Senior Customer Support & Onboarding Specialist – Remote SaaS Champion for Nonprofit Grant‑Funding Platform at brighthush

About brighthush

brighthush is more than a B2B SaaS company; it is a movement that empowers nonprofit organizations worldwide to secure the funding they need to transform communities. By marrying cutting‑edge technology with deep industry insight, we provide a platform that streamlines grant discovery, application, and reporting, allowing nonprofits to focus on the missions that matter most. Our data‑driven approach gives donors, foundations, and grant‑makers the tools they need to make informed decisions, while our user‑friendly interface ensures that every nonprofit—regardless of size or technical expertise—can navigate the complex funding landscape with confidence.

As we scale rapidly, we are building a team of passionate, customer‑centric professionals who share our vision of a world where every nonprofit has the resources to thrive. If you are driven by purpose, thrive in a fast‑moving environment, and want to make a tangible impact, brighthush is the place for you.

Why Join brighthush?

• Mission‑Driven Impact – Every interaction you have helps a nonprofit secure vital resources that directly support their programs.
• Remote‑First Culture – Work from anywhere in the world with a fully distributed team that values flexibility and results.
• Ownership & Autonomy – Own the entire customer support and onboarding journey, from design to execution, and see the direct impact of your work.
• Career Growth – Fast‑track your career with continuous learning, mentorship, and clear advancement paths into Customer Success, Product Management, or Leadership roles.
• Competitive Compensation – Earn a market‑competitive salary in USD, with performance bonuses and equity options that reward your contributions.
• Comprehensive Benefits – Health, dental, vision, mental‑health support, and generous paid time off, all tailored for remote employees.

Role Overview

As a Senior Customer Support & Onboarding Specialist at brighthush, you will be the frontline advocate for our nonprofit clients. You will guide new users through a frictionless onboarding journey, resolve support tickets with precision, and manage public conversations on social media ads. Your proactive mindset, empathy, and problem‑solving skills will directly influence customer satisfaction, product adoption, and churn reduction.

Key Responsibilities

• Ticket & Email Management – Respond to support tickets and emails within SLA, dive into customer accounts to troubleshoot and resolve issues, and document solutions in our knowledge base for future reference.
• Onboarding Leadership – Conduct personalized onboarding video and phone calls, walk clients through platform features, and create tailored adoption plans that align with each nonprofit’s goals.
• Social Media Moderation – Monitor comments on Facebook ads, answer inquiries, convert prospects into leads, and address negative feedback with diplomacy and professionalism.
• Process Design & Documentation – Build end‑to‑end support and onboarding workflows from scratch, develop best‑practice guides, and maintain up‑to‑date documentation that scales with our growing customer base.
• Feedback Loop – Capture customer insights, collaborate with product and engineering teams, and advocate for feature enhancements that improve the user experience.
• Continuous Improvement – Analyze support metrics, identify trends, and propose data‑driven improvements to reduce resolution time and increase satisfaction scores.
• Team Collaboration – Partner with Sales, Marketing, Product, and Engineering to ensure a seamless handoff from prospect to active user and to share customer feedback that drives product strategy.
• Community Building – Facilitate user group discussions, webinars, and feedback sessions that foster a sense of community among our nonprofit customers.

Essential Qualifications

• Fluent in spoken and written English with a neutral, clear accent.
• 3+ years of customer‑facing support or onboarding experience, preferably in SaaS or software products.
• Comfortable on camera and confident leading video calls with clients.
• Exceptional writing skills for clear, professional, and friendly communication across email, tickets, and social media.
• High emotional intelligence – a natural problem‑solver who thrives without a rigid playbook.
• Responsive, communicative, and dedicated to delivering a stellar customer experience.
• Judgment in handling public criticism under paid ads and turning challenges into opportunities.
• Experience building processes independently and scaling support operations.
• Strong analytical mindset – able to interpret support metrics and translate data into actionable insights.

Preferred Qualifications

• Experience working with nonprofit organizations or in the philanthropy sector.
• Knowledge of grant‑facing tools, fundraising platforms, or donor management systems.
• Proficiency with help desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Background in data analysis – comfortable interpreting support metrics and generating actionable insights.
• Previous experience in a fast‑growth startup environment.
• Experience with community management or user advocacy roles.

Core Skills & Competencies

• Customer Empathy – Understand and anticipate client needs, turning challenges into opportunities.
• Technical Aptitude – Quickly learn new software, troubleshoot issues, and explain solutions in plain language.
• Communication Excellence – Articulate ideas clearly in writing and verbally, tailoring tone to diverse audiences.
• Process Ownership – Design, implement, and refine support workflows that scale.
• Analytical Thinking – Use data to identify trends, diagnose root causes, and recommend improvements.
• Adaptability – Thrive in a dynamic, evolving environment with changing priorities.
• Collaboration – Work cross‑functionally with product, engineering, marketing, and sales teams.
• Leadership Potential – Mentor junior team members and lead initiatives that shape the support organization.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering a culture of continuous learning. As a Senior Customer Support & Onboarding Specialist, you will have the chance to:

• Lead the design of a world‑class support ecosystem, positioning yourself as a subject‑matter expert in nonprofit technology.
• Transition into roles such as Customer Success Manager, Product Evangelist, or even Product Manager, leveraging your deep customer insights.
• Participate in mentorship programs, hackathons, and cross‑team initiatives that broaden your skill set.
• Attend industry conferences, webinars, and training courses at no cost, keeping you at the forefront of nonprofit technology trends.
• Receive regular performance feedback and a clear roadmap for advancement, ensuring you know exactly how to grow within the organization.
• Contribute to the development of internal knowledge bases and training materials, leaving a lasting legacy for future hires.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and continuous learning. Our remote team spans the globe, yet we maintain strong connections through:

• Weekly all‑hands meetings and monthly town halls that keep everyone aligned on vision and progress.
• An open‑door policy for leadership and peer feedback, encouraging candid conversations.
• Regular virtual coffee breaks and team‑building activities that foster camaraderie across time zones.
• Inclusive policies that celebrate diversity and foster belonging, ensuring every voice is heard.
• Encouragement to experiment, fail fast, and iterate—our mantra is that learning is a continuous journey.
• Flexible work hours to accommodate different time zones, allowing you to balance work and life.

Compensation & Perks

We offer a competitive salary in USD, commensurate with experience and market rates. Additional benefits include:

• Equity participation – share in the company’s growth and success.
• Health, dental, and vision insurance (remote‑eligible) to protect you and your family.
• Mental‑health support and counseling services, because well‑being matters.
• Generous paid time off, including vacation, sick leave, and personal days to recharge.
• Flexible work hours to accommodate different time zones and personal commitments.
• Home‑office stipend to set up a productive workspace that suits your needs.
• Annual learning budget for courses, certifications, and conferences to keep your skills sharp.
• Performance bonuses that reward your contributions to customer satisfaction and product adoption.

How to Apply

If you’re ready to make a tangible impact, own a critical customer journey, and grow alongside a mission‑driven SaaS company, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Tell us about a time you turned a challenging support situation into a success story, and how you would approach onboarding a new nonprofit client.

Join us in transforming the nonprofit landscape, one grant at a time.