Senior Customer Success & Technical Support Specialist – Level 1 & 2 – Remote Full‑Time – Championing Real‑Time Language Translation Innovation at brighthush

Welcome to brighthush – Where Language Meets Innovation

At brighthush, we’re rewriting the rules of global communication. Our AI‑driven platform delivers instant, context‑aware translations in over 50 languages, empowering businesses, media houses, and multinational teams to collaborate seamlessly across borders. From nimble startups to Fortune 500 enterprises, our clients rely on brighthush to keep conversations flowing naturally, no matter where they are in the world.

About brighthush

Founded by seasoned technologists and language enthusiasts, brighthush has evolved from a small lab to a trusted partner for companies that demand reliable, scalable translation services. We operate on a truly global scale, serving customers in North America, Europe, Asia, and beyond, while remaining headquartered in the United States. Our mission is simple yet ambitious: to make real‑time translation effortless, accurate, and accessible to everyone.

Why Join brighthush?

Working at brighthush means being part of a mission‑driven team that is reshaping how the world communicates. We’re not just building a translation platform; we’re creating a bridge that connects cultures, ideas, and opportunities. Our remote‑first model gives you the freedom to work from anywhere in the United States, Canada, or the United Kingdom, while still feeling connected to a vibrant, collaborative team.

We celebrate diversity, encourage open dialogue, and ensure every voice is heard. Our culture is built on transparency, innovation, and inclusivity, and we’re constantly looking for talent that shares our passion for language, technology, and customer success.

Role Overview

As a Senior Customer Success & Technical Support Specialist, you will be the first line of defense for our global customer base. You’ll handle Level 1 and Level 2 support tickets, troubleshoot complex technical issues, and collaborate closely with our product and engineering teams to drive continuous improvement. Your work will directly influence the satisfaction of thousands of users and the evolution of our platform.

Key Responsibilities

• Ticket Management: Receive, triage, and resolve support requests via our ticketing system, ensuring SLA compliance and high customer satisfaction.
• Technical Troubleshooting: Diagnose and resolve issues related to API usage, integration, data handling, and platform performance.
• Knowledge Base Development: Create and maintain comprehensive glossaries and knowledge base articles that empower customers to self‑serve and reduce ticket volume.
• Product & Engineering Collaboration: Report bugs, suggest feature improvements, and provide actionable insights from customer interactions.
• Post‑Resolution Follow‑Ups: Conduct follow‑ups to ensure issues are fully resolved and customers are satisfied.
• Continuous Improvement: Participate in process optimization, automation, and knowledge base enrichment initiatives.
• Metrics & Dashboards: Assist in the creation of customer success metrics and dashboards to track support performance and identify trends.
• Cross‑Functional Alignment: Engage with Sales, Marketing, and Customer Success to align on customer goals and success plans.

Impactful Projects

Beyond day‑to‑day support, you’ll have the opportunity to lead projects that shape the future of our platform. Whether it’s spearheading a new self‑service portal, automating repetitive ticket responses, or collaborating on a feature that enhances API stability, your work will directly influence how thousands of users experience brighthush.

Essential Qualifications

• Recent graduate or early‑career professional with a bachelor’s degree in Computer Science, Information Technology, Linguistics, or a related field.
• Strong database and data handling skills; experience with SQL, NoSQL, or data manipulation tools.
• Excellent written and verbal communication in English; additional language skills are a plus.
• Demonstrated research abilities and a keen eye for detail.
• Familiarity with customer support tools and ticketing systems.
• Basic understanding of API integration and web technologies (REST, JSON, OAuth).
• Self‑motivated, proactive, and able to work independently in a remote environment.
• Strong problem‑solving skills and the ability to think critically under pressure.

Preferred Qualifications

• Experience in a technical support or customer success role within a SaaS or AI‑driven company.
• Knowledge of translation technologies, NLP, or linguistic data processing.
• Experience with scripting languages (Python, Bash) for automation and data extraction.
• Familiarity with Agile methodologies and collaboration tools.
• Previous exposure to customer success metrics and KPI tracking.
• Multilingual proficiency (any additional language beyond English).

Skills & Competencies

• Technical Aptitude: Comfortable navigating complex systems, troubleshooting code, and working with APIs.
• Communication: Clear, concise, and empathetic communication in both written and spoken English.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Collaboration: Strong teamwork skills and the ability to coordinate across multiple departments.
• Adaptability: Comfortable with rapid change, new technologies, and evolving customer needs.
• Time Management: Efficiently prioritize tasks, manage multiple tickets, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Success & Technical Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer or Technical Account Manager role within 12–18 months.
• Participate in ongoing training programs covering advanced API usage, data science fundamentals, and AI ethics.
• Attend industry conferences and workshops to stay ahead of emerging trends in language technology.
• Contribute to product development by providing customer insights that shape new features.
• Engage in cross‑functional projects that broaden your skill set and expose you to different business functions.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first approach means you can work from anywhere in the United States, Canada, or the United Kingdom, while still feeling connected to a vibrant, collaborative team.

We celebrate diversity and encourage open dialogue, ensuring every voice is heard. Our team enjoys:

• Weekly virtual coffee chats and team building activities.
• Access to a digital learning library and budget for external courses.
• Flexible work hours that respect personal commitments.
• Regular feedback loops and performance reviews that focus on growth.
• A supportive mentorship program pairing new hires with experienced teammates.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance for employees and their families.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited remote work flexibility and a stipend for home office setup.
• Employee stock purchase plan to share in brighthush’s growth.

How to Apply

Ready to be part of a team that is shaping the future of global communication? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply for this job

Closing

At brighthush, we’re building more than just a translation platform—we’re creating a community where language barriers dissolve and ideas flow freely. If you’re eager to make a tangible impact, thrive in a fast‑paced, innovative environment, and want to grow alongside a forward‑thinking team, we invite you to apply for this role today.