Senior Customer Service Onboarding Specialist – Remote Contract – SaaS & Digital Marketing Platform – Empowering Global Brands at brighthush

About brighthush

brighthush is a pioneer in the localized digital marketing arena, turning complex, multi‑location marketing challenges into streamlined, scalable solutions. Our award‑winning SaaS platform empowers brands—ranging from boutique retailers to multinational chains—to dominate search, social, reviews, and advertising across every market they serve. With a portfolio that includes some of the world’s most recognizable names, brighthush is not just a technology provider; we are a partner that helps brands grow, engage, and thrive in an ever‑evolving digital landscape.

Why Join brighthush?

At brighthush, we’re more than a company; we’re a community of innovators, problem‑solvers, and customer‑first thinkers. Our culture is built on:

• Remote‑First Flexibility – Work from anywhere with a reliable internet connection, and enjoy the freedom to design your own workday.
• Growth‑Focused Environment – Fast‑paced, agile teams that value your ideas and encourage continuous learning.
• Comprehensive Benefits – Competitive salary, flexible PTO, health & wellness packages, 401(k) with matching, and more.
• Tech‑Ready Workstations – Every new team member receives a MacBook, accessories, and brighthush swag.
• Diversity & Inclusion – We celebrate differences and are committed to equal opportunity for all.

Role Overview

As a Senior Customer Service Onboarding Specialist, you will be the first point of contact for new clients as they integrate the brighthush platform into their operations. Your role blends technical support, project coordination, and customer advocacy to ensure a seamless onboarding experience. You’ll manage high‑volume tasks, troubleshoot platform issues, and guide customers through configuration and training, all while maintaining a deep understanding of our product suite and the unique needs of each brand.

Key Responsibilities

• Respond promptly to customer inquiries via email, phone, or chat, maintaining a high level of accuracy and professionalism.
• Follow up with clients to confirm issue resolution and gather feedback on the onboarding process.
• Develop deep expertise in the brighthush platform, enabling you to provide tailored guidance and training resources to users of all skill levels.
• Configure and set up new location accounts within the platform, ensuring data integrity and compliance with brand standards.
• Prioritize and manage a dynamic workload, communicating backup needs and status updates to the broader support team.
• Identify potential platform issues during onboarding, escalating to engineering or product teams as necessary to protect the customer experience.
• Verify and optimize listings across major social and review platforms (e.g., Facebook, Instagram, Google My Business) to maximize visibility.
• Document all interactions in the ticketing system (Zendesk or equivalent) and maintain accurate records of configuration changes.
• Collaborate with the Training & Enablement team to refine onboarding materials and improve knowledge base content.
• Participate in continuous improvement initiatives, sharing insights on common pain points and proposing solutions.

Essential Qualifications

• Minimum of 1 year in a customer‑facing role within a technology or SaaS environment.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences.
• Strong customer‑centric mindset; a genuine desire to help clients succeed.
• Highly organized with meticulous attention to detail and the ability to juggle multiple priorities.
• Patience, empathy, and professionalism when dealing with diverse customer personalities.
• Proficiency in Excel and experience with ticketing systems such as Zendesk; familiarity with SaaS platforms is a plus.
• Comfortable working in fast‑paced, remote settings with minimal supervision.
• Quick learner who can absorb new technologies and processes rapidly.
• Strong analytical and problem‑solving skills, with a knack for critical thinking.
• Ability to work efficiently under tight deadlines and shifting priorities.

Preferred Qualifications

• Experience with social media management tools and platforms (Facebook, Instagram, Google My Business).
• Background in configuration management or technical support for marketing automation software.
• Knowledge of digital marketing best practices and local SEO strategies.
• Previous exposure to a high‑volume customer support environment.
• Familiarity with agile methodologies and collaborative project tools.

Skills & Competencies

• Customer Experience & Support
• Technical Troubleshooting & Issue Escalation
• Configuration Management & Data Accuracy
• Communication & Interpersonal Skills
• Time Management & Prioritization
• Analytical Thinking & Problem Solving
• Adaptability & Continuous Learning
• Team Collaboration & Knowledge Sharing

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As you master onboarding, you’ll have the chance to:

• Transition into a Customer Success Manager role, focusing on long‑term client relationships and upsell opportunities.
• Move into Product Support Engineering, working closely with our development team to shape platform enhancements.
• Lead Training & Enablement initiatives, creating onboarding programs for new hires and existing customers.
• Participate in Product Evangelism, representing brighthush at industry conferences and webinars.
• Access internal training courses, certifications, and a generous learning stipend to pursue external education.

Work Environment & Culture Highlights

brighthush thrives on a culture of empowerment, transparency, and collaboration. Our remote teams operate across time zones, yet we maintain a unified rhythm through:

• Weekly all‑hands meetings to share updates, celebrate wins, and align on priorities.
• Monthly “Innovation Days” where team members pitch new ideas and prototype solutions.
• Open channels for feedback, ensuring every voice can influence product direction.
• Regular virtual team‑building events, from game nights to wellness challenges.
• Commitment to work‑life balance, with flexible schedules and generous PTO.

Compensation & Perks

While the exact salary range will be discussed during the interview process, you can expect:

• Competitive hourly rate for contract work, with potential for conversion to full‑time.
• Full health, dental, and vision coverage for eligible employees.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work hours.
• Monthly stipend for home office equipment and high‑speed internet.
• Annual team retreats and offsite events.
• Employee referral bonuses and recognition programs.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving SaaS environment, and want to help brands unlock their full potential, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the brighthush Senior Customer Service Onboarding Specialist role.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.