Senior Customer Success Support Representative – SaaS Product Success & Client Experience Specialist at brighthush

About brighthush

brighthush is a trailblazing SaaS company that empowers property managers, real‑estate professionals, and hospitality operators to streamline operations, enhance guest experiences, and drive revenue growth. With a mission to simplify complex workflows through intuitive technology, brighthush has rapidly become a trusted partner for businesses worldwide. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. If you thrive in a fast‑moving environment, love turning challenges into opportunities, and want to make a tangible impact on our customers’ businesses, brighthush is the place for you.

Why This Role Matters

As a Customer Success Support Representative, you will be the frontline advocate for our clients, ensuring they extract maximum value from our platform. Your expertise will shape how customers perceive brighthush, influence product evolution, and drive adoption and retention. In this role, you will blend technical acumen, empathy, and strategic thinking to deliver solutions that help our customers achieve their business goals.

Key Responsibilities

• Customer Support Excellence: Respond to inquiries within SLA, troubleshoot issues, and resolve tickets at first contact whenever possible.
• Escalation Management: Identify complex problems, coordinate with senior Customer Success, technical, and product teams to ensure swift resolution.
• Proactive Customer Education: Deliver training sessions, create onboarding materials, and share best‑practice guides to accelerate product adoption.
• Product Feedback Loop: Capture user insights, prioritize feature requests, and collaborate with Product Development to shape the roadmap.
• Knowledge Management: Maintain detailed documentation of support interactions, update internal knowledge bases, and mentor peers.
• Continuous Learning: Stay current on industry trends, new product releases, and customer success methodologies to elevate service quality.

Essential Qualifications

• 3+ years of experience in a customer‑facing role within SaaS or technology services.
• Proven track record of meeting or exceeding CSAT, NPS, and first‑response metrics.
• Strong analytical and problem‑solving skills with a customer‑centric mindset.
• Excellent written and verbal communication; ability to simplify complex concepts for diverse audiences.
• Experience collaborating with cross‑functional teams (Product, Engineering, Sales, and Technical Support).
• Self‑motivated, organized, and able to manage multiple priorities in a dynamic environment.

Preferred Qualifications

• Experience with property management systems or hospitality SaaS solutions.
• Certifications in Customer Success, Support Operations, or related fields.
• Knowledge of CRM platforms (e.g., Salesforce, HubSpot) and help‑desk tools (e.g., Zendesk, Freshdesk).
• Fluency in multiple languages or experience serving international clients.
• Background in data analysis or reporting to inform product decisions.

Skills & Competencies

• Customer Advocacy: Passion for championing client needs and driving outcomes.
• Technical Fluency: Comfortable navigating complex software, troubleshooting, and documenting solutions.
• Communication: Clear, concise, and empathetic communication across written, verbal, and visual channels.
• Collaboration: Ability to work seamlessly with internal teams and external partners.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Continuous Improvement: Proactive learning mindset and commitment to personal and professional growth.

Career Growth & Learning Opportunities

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

• Progress to a Senior Support Engineer or Customer Success Manager role.
• Lead cross‑functional initiatives, such as product adoption campaigns or customer advocacy programs.
• Participate in mentorship programs, internal workshops, and industry conferences.
• Earn certifications in Customer Success, Product Management, or Technical Support.
• Contribute to strategic projects that shape the future of our platform.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, collaborative, and innovative workplace. Our values—Curiosity, Accountability, Impact, and Community—guide every decision. You’ll enjoy:

• Remote‑first flexibility with optional on‑site meetups.
• Open communication channels, including weekly all‑hands meetings and transparent OKR tracking.
• A culture of experimentation, where ideas are tested, failures are learned from, and successes are celebrated.
• Regular team‑building activities, hackathons, and wellness programs.
• Access to cutting‑edge tools, learning platforms, and a generous budget for professional development.

Compensation & Perks

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) matching (or equivalent retirement plan).
• Unlimited paid time off and flexible working hours.
• Generous parental leave and family support.
• Employee stock options or equity participation.
• Wellness stipend, gym memberships, and mental health resources.
• Annual company retreats and off‑site events.

Success Criteria & Performance Metrics

• First‑response time and ticket resolution within SLA.
• High CSAT and NPS scores reflecting customer satisfaction.
• Increased product adoption rates and reduced churn.
• Quality of customer feedback captured and communicated to Product.
• Professional development milestones, such as certifications earned.

How to Apply

Ready to join a team that values innovation, customer impact, and personal growth? Submit your resume and a cover letter that highlights your experience in customer success, your passion for technology, and a specific example of how you turned a challenging situation into a success story. We look forward to exploring how you can help brighthush’s customers thrive.

Apply Now –