Senior Customer Success Representative – Live Chat, Email & Phone Support Specialist for AI‑Powered Dental Practice Management Solutions at brighthush

Welcome to brighthush – Pioneering AI in Dental Care

At brighthush, we are redefining how dental practices operate by harnessing the power of artificial intelligence. Our platform delivers intelligent scheduling, predictive analytics, and automated patient communication that not only streamline daily workflows but also elevate patient care and unlock new revenue opportunities. With a rapidly expanding customer base across Europe, we are on a mission to empower every dentist, hygienist, and practice manager with tools that are as intuitive as they are transformative.

As a Senior Customer Success Representative, you will be the frontline ambassador of our brand, ensuring that every interaction leaves a lasting impression of excellence. Your role will be pivotal in shaping the customer journey from the first hello to long‑term partnership, and you will have the chance to influence product development, support processes, and the overall customer experience.

Why brighthush is the Place to Grow Your Career

• Be part of a high‑growth, AI‑driven startup that is reshaping the dental industry.
• Own the entire customer journey – from first contact to long‑term success.
• Work in a culture that prioritizes exceptional support and proactive onboarding.
• Enjoy a permanent, full‑time role with competitive compensation and equity.
• Remote work across the EU – work from wherever you thrive.
• Opportunity to influence product development and support processes.

Key Responsibilities – Your Impact in Action

Customer Support & First‑Line Assistance

• Serve as the first point of contact for customers via live‑chat, email, and phone, delivering rapid, accurate, and friendly responses.
• Resolve first‑level support tickets, troubleshoot issues, and determine when escalation to the Analyst or Medical teams is required.
• Maintain a high level of customer satisfaction by monitoring CSAT scores, NPS, and other key metrics.
• Document all interactions in the CRM, ensuring a single source of truth for every customer.

Onboarding & Training Excellence

• Conduct onboarding calls and product demos for new customers, guiding them from registration to their first successful case.
• Create and deliver customized training materials tailored to each practice’s workflow.
• Track onboarding progress using a structured playbook, ensuring a smooth transition to self‑service.
• Collect feedback from new users to refine the onboarding experience.

CRM & Knowledge Base Management

• Keep the CRM (e.g., Pipedrive) up‑to‑date with accurate customer data and interaction history.
• Expand and maintain the Help‑Center documentation, ensuring that customers can find answers to common questions independently.
• Identify knowledge gaps and collaborate with product teams to improve resources.
• Implement tagging and categorization best practices to enhance searchability.

Proactive Customer Engagement

• Reach out to customers before they encounter problems, offering tips, best practices, and product updates.
• Run outreach and win‑back campaigns to re‑engage inactive accounts.
• Gather feedback and insights to inform product enhancements and support improvements.
• Track engagement metrics and adjust outreach strategies accordingly.

Continuous Improvement & Automation

• Analyze support workflows to identify bottlenecks and opportunities for automation.
• Implement and test new tools or scripts that reduce repetitive tasks and improve response times.
• Collaborate with engineering and product teams to roll out process enhancements.
• Document automation workflows and share best practices across the support organization.

Essential Qualifications – What We Expect

• Proven experience in customer support or account management, preferably in a SaaS environment.
• Hands‑on experience with live‑chat, helpdesk, or ticketing systems; familiarity with CRM platforms such as Pipedrive is a plus.
• Fluency in German and English (written and spoken). Additional languages are a strong advantage.
• Strong understanding of the daily needs of dental professionals; prior experience in the dental industry is beneficial but not mandatory.
• Excellent organizational skills and meticulous attention to detail.
• Friendly, courteous, and highly customer‑oriented communication style.
• Analytical mindset – you persist until a problem is fully resolved, not just passed on.
• Proactive approach to automation and efficiency – you constantly seek ways to streamline repetitive work.

Preferred Qualifications – Bonus Points

• Experience in a high‑growth tech startup or AI‑driven company.
• Knowledge of dental practice management software or related tools.
• Background in data analysis or process improvement.
• Experience with remote collaboration tools and distributed teams.
• Certifications in customer success, AI fundamentals, or dental industry best practices.

Skills & Competencies – What Makes You Thrive

• Exceptional written and verbal communication.
• Problem‑solving aptitude and critical thinking.
• Customer empathy and the ability to build rapport quickly.
• Technical aptitude – comfortable learning new software and troubleshooting.
• Time‑management and prioritization in a fast‑paced environment.
• Team collaboration and cross‑functional coordination.
• Adaptability – thriving in a dynamic, evolving product landscape.

Career Growth & Learning Opportunities – Your Path Forward

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

• Progress into senior support or account management roles, taking on larger accounts and more complex challenges.
• Take on product‑feedback responsibilities, influencing the roadmap and shaping future features.
• Lead training initiatives and mentor new hires, becoming a go‑to expert within the team.
• Participate in continuous learning programs, including certifications in customer success, AI fundamentals, and dental industry best practices.
• Engage in cross‑departmental projects that broaden your skill set and visibility across the organization.
• Earn equity options that align your success with the company’s long‑term growth.

Work Environment & Culture – Where Innovation Meets Support

brighthush fosters a culture of transparency, innovation, and collaboration. Our remote teams thrive on:

• Regular virtual stand‑ups and all‑hands meetings that keep everyone aligned.
• Open channels for feedback and idea sharing, ensuring every voice is heard.
• Flexible work hours that respect work‑life balance, allowing you to perform at your best.
• Access to cutting‑edge tools and resources that empower you to deliver exceptional support.
• A supportive environment where learning, experimentation, and growth are celebrated.

Compensation & Benefits – Rewarding Your Impact

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition, you will receive:

• Performance‑based bonuses and equity options that share in our success.
• Health and wellness benefits, including mental health support and flexible medical coverage.
• Professional development budget for courses, conferences, and certifications.
• Annual company retreats and team‑building events that strengthen our community.
• Generous paid time off and a flexible holiday policy to recharge and stay inspired.
• Remote work stipend and equipment allowance to create your ideal home office.

Ready to Make an Impact?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to help shape the future of dental AI, we want to hear from you. Join brighthush and become a key player in transforming how dental practices operate worldwide.

Apply today and start your journey with brighthush!