Senior Customer Journey Specialist – SaaS Onboarding & Technical Support Expert – Remote, Full‑Time

About brighthush

brighthush is a trailblazer in the Information Technology sector, delivering cutting‑edge vertical software solutions and embedded payments technology that empower businesses to thrive in a digital economy. With a portfolio that spans from seamless customer onboarding to robust payment processing, brighthush is committed to redefining how companies engage with their customers and manage their revenue streams. Our mission is simple: to help businesses flourish by providing intuitive, scalable, and secure technology that drives growth and customer satisfaction.

Why Join brighthush?

At brighthush, we believe that the best products are built by people who are passionate, curious, and collaborative. Our culture is built on transparency, continuous learning, and a relentless focus on customer success. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment where your ideas are heard, your growth is nurtured, and your impact is measurable.

Position Overview

As a Customer Journey Specialist at brighthush, you will be the linchpin between our SaaS platform and the customers who rely on it. You will orchestrate end‑to‑end onboarding experiences, troubleshoot complex technical issues, and empower users through training and knowledge sharing. Your role will be pivotal in ensuring that every customer’s journey is smooth, efficient, and aligned with our high standards of service excellence.

Key Responsibilities

• Onboarding Project Leadership: Design, execute, and manage onboarding workflows for new clients, ensuring a seamless transition from sales to active usage.
• Technical Support & Escalation Management: Provide first‑line and advanced support for SaaS customers, diagnosing and resolving issues related to databases, payment systems, APIs, and platform integrations.
• Customer Training & Enablement: Develop and deliver customized training sessions, webinars, and documentation that help customers maximize the value of our solutions.
• Process Improvement: Identify bottlenecks in the customer journey, propose enhancements, and collaborate with product, engineering, and sales teams to implement solutions.
• Data‑Driven Insight: Analyze support metrics, onboarding KPIs, and customer feedback to inform continuous improvement initiatives.
• Stakeholder Collaboration: Act as the voice of the customer within brighthush, ensuring cross‑functional alignment on priorities and timelines.

Essential Qualifications

• 2–4 years of experience in SaaS customer onboarding, technical support, or a related customer success role.
• Proven track record of managing escalated support cases and delivering resolution within SLA.
• Hands‑on familiarity with relational databases, payment processing systems, and RESTful APIs.
• Strong communication skills—both written and verbal—across diverse audiences, including technical and non‑technical stakeholders.
• Excellent organizational abilities, with a knack for juggling multiple projects and priorities simultaneously.
• Proficiency in customer support platforms such as Salesforce Service Cloud, Zoho Desk, and knowledge of tools like SC Navigator and OnRamp.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience working in a fast‑paced, high‑growth SaaS environment.
• Background in embedded payments technology or fintech solutions.
• Certifications in customer success, technical support, or project management (e.g., CSCS, ITIL, PMP).
• Experience with data analytics tools (e.g., Tableau, Power BI) to derive actionable insights from support data.
• Demonstrated ability to mentor junior team members and lead cross‑functional initiatives.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for understanding and solving customer pain points.
• Technical Acumen: Ability to troubleshoot complex technical issues and explain solutions in plain language.
• Project Management: Skilled at planning, executing, and closing projects on time and within scope.
• Analytical Thinking: Comfortable working with data to identify trends and drive decision‑making.
• Collaboration & Influence: Comfortable working with cross‑functional teams and influencing stakeholders at all levels.
• Adaptability: Thrives in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the products we build. As a Customer Journey Specialist, you will have the chance to:

• Progress into senior customer success or technical support leadership roles.
• Transition into product management, leveraging your deep customer insights.
• Lead cross‑functional projects that shape the future of our SaaS platform.
• Participate in continuous learning programs, including certifications, workshops, and industry conferences.
• Mentor new hires and contribute to the development of brighthush’s internal knowledge base.

Work Environment & Company Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere in the United States. Our virtual office is built on trust, flexibility, and open communication. We celebrate diversity, foster inclusion, and encourage every team member to bring their authentic selves to work. Regular virtual town halls, hackathons, and informal coffee chats keep our community connected and energized.

Compensation & Benefits

Salary Range: USD 45,760 – 57,200 per year (commensurate with experience and qualifications). In addition to a competitive base salary, you will receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work hours and a fully remote work setup.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Annual performance bonuses and equity options for eligible employees.

How to Apply

Ready to shape the future of customer journeys at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

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We’re Excited to Meet You!

If you are a proactive, customer‑focused professional with a passion for technology and a desire to make a tangible impact, brighthush is the place for you. Join us and help transform the way businesses engage with their customers—one journey at a time.