Senior Customer Service Representative – Global SaaS Support Specialist for a Leading Startup Community Platform

About brighthush

brighthush is the world’s largest community for founders, bringing together millions of entrepreneurs, investors, and innovators on a single, high‑performance platform. Our mission is simple yet ambitious: to empower every founder with the tools, resources, and network they need to launch, scale, and succeed. From incubators and accelerators to mentorship programs and funding pipelines, brighthush is the go‑to destination for anyone looking to turn an idea into a thriving business.

Founded in the UK and now operating in multiple countries—including a vibrant hub in Romania—brighthush has grown from a niche startup forum into a global ecosystem that fuels the next generation of tech leaders. We’re a fast‑growing, purpose‑driven team that values action, transparency, and collaboration. If you thrive in a dynamic environment where your voice matters and your work has real impact, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale – Your work will touch millions of founders worldwide, helping them navigate challenges and achieve success.
• Remote Flexibility – Work from anywhere in Romania (or beyond) with a fully supported home‑office setup.
• Collaborative Culture – Join a team that values clear communication, results, and mutual respect.
• Career Growth – Fast‑track your career with mentorship, cross‑functional projects, and opportunities to lead initiatives.
• Perks & Benefits – Competitive salary, performance bonuses, health coverage, unlimited PTO, free lunches, team sailing trips, and regular office visits.

Key Responsibilities

As a Senior Customer Service Representative at brighthush, you will be the frontline advocate for our global community. Your day‑to‑day tasks will include:

• Managing high‑volume support queues in FreshDesk, ensuring timely and accurate responses to user inquiries.
• Deepening your understanding of brighthush’s SaaS products and B2C web services to provide expert guidance.
• Designing, refining, and maintaining support templates that improve response quality and reduce resolution time.
• Analyzing support patterns and metrics to identify trends, pain points, and opportunities for process improvement.
• Collaborating with product, engineering, and marketing teams to relay user feedback and influence roadmap decisions.
• Leading and mentoring junior support agents, fostering a culture of continuous learning and high performance.
• Adhering to a structured task list and SLA commitments, consistently meeting or exceeding key performance indicators.
• Participating in monthly Romania team gatherings to share insights, celebrate wins, and brainstorm new ideas.

Essential Qualifications

• Minimum of 2 years’ experience in a customer service role using FreshDesk or a comparable ticketing system.
• Proven track record of consistently meeting or surpassing a structured task list and SLA targets.
• Excellent written English communication skills—clear, concise, and empathetic.
• Strong problem‑solving abilities, with a knack for turning complex issues into simple, actionable solutions.
• Deep familiarity with FreshDesk workflows, automation, and reporting features.
• Experience working in a SaaS environment, ideally with B2C or community‑focused products.

Preferred Qualifications & Characteristics

• Experience in a high‑growth startup or tech community platform.
• Knowledge of CRM systems and data analytics tools.
• Multilingual capabilities—especially Romanian, English, and any additional European languages.
• Proactive mindset: you anticipate user needs and propose improvements before problems arise.
• Team player who thrives in a collaborative, action‑oriented culture.
• Passion for entrepreneurship and a genuine desire to help founders succeed.

Skills & Competencies

• Customer‑Centric Mindset – Empathy, active listening, and a genuine desire to solve problems.
• Technical Aptitude – Comfortable navigating SaaS platforms, databases, and basic troubleshooting.
• Analytical Thinking – Ability to interpret data, spot trends, and recommend actionable improvements.
• Communication – Clear, concise written communication; ability to distill complex concepts for diverse audiences.
• Time Management – Prioritize tasks, meet deadlines, and maintain high quality under pressure.
• Collaboration – Work effectively with cross‑functional teams and influence stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Service Representative, you will:

• Lead initiatives that shape the future of our support operations, such as automating workflows or launching a knowledge‑base platform.
• Take on mentorship roles, guiding new hires and fostering a culture of continuous improvement.
• Participate in cross‑departmental projects, gaining exposure to product development, marketing, and community engagement.
• Access ongoing training—both internal and external—on customer success, SaaS best practices, and leadership skills.
• Earn performance bonuses and be considered for promotion to Lead Support Manager or Customer Success Director.

Work Environment & Culture

brighthush is built on the principles of transparency, respect, and results. Our culture is defined by:

• Action‑Oriented Meetings – Focused, agenda‑driven discussions that keep us moving forward.
• Respect for Time – We value everyone’s schedule, keeping meetings concise and purposeful.
• Collaborative Spirit – Team members across functions share ideas, celebrate successes, and support each other.
• Inclusive Community – Diversity of thought, background, and experience is celebrated and encouraged.
• Work‑Life Balance – Flexible remote work, generous PTO, and a supportive environment that values personal well‑being.

Compensation & Benefits

While specific figures may vary based on experience, we offer a competitive salary package that includes:

• Base salary commensurate with market rates for senior customer support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Health and dental coverage for you and your dependents.
• Unlimited paid time off (PTO) to recharge and pursue personal interests.
• Home‑office equipment allowance to create a productive workspace.
• Regular team outings, including sailing trips in Greece and monthly gatherings in Romania.
• Free lunches, snacks, and beverages during office visits.
• Professional development budget for courses, conferences, and certifications.

How to Apply

Ready to make a tangible impact on the startup ecosystem? Join brighthush and help founders worldwide achieve their dreams. Click the link below to submit your application and become part of a community that’s redefining entrepreneurship.

Apply to brighthush Today

Contact

For any questions about the role or the application process, feel free to reach out to our Recruitment Ops Manager, Andreia Imbuzan, at [email protected] or call +40722110435.

We look forward to welcoming you to the brighthush family—where your expertise fuels the next wave of innovation.