Senior Customer Support Analyst – Legal Practice Management & Accounting SaaS – Fully Remote

About brighthush

brighthush is a global leader in legal practice management and accounting software. With a presence in the United Kingdom, United States, New Zealand, and Australia, we empower thousands of lawyers and law firms to streamline their operations, enhance client relationships, and achieve greater profitability. Our cloud‑based SaaS platform is trusted by firms of all sizes, from solo practitioners to multinational enterprises. At brighthush, we believe that technology should work for people, not the other way around, and we are committed to delivering exceptional value through innovation, reliability, and outstanding customer support.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a culture that celebrates curiosity, collaboration, and continuous learning. We offer a fully remote work environment that gives you the flexibility to balance your professional and personal life while staying connected to a vibrant, global team. Our people are our greatest asset, and we invest heavily in their growth through mentorship, training, and career‑advancement pathways. If you thrive in a fast‑paced, customer‑centric setting and want to make a real impact on the legal industry, brighthush is the place for you.

Position Overview

As a Senior Customer Support Analyst for our legal practice management and accounting SaaS, you will be the first line of defense for our users. You’ll handle live chat, email, and phone inquiries, troubleshoot issues, and collaborate with product, engineering, and sales teams to ensure a seamless experience for every client. Your work will directly influence customer satisfaction, retention, and the overall success of our platform.

Key Responsibilities

• Act as the primary point of contact for users via live chat, email, and phone, delivering timely, accurate, and empathetic support.
• Manage and prioritize a dynamic queue of support tickets, ensuring that each ticket is addressed within agreed service level agreements (SLAs).
• Investigate, diagnose, and resolve Level 1 and Level 2 support issues using phone calls, screen sharing, and detailed email communication.
• Aim to resolve the majority of tickets on first contact, while escalating more complex problems to the appropriate internal teams with comprehensive context.
• Balance business priorities and customer needs, making informed decisions about ticket prioritization and resource allocation.
• Set realistic expectations with customers and stakeholders, providing clear timelines and status updates throughout the resolution process.
• Maintain accurate, up‑to‑date documentation in our ticketing system, ensuring knowledge is captured for future reference.
• Collaborate with cross‑functional teams—product, engineering, sales, and marketing—to share insights, provide feedback, and contribute to product improvements.
• Participate in continuous improvement initiatives, such as root‑cause analysis, knowledge‑base updates, and process optimization.
• Meet or exceed performance metrics, including first‑contact resolution rate, ticket volume, and customer satisfaction scores.

Essential Qualifications

• Minimum of 3 years of customer‑facing experience in support or help‑desk roles, preferably within a SaaS environment.
• Proven track record of delivering Level 1 and Level 2 support in distributed, cross‑functional teams.
• Strong interpersonal skills with a positive, solution‑oriented attitude.
• Excellent written and verbal communication abilities, capable of tailoring messages to diverse stakeholders.
• Technically proficient and quick to learn new platforms, tools, and processes.
• Experience working in an agile, fast‑moving environment, comfortable with iterative development cycles.
• Self‑motivated, organized, and able to manage multiple priorities simultaneously.

Preferred Qualifications

• Experience in the legal technology or accounting software space.
• Knowledge of CRM systems and ticketing platforms such as Zendesk, Freshdesk, or ServiceNow.
• Familiarity with remote collaboration tools (Zoom, Teams, Slack, Confluence).
• Previous exposure to customer success or account management roles.
• Multilingual abilities, especially in languages spoken in our key markets (e.g., Spanish, French, Mandarin).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for understanding user needs and delivering exceptional service.
• Problem‑Solving: Ability to diagnose complex issues quickly and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting technical problems.
• Collaboration: Strong teamwork skills, working seamlessly with product, engineering, and sales.
• Adaptability: Thrives in a dynamic, evolving environment with shifting priorities.
• Time Management: Efficiently handles high ticket volumes while maintaining quality.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Support Analyst, you will have access to:

• Structured mentorship programs with senior leaders and product experts.
• Regular training sessions on new product features, industry trends, and advanced support techniques.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Engineer, or Technical Account Manager.
• Participation in cross‑departmental projects, giving you exposure to product development, sales strategy, and marketing initiatives.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Culture

brighthush fosters a culture of transparency, respect, and innovation. Even though we are fully remote, we maintain a strong sense of community through:

• Weekly virtual town halls and team check‑ins.
• Monthly virtual happy hours and themed coffee chats.
• Quarterly in‑person retreats (when travel is feasible) to strengthen team bonds.
• Open‑door communication channels with leadership, encouraging feedback and idea sharing.
• Commitment to work‑life balance, with flexible hours and generous paid time off.

Compensation & Benefits

We offer a competitive salary range of £55,000 – £60,000 (or equivalent in local currency), commensurate with experience and performance. In addition to base pay, you will receive:

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Flexible working arrangements and paid time off, including a birthday leave day.
• Team‑building events and virtual social gatherings.
• Ongoing training and development budget to support your career growth.
• Employee referral bonuses and recognition programs.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other protected status.

Ready to Join brighthush?

If you are a proactive, customer‑focused professional who thrives in a fast‑paced SaaS environment, we would love to hear from you. Bring your expertise, curiosity, and passion for legal technology to a team that values innovation, collaboration, and impact. Apply today and help us shape the future of legal practice management.