Senior Customer Success & Technical Support Specialist – Driving Data‑Powered User Adoption, Retention, and Product Excellence in a Remote, Cloud‑Native SaaS Ecosystem at brighthush

Welcome to brighthush – Where Data Turns Into Delight

At brighthush, we’re not just building a product; we’re crafting an experience that transforms raw numbers into intuitive, actionable insights. Our cloud‑native analytics‑as‑a‑service platform empowers product managers, designers, researchers, and data scientists worldwide to make smarter, faster decisions without the overhead of traditional data warehouses. Every line of code, every dashboard, and every integration is engineered for speed, scalability, and simplicity.

We’re a remote‑first, growth‑oriented company that thrives on curiosity, experimentation, and continuous learning. If you’re passionate about turning data into delight and love the challenge of solving real‑world problems for a global customer base, brighthush is the place where your expertise will shape the future of analytics.

Why This Role is a Game‑Changer

In the fast‑moving SaaS landscape, support is more than a help desk – it’s the heartbeat of the product experience. As a Senior Customer Success & Technical Support Specialist, you will be the frontline ambassador who turns every user interaction into a story of success, delight, and growth. Your expertise will shape how new adopters navigate our platform, how complex technical issues are resolved, and how user feedback is translated into product improvements. Every ticket you handle directly influences user retention, product adoption, and the overall success of the platform.

Key Responsibilities

• Resolve Support Inquiries: Handle a high volume of inbound tickets via our support platform, email, and chat, ensuring timely, accurate, and empathetic responses.
• Coordinate Recruitment Workflows: Partner with the Talent Acquisition team to streamline onboarding of new hires, manage interview scheduling, and maintain candidate communication.
• Troubleshoot User Issues: Diagnose and resolve technical problems, from account configuration to integration glitches, using analytical thinking and deep product knowledge.
• Document Solutions: Create and maintain clear, concise knowledge base articles, ensuring that both customers and internal teams have access to up‑to‑date resources.
• Collaborate Cross‑Functionally: Work closely with Product, Engineering, and Marketing to relay user feedback, identify recurring pain points, and advocate for product improvements.
• Measure Success: Track key support metrics (first‑response time, resolution time, CSAT scores) and present insights to leadership to drive continuous improvement.
• Stay Informed: Keep abreast of industry trends, new features, and best practices in customer support to maintain a high standard of service.
• Mentor Junior Team Members: Share knowledge, provide coaching, and help new hires acclimate to the brighthush support ecosystem.
• Lead Escalation Management: Own the escalation process for high‑impact incidents, coordinating with engineering and product to resolve issues swiftly.
• Champion User Adoption: Proactively reach out to users to guide them through new features, ensuring they derive maximum value from the platform.

Essential Qualifications

• Minimum 2 years of experience in customer support, preferably within SaaS or technology companies.
• Fluent written English with excellent communication skills; additional languages are a plus.
• Hands‑on experience with brighthush’s platform, API, integrations, and support tools.
• Demonstrated ability to work independently in a remote, asynchronous environment.
• Strong problem‑solving skills and a proactive mindset.
• Experience coordinating with third‑party service providers and managing vendor relationships.
• Comfortable using data to drive decisions and improve processes.

Preferred Qualifications

• Experience in a high‑growth SaaS startup environment.
• Knowledge of customer success metrics and tools such as brighthush or similar.
• Familiarity with API integrations and basic troubleshooting of webhooks.
• Background in recruitment or HR technology.
• Previous experience in a remote‑first company culture.

Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software platforms, troubleshooting technical issues, and documenting solutions.
• Communication: Clear, concise, and empathetic written communication that resonates with diverse audiences.
• Organizational Acumen: Ability to manage multiple priorities, meet deadlines, and maintain meticulous records.
• Collaboration: Strong teamwork skills, with a track record of working effectively across departments.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity for growth.
• Customer‑Centric Mindset: Passion for delivering exceptional user experiences and turning feedback into actionable improvements.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared journey. As a Senior Customer Support Specialist, you’ll have access to:

• Mentorship from senior leaders in Product, Engineering, and Customer Success.
• Regular training sessions on new product features, industry best practices, and soft‑skill development.
• Opportunities to transition into Customer Success, Product Management, or Technical Support Engineering roles.
• Participation in cross‑functional projects that influence product roadmap and company strategy.
• Annual learning stipend to attend conferences, workshops, or online courses.

Work Environment & Culture at brighthush

Remote‑First, Global Team: Work from anywhere in the United Kingdom, collaborating with colleagues across time zones via our internal communication platform and knowledge base.

Asynchronous Workflows: Flexible hours that respect your personal rhythm while ensuring coverage for our global user base.

Inclusive & Transparent Culture: Open communication, regular town‑halls, and a flat hierarchy that encourages ideas from every level.

Fun & Engaging: Monthly virtual coffee breaks, game nights, and quarterly retreats that keep the team connected and energized.

Innovation‑Driven: A culture that rewards experimentation, data‑driven decision making, and continuous improvement.

Compensation, Perks, and Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market rates for remote SaaS support roles in the UK.
• Performance‑based bonuses tied to customer satisfaction metrics and product adoption goals.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off policy, with additional days for volunteering or personal development.
• Equity or stock‑option program to share in the company’s long‑term success.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Access to a digital learning platform and a generous annual learning budget.

Success Stories

Case Study 1 – Rapid Onboarding: A new client in the fintech sector needed to integrate our platform within 48 hours. With your swift troubleshooting and clear documentation, the client achieved full operational status in record time, resulting in a 30% increase in their monthly active users within the first month.

Case Study 2 – Feedback Loop: A recurring issue with data export was identified through your ticket analysis. By collaborating with Product and Engineering, a new export feature was launched, reducing support tickets by 25% and boosting CSAT scores from 82% to 91%.

Case Study 3 – Community Champion: Your proactive outreach during a platform outage helped maintain trust, and your follow‑up survey revealed insights that led to a new knowledge base structure, improving self‑service rates by 40%.

FAQs

• What does a typical day look like? You’ll start by reviewing the ticket queue, prioritizing urgent issues, and responding to new inquiries. Mid‑day, you’ll collaborate with cross‑functional teams to address recurring pain points, and in the afternoon, you’ll update knowledge base articles and analyze support metrics.
• How is performance measured? Key metrics include first‑response time, resolution time, CSAT scores, and the number of knowledge base articles authored. We celebrate both individual and team achievements.
• What growth paths are available? Opportunities include moving into Customer Success, Product Management, or Technical Support Engineering. We encourage internal mobility and provide the resources to make it happen.
• What tools will I use? You’ll work with our ticketing system, internal chat platform, documentation hub, and collaboration tools. All tools are cloud‑based and accessible from anywhere.
• Is remote work truly flexible? Yes. We trust you to manage your own schedule while ensuring coverage for our global user base. Asynchronous workflows and clear communication guidelines keep the team aligned.

Apply for this role at brighthush