Seasoned Live‑Chat Customer Support Specialist – SaaS & Digital Marketing Champion for brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers digital marketing agencies to automate, analyze, and elevate their client reporting. With a global footprint and a passionate community of thousands of marketers, brighthush delivers real‑time insights that drive strategic decisions and measurable growth. Founded on the principles of innovation, customer obsession, and continuous learning, brighthush has rapidly scaled while maintaining a culture that values collaboration, transparency, and personal development.

Why Join brighthush?

At brighthush, you’ll be part of a tight‑knit, 13‑person support squad that is as committed to customer success as it is to product excellence. Our team operates fully remotely, yet we stay tightly connected through daily Slack huddles, weekly Zoom catch‑ups, and cross‑functional project sprints. We celebrate wins with virtual happy hours, recognize outstanding contributions with “Employee of the Month” awards, and invest in your growth through a generous education stipend, annual fitness allowance, and profit‑sharing opportunities.

Key Responsibilities

• Live‑Chat Support Excellence: Deliver prompt, empathetic, and solution‑oriented assistance via Intercom to tens of thousands of digital marketing experts worldwide.
• Problem‑Solving Mastery: Leverage critical thinking and resourcefulness to diagnose and resolve technical and product‑related issues, escalating to Engineering when necessary.
• Product Feedback Loop: Collaborate closely with Product and Engineering teams to surface bugs, propose enhancements, and influence the roadmap based on real‑world customer pain points.
• Cross‑Functional Collaboration: Partner with Customer Success and Sales to identify risks, nurture upsell opportunities, and ensure a seamless handoff for high‑value accounts.
• Knowledge Sharing & Education: Create and maintain clear, concise knowledge base articles, FAQs, and onboarding materials that empower customers to self‑serve and grow their usage.
• Process Improvement: Continuously evaluate support workflows, suggest automation opportunities, and champion best practices that elevate team efficiency and customer satisfaction.
• Metrics & Reporting: Track and report on key support KPIs (response time, resolution time, CSAT, NPS), using data to drive performance improvements.

Essential Qualifications

• Minimum of 2 years of experience in a SaaS customer support role, preferably with live‑chat or ticket‑based systems.
• Advanced written communication skills—capable of crafting clear, concise, and friendly responses that reflect brand voice.
• High emotional intelligence: adept at reading customer sentiment, reflecting empathy, and maintaining composure under pressure.
• Proven track record of meeting or exceeding support metrics such as first‑contact resolution, CSAT, and response time.
• Strong multitasking ability: manage multiple concurrent chat sessions while maintaining quality and accuracy.
• Excellent problem‑solving skills with a methodical, analytical approach to troubleshooting.
• Positive, collaborative attitude with a passion for teamwork and continuous improvement.
• Basic understanding of SEO and digital marketing concepts, enabling you to speak the language of our customers.
• Familiarity with SaaS platforms, cloud services, and common marketing tools (e.g., Google Analytics, SEMrush, HubSpot).

Preferred Qualifications

• Experience supporting a digital marketing or SEO‑focused SaaS product.
• Knowledge of marketing automation, reporting dashboards, and data visualization.
• Comfort with analytics tools and the ability to interpret data to provide actionable insights.
• Previous involvement in product beta testing or user research initiatives.
• Fluency in additional languages (Spanish, French, German) is a plus.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers succeed and a knack for turning challenges into opportunities.
• Technical Aptitude: Quick learner who can navigate new tools, APIs, and integrations with minimal guidance.
• Communication: Clear, concise, and engaging written communication that aligns with brand tone.
• Adaptability: Thrive in a fast‑moving environment, pivoting priorities as product and customer needs evolve.
• Collaboration: Build strong relationships with Product, Engineering, Sales, and Customer Success to create a unified customer experience.
• Data‑Driven Decision Making: Use metrics and customer feedback to inform process improvements and product enhancements.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. We offer:

• Clear promotion pathways: from Support Specialist to Senior Specialist, then to Support Lead or Product Advocate.
• Mentorship programs pairing you with senior leaders across departments.
• Annual learning stipend for courses, certifications, or conferences—whether in UX, data analytics, or advanced SEO.
• Hands‑on involvement in product development, giving you a front‑row seat to shape the next generation of features.
• Opportunities to transition into related roles such as Customer Success Manager, Product Manager, or Technical Writer.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Fully flexible work hours within North American business hours (ET to PT) to accommodate your personal rhythm.
• Regular virtual team building events—think trivia nights, game streams, and themed coffee breaks.
• Open communication channels: Slack for quick chats, Zoom for deep dives, and a shared project board for transparency.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to a global network of peers, mentors, and industry experts through brighthush’s community forums.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior SaaS support roles.
• Quarterly profit‑sharing that aligns your success with the company’s growth.
• 4 weeks of paid vacation plus paid sick days, ensuring you have time to recharge.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Annual fitness allowance to support your wellness goals.
• Continued education stipend for courses, certifications, or conferences.
• Work‑from‑anywhere flexibility—no need to relocate or commute.

How to Apply

Ready to bring your passion for customer success to brighthush? Submit your resume and a brief cover letter highlighting your experience with live‑chat support, SaaS products, and any digital marketing knowledge you possess. Tell us why you’re excited to help our global community of marketers thrive.

Join brighthush Today

We’re on a mission to redefine how digital agencies report, analyze, and act on data. If you’re a proactive, empathetic, and technically savvy support professional who thrives in a collaborative, fast‑paced environment, we want to hear from you. Become part of a team that values your growth, rewards your impact, and celebrates every milestone—both big and small. Apply now and help us empower marketers worldwide to achieve their business goals.