Senior Customer Success Specialist – Frontline Support & Product Evangelist for a Rapidly Scaling E‑Commerce SaaS Platform at brighthush – Empowering Local Businesses

About brighthush

brighthush is more than a technology company; it’s a movement that is reshaping the way small, local businesses connect with their customers in the digital age. Founded in 2011, we began as a vibrant online marketplace for local florists, and over the past decade we have expanded our expertise to serve four distinct verticals: floral, food, liquor, and butchers. Our mission is simple yet powerful – to level the playing field for small businesses by providing them with industry‑specific, vertically focused software that helps them acquire, retain, and delight customers both online and offline. With headquarters in Santa Monica, CA, and a growing roster of remote talent, brighthush is at the forefront of the next wave of e‑commerce innovation.

Why brighthush?

• Impactful Work – Every interaction you have helps a local shop owner grow their business and bring joy to their community.
• Fast‑Paced Growth – We’re scaling quickly, which means you’ll see your contributions reflected in real time.
• Inclusive Culture – No hierarchy, no bureaucracy, just a team of real people solving real problems.
• Remote Flexibility – Work from anywhere while staying connected to a vibrant, collaborative team.
• Investor Support – Backed by leading venture capital firms such as brighthush, brighthush, and brighthush, we have the resources to innovate and grow.

Position Overview

As a Senior Customer Success Specialist at brighthush, you will be the first point of contact for our valued customers and partner merchants. You’ll provide top‑notch Tier 1 support via phone, email, and live chat, ensuring that every interaction is handled with empathy, efficiency, and a genuine desire to help. This role is ideal for someone who thrives in a fast‑paced environment, loves problem‑solving, and is passionate about supporting small businesses.

Key Responsibilities

• First‑Line Support – Deliver friendly, accurate, and timely assistance to customers and merchants across all communication channels.
• Issue Diagnosis & Resolution – Listen actively, diagnose problems, and provide clear, actionable solutions that keep users satisfied.
• Escalation Management – Identify complex technical or product issues and route them to the appropriate engineering or product teams with detailed context.
• Product Evangelism – Become a subject‑matter expert on brighthush’s platform, guiding users on best practices and advanced features to help them grow their businesses.
• Process Improvement – Track recurring issues, identify trends, and collaborate with cross‑functional teams to refine support workflows and product design.
• Customer Advocacy – Champion the user experience, ensuring that every interaction reflects brighthush’s commitment to excellence.
• Data Capture & Reporting – Log all interactions accurately in our CRM (brighthush or equivalent) and generate regular reports on key metrics such as response time, resolution rate, and customer satisfaction.
• Mentorship & Knowledge Sharing – Coach junior team members, share best practices, and contribute to the creation of internal knowledge bases.
• Community Building – Participate in user groups, webinars, and local events to strengthen the brighthush ecosystem.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• 2+ years of customer‑facing experience in retail, hospitality, or tech support.
• Strong verbal and written communication skills in English; Spanish proficiency is a plus.
• Comfortable using CRM systems (brighthush, brighthush, or similar) and support ticketing tools.
• Demonstrated ability to remain calm, organized, and solution‑oriented under pressure.
• Empathy and a genuine passion for helping small business owners succeed.
• Self‑starter with a proactive mindset and a willingness to learn new technologies quickly.

Preferred Qualifications

• Experience in the e‑commerce or SaaS industry.
• Knowledge of the floral, food, liquor, or butchery verticals.
• Previous exposure to a fast‑growth startup environment.
• Multilingual capabilities beyond Spanish.
• Certifications in customer service or technical support.

Core Skills & Competencies

• Communication Excellence – Articulate complex information clearly and concisely.
• Problem‑Solving – Break down issues into actionable steps and think critically to find solutions.
• Technical Aptitude – Quickly learn and navigate new software platforms and tools.
• Customer‑Centric Mindset – Prioritize user satisfaction and advocate for their needs.
• Collaboration – Work effectively with engineering, product, and marketing teams.
• Adaptability – Thrive in a dynamic environment with evolving priorities.
• Time Management – Balance multiple tickets, follow‑ups, and internal meetings efficiently.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Specialist, you’ll have the chance to:

• Progress to a Senior Support Specialist or Team Lead role.
• Transition into Product Management, Quality Assurance, or Customer Success.
• Participate in cross‑functional projects that shape the future of our platform.
• Attend industry conferences, webinars, and workshops at no cost.
• Receive mentorship from seasoned leaders who are committed to your professional growth.
• Lead initiatives that directly influence product roadmap and customer experience.
• Earn certifications in SaaS support, customer success, or related fields through our learning portal.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our team values:

• Open Communication – Regular town‑halls, feedback loops, and transparent decision‑making.
• Work‑Life Balance – Flexible schedules, remote work options, and generous paid time off.
• Diversity & Inclusion – A welcoming environment for people of all backgrounds, identities, and perspectives.
• Community Impact – Initiatives that give back to local communities and support small businesses.
• Fun & Recognition – Team celebrations, hackathons, and recognition programs that celebrate achievements.
• Continuous Learning – Access to an internal knowledge base, peer‑to‑peer learning sessions, and a stipend for external courses.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited vacation policy and paid holidays.
• Professional development stipend.
• Wellness programs and mental health resources.
• Remote work stipend and equipment allowance.
• Access to a company‑wide wellness app and monthly fitness challenges.

How to Apply

If you’re ready to join a mission‑driven team that is redefining how local businesses connect with their customers, we’d love to hear from you. Click the link below to submit your application and become part of the brighthush family.

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