Senior Customer Support Advisor – Technical & SaaS Support Specialist for Innovative Location Marketing Cloud at brighthush

About brighthush and the Opportunity

brighthush is a trailblazer in the digital marketing arena, delivering a cutting‑edge Location Marketing Cloud that empowers brands to connect with customers in real‑time, wherever they are. With a global footprint and a portfolio of Fortune 500 clients, brighthush is redefining how businesses leverage data, geolocation, and AI to drive engagement, conversions, and loyalty. As part of our rapid expansion, we are looking for a Customer Support Advisor who thrives on solving complex technical challenges and who is passionate about delivering world‑class service to our B2B SaaS customers.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of a successful SaaS business. Our support team is not just a help desk; it is a strategic partner that helps our clients unlock the full potential of our platform. By joining us, you will:

• Work with a high‑impact product that is shaping the future of location‑based marketing.
• Collaborate with cross‑functional teams—Customer Success, Sales, Implementation, and Engineering—to deliver seamless solutions.
• Grow your technical skill set through hands‑on experience with modern tools such as Jira, Salesforce, Postman, and SQL.
• Benefit from a culture that values autonomy, continuous learning, and a healthy work‑life balance.
• Enjoy a competitive compensation package, flexible remote work, and a comprehensive benefits program.

Key Responsibilities

As a Customer Support Advisor at brighthush, you will be the first line of defense for our clients’ technical inquiries. Your day‑to‑day tasks will include:

• Ticket Management: Receive, triage, and resolve support tickets from our clients, ensuring timely and accurate responses that meet or exceed our SLA targets.
• Bug Escalation: Identify, document, and route bugs to the appropriate internal teams using Jira, providing clear reproduction steps and impact analysis.
• Cross‑Team Collaboration: Work closely with Customer Success, Sales, and Implementation teams to understand client needs, share insights, and co‑create solutions.
• Knowledge Base Development: Author and maintain detailed documentation, FAQs, and troubleshooting guides to empower both clients and internal teams.
• Data Analysis: Use Excel or Google Sheets to track ticket metrics, identify trends, and recommend process improvements.
• Client Onboarding Support: Assist new customers during the implementation phase, ensuring a smooth transition from sales to active usage.
• Continuous Improvement: Participate in post‑incident reviews, contribute to root‑cause analyses, and help refine our support workflows.

Essential Qualifications

• Minimum 1‑2 years of experience in customer or technical support, preferably within a B2B SaaS environment.
• Fluent in written and spoken English; additional languages are a plus.
• Strong problem‑solving skills with the ability to quickly grasp complex technical concepts.
• Proficiency with ticketing systems (Jira) and CRM platforms (Salesforce).
• Experience working independently in a remote setting, with a reliable high‑speed internet connection.
• Basic proficiency in Excel or Google Sheets for data tracking and reporting.
• Demonstrated ability to collaborate across international teams and time zones.
• Some college education or equivalent professional experience.
• Legal eligibility to work in the Republic of the Philippines.

Preferred Qualifications & Bonus Skills

• Basic MySQL knowledge—writing and updating queries.
• Understanding of HTML, CSS, and JavaScript; ability to troubleshoot browser‑related issues.
• Experience with API testing tools such as Postman.
• Familiarity with location‑based services on platforms like Google Maps and Facebook.
• Prior exposure to agile development practices and sprint ceremonies.
• Experience with data visualization tools (e.g., Tableau, Power BI) is a plus.

Core Skills & Competencies

• Technical Aptitude: Comfortable navigating complex software environments and troubleshooting technical issues.
• Communication: Clear, concise, and empathetic communication in both written and verbal formats.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Organizational Discipline: Ability to prioritize multiple tickets, manage time effectively, and maintain meticulous records.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Adaptability: Comfortable with change, new tools, and evolving processes.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent and fostering professional development. As a Customer Support Advisor, you will have access to:

• Structured onboarding and mentorship programs led by senior support engineers.
• Regular training sessions on our platform, new features, and industry best practices.
• Opportunities to shadow product managers and engineers to gain deeper product knowledge.
• Clear career pathways—whether you aspire to become a Senior Support Specialist, Technical Account Manager, or Product Support Engineer.
• Support for certifications (e.g., Salesforce Administrator, Jira Project Management).
• Annual performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere while staying connected through collaborative tools and regular virtual town halls. Our culture is built on:

• Inclusivity: A diverse workforce that values different perspectives and backgrounds.
• Transparency: Open communication channels, from leadership updates to project dashboards.
• Innovation: Encouraging experimentation, continuous improvement, and a growth mindset.
• Well‑being: Flexible schedules, mental health resources, and virtual wellness programs.
• Community: Regular virtual coffee chats, hackathons, and volunteer initiatives.

Compensation & Benefits

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

• Base salary aligned with industry standards for remote B2B SaaS support roles in the Philippines.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution rates.
• Health and dental insurance coverage for you and your dependents.
• Flexible paid time off and a generous holiday schedule.
• Monthly stipend for home office equipment and high‑speed internet.
• Access to an employee wellness program, including virtual fitness classes and mental health counseling.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you are a proactive, tech‑savvy professional who loves turning challenges into solutions, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you are the perfect fit for the Customer Support Advisor role at brighthush. Join us in shaping the future of location marketing and delivering unparalleled support to our global clientele.

Ready to take the next step? Click the link below to apply and start your journey with brighthush today!