Senior Customer Experience Specialist – Technical Support & AI-Enabled Solutions – Remote – brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers associations, non‑profits, and industry groups to amplify their impact. Born in a boardroom, brighthush has evolved into a full‑stack SaaS company that blends deep domain expertise with cutting‑edge software engineering. Our mission is simple: give our partners the tools they need to serve their members better, streamline operations, and unlock new revenue streams. We’re a remote‑first organization that values collaboration, curiosity, and a relentless focus on customer success.

Why This Role Matters

At brighthush, the Customer Experience Specialist is the linchpin between our product and the people who rely on it. You’ll be the voice of the customer, the problem‑solver, the educator, and the advocate—all rolled into one. Your work will shape how our clients perceive brighthush, influence product evolution, and drive adoption of our platform across the association ecosystem. In a world where technology is constantly evolving, your role ensures that the human touch remains at the core of every interaction.

Key Responsibilities

• Own the End‑to‑End Customer Journey. Manage support conversations across chat, email, phone, and screen‑share using our ticketing system. From the first greeting to the final resolution, balance technical accuracy, empathy, and timely follow‑up.
• Diagnose and Resolve Complex Issues. Investigate problems involving customer configurations, data relationships, integrations, and unexpected system behavior. Leverage internal tools, knowledge bases, and cross‑functional expertise to identify root causes and deliver actionable solutions.
• Integrate AI into Your Workflow. Use AI agents to research, troubleshoot, draft responses, and analyze data. Apply critical judgment to validate AI output, refine results, and help shape how the team uses AI for maximum impact.
• Collaborate Across Teams. Partner with Onboarding, Success, Engineering, and Product to investigate escalations, share findings, advocate for customers, and drive issues toward resolution.
• Educate and Empower Customers. Lead live Office Hours, webinars, and training sessions that build confidence and encourage adoption. Translate technical concepts into clear, actionable guidance.
• Maintain Knowledge Assets. Create and update Help Center articles, internal documentation, and educational resources. Keep content current as the product evolves.
• Turn Insights into Improvements. Identify recurring questions, friction points, and opportunities to improve the product, documentation, or support experience. Own the initiative to turn observations into actionable change.
• Drive Continuous Improvement. Experiment with new tools, workflows, and approaches that make the team more effective and free up time for meaningful customer interactions.

Essential Qualifications

• 2+ years of experience in technical SaaS support, software customer success, or a comparable customer‑facing role involving troubleshooting.
• Proven track record of investigating and resolving complex software issues, with the ability to explain findings to non‑technical audiences.
• Strong written and verbal communication skills—capable of crafting warm, clear, and actionable responses.
• Technical curiosity and a methodical approach to problem solving. Comfortable saying “I don’t know yet” while actively seeking answers.
• Hands‑on experience with AI tools for research, drafting, and workflow optimization. Ability to evaluate AI output and apply human judgment.
• Experience working remotely and collaborating asynchronously via tools such as Slack, Zoom, and Jira.
• Self‑starter who can manage competing priorities, take ownership, and deliver results in a fast‑moving environment.
• Authorization to work in the United States and availability to work 8 AM–5 PM in your local time zone (Eastern, Central, Mountain, or Pacific).

Preferred Qualifications

• Experience with brighthush’s platform and product suite.
• Background in customer education, training, or content creation.
• Familiarity with industry‑specific tools such as brighthush, brighthush, or other association management software.

Skills & Competencies

• Customer‑Centric Mindset. Look beyond the immediate question to understand the customer’s goals and help them achieve more.
• Ownership & Judgment. Take responsibility for moving issues forward while balancing thoroughness with efficiency.
• Initiative & Adaptability. Embrace new approaches, learn from outcomes, and iterate on processes.
• Systems Thinking. Recognize patterns across support conversations and translate insights into systemic improvements.
• Collaboration. Work seamlessly with cross‑functional teams to advocate for customers and drive product enhancements.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by the impact you create. As a Customer Experience Specialist, you’ll:

• Progress to a Senior Specialist or Lead role, mentoring junior teammates and shaping support strategy.
• Transition into Product Management or Customer Success Leadership, leveraging deep product knowledge and customer insights.
• Earn certifications in SaaS support, AI tools, or industry‑specific domains (e.g., association management).
• Participate in hackathons, cross‑team projects, and innovation sprints that drive product evolution.

Work Environment & Culture

brighthush is a remote‑first company that has thrived in a fully distributed model for over a decade. We provide:

• Fully paid health, dental, and vision insurance.
• Generous paid time off, paid holidays, and family‑friendly leave policies.
• 401(k) match and a culture of continuous learning.
• A supportive, inclusive team that celebrates wins—big and small—and values diverse perspectives.
• Flexibility to balance work and life, with a focus on results rather than hours.

Compensation & Benefits

The starting salary for this position is $65,000, with adjustments based on experience and qualifications. In addition to base pay, you’ll receive:

• Competitive health benefits covering you and your family.
• Paid parental leave and flexible vacation policies.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge AI tools and internal knowledge bases.

How to Apply

If you’re passionate about delivering exceptional customer experiences, love solving complex problems, and thrive in a fast‑moving, AI‑enabled environment, we want to hear from you. Submit your application through the brighthush careers portal and join a team that values curiosity, ownership, and a relentless focus on customer success.