Senior Customer Support Analyst – Creator Platform & Influencer Relations – Remote (Americas)

About brighthush

brighthush is a trailblazing creator‑centric platform that empowers brands to collaborate with the world’s most authentic voices. Since our founding in 2016, we have grown into a vibrant, remote‑first community of over 40 talented professionals spanning 13+ countries. Our mission is simple yet powerful: to streamline the partnership between brands and creators, enabling both to thrive in an ever‑evolving digital landscape.

With a network of more than 68,500 vetted creators across 35+ countries—primarily in the U.S.—brighthush provides a seamless, data‑driven ecosystem for content creation, campaign management, and performance analytics. Today, more than 2,000 mid‑size brands rely on our platform to launch influencer campaigns, produce high‑impact content, and accelerate business growth.

Creators are reshaping marketing, and at brighthush we’re at the forefront of this transformation. If you’re passionate about the future of brand‑creator collaboration and want to be part of a fast‑moving, purpose‑driven team, we invite you to join our journey.

Why brighthush?

• Remote‑First Culture: Work from anywhere in the Americas while staying connected to a global team.
• Impactful Work: Your contributions directly influence the success of brands and creators worldwide.
• Growth Opportunities: Rapid career progression, mentorship, and continuous learning.
• Diverse & Inclusive: A multicultural environment that celebrates different perspectives.
• Competitive Compensation: Market‑aligned pay, performance bonuses, and comprehensive benefits.

Role Overview

As a Senior Customer Support Analyst on our Creators Growth Team, you will be the frontline advocate for creators across the U.S., Canada, Europe, and the U.K. Your primary focus will be to resolve technical and operational issues, streamline support processes, and champion a culture of continuous improvement. This role is ideal for someone who thrives in a dynamic startup environment, loves problem‑solving, and is eager to shape the future of creator‑brand interactions.

Key Responsibilities

• Creator Issue Resolution: Provide timely, accurate answers to creator inquiries via email and chat, diagnosing and resolving common technical problems using our admin tools.
• Ticket Management: Create, track, and close support tickets for unresolved issues, ensuring clear communication with creators and internal stakeholders.
• Process Optimization: Design and refine support ticket classification tags to enhance transparency and analytics.
• Metrics Ownership: Monitor and report on support efficiency metrics—volume per creator, response time, resolution time, and category distribution.
• Product Feedback: Deliver actionable insights to product and engineering teams to reduce support requests and improve platform usability.
• Knowledge Base Development: Build and maintain a library of standard responses, automate communications where possible, and keep the FAQ up‑to‑date.
• Account Management: Enforce quality policies by applying appropriate actions (hide, unhide, suspend) for unresponsive or non‑professional creators.
• Transaction Oversight: Monitor platform transactions, follow up on pending payments, and coordinate with brands and creators to resolve discrepancies.
• Escalation Handling: Approve, refuse, or elevate transaction decline requests from brands and creators.
• Cross‑Functional Collaboration: Coordinate with Customer Success, Product, and Marketing teams to close deals, manage brand relationships, and support app store reviews.
• Continuous Improvement: Participate in brainstorming sessions, propose process enhancements, and drive efficiency gains across the support workflow.

Essential Qualifications

• 2–3 years of experience in a customer support or help‑desk role.
• Fluent written and verbal communication in English (C1 proficiency or higher).
• Proficiency with remote collaboration tools, spreadsheets, and messaging platforms.
• Strong analytical mindset with the ability to interpret data and identify trends.
• Customer‑centric attitude—able to empathize with creators and brands alike.
• Self‑motivated, proactive, and comfortable working independently in a fast‑paced environment.
• Excellent organizational and time‑management skills, capable of juggling multiple tickets simultaneously.
• Experience handling high ticket volumes and maintaining quality under pressure.

Preferred Qualifications

• Background in supporting content creators or influencers.
• Familiarity with CRM and ticketing systems.
• Experience leveraging AI tools to enhance support workflows.
• Knowledge of platform analytics and performance metrics.

Skills & Competencies

• Problem‑solving and troubleshooting.
• Effective communication—both written and verbal.
• Data analysis and reporting.
• Process design and continuous improvement.
• Collaboration across cross‑functional teams.
• Adaptability to evolving tools and processes.

Career Growth & Learning

At brighthush, we believe in nurturing talent. As a Senior Customer Support Analyst, you’ll have the opportunity to:

• Lead initiatives that shape the support strategy and platform roadmap.
• Mentor junior support staff and share best practices.
• Attend industry conferences, webinars, and training sessions.
• Transition into product management, operations, or account management roles.

Work Environment & Culture

Our remote‑first culture means you’ll collaborate with colleagues across time zones, using video calls, chat, and shared documents. We celebrate diversity, encourage open dialogue, and foster a supportive atmosphere where every voice matters. Regular virtual team events, hackathons, and wellness initiatives keep our community connected and energized.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to support metrics and platform growth.
• Health, dental, and vision coverage (where applicable).
• Flexible work hours and generous paid time off.
• Professional development budget and access to learning platforms.
• Equity or profit‑sharing options for long‑term contributors.

How to Apply

Ready to make a difference in the creator economy? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Support Analyst role at brighthush. Highlight any relevant experience with creator platforms, ticketing systems, or AI‑powered support tools.

Closing

Join brighthush and help shape the next chapter of creator‑brand collaboration. Your expertise will empower creators to succeed, brands to grow, and the entire ecosystem to thrive. We’re excited to welcome a dedicated, innovative, and customer‑focused professional to our team.

Apply today and become a pivotal part of brighthush’s mission to revolutionize marketing through authentic creator partnerships.