Senior Customer Support Lead – Real Estate Technology & SaaS Solutions – Hybrid Costa Rica – Champion Customer Success at brighthush

Introduction

At brighthush, we’re redefining the future of real estate by blending cutting‑edge technology, data‑driven insights, and world‑class service. Our mission is simple: empower clients to make smarter, faster decisions that create lasting value for communities worldwide. As we expand our brighthush Technologies Customer Experience team, we’re looking for a dynamic, customer‑centric leader who can drive excellence across a portfolio of leading real‑estate SaaS platforms.

Role Overview

As the Senior Customer Support Lead, you will serve as the linchpin between our global client base and the internal teams that keep their operations running smoothly. Based in Costa Rica, you’ll work in a hybrid model that balances in‑office collaboration with the flexibility of remote work. Your primary focus will be to manage a high‑volume, multi‑channel support queue, mentor a talented group of associates, and continuously improve our knowledge base to support both human agents and AI‑powered self‑service tools.

Key Responsibilities

• Team Leadership & Queue Management – Coordinate and prioritize the shared ticket queue across chat, call, and email channels, ensuring balanced workload distribution and adherence to SLA targets.
• Mentorship & Coaching – Provide hands‑on guidance to Customer Support Associates on troubleshooting methodology, tone, and escalation protocols, fostering a culture of continuous learning.
• Queue Health & Performance Monitoring – Track queue metrics, identify emerging trends or systemic issues, and collaborate with the Customer Experience Manager to implement corrective actions.
• Escalation Management – Act as the first escalation point for complex or sensitive client issues, coordinating with engineering, vendors, and senior leadership before routing to higher tiers.
• User Administration – Configure, update, and terminate user accounts across supported applications, ensuring secure and compliant access for all users.
• Training & Knowledge Management – Create and update end‑user training materials and internal knowledge articles, ensuring clarity, accuracy, and alignment with AI response frameworks.
• First & Second‑Level Support – Deliver direct, high‑quality support to end users across North and South American client accounts, managing second‑level transfers to the brighthush internal team when necessary.
• Vendor & Third‑Level Support Coordination – Escalate issues to SaaS vendors for third‑level support, maintaining strong relationships and ensuring timely resolution.
• AI Enablement & Optimization – Analyze AI response effectiveness, refine documentation, and collaborate with the AI team to enhance self‑service capabilities.
• Implementation & Testing – Support the rollout of new modules and periodic system upgrades, including test execution, data uploads, and compliance documentation.
• Reporting & Analytics – Generate business reports, audit trails, and compliance documentation for internal stakeholders and external auditors.

Essential Qualifications

• Bachelor’s degree from an accredited institution.
• 5–7 years of professional experience in customer support, with a proven track record of mentoring or leading peers.
• Hands‑on experience with real‑estate SaaS platforms, particularly our proprietary solutions for property management, accounting, and analytics.
• Strong troubleshooting skills and the ability to navigate complex customer conversations with empathy and clarity.
• Exceptional written and verbal communication, including the ability to author structured knowledge content for both human readers and AI systems.
• Proven ability to prioritize and manage a varied queue of customer escalations in a fast‑paced environment.
• Organized, detail‑oriented, and comfortable working independently while collaborating closely with a distributed team.
• Fluent in English (reading and writing); proficiency in French, Spanish, or Portuguese is a plus.

Preferred Qualifications

• Subject‑matter expertise across multiple product offerings within the real‑estate technology stack.
• Strong customer relationship management skills and a history of building lasting client partnerships.
• Familiarity with commercial real‑estate operations and the technologies that drive them.
• Experience creating and delivering customer training materials, both in person and via virtual platforms.
• Knowledge of AI‑driven support tools and experience in optimizing knowledge bases for machine learning.

Skills & Competencies

• Leadership & Team Development
• Customer‑Centric Problem Solving
• Data‑Driven Decision Making
• Process Improvement & Automation
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Technical Proficiency (SaaS, CRM, Knowledge Management Systems)
• Strategic Communication

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Senior Customer Support Lead, you’ll:

• Lead initiatives that shape the future of our support operations, influencing product roadmap and customer experience strategy.
• Participate in cross‑functional projects that expose you to engineering, product management, and data analytics.
• Access a robust learning ecosystem, including certifications in SaaS support, AI knowledge management, and real‑estate technology.
• Benefit from mentorship programs that pair you with senior leaders across the organization.
• Earn performance‑based bonuses and recognition awards that celebrate your impact on client satisfaction.

Work Environment & Company Culture

Our hybrid model blends the best of in‑office collaboration with the flexibility of remote work. The Costa Rica office is a vibrant hub that encourages creativity, teamwork, and a healthy work‑life balance. At brighthush, we celebrate diversity, champion inclusion, and foster an environment where every voice is heard. We invest in:

• Team‑building retreats and community service initiatives.
• Wellness programs, including gym memberships, mental health resources, and flexible scheduling.
• Continuous feedback loops that empower employees to shape their career paths.
• A culture of transparency, where leadership shares company vision, goals, and progress openly.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and flexible holiday scheduling.
• Professional development stipend and tuition reimbursement.
• Employee stock purchase plan and equity options.
• Wellness benefits such as gym subsidies, mindfulness apps, and mental health counseling.

How to Apply

If you’re passionate about elevating customer experience, thrive in a fast‑paced, tech‑driven environment, and want to make a tangible impact on the real‑estate industry, we’d love to hear from you. Even if you don’t meet every requirement, we encourage you to apply – we’re excited to learn what unique strengths you bring to the table.

Ready to join a forward‑thinking team that’s shaping the future of real‑estate technology? Click the link below to submit your application and start your journey with brighthush.