Senior Customer Support Analyst – Legal Accounting & SaaS Solutions Specialist at brighthush

About brighthush

brighthush is a trailblazer in the legal technology space, delivering cutting‑edge SaaS solutions that empower law firms to streamline practice management, accounting, and client collaboration. With a global footprint that spans the United Kingdom, United States, New Zealand, Australia, and Canada, we are committed to helping thousands of lawyers and legal professionals run highly efficient, profitable practices. Our culture is built on innovation, customer obsession, and a relentless pursuit of excellence. As we continue to scale, we’re looking for talented individuals who thrive in fast‑moving, distributed teams and who share our passion for transforming the legal industry.

Why Join brighthush?

• Impact at Scale – Your work will directly influence the daily operations of law firms worldwide, helping them save time, reduce errors, and increase revenue.
• Career Growth – We invest heavily in professional development, offering mentorship, certifications, and clear promotion pathways from support to product, engineering, and leadership roles.
• Inclusive, Flexible Environment – Remote-first, with flexible hours that accommodate Pacific and Mountain time zones, and a culture that values work‑life balance.
• Competitive Compensation & Perks – Market‑aligned salary, comprehensive health benefits, retirement plans, generous paid time off, and a vibrant community of learning and collaboration.
• Diversity & Accessibility – brighthush welcomes applicants of all backgrounds and abilities. We provide accommodations throughout the hiring process and maintain a confidential, respectful approach to all requests.

Key Responsibilities

As a Customer Support Analyst, you will be the first line of defense for our users, ensuring that every interaction is handled with professionalism, empathy, and technical precision. Your day-to-day will involve:

• Managing a high‑volume ticket queue across Pacific and Mountain time zones, prioritizing issues based on impact and urgency.
• Conducting root‑cause analysis to diagnose user problems, leveraging your strong analytical skills and technical curiosity.
• Facilitating live screen‑share sessions, phone calls, and email exchanges to guide users toward resolution.
• Escalating complex issues to Level 2 support, development, or third‑party partners with complete, actionable context.
• Documenting solutions and updating the internal knowledge base to improve team efficiency and customer self‑service.
• Maintaining SLA compliance and driving key performance indicators such as first‑response time, resolution rate, and customer satisfaction.
• Collaborating cross‑functionally with product, engineering, and sales teams to surface recurring pain points and influence product roadmap.
• Representing the user’s voice in internal meetings, ensuring that customer needs remain at the forefront of decision‑making.
• Adapting to evolving product features, integrations, and industry regulations while maintaining a “First Time Right” mindset.

Essential Qualifications

• Minimum 3 years of customer‑facing experience in a help desk or support role, preferably within a SaaS environment.
• Diploma, certificate, or coursework in accounting or bookkeeping, or at least one year of hands‑on bookkeeping/accounting experience.
• Proven experience in Level 1 and Level 2 support within a geographically distributed team.
• Exceptional oral, written, and presentation communication skills, capable of engaging stakeholders at all levels.
• Technically minded with the ability to quickly learn new platforms, APIs, and integrations.
• Comfortable working in an agile, cross‑functional environment, delivering results under tight deadlines.
• Availability during Pacific and Mountain time zone business hours.

Preferred Qualifications

• Experience working in a distributed, remote team.
• Familiarity with brighthush’s core product suite or integration partners.
• Background in legal software or practice management solutions.
• Experience as a practice manager or operations manager in a law firm.
• Understanding of accounts payable/receivable, bank reconciliations, and month‑end close processes.
• Additional certifications in accounting or finance.

Skills & Competencies

• Customer‑Centric Mindset – Passion for solving user problems and delivering delight.
• Analytical Thinking – Ability to dissect complex issues and identify root causes.
• Technical Proficiency – Comfortable with CRM systems, ticketing platforms, and basic scripting.
• Time Management – Juggling multiple priorities while meeting SLA targets.
• Collaboration & Influence – Working effectively with cross‑functional teams to drive outcomes.
• Adaptability – Thriving in a fast‑changing product landscape and evolving customer needs.
• Communication Excellence – Clear, concise, and empathetic communication across channels.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As a Customer Support Analyst, you will have access to:

• Mentorship programs pairing you with senior leaders in support, product, and engineering.
• Internal certification tracks in product knowledge, customer success, and technical troubleshooting.
• Cross‑departmental projects that expose you to product development, marketing, and sales.
• Annual learning stipend for external courses, conferences, or certifications.
• Clear promotion pathways to Senior Support Analyst, Support Manager, or Product Specialist roles.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Canada, with a flexible schedule that respects your personal commitments. We foster a collaborative atmosphere through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Regular virtual coffee chats and informal “watercooler” channels.
• Annual virtual retreats and quarterly team‑building events.
• Open‑door leadership policy, encouraging transparent communication.
• Commitment to psychological safety, ensuring every voice is heard.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary – CAD 55,000 – 60,000 per year, commensurate with experience.
• Health & Wellness – Comprehensive medical, dental, and vision plans.
• Retirement Plans – 401(k) with company match.
• Paid Time Off – Generous PTO, including a dedicated birthday off.
• Flexible Working – Remote work with flexible hours.
• Professional Development – Training budget, certifications, and conference support.
• Team Events – Frequent virtual and in‑person team‑building activities.
• Inclusive Culture – Commitment to diversity, equity, and inclusion.

How to Apply

If you’re ready to make a tangible impact on the legal industry, bring your passion for customer success, and thrive in a dynamic, distributed environment, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

For any accessibility accommodations, please email [email protected]. All requests are handled confidentially.

Ready to join brighthush?