously seeks improvement.
• Customer Focus: Passionate about delivering exceptional service and building lasting relationships with customers.
• Analytical Thinking: Uses data to identify trends, root causes, and opportunities for process enhancement.
• Project Management: Manages multiple tasks, sets priorities, and meets deadlines in a dynamic setting.
• Learning Agility: Quickly absorbs new information, applies it, and shares knowledge with the team.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustainable success. As a Customer Support Specialist, you will enjoy a clear and structured career path, along with a wealth of learning resources:

• Comprehensive onboarding program that immerses you in our products, culture, and processes.
• Mentorship from senior support engineers and product specialists, providing guidance and career advice.
• Regular training on new product features, industry best practices, and advanced support techniques.
• Opportunities to transition into roles such as Senior Support Engineer, Product Specialist, Customer Success Manager, or Technical Account Manager.
• Active participation in product roadmap discussions, hackathons, and cross‑departmental projects that shape the future of Tire Guru.
• Access to a learning portal with courses on technical skills, soft skills, and industry knowledge.
• Annual performance reviews that focus on growth, skill development, and career progression.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. We foster an environment where every voice matters and innovation is rewarded:

• Open communication across all levels—your ideas and feedback are heard and acted upon.
• Regular feedback loops and performance reviews that emphasize growth and learning.
• Flexible work arrangements, including remote options and flexible hours, to support work‑life balance.
• A supportive, inclusive environment that celebrates diversity and fosters belonging.
• Team‑building events, hackathons, and community outreach initiatives that strengthen camaraderie.
• Recognition programs that celebrate achievements, milestones, and contributions to the company’s success.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary plus performance‑based bonuses that reward your impact.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• 401(k) matching and retirement planning resources to secure your future.
• Paid time off, holidays, and flexible sick leave to support your well‑being.
• Professional development stipend and tuition reimbursement for continuous learning.
• Employee wellness programs, including gym memberships, mental health resources, and wellness challenges.
• Equity options for eligible employees, aligning your success with the company’s growth.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is redefining the automotive service landscape. Here’s what you’ll gain:

• Make a tangible impact on the success of repair shops worldwide, helping them thrive in a competitive market.
• Learn from seasoned experts in technology, automotive, and customer success, expanding your skill set and industry knowledge.
• Grow your career in a supportive, fast‑moving environment that rewards initiative and innovation.
• Earn recognition and rewards for your contributions, with clear pathways to leadership roles.
• Be part of a culture that values innovation, collaboration, and personal growth, ensuring you feel challenged and fulfilled.

Ready to Drive Success?

If you are excited to help customers unlock the full potential of Tire Guru, eager to learn and grow, and ready to contribute to a company that values impact over bureaucracy, we want to hear from you. Apply today and become a key player in the future of automotive service technology at brighthush.