Seasoned Senior Customer Success & Support Specialist – Remote (NY) – Champion Digital Customer Experience & Satisfaction at brighthush

Welcome to brighthush – Where Customer Delight Meets Innovation

At brighthush, we’re not just a technology company; we’re a global movement that reimagines how people connect with digital products. With a fully distributed workforce that spans every continent, we empower millions of users to receive instant, accurate, and genuinely friendly assistance. Our platform powers a wide array of digital experiences—from e‑commerce storefronts to SaaS applications—making us a cornerstone of the modern customer journey. Every interaction you’ll have is an opportunity to build trust, foster loyalty, and create delight.

Our Mission & Vision

Exceptional customer support is the engine of sustainable growth. Our mission is to deliver world‑class support that feels personal, proactive, and effortless. By combining cutting‑edge technology with human empathy, we aim to set a new standard for digital customer experience worldwide.

Why Join brighthush?

When you become part of brighthush, you’re stepping into a culture that prizes transparency, continuous learning, and a relentless focus on customer satisfaction. Here’s what sets us apart:

• Fully Remote Flexibility: Work from anywhere in the world while maintaining a healthy work‑life balance.
• Competitive Compensation: Monthly salary range of $3,868 to $5,777, commensurate with experience and performance.
• Comprehensive Benefits: Health, dental, and vision coverage; paid leave; 401(k) with company match; maternity/paternity leave; and performance‑based bonuses.
• Structured Onboarding & Continuous Growth: A step‑by‑step induction program, ongoing skill‑building sessions, and regular feedback loops to accelerate your professional journey.
• Inclusive & Collaborative Culture: Daily stand‑ups, weekly team meetings, open feedback channels, and a culture that celebrates achievements through shout‑outs and spot bonuses.
• Impactful Work: Your contributions directly influence customer satisfaction scores, product adoption rates, and brand reputation.

Key Responsibilities

As a Senior Customer Success & Support Specialist, you will be the first line of trust for our users. Your day‑to‑day tasks will include:

• Multi‑Channel Support: Monitor live chat, email, and service ticket queues, acknowledging incoming inquiries and prioritizing them based on urgency and workflow.
• Customer Interaction: Engage directly with customers via our live chat platform and email, using clear, professional language tailored to each query.
• Contextual Review: Examine customer details, previous conversation notes, and relevant service information before delivering accurate guidance.
• Documentation: Record concise interaction notes, customer requests, actions taken, and outcomes in our support platform.
• CRM Updates: Keep contact details and conversation context current in our CRM so teammates can quickly understand each request’s status.
• Knowledge Utilization: Leverage approved knowledge resources to explain product features, account steps, and standard procedures without making unsupported promises.
• Follow‑Up & Escalation: Ask focused follow‑up questions when information is incomplete, reconnect with customers when updates are available, and elevate complex tickets to the team lead with full context.
• Team Collaboration: Coordinate with support teammates to maintain consistent answers, share recurring customer themes, and identify gaps in available guidance.
• Quality Assurance: Meet quality expectations measured by response accuracy, turnaround time, complete notes, and reliable follow‑up on open requests.
• Process Improvement: Participate in regular retrospectives to suggest enhancements to support workflows, knowledge base articles, and tool integrations.

Essential Qualifications

• High school diploma or equivalent.
• Strong written communication skills with a keen eye for detail.
• Ability to use a live chat platform while following established response guidance and escalation steps.
• Proficiency in keyboarding and careful data entry.
• Sound judgment in recognizing when a customer request needs additional review from a team lead.
• Reliable computer, high‑speed internet, and a quiet private workspace.
• Authorization to work in the United States.

Preferred Qualifications

• No prior experience required, but experience supporting customers through online chat, email, or service queues is a plus.
• Familiarity with customer‑facing digital conversations, interpreting questions, and delivering clear written responses.
• Basic understanding of using a support platform to review and update service tickets.
• Experience maintaining customer context in a CRM.
• Previous exposure to structured onboarding and training programs.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and professional written communication across multiple channels.
• Problem‑Solving: Ability to analyze issues, identify root causes, and propose actionable solutions.
• Time Management: Prioritize tasks effectively in a fast‑paced, high‑volume environment.
• Technical Aptitude: Quick learner who can navigate new tools and platforms with minimal guidance.
• Collaboration: Works well with teammates, shares insights, and contributes to a positive team culture.
• Adaptability: Comfortable with evolving processes, new product releases, and shifting customer needs.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success & Support Specialist, you’ll have access to:

• Structured onboarding and continuous training on our support platform and CRM.
• Regular check‑ins with your team lead for feedback, skill development, and career guidance.
• Opportunities to transition into senior support roles, team lead positions, or specialized product support tracks.
• Cross‑functional projects that expose you to product development, marketing, and customer success strategy.
• Access to a library of learning resources, webinars, and industry certifications.
• Mentorship programs pairing you with experienced leaders across the organization.

Work Environment & Company Culture

brighthush thrives on a culture of openness, respect, and continuous improvement. As a fully remote team, we prioritize:

• Flexibility: While we require a 40‑hour weekly commitment, we offer flexible shift scheduling to accommodate different time zones and personal commitments.
• Collaboration: Daily stand‑ups, weekly team meetings, and open channels for feedback keep everyone aligned.
• Recognition: We celebrate achievements through shout‑outs, spot bonuses, and public acknowledgment.
• Well‑being: We provide mental health resources, wellness stipends, and encourage a healthy work‑life balance.
• Diversity & Inclusion: Our global team brings diverse perspectives, fostering creativity and innovation.

Tools & Technology Stack

To excel in this role, you’ll work with:

• Live chat platform (brighthush) for real‑time customer interactions.
• Email management system integrated with our ticketing workflow.
• CRM (brighthush) for maintaining customer records and context.
• Knowledge base platform (brighthush) for quick reference to product documentation.
• Analytics dashboards to track response times, satisfaction scores, and ticket volume.

Success Metrics & Performance Indicators

Your impact will be measured by:

• First‑response time and overall ticket resolution time.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) contributions.
• Quality of documentation and adherence to knowledge base guidelines.
• Escalation rate and accuracy of issue triage.
• Participation in process improvement initiatives.

Compensation & Benefits

Our competitive salary range for this role is $3,868 to $5,777 per month, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance.
• Paid time off (vacation, sick leave, personal days).
• 401(k) retirement plan with company match.
• Maternity and paternity leave.
• Performance‑based bonuses and incentive programs.
• Professional development budget and training subsidies.
• Wellness stipend and access to mental health resources.

How to Apply

If you’re ready to join a forward‑thinking company that values customer experience, teamwork, and personal growth, we’d love to hear from you. Click the link below to submit your application and start your journey with brighthush.

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