Senior AI‑Powered Customer Support Executive – SaaS Experience Specialist & Customer Success Champion at brighthush – Remote (US, UK, AU)

About brighthush

brighthush isn’t just a SaaS platform; it’s a movement that is reshaping how businesses connect with their customers. By marrying advanced machine learning with natural language processing, our solution delivers instant, hyper‑personalized support at scale. From high‑growth startups to Fortune 500 enterprises, our clients trust us to turn every customer interaction into a memorable experience. We’re on a relentless mission to make customer service effortless, data‑driven, and delightfully human.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the foundation of any successful business is the relationship it builds with its users. That’s why we invest heavily in our people, our culture, and our technology. We’re a fully remote, globally distributed team that values autonomy, continuous learning, and a collaborative spirit. If you thrive in a fast‑paced environment, love helping people, and want to shape the future of customer support, you’ll fit right in.

Role Overview

As a Senior AI‑Powered Customer Support Executive, you will be the frontline ambassador of brighthush, ensuring that every interaction leaves a lasting positive impression. Your day‑to‑day responsibilities will revolve around resolving customer inquiries, troubleshooting technical issues, and providing insightful feedback to our product and engineering teams. You’ll play a pivotal role in maintaining our high CSAT scores, reducing first‑response and resolution times, and driving overall customer retention.

Key Responsibilities

• Respond to customer inquiries via email, live chat, and our support ticketing system with a friendly, professional tone.
• Diagnose and troubleshoot product and account issues, guiding customers through step‑by‑step solutions.
• Handle billing and subscription questions, ensuring accurate and timely resolution.
• Escalate complex technical problems to the appropriate engineering or product teams, following established escalation protocols.
• Reproduce, document, and track bugs using our internal bug‑tracking system, providing clear reproduction steps and screenshots.
• Create, update, and maintain help‑center articles and knowledge‑base content to empower customers and reduce ticket volume.
• Collect and analyze customer feedback, translating insights into actionable recommendations for product improvements.
• Maintain a high level of customer satisfaction, consistently meeting or exceeding CSAT targets.
• Collaborate with cross‑functional teams (Product, Engineering, Sales, Marketing) to share customer insights and drive product enhancements.
• Participate in ongoing training sessions and product demos to stay up‑to‑date with platform updates and new features.

Essential Qualifications

• Proven experience in a customer support or help‑desk role, preferably within a SaaS or technology company.
• Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts in simple terms.
• Strong problem‑solving mindset and a genuine passion for helping people.
• Attention to detail and a meticulous approach to documentation.
• Effective time‑management skills, capable of juggling multiple tickets and priorities simultaneously.
• Customer‑first attitude, with a track record of turning challenging interactions into positive outcomes.

Preferred Qualifications

• Experience supporting SaaS products, including knowledge of subscription billing and usage analytics.
• Familiarity with help‑desk software such as brighthush, brighthush, or brighthush.
• Basic HTML/CSS knowledge for editing and formatting help‑center content.
• Technical troubleshooting skills, including the ability to interpret logs and error messages.
• Experience working with AI or machine‑learning‑based products.
• Previous remote work experience, with a proven ability to thrive in a distributed team environment.

Skills & Competencies

Communication & Empathy – You’ll be the voice of brighthush, so clear, concise, and empathetic communication is essential.

Technical Aptitude – A solid grasp of SaaS architecture, APIs, and basic coding concepts will help you troubleshoot more efficiently.

Analytical Thinking – Ability to analyze customer data, identify patterns, and propose data‑driven solutions.

Collaboration – Working closely with product, engineering, and sales teams to drive continuous improvement.

Adaptability – Thriving in a fast‑moving startup environment where priorities can shift quickly.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. You’ll have access to:

• Regular training sessions on the latest AI technologies and industry best practices.
• Mentorship from senior engineers and product managers.
• Opportunities to contribute to product roadmap discussions based on customer insights.
• Clear career pathways – from Customer Support Executive to Senior Support Lead, Customer Success Manager, or even Product Specialist roles.
• Annual performance reviews with transparent growth metrics and bonus potential.

Work Environment & Company Culture

brighthush is a fully remote, globally distributed team that values autonomy, transparency, and continuous learning. Our culture is built on:

• Flexibility – Work from anywhere in the US, UK, or Australia, with flexible hours that respect your personal life.
• Collaboration – Weekly all‑hands meetings, daily stand‑ups, and open communication channels keep everyone aligned.
• Innovation – We encourage experimentation and reward creative problem‑solving.
• Inclusivity – A diverse team that celebrates different perspectives and backgrounds.
• Well‑being – Access to mental health resources, wellness stipends, and regular virtual social events.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote SaaS support roles.
• Performance‑based bonuses tied to CSAT, first‑response time, and resolution metrics.
• Health, dental, and vision insurance (US) or equivalent local coverage (UK, AU).
• 401(k) matching (US) or pension contributions (UK, AU).
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity options as part of the long‑term incentive plan.

How to Apply

Ready to join a team that’s redefining customer experience? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior AI‑Powered Customer Support Executive role at brighthush. Highlight any relevant SaaS or AI support experience and share a short example of a challenging customer interaction you successfully resolved.

Closing

At brighthush, you’ll be more than just a support agent—you’ll be a key player in shaping the future of AI‑powered customer service. You’ll work alongside talented engineers, product leaders, and marketers who are passionate about building products that genuinely help people. Your voice will matter, your ideas will be heard, and your growth will be supported every step of the way.

We’re excited to meet someone who shares our commitment to excellence, innovation, and customer delight. If you’re ready to make a real impact in a fast‑growing startup, we encourage you to apply today and become part of the brighthush family.