Senior Customer Success & Product Support Specialist – AI‑Driven Beauty Analytics Platform – Remote, U.S. Eastern Time – Champion Customer Experience & Product Feedback at brighthush

About brighthush

brighthush is the vanguard of AI‑powered beauty market intelligence. We empower beauty brands, retailers, and distributors with real‑time data, predictive analytics, and actionable insights that transform raw market information into intuitive dashboards, trend reports, and strategic recommendations. By marrying machine learning with advanced data science, we turn complex datasets into clear, decision‑making tools that keep our clients ahead of the competition. Our platform is built on a robust SaaS architecture, delivering seamless, cloud‑based access to the most comprehensive beauty industry data in the world.

Founded by industry veterans and data scientists, brighthush has grown from a niche analytics startup into a global leader in beauty intelligence. We serve more than 1,200 customers across North America, Europe, and Asia, helping them navigate ever‑changing consumer preferences, launch new products, and optimize supply chains. Our mission is simple: to make beauty smarter, faster, and more sustainable through data.

Why Join brighthush?

At brighthush, we believe the future of beauty is data‑centric. Our team is a vibrant mix of data scientists, product managers, engineers, and customer success professionals who are passionate about driving innovation in the beauty ecosystem. We foster a culture of curiosity, collaboration, and continuous learning—where every team member’s voice is heard and every idea has the potential to shape the next generation of beauty analytics.

When you join brighthush, you become part of a mission‑driven organization that values:

• Impact: Your work directly influences how brands make product decisions, launch strategies, and engage consumers.
• Growth: We invest heavily in professional development, offering mentorship, learning stipends, and opportunities to lead cross‑functional initiatives.
• Innovation: You’ll collaborate with cutting‑edge AI researchers and data engineers to continuously improve our platform.
• Flexibility: Our remote‑first model lets you work from anywhere while staying connected to a global, high‑performing team.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating an inclusive environment where everyone can thrive.

Position Overview

We are seeking a seasoned Senior Customer Success & Product Support Specialist to become the primary advocate for our U.S. business customers. In this role, you will be the first line of support for our AI‑powered platform, guiding users through onboarding, training, and day‑to‑day usage while capturing valuable feedback that informs product development. You will bridge the gap between our customers and the engineering, product, and data teams in both the U.S. and Korea, ensuring that every request is understood, documented, and resolved with the highest level of professionalism.

As a senior member of the Customer Success team, you will also mentor junior support staff, contribute to the design of support processes, and help shape the future roadmap of our product based on real‑world customer insights.

Key Responsibilities

• Tier 1 Support & Troubleshooting: Respond to customer inquiries via email, in‑app chat, and phone, providing clear, concise guidance on platform functionality, data refreshes, exports, and account settings.
• Onboarding & Training: Conduct virtual onboarding sessions and live product walkthroughs using Zoom or Google Meet, tailoring demonstrations to each customer’s business objectives.
• Requirements Capture: Gather, clarify, and document detailed customer requirements, including custom dashboard layouts, reporting preferences, data filters, date ranges, and automation requests.
• Stakeholder Engagement: Communicate professionally with U.S. business customers, from frontline users to senior executives, to understand their goals and translate them into actionable product enhancements.
• Escalation Management: Identify issues that require Tier 2/3 support, coordinate escalations with U.S. and Korea‑based teams, and ensure timely resolution.
• Ticketing & Documentation: Create, update, prioritize, and close support tickets in our ticketing system (e.g., Zendesk, Intercom), maintaining accurate records of all interactions.
• Cross‑Functional Collaboration: Work closely with product managers, engineers, and data scientists via Slack, Jira, Linear, and other collaboration tools to resolve issues and share feedback.
• Process Improvement: Provide feedback on support procedures, escalation guidelines, and training materials, contributing to continuous improvement of the customer experience.
• Knowledge Base Maintenance: Update and expand the internal knowledge base and help center articles to reflect new features, best practices, and common troubleshooting steps.
• Customer Advocacy: Act as the voice of the customer within the organization, ensuring that product decisions reflect real‑world usage patterns and pain points.
• Metrics & Reporting: Track key performance indicators such as ticket resolution time, customer satisfaction scores, and feature adoption rates; present findings to leadership.

