Senior Customer Success & Technical Support Specialist – Automotive SaaS & Data Analytics Champion – Remote (Canada & USA) – Lead Dealer Success & Innovation at brighthush

Welcome to brighthush – Where Automotive Retail Meets Data‑Driven Innovation

At brighthush, we’re not just building software – we’re reshaping the entire automotive ecosystem. Our cloud‑native SaaS platform delivers real‑time analytics, predictive insights, and seamless integrations that empower dealers, OEMs, and service partners to optimize inventory, automate finance & insurance (F&I) processes, and elevate the customer experience. By turning raw data into actionable intelligence, we help our partners close more deals, reduce costs, and drive sustainable growth.

Operating from a remote‑first model, brighthush unites a diverse, high‑performing team across Canada, the United States, and beyond. We champion flexibility, autonomy, and a culture of continuous learning. If you thrive in a fast‑paced, data‑rich environment and enjoy turning complex problems into simple, elegant solutions, you’ll feel right at home with us.

About brighthush – Our Mission & Vision

brighthush was founded on the belief that data should be the engine that powers every decision in automotive retail. Our mission is to democratize data, making it accessible, understandable, and actionable for every dealer and partner. We envision a future where every automotive professional can leverage real‑time insights to drive profitability, customer satisfaction, and operational excellence.

Why This Role Matters

As a Senior Customer Success & Technical Support Specialist, you will be the frontline champion for our dealer and OEM partners. Your expertise will ensure that every customer can unlock the full value of brighthush’s platform, turning data into insights that drive revenue and operational excellence. You’ll play a pivotal role in shaping the customer journey, fostering loyalty, and driving product adoption.

Key Responsibilities – Your Impact in Action

• First‑Line Support Champion: Serve as the primary point of contact for all customer inquiries, ranging from usability questions to complex configuration issues.
• Issue Diagnosis & Resolution: Quickly assess technical and functional problems, leveraging deep product knowledge and diagnostic tools to provide accurate, timely solutions.
• Customer Advocacy: Act as the voice of the customer within brighthush, gathering feedback, identifying pain points, and collaborating with product, engineering, and sales teams to drive continuous improvement.
• Knowledge Base Stewardship: Create, update, and maintain high‑quality documentation, FAQs, and tutorial videos that empower users to self‑serve and reduce support ticket volume.
• Onboarding & Training: Conduct live onboarding sessions and training workshops for new dealer partners, ensuring they achieve quick wins and long‑term success.
• Performance Metrics & Reporting: Track key support metrics (e.g., first‑response time, resolution time, customer satisfaction scores) and generate actionable reports for leadership.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering to resolve escalated issues, share insights, and influence roadmap decisions.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in automotive retail and SaaS support.

Essential Qualifications – What We’re Looking For

• 5+ years of experience in customer support or technical support roles, preferably within SaaS or automotive technology.
• Strong understanding of automotive retail operations, inventory management, and F&I processes.
• Proficiency with support ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• Excellent verbal and written communication skills in English; additional language proficiency is a plus.
• Demonstrated ability to troubleshoot complex technical issues and provide clear, step‑by‑step solutions.
• Experience creating and maintaining knowledge base content, including articles, videos, and training materials.
• Self‑motivated, detail‑oriented, and able to thrive in a remote, distributed team environment.
• Strong analytical mindset with the ability to interpret data and translate findings into actionable recommendations.

Preferred Qualifications – Bonus Points

• Experience working with cloud‑native platforms and APIs.
• Background in data analytics or business intelligence tools (e.g., Tableau, Power BI).
• Prior exposure to automotive dealership software or CRM systems.
• Certifications in customer support, technical support, or automotive technology.
• Experience leading or mentoring junior support staff.

Skills & Competencies – The DNA of Success at brighthush

• Technical Proficiency: Comfortable with SQL, RESTful APIs, and basic scripting.
• Problem‑Solving: Ability to dissect issues, identify root causes, and devise effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Collaboration: Strong teamwork skills and the ability to influence cross‑functional partners.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting priorities on the fly.
• Time Management: Efficiently juggle multiple tickets, deadlines, and stakeholder expectations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Success & Technical Support Specialist, you’ll have access to:

• Structured mentorship programs with senior leaders across product, engineering, and sales.
• Regular training sessions on emerging automotive technologies, data analytics, and SaaS best practices.
• Opportunities to contribute to product roadmap discussions and influence feature development.
• Clear promotion paths to roles such as Support Manager, Customer Success Lead, or Product Specialist.
• Annual learning stipend to attend conferences, workshops, or pursue certifications.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere in Canada or the United States, with flexible hours that respect your work‑life balance. We foster:

• Collaboration: Weekly virtual town halls, cross‑team huddles, and open communication channels.
• Innovation: A “fail fast, learn faster” mindset that encourages experimentation and creative problem‑solving.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Wellness: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Recognition: Regular shout‑outs, peer recognition programs, and performance bonuses.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior support roles.
• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching (U.S.) or RRSP contribution matching (Canada).
• Unlimited paid time off and flexible holiday scheduling.
• Remote work stipend to set up a productive home office.
• Annual professional development stipend and access to online learning platforms.

How to Apply – Join the brighthush Revolution

If you’re ready to elevate dealer success, champion customer delight, and grow your career in a forward‑thinking SaaS environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build the future of automotive retail together.