Senior Customer Success Advocate – North America Remote – Championing Short‑Term Rental Hosts with Rapid, Empathetic SaaS Support, Product Advocacy, and Strategic Growth at brighthush

About brighthush and the Future of Hospitality Technology

brighthush is a trailblazing SaaS platform that empowers short‑term rental hosts to manage their properties, guests, and revenue with unprecedented ease. By combining powerful automation, real‑time analytics, and a user‑centric design, we help hosts increase occupancy, streamline operations, and deliver memorable guest experiences—all from a single, intuitive dashboard.

Our mission is simple yet ambitious: to give every host the tools they need to run a profitable, stress‑free business while ensuring guests receive world‑class hospitality. As a fully distributed, remote‑first company, we thrive on bold ideas, rapid iteration, and a culture that celebrates diversity, curiosity, and impact. If you’re passionate about customer success, love solving complex problems, and want to make a tangible difference for people around the globe, brighthush is the place for you.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that’s reshaping the hospitality industry. You’ll:

• Work with a product that hosts love, receiving real‑time feedback that fuels continuous improvement.
• Collaborate with engineers, product managers, and marketers who value your insights and treat you as a partner.
• Enjoy a culture that celebrates curiosity, experimentation, and bold risk‑taking.
• Benefit from a flexible, remote‑first environment that respects your personal and professional life.
• Contribute to a product that empowers thousands of hosts to run their businesses more efficiently and profitably.

Role Overview

As a Senior Customer Success Advocate, you will be the frontline champion for our North American host community. Your day will blend technical troubleshooting, educational outreach, and strategic advocacy, ensuring every host feels heard, supported, and empowered to grow their business. You will be a key liaison between our hosts, product, engineering, and marketing teams, translating real‑world challenges into actionable product improvements.

Core Responsibilities

• Technical Troubleshooting: Diagnose and resolve complex technical issues across booking management, payment processing, channel integrations, and property listings. Leverage our robust tooling and collaborate closely with engineering to deliver timely fixes.
• Customer Onboarding & Lifecycle Support: Guide new hosts through the entire onboarding journey via live chat, email, and video calls. Continue to support them throughout their lifecycle, answering questions and ensuring they extract maximum value from our platform.
• Bug Reporting & Escalation: Create detailed bug reports, prioritize them, and work with engineering to ensure swift resolution. Advocate for hosts’ needs in cross‑functional meetings.
• Content Creation: Produce engaging video tutorials, written guides, FAQs, and product tours that evolve alongside our platform. Translate complex concepts into clear, actionable resources.
• Feature Champion: Act as the voice of the host community, translating user needs into actionable product insights for our engineering and product teams.
• Process Improvement: Collaborate with teammates to refine support workflows, share best practices, and drive continuous improvement across the support organization.

Day‑to‑Day Tasks

• Respond to support tickets and live chat inquiries within SLA, maintaining a 95%+ satisfaction rating.
• Diagnose and resolve issues related to booking management, payment processing, channel integrations, and property listings.
• Document solutions in our internal knowledge base and update FAQs to reduce repeat inquiries.
• Participate in weekly cross‑functional syncs with product, engineering, and marketing to share host feedback and influence roadmap decisions.
• Maintain a deep understanding of our platform’s features, updates, and integrations, staying ahead of changes to provide proactive support.
• Mentor new support advocates, sharing best practices and fostering a collaborative team environment.

Essential Qualifications

• 3+ years of hands‑on technical support experience for a B2B or B2C SaaS product.
• Strong analytical skills with the ability to troubleshoot complex technical problems quickly.
• Excellent written and verbal communication skills, with a knack for translating technical jargon into clear, friendly language.
• Proficiency with support tools such as brighthush, brighthush, or similar ticketing systems.
• Experience with live chat, email, and video conferencing support.
• Self‑motivated, detail‑oriented, and passionate about continuous learning and improvement.
• Comfortable working in a fast‑paced, high‑growth environment where priorities shift frequently.

Preferred Qualifications

• Background in the hospitality or short‑term rental industry, or experience as a brighthush host.
• Knowledge of property management systems (PMS) or channel manager integrations.
• Experience creating educational content such as video tutorials, webinars, or documentation.
• Familiarity with data analytics tools (e.g., brighthush, brighthush) to track support metrics.
• Previous experience in a remote‑first, distributed team.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help hosts succeed.
• Technical Aptitude: Comfortable navigating APIs, integrations, and troubleshooting code‑level issues.
• Communication: Clear, concise, and engaging communication across email, chat, and video.
• Problem‑Solving: Ability to think critically, identify root causes, and propose effective solutions.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support peers.
• Adaptability: Thrive in a dynamic environment, quickly learning new features and processes.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success Advocate, you’ll have the chance to:

• Progress to a Senior Support Advocate or Support Manager role, leading a team of advocates and shaping support strategy.
• Transition into Product Management or Engineering, leveraging your deep product knowledge and customer insights.
• Participate in cross‑functional projects, such as product launches, feature rollouts, and customer success initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of hospitality tech trends.
• Access a curated learning library, including courses on SaaS support, customer psychology, and technical troubleshooting.

Work Environment & Culture

brighthush is a fully distributed, remote‑only company. We value:

• Radical Transparency: Open communication, shared goals, and a culture of trust.
• Results‑Focused: We measure impact, not hours worked.
• Diversity & Inclusion: We actively seek talent from a wide range of backgrounds, cultures, and experiences.
• Collaborative Spirit: Team members support one another, celebrate wins, and learn from challenges together.
• Work‑Life Balance: Flexible schedules, generous vacation policy, and a focus on mental well‑being.

Compensation & Benefits

We offer a competitive, market‑aligned compensation package that reflects your experience and location. While the base salary range for this role is $76,958.00 – $95,700.00 (adjusted for cost of living), we also provide:

• Equity options through our brighthush token (RSU’s) with a grant value of up to $8,700.00.
• Performance Share Units (PSUs) up to $281,152.00 per year, vesting only upon achievement of clearly defined business targets.
• 35 days of paid time off per year, including self‑serve public holidays and parental leave.
• Complimentary mental health support via brighthush-based therapy services.
• Peer recognition platform where you can earn virtual coins redeemable for gift cards, donations, or cash.
• Access to a global network of remote professionals, fostering continuous learning and collaboration.

Ready to Make an Impact?

If you’re passionate about customer success, thrive in a fast‑moving SaaS environment, and want to help hosts around the world, we want to hear from you. Apply today and become a key player in brighthush’s journey to transform hospitality technology.