Senior Customer Support Analyst – Legal Accounting & SaaS Solutions – Remote (Brighthush)

About Brighthush

Brighthush is a trailblazer in the legal technology arena, delivering cloud‑based practice management and accounting solutions that empower law firms to operate with precision, efficiency, and confidence. With a global footprint that spans the United Kingdom, United States, New Zealand, Australia, and Canada, Brighthush has earned a reputation for innovation, reliability, and an unwavering commitment to customer success. Our mission is simple: to give legal professionals the tools they need to focus on what matters most—serving their clients—while we handle the technology.

Why Brighthush?

At Brighthush, you’ll join a fast‑growing, dynamic team that thrives on collaboration, continuous learning, and a culture that celebrates both individual and collective achievements. We believe that the best solutions are built by people who are passionate, curious, and customer‑centric. If you’re ready to make a tangible impact on the legal industry and grow your career in a supportive, forward‑thinking environment, Brighthush is the place for you.

Role Overview

We’re seeking a seasoned Customer Support Analyst to become the first line of defense for our valued users. In this role, you will be the voice of Brighthush, ensuring that every interaction is handled with professionalism, empathy, and technical excellence. You will work closely with our Customer Support Team Leader, collaborate across departments, and play a pivotal role in shaping the customer experience for our SaaS platform.

Key Responsibilities

• Serve as the primary point of contact for inbound support requests via live chat, email, and phone during Pacific and Mountain time zones.
• Manage a high‑volume ticket queue, prioritizing issues based on severity, impact, and SLA requirements.
• Diagnose and resolve Level 1 and Level 2 support tickets, employing root‑cause analysis and troubleshooting techniques.
• Conduct screen‑share sessions and remote troubleshooting to guide users through solutions in real time.
• Escalate complex issues to the appropriate internal teams—product, engineering, or third‑party partners—while providing comprehensive context and documentation.
• Document solutions, update knowledge base articles, and share best practices with the broader support community.
• Track and report on key performance indicators (KPIs) such as first‑response time, resolution time, customer satisfaction scores, and escalation rates.
• Collaborate with cross‑functional teams to identify recurring pain points and propose product improvements.
• Maintain a proactive communication loop with customers, setting realistic expectations and providing status updates throughout the resolution process.
• Participate in continuous improvement initiatives, including process reviews, training sessions, and tool enhancements.

Essential Qualifications

• Minimum of 3 years of customer‑facing experience in a help desk, technical support, or SaaS environment.
• Proven track record of managing Level 1 and Level 2 support tickets in a distributed, multi‑regional team.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
• Strong analytical mindset and aptitude for root‑cause analysis, enabling quick and effective problem resolution.
• Technical proficiency across a range of platforms, including CRM systems, ticketing tools, and remote desktop applications.
• Demonstrated ability to thrive in an agile, fast‑paced environment, collaborating across departments to deliver customer‑centric solutions.
• Positive, can‑do attitude and a genuine passion for customer success.

Preferred Qualifications

• Experience supporting legal practice management or accounting software.
• Familiarity with Brighthush’s product suite or similar SaaS solutions.
• Prior exposure to distributed team dynamics and cross‑time‑zone collaboration.
• Background in legal operations, practice management, or law firm administration.
• Knowledge of integration partners and third‑party tools commonly used in the legal tech ecosystem.

Skills & Competencies

• Customer‑centric mindset with a focus on delivering exceptional service.
• Strong problem‑solving skills and a “first‑time‑right” approach.
• Excellent time‑management and multitasking abilities.
• Adaptability to changing priorities and evolving customer needs.
• Team player who values collaboration and knowledge sharing.
• Proficiency in English; additional languages are a plus.

Career Growth & Learning Opportunities

At Brighthush, we invest heavily in the professional development of our team members. As a Customer Support Analyst, you will:

• Gain exposure to the full product lifecycle, from onboarding to advanced feature adoption.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access a robust learning platform that includes certifications, workshops, and mentorship programs.
• Progress into senior support roles, technical account management, or product management tracks.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions.

Work Environment & Culture

Brighthush fosters a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly team stand‑ups and cross‑departmental syncs.
• Open‑door communication channels with leadership.
• Regular virtual team‑building events and social gatherings.
• A flexible work schedule that respects work‑life balance.
• A collaborative environment where every voice is heard and valued.

Compensation & Benefits

We offer a competitive salary range of CAD 55,000 – 60,000 per year, commensurate with experience and performance. In addition, Brighthush provides a comprehensive benefits package designed to support your well‑being and future:

• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Paid birthday leave.
• Annual wellness stipend.
• Professional development budget and tuition reimbursement.
• Regular team‑building events and company retreats.
• Employee referral program with rewards.

How to Apply

If you’re ready to bring your expertise to a company that values innovation, customer success, and personal growth, we’d love to hear from you. Submit your application through our careers portal and join the Brighthush team in shaping the future of legal technology.

Join Brighthush Today!

Become part of a forward‑thinking organization that’s redefining how legal professionals work. Your passion for customer support, combined with your technical acumen, will help us deliver world‑class solutions to law firms around the globe. Apply now and start your journey with Brighthush.