Essential Qualifications

• Minimum of 3 years of experience in customer‑facing support for B2B SaaS products.
• Fluent in written and spoken English, with the ability to communicate confidently with U.S. business stakeholders.
• Proven track record of guiding users through complex software features, resolving basic application issues, and conducting live training sessions.
• Strong analytical, listening, and problem‑solving skills, with the ability to distill complex requirements into clear, actionable documentation.
• Experience with ticketing systems (Zendesk, Intercom) and collaboration tools (Slack, Jira, Linear).
• Basic IT/helpdesk troubleshooting knowledge, including the ability to differentiate Tier 1 issues from those requiring escalation.
• Organizational excellence and meticulous attention to detail in ticket management and communication.
• Willingness to work U.S. Eastern Time business hours (9:00 AM–6:00 PM) and observe U.S. holidays.
• Demonstrated ability to work independently in a remote environment while maintaining high productivity and collaboration.

Preferred (Nice to Have) Skills

• Prior experience supporting U.S. B2B SaaS customers in the beauty, retail, or marketing technology space.
• Familiarity with analytics, reporting, and business intelligence platforms.
• Experience with data‑driven SaaS products, including dashboards, KPI tracking, and automated reporting.
• Knowledge of AI and machine learning concepts as they apply to market analytics.
• Multilingual capabilities (e.g., Korean) to facilitate communication with our Korea‑based teams.
• Experience with customer success metrics such as NPS, CSAT, and churn reduction.
• Background in data visualization tools (Tableau, Power BI, Looker) or experience creating custom visualizations.

What We Offer

At brighthush, we value our people as our greatest asset. In addition to a competitive salary, we provide a comprehensive benefits package that includes:

• Health, dental, and vision insurance (fully or partially covered).
• Flexible paid time off and a generous holiday schedule aligned with U.S. holidays.
• 401(k) retirement plan with company match.
• Continuous learning stipend for courses, certifications, and conferences.
• Remote work flexibility with a stipend for home office setup.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Annual company retreats and team‑building events.
• Access to cutting‑edge AI research and industry conferences.

Career Growth & Development

As a Customer Success & Product Support Specialist at brighthush, you will have a clear path to advance into senior support roles, product management, or customer success leadership. We invest in your growth through:

• Mentorship from senior product managers and engineers.
• Regular performance reviews and skill‑gap assessments.
• Opportunities to lead cross‑functional projects and initiatives.
• Access to industry conferences, webinars, and workshops.
• Internal mobility programs that allow you to explore other departments such as Data Science, Product Development, or Sales.
• Leadership training programs and certifications.
• Recognition programs that celebrate individual and team achievements.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a global team. We prioritize:

• Transparent communication and open feedback loops.
• A collaborative mindset that encourages knowledge sharing.
• Agile processes that empower teams to iterate quickly.
• Recognition of individual and team achievements.
• Commitment to diversity, equity, and inclusion.
• Regular virtual coffee chats and informal team gatherings.
• Clear career pathways and transparent promotion criteria.

Compensation & Benefits Snapshot

While specific salary ranges vary based on experience and location, we offer a competitive base salary that aligns with industry standards for senior customer success roles in the SaaS sector. In addition to the base, you will receive:

• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Annual salary reviews and market‑adjusted increases.
• Comprehensive health coverage, including mental health support.
• Generous paid time off, including sick days and personal days.
• Professional development budget for courses, certifications, and conferences.
• Home office stipend and remote work allowances.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced SaaS environment, and want to shape the future of beauty analytics, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Success & Product Support Specialist role.

Ready to join a team that’s redefining beauty with data? Apply now and help us empower beauty brands to make smarter, faster decisions.