Seasoned Remote Customer Support Specialist – SaaS & Software Solutions Expert – Phone, Email, Chat – Champion Customer Success & Continuous Improvement at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers businesses worldwide with cutting‑edge contract management solutions. Founded in 1888, we have evolved from a traditional service provider into a modern SaaS platform that streamlines procurement, compliance, and collaboration for enterprises of all sizes. With a global footprint and a team of more than 200 dedicated professionals, brighthush is committed to delivering exceptional value to our customers through reliable software, outstanding support, and continuous improvement.

As a remote‑first organization, brighthush offers flexibility, autonomy, and a culture that celebrates diversity, creativity, and collaboration. We believe that every team member has the power to shape the future of contract technology, and we invest heavily in learning, growth, and well‑being.

Why Join brighthush?

• Impactful Work: Your support will directly influence how thousands of businesses manage contracts, ensuring they can focus on growth rather than paperwork.
• Career Growth: brighthush offers clear career ladders, mentorship programs, and cross‑functional projects that allow you to expand your skill set and advance quickly.
• Remote Flexibility: Work from anywhere in the United States and enjoy a healthy work‑life balance with flexible scheduling.
• Competitive Compensation: We provide a market‑competitive salary, performance bonuses, and a comprehensive benefits package.
• Culture of Excellence: Our people are our most valuable asset. We foster an environment of continuous learning, open communication, and mutual respect.

Role Overview

As a Remote Customer Support Specialist at brighthush, you will be the frontline ambassador for our customers. You will provide expert assistance across multiple channels—phone, email, and chat—while embodying the brand’s commitment to customer success, innovation, and continuous improvement. Your daily work will involve diagnosing complex issues, guiding users through solutions, and collaborating with cross‑functional teams to enhance the overall customer experience.

Key Responsibilities

• Serve as the primary point of contact for customers via phone, email, and chat, delivering timely, professional, and empathetic support.
• Investigate, reproduce, and troubleshoot customer questions and software issues; ask thoughtful diagnostic questions and guide customers through practical solutions.
• Take ownership of customer issues from initial contact through resolution or a well‑managed escalation, keeping customers informed and following through on commitments.
• Handle challenging or frustrated customer interactions with patience, composure, professionalism, and a solutions‑oriented approach.
• Develop a strong working knowledge of brighthush products, features, workflows, and common customer use cases; translate software concepts into clear, understandable guidance.
• Use support platforms such as brighthush to accurately document interactions, track cases, communicate next steps, and maintain visibility into outstanding issues.
• Prioritize and manage multiple customer interactions effectively in a high‑volume, phone‑centered environment while meeting established quality, responsiveness, and productivity expectations.
• Partner with teammates and internal groups, including Product and Technology, to escalated complex issues with clear steps to reproduce, context, and supporting documentation.
• Identify recurring customer questions, software friction points, and opportunities to improve knowledge resources, workflows, and the overall customer experience.
• Participate in product updates, training, coaching, and team meetings; apply feedback and continuously strengthen technical and customer‑support skills.
• Follow company policies, procedures, and applicable privacy and information‑security requirements.
• Perform other duties as assigned to support the team and the organization.

Essential Qualifications

• Minimum of 1 year of direct, frontline customer support experience at a software or SaaS company, helping external customers use or troubleshoot the company's software product.
• Proven experience handling customer issues directly by phone, with the ability to support customers through email and chat as needed.
• Strong software troubleshooting skills: asking clarifying questions, isolating issues, navigating product workflows, and knowing when and how to escalated.
• Clear verbal and written communication skills, including the ability to explain technical information to customers with varying levels of software experience.
• Strong empathy, active listening, de‑escalation skills, and the ability to remain composed in difficult customer conversations.
• Ownership mindset, attention to detail, follow‑through, coachability, and sound judgment when balancing customer needs and business priorities.
• Ability to work across multiple applications and customer cases while maintaining accurate documentation and meeting performance expectations.
• Proficient use of common business software and brighthush.
• Familiarity with brighthush, brighthush, or comparable customer support/ticketing systems preferred.

Preferred Qualifications

• 2+ years of experience in a high‑volume, phone‑centered support environment.
• Experience with SaaS product lifecycle, including onboarding, training, and adoption.
• Knowledge of contract management or procurement software is a plus.
• Experience working in a remote or distributed team setting.
• Strong analytical and problem‑solving skills, with a data‑driven approach to improving support processes.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Excellent communication and interpersonal skills.
• Technical aptitude and the ability to learn new software quickly.
• Strong organizational and time‑management skills.
• Adaptability and resilience in a fast‑changing environment.
• Team player who thrives in collaborative, cross‑functional settings.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you will have the opportunity to:

• Progress into a Senior Support Specialist or Team Lead role, overseeing a group of support agents.
• Transition into Product Support, Quality Assurance, or Customer Success, leveraging your deep product knowledge.
• Participate in specialized training programs, certifications, and workshops to broaden your technical and soft‑skill expertise.
• Engage in cross‑departmental projects that influence product development, marketing, and customer experience initiatives.
• Attend industry conferences, webinars, and networking events to stay ahead of market trends.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and collaboration. Our team members enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building activities, hackathons, and knowledge‑sharing sessions.
• A culture of continuous feedback, where ideas are welcomed and recognized.
• Access to a digital resource hub that includes training videos, documentation, and best‑practice guides.
• Supportive leadership that champions professional development and work‑life balance.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and a flexible sick leave policy.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Equity options for eligible employees, aligning your success with the company’s growth.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a remote environment, and want to be part of a company that values innovation and excellence, we encourage you to apply. Submit your resume and a brief cover letter outlining why you would be a great fit for brighthush’s Customer Support team.

Join brighthush today and help shape the future of contract technology while advancing your career in a supportive, dynamic, and rewarding environment.