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

Introduction: Join the Future of Contract Technology

At brighthush, we are rewriting the rules of contract management. From our humble beginnings in 1888 as a traditional service provider, we have evolved into a global SaaS powerhouse that empowers businesses of every size to streamline agreements, procurement, and compliance. Our platform is more than software – it is a catalyst for strategic growth, risk reduction, and operational excellence. As a fully remote‑first organization, we give our team members the freedom to work from anywhere in the United States, while fostering a culture of trust, creativity, and collaboration. If you are passionate about delivering world‑class customer support and want to be part of a company that values innovation, learning, and impact, brighthush is the place for you.

Why brighthush?

• Impactful Work: Your support will directly shape how thousands of enterprises manage contracts, freeing them to focus on growth rather than paperwork.
• Career Growth: We provide clear career ladders, mentorship programs, and cross‑functional projects that allow you to expand your skill set and accelerate your career trajectory.
• Remote Flexibility: Work from anywhere in the U.S. with flexible scheduling that respects your personal commitments.
• Competitive Compensation: Market‑competitive salary, performance bonuses, and a comprehensive benefits package.
• Culture of Excellence: Continuous learning, open communication, and mutual respect are the cornerstones of our environment.

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 phone, email, and chat channels, embodying our commitment to customer success, innovation, and continuous improvement. Your daily responsibilities will include diagnosing complex issues, guiding users through solutions, and collaborating with cross‑functional teams to enhance the overall customer experience. You will play a pivotal role in ensuring that our customers derive maximum value from our platform, while also contributing to product improvement and knowledge base enrichment.

Key Responsibilities

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