Senior Customer Support Advisor – Remote Germany (Chat & Email Specialist) – Champion Customer Success & Satisfaction at brighthush – Drive Exceptional Digital Experiences for Global Brands

About brighthush

brighthush is a trailblazing customer experience platform that empowers global brands to deliver seamless, personalized support across every digital touchpoint. With a mission to transform routine interactions into memorable moments, we blend cutting‑edge technology, data‑driven insights, and a human‑centric approach to create support ecosystems that scale with ambition. Our remote‑first culture, headquartered in Germany, brings together a diverse, high‑performing team that thrives on creativity, agility, and continuous learning.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a workplace that celebrates individuality, rewards impact, and nurtures growth. Here’s what sets us apart:

• Competitive Compensation – A base salary that reflects market standards for remote customer support roles in Germany, paired with performance‑based incentives that reward your contributions.
• Fully Remote Flexibility – Work from home or any location within Germany, with a schedule that aligns with the German time zone.
• Access to world‑class training programs – From onboarding to advanced skill development, we invest in your growth.
• A collaborative, inclusive, and supportive culture that celebrates diversity, encourages innovation, and fosters open dialogue.
• Opportunities to shape processes and influence product direction through your frontline insights.
• Recognition programs that celebrate achievements and milestones.
• Health and wellness benefits, including a company‑sponsored health plan and mental health resources.
• Generous paid time off, public holidays, and an annual stipend for home‑office equipment and internet connectivity.

Your Role & Responsibilities

As a Senior Customer Support Advisor, you’ll be the voice of brighthush, ensuring every customer interaction is handled with care, efficiency, and professionalism. Your day‑to‑day tasks will include:

Key Responsibilities

• Responding to customer inquiries via chat and email in both German and English, maintaining a friendly and professional tone.
• Diagnosing and resolving issues, from simple account questions to complex technical challenges, using our internal knowledge base and support tools.
• Escalating unresolved problems to the appropriate internal teams (Product, Engineering, Billing) while keeping the customer informed throughout the process.
• Documenting all interactions accurately in our CRM system, ensuring data integrity and compliance with data privacy regulations.
• Analyzing customer feedback to identify recurring themes, pain points, and opportunities for product or service improvement.
• Collaborating with cross‑functional teams to refine support workflows, create new knowledge articles, and implement best practices.
• Maintaining a high level of professionalism, empathy, and positivity, even under pressure or during high‑volume periods.
• Participating in continuous improvement initiatives, such as A/B testing of response templates or contributing to the development of automated chatbots.
• Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and taking proactive steps to improve them.
• Actively contributing to the creation and maintenance of a comprehensive knowledge base that empowers both customers and teammates.
• Representing brighthush at virtual community events, webinars, and industry conferences to showcase our commitment to customer success.

Essential Qualifications

• Fluency in German and English (both written and spoken).
• Strong written communication skills with the ability to convey complex information clearly and politely.
• Experience with customer support systems (CRM, helpdesk, ticketing) and a willingness to learn new tools quickly.
• Proven problem‑solving abilities and meticulous attention to detail.
• Capacity to manage a high volume of chat and email inquiries while maintaining quality and response time targets.
• Self‑motivated, adaptable, and comfortable working independently in a remote environment.
• Excellent time‑management and organizational skills, with the ability to prioritize tasks effectively.
• Strong interpersonal skills and a genuine desire to help customers succeed.
• Basic understanding of data privacy regulations (GDPR) and best practices for handling sensitive customer information.
• Experience in a fast‑paced, high‑volume support environment is a plus.

Preferred Experience

• Previous role in customer service, technical support, or a related field – experience in a SaaS or tech company is a plus.
• Hands‑on experience with chat and email support channels.
• Familiarity with brighthush CRM platform and knowledge management systems.
• Experience in a remote‑first organization, demonstrating self‑discipline and strong communication habits.
• Knowledge of data privacy regulations (GDPR) and best practices for handling sensitive customer information.
• Experience with A/B testing or data‑driven decision making in a support context.
• Proficiency in using analytics dashboards to track and report on support metrics.
• Experience in creating or maintaining knowledge base articles and training materials.

Skills & Competencies

• Digital Literacy – comfortable navigating multiple digital platforms and staying up‑to‑date with emerging communication tools.
• Strong analytical mindset – ability to interpret data, spot trends, and recommend actionable improvements.
• Resilience and composure under pressure, maintaining a calm and professional demeanor in challenging situations.
• Excellent time management – juggling multiple conversations, tickets, and internal tasks simultaneously.
• Collaborative spirit – working effectively with product, engineering, and marketing teams to resolve issues and enhance the customer journey.
• Continuous learning mindset – proactively seeking feedback, attending training sessions, and staying current with industry best practices.
• Strong empathy and active listening skills, enabling you to understand and address customer needs quickly.
• Proficiency in using analytics dashboards to track and report on support metrics.
• Adaptability to new processes, tools, and technologies as brighthush evolves.
• Strong organizational skills, ensuring accurate documentation and knowledge base updates.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Support Advisor, you’ll have the chance to:

• Advance into Senior Support Specialist or Team Lead roles, overseeing a group of advisors and shaping support strategy.
• Transition into Product Management or Customer Success tracks, leveraging your frontline insights to influence product roadmaps.
• Participate in cross‑functional projects that drive innovation across the organization.
• Attend industry conferences, webinars, and workshops to broaden your skill set and network with peers.
• Benefit from a structured learning and development program that includes mentorship, coaching, and access to online courses.
• Take ownership of new initiatives, such as developing automated response templates or chatbot scripts, and see the impact on customer satisfaction.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our remote‑first approach means:

• Flexible working hours aligned with the German time zone, with occasional evening or weekend coverage as needed.
• Regular virtual team meetings, town halls, and informal “coffee chats” to foster connection.
• A flat hierarchy that encourages open dialogue and quick decision‑making.
• Recognition programs that celebrate achievements and milestones.
• Inclusive policies that support work‑life balance, mental health, and personal well‑being.
• Access to a vibrant community of remote teammates who share knowledge, celebrate wins, and support each other.

Compensation & Benefits

• A competitive base salary that reflects market standards for remote customer support roles in Germany.
• Performance‑based bonuses tied to customer satisfaction metrics, response time, and quality scores.
• Health and wellness benefits, including a company‑sponsored health plan and access to mental health resources.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Annual stipend for home‑office equipment and internet connectivity.
• Access to a comprehensive benefits portal with discounts on tech products, fitness memberships, and more.
• Opportunities for professional development and continuous learning.
• Participation in company‑wide initiatives that promote sustainability and social responsibility.

How to Apply

Ready to bring your customer support expertise to a forward‑thinking, remote‑first organization? Submit your updated resume and a brief cover letter highlighting your relevant experience and motivation to join brighthush. Please include the subject line “Customer Support Advisor – Remote Germany Application.” Applications can be submitted through our online portal or sent directly to [email protected].

Join brighthush Today

At brighthush, we’re redefining what it means to deliver exceptional customer support in a digital world. If you’re passionate about helping customers succeed, thrive in a fast‑paced remote environment, and want to grow your career while making a real impact, we want to hear from you. Apply now and become a vital part of our mission to create brighter, more connected customer experiences worldwide.