Senior Customer Support Analyst – Legal Practice Management & SaaS Accounting Solutions Expert – Remote Global Team at brighthush

Welcome to brighthush – Where Legal Technology Meets Exceptional Customer Experience

At brighthush, we’re not just building software; we’re reshaping how legal professionals work, collaborate, and thrive. Our cloud‑native platform brings together practice‑management, accounting, and client‑communication tools into a single, intuitive experience that lawyers and in‑house teams trust worldwide. With a presence in the United Kingdom, United States, New Zealand, and Australia, we empower thousands of legal minds to focus on what matters most: delivering justice, not juggling spreadsheets.

Why Join brighthush? A Culture of Innovation, Impact, and Growth

We believe that the best products are created by teams that genuinely care about the people who use them. That philosophy drives our investment in people, culture, and continuous learning. Whether you’re a seasoned support professional or a recent graduate eager to grow, brighthush offers the resources, mentorship, and career pathways to help you thrive.

Remote‑First, Global Team

Our fully remote model means you can work from anywhere while collaborating with colleagues across multiple time zones. We use a suite of modern collaboration tools—Slack, Zoom, Jira, and a proprietary knowledge base—to keep our distributed teams connected and productive.

Impactful Work That Shapes the Future of Legal Tech

As a Senior Customer Support Analyst, you’ll be the first line of defense for our users. Your work will directly influence customer satisfaction, product adoption, and the overall success of our platform. Every ticket you resolve, every knowledge article you author, and every feedback loop you close helps shape the future of legal technology.

Key Responsibilities – What You’ll Do Every Day

• First‑Line Support Excellence: Serve as the primary point of contact for users via live chat, email, and phone, ensuring a welcoming and professional experience that reflects brighthush’s brand values.
• Ticket Management & Prioritization: Prioritize, triage, and manage a high volume of support tickets using our ticketing system, maintaining clear status updates for each case and ensuring no issue falls through the cracks.
• Rapid Issue Resolution: Diagnose and resolve user problems using phone calls, screen sharing, and detailed email correspondence, aiming for first‑contact resolution whenever possible.
• Escalation & Collaboration: Escalate complex issues to Level 2 or engineering teams with comprehensive, well‑documented information to minimize back‑and‑forth and accelerate resolution.
• Expectation Management: Set realistic timelines and communicate progress to customers and internal stakeholders, ensuring transparency and trust.
• Service Level Compliance: Meet or exceed SLA targets and performance metrics, contributing to our overall customer satisfaction score.
• Knowledge Sharing & Creation: Create and maintain knowledge base articles, FAQs, and troubleshooting guides to empower users and reduce repeat tickets.
• Continuous Improvement: Participate in post‑mortem reviews, suggest product enhancements, and collaborate with product and engineering teams to improve the user experience.
• Customer Advocacy: Represent the voice of the customer in cross‑functional meetings, ensuring that user feedback informs product roadmaps.
• Mentorship & Leadership: Mentor junior support analysts, share best practices, and help shape the support team’s culture and processes.

Essential Qualifications – What We’re Looking For

• Minimum of 3 years of customer‑facing support experience, preferably within SaaS or cloud‑based platforms.
• Proven track record in Level 1 and Level 2 support, handling a high ticket volume in a distributed environment.
• Strong interpersonal skills with a genuine, positive attitude toward customer service.
• Excellent written and verbal communication abilities across diverse stakeholder groups.
• Technically proficient, quick to learn new software, and comfortable troubleshooting across multiple operating systems.
• Experience working in an agile, cross‑functional team setting.
• Demonstrated ability to manage multiple priorities while maintaining high quality.

Preferred Qualifications – Bonus Points

• Background in legal practice management or accounting software.
• Experience with CRM or help‑desk platforms such as Zendesk, Freshdesk, or ServiceNow.
• Knowledge of legal industry terminology and compliance requirements.
• Fluency in multiple languages (English plus any additional language is a plus).
• Prior experience in a remote or hybrid work environment.
• Experience with data analytics tools (e.g., Tableau, Power BI) to track support metrics.

Core Skills & Competencies – The DNA of a Successful Analyst

• Customer‑Centric Mindset: Passion for solving problems and delivering exceptional service.
• Analytical Thinking: Ability to dissect complex issues and identify root causes quickly.
• Time Management: Prioritize tasks effectively while maintaining high quality.
• Collaboration: Work seamlessly with engineering, product, and sales teams.
• Adaptability: Thrive in a fast‑moving, evolving product landscape.
• Documentation: Produce clear, concise, and helpful knowledge base content.
• Empathy & Communication: Listen actively, respond with clarity, and build trust with users.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we’re committed to your professional development. As a Senior Customer Support Analyst, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new product features, industry trends, and advanced support techniques.
• Opportunities to transition into specialized roles such as Support Engineer, Product Specialist, or Customer Success Manager.
• Cross‑functional projects that expose you to product development, marketing, and sales.
• Annual performance reviews with clear pathways for promotion and salary adjustments.
• Leadership development workshops and coaching to prepare you for future managerial roles.
• Access to a learning stipend for courses, certifications, and conferences relevant to your career goals.

Work Environment & Culture – What Makes brighthush Unique

Our culture is built on transparency, respect, and a shared commitment to excellence. You’ll find:

• A remote‑first mindset that values work‑life balance and flexible schedules.
• Weekly virtual team huddles, monthly all‑hands meetings, and informal “coffee chats” to foster connection.
• Inclusive policies that celebrate diversity and encourage every voice to be heard.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.
• A focus on mental health and well‑being, with resources such as counseling services and wellness stipends.
• Transparent decision‑making processes and open channels for feedback.
• A collaborative environment where your ideas can shape product direction and company strategy.

Compensation & Benefits – We Value Your Contribution

We offer a competitive salary range of $55,000 – $60,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Birthday leave and flexible working arrangements.
• Continuous learning stipend for courses, certifications, and conferences.
• Employee referral bonuses and performance‑based incentives.
• Access to a company‑wide wellness program, including mental health support and fitness subsidies.
• Annual team retreats and off‑site events to celebrate milestones and build relationships.

Equal Opportunity Employer – Diversity & Inclusion at brighthush

brighthush is an equal‑opportunity employer that celebrates diversity and is 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, or any other protected status.

Ready to Make an Impact?

If you’re passionate about delivering world‑class customer support, thrive in a fast‑paced SaaS environment, and want to be part of a team that’s redefining legal technology, we want to hear from you. Join brighthush and help thousands of lawyers around the globe manage their practices more efficiently.