Senior Customer Success & Support Specialist – Championing Design & Construction Excellence, User Advocacy, and Product Innovation at brighthush

About brighthush

brighthush is more than a software platform; it’s a movement that redefines how architects, engineers, contractors, and builders navigate the labyrinth of building codes, product specifications, and project collaboration. With a community of over 800,000 monthly active users, we deliver a single, intuitive interface that consolidates compliance data, product research, and real‑time collaboration tools. Our mission is simple yet powerful: to eliminate waste, reduce rework, and accelerate the journey from design to construction. By giving professionals the knowledge they need at the right moment, we help them build safer, more sustainable, and cost‑effective structures—homes, schools, hospitals, and offices that stand the test of time.

Why brighthush is the Place to Grow Your Career

At brighthush, we’re not just building software; we’re building a community of innovators who are passionate about reshaping the built environment. Our culture is rooted in curiosity, collaboration, and a relentless focus on customer impact. You’ll work alongside product leaders, content strategists, and industry experts who are as eager to learn as they are to share. Whether you’re troubleshooting a user’s query or advocating for a new feature, your voice will shape the future of construction technology.

Role Overview

We are seeking an exceptionally organized, empathetic, and proactive Senior Customer Success & Support Specialist to become the frontline champion for our brighthush community. In this full‑time role, you will be the bridge between our users and the product teams, ensuring that every interaction not only resolves immediate issues but also informs long‑term product strategy. Your deep understanding of user challenges will help us continuously refine our platform, making it even more intuitive and valuable for the entire AEC ecosystem.

Key Responsibilities

• Multi‑Channel Support Excellence: Manage the support phone line, live chat, and email inbox, delivering timely, accurate, and friendly assistance to users across North and South America.
• Product Advocacy: Act as the voice of the customer within brighthush, gathering feedback, identifying pain points, and collaborating with Product, Content, and Engineering teams to prioritize enhancements.
• Technical Troubleshooting: Diagnose and resolve platform issues, from user authentication to data synchronization, and document root causes for future reference.
• Bug Reporting & Quality Assurance: Identify potential bugs, create detailed bug reports, and work closely with Engineering to ensure swift resolution.
• Knowledge Base Leadership: Continuously improve internal support documentation, create user‑friendly guides, and lead the expansion of our external knowledge base to empower self‑service.
• Billing & Subscription Support: Assist users with subscription management, billing inquiries, and technical aspects of brighthush billing platforms.
• Community Engagement: Participate in user forums, webinars, and beta testing sessions to foster a vibrant, engaged user community.
• Process Optimization: Identify recurring support patterns, propose workflow improvements, and implement best practices to increase efficiency.

Essential Qualifications

• 2–4 years of experience in a customer‑facing role, preferably in SaaS or tech support.
• Proficiency with cloud‑based collaboration tools such as brighthush Workspace, brighthush Slack, and project management platforms.
• Experience with subscription management and billing systems (brighthush, brighthush, or similar) is highly desirable.
• Exceptional organizational skills with a keen eye for detail and a passion for process improvement.
• Strong verbal and written communication abilities; able to translate technical concepts into clear, concise language.
• Self‑motivated, curious, and eager to learn new technologies and industry trends.
• Humorous, approachable, and able to maintain composure under pressure.
• Demonstrated ability to work independently while collaborating across cross‑functional teams.

Preferred Qualifications

• Background in the AEC industry or familiarity with building codes and construction workflows.
• Experience with customer success metrics (CSAT, NPS, churn reduction) and using data to drive improvements.
• Knowledge of compliance standards (e.g., OSHA, NFPA, local building codes) and product specification databases.
• Experience with knowledge‑base platforms such as brighthush, brighthush, or brighthush.
• Multilingual capabilities, especially in Spanish or Portuguese, to support our growing Latin American user base.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for user challenges and a genuine desire to help them succeed.
• Problem‑Solving: Ability to diagnose complex issues, think critically, and propose actionable solutions.
• Communication: Clear, concise, and engaging communication across multiple channels.
• Collaboration: Comfortable working with Product, Engineering, Content, and Marketing teams.
• Adaptability: Thrive in a fast‑moving environment, quickly learning new tools and processes.
• Data‑Driven Decision Making: Use metrics and user feedback to inform support strategies and product improvements.
• Time Management: Prioritize tasks effectively, balancing urgent support tickets with long‑term initiatives.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As a Senior Customer Success & Support Specialist, you will:

• Gain deep expertise in construction technology and building codes.
• Collaborate with senior product leaders, giving you exposure to roadmap planning and feature prioritization.
• Develop a strong foundation in data analytics, customer success metrics, and user experience design.
• Participate in cross‑functional projects that span Product, Engineering, Content, and Marketing.
• Advance to roles such as Customer Success Manager, Product Support Lead, or even Product Manager, depending on your interests and strengths.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and continuous learning. We celebrate diversity and inclusion, fostering an environment where every voice is heard. Our remote culture is supported by:

• Regular virtual town halls and all‑hands meetings.
• Monthly “learning sprints” where team members share new tools, industry insights, or personal projects.
• Access to a curated library of courses, conferences, and certifications.
• Annual “innovation days” where employees can pitch and prototype new ideas.
• Flexible work hours that respect personal and cultural differences across time zones.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary range of $45,000 – $75,000 per year for this role. In addition, we provide:

• Health, dental, and vision insurance (for eligible employees).
• 401(k) matching program.
• Unlimited paid time off and a generous holiday schedule.
• Remote work stipend to support home office setup.
• Annual professional development budget.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Stock‑option or equity participation, aligning your success with the company’s growth.

How to Apply

If you’re passionate about making a tangible impact on the construction industry, love solving complex problems, and thrive in a collaborative, fast‑paced environment, we want to hear from you. Submit your application through our careers portal or send your resume and a brief cover letter to [email protected]. Let’s build the future of construction together.

Join brighthush Today

Become a key player in a mission‑driven company that is redefining how the world builds. Your expertise will help thousands of professionals design and construct with confidence, speed, and sustainability. Apply now and start your journey with brighthush—where every support ticket is an opportunity to innovate and every customer success story fuels our next breakthrough.