Senior Customer Success & Technical Support Specialist – Remote Client Experience Champion – Driving Service Excellence & Product Adoption at brighthush

About brighthush

brighthush is a forward‑thinking technology leader that delivers innovative software solutions and robust cloud infrastructure to businesses across the United States and beyond. As a fully remote‑first organization, we empower our team members to work from anywhere while fostering a culture of collaboration, creativity, and continuous learning. Our mission is simple yet powerful: help our clients scale, innovate, and thrive in an ever‑evolving digital landscape. If you’re passionate about technology, customer success, and making a tangible impact, brighthush is the place where your skills will shine and your career will accelerate.

Role Overview

We’re seeking a dedicated Senior Customer Success & Technical Support Specialist to become the voice of brighthush. In this role, you will be the primary point of contact for our clients, ensuring they receive timely, accurate, and friendly support across phone, email, and live chat. Your work will directly influence customer satisfaction, product adoption, and overall business success. Whether troubleshooting a technical issue or guiding a user through a new feature, you’ll help our customers feel confident and valued at every interaction.

What You’ll Be Doing

• Deliver exceptional customer service via phone, email, and live chat, addressing inquiries, troubleshooting issues, and providing actionable solutions.
• Resolve customer concerns in a timely, efficient, and professional manner, ensuring a positive outcome for both the client and the company.
• Act as a bridge between the client and our technical teams by assisting customers with product‑related questions, technical support, and service inquiries.
• Maintain accurate documentation of all customer interactions, feedback, and issues in our CRM system, preserving a clear audit trail for future reference.
• Follow up proactively with customers to confirm issue resolution and gather satisfaction feedback, turning data into actionable insights.
• Collaborate closely with the technical support team to escalated complex issues, ensuring a seamless handoff and resolution.
• Stay current on product updates, service offerings, and company policies to provide informed, up‑to‑date support.
• Identify improvement opportunities to enhance the customer experience and contribute to process‑improvement initiatives.
• Provide constructive feedback to product and development teams based on customer input, driving continuous product enhancement.
• Achieve and exceed customer satisfaction goals and key performance metrics, such as CSAT, NPS, and first‑contact resolution.

Essential Qualifications

• Minimum of 1 year of experience in a customer service role, preferably within a technology or SaaS environment.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong problem‑solving skills and a solution‑oriented mindset, capable of troubleshooting and resolving issues efficiently.
• Positive, friendly demeanor that builds rapport and trust with customers.
• Proficiency with customer service software and CRM tools such as Zendesk, Freshdesk, or Salesforce.
• Ability to remain calm under pressure and handle challenging customer interactions with professionalism.
• Self‑starter attitude, thriving in a remote work environment with strong time‑management and organizational skills.
• Passion for delivering top‑tier customer experiences and making a difference for clients.

Preferred Qualifications

• Experience in technical support or a tech‑centric industry, with a solid understanding of software products and troubleshooting.
• Familiarity with API integrations, cloud platforms, or SaaS product lifecycles.
• Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling sensitive information.
• Experience with customer success metrics and analytics tools.
• Previous exposure to remote team collaboration tools such as Slack, Teams, or Asana.

Skills & Competencies

• Exceptional communication and active listening skills that enable you to understand and address customer needs quickly.
• Strong analytical and critical‑thinking abilities to diagnose problems and recommend effective solutions.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team‑player mindset with a willingness to collaborate across departments.
• Customer‑centric mindset that always prioritizes the client’s needs.
• Data‑driven decision making to use metrics and feedback to drive continuous improvement.

Career Growth & Development

At brighthush, we believe in investing in our people. As a Senior Customer Success & Technical Support Specialist, you’ll have a clear career trajectory that can lead to roles such as Senior Support Specialist, Customer Success Manager, or even Product Support Lead. We provide:

• Competitive hourly pay ranging from $21 to $28, with performance‑based raises and bonuses.
• Paid training and ongoing professional development to sharpen your customer service and technical skills.
• Mentorship programs and cross‑functional projects that broaden your experience.
• Regular performance reviews and career planning sessions to map your growth path.
• Access to industry conferences, webinars, and certification programs.

Work Environment & Company Culture

brighthush is a remote‑first company that values flexibility, autonomy, and results. Our culture is built on:

• Open communication and transparency across all levels.
• Collaboration across teams, encouraging knowledge sharing and innovation.
• A focus on work‑life balance, with flexible hours and a results‑oriented approach.
• An inclusive and diverse workplace where every voice is heard and respected.
• Regular virtual team events, hackathons, and learning sessions to keep the community engaged.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

We offer a comprehensive benefits package designed to support your health, well‑being, and financial security:

• Competitive hourly wage ($21–$28) with potential for performance bonuses.
• Health, dental, and vision insurance plans.
• Access to mental health resources and wellness programs.
• Paid time off, holidays, and generous parental leave.
• Fully remote position with flexible work schedule.
• Tech stipend for setting up your home office.
• Access to co‑working space memberships for those who prefer a shared environment.
• Employee discounts on tech products and wellness services.
• Generous employee referral bonuses.
• Annual stipend for professional development courses and certifications.

How to Apply

If you’re ready to join a company that values its team, empowers you to succeed, and places customer experience at the heart of everything we do, we want to hear from you. Click the link below to submit your application and become a vital part of the brighthush family.

Apply to this Job

Closing Statement

At brighthush, we’re not just building technology; we’re building relationships, trust, and a future where every client feels supported and empowered. If you’re passionate about delivering exceptional service, thrive in a remote environment, and want to grow alongside a forward‑thinking tech company, we encourage you to apply today. Join us and help shape the next generation of customer success.