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

About brighthush

brighthush is the vanguard of AI‑driven beauty market intelligence. We empower beauty brands, retailers, and distributors with real‑time data, predictive analytics, and actionable insights that turn raw market information into intuitive dashboards, trend reports, and strategic recommendations. By marrying machine learning with advanced data science, we transform 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.