Senior Customer Support Representative – SaaS Platform Specialist for Construction Permitting Solutions – 100% Remote, Latin America

About brighthush and the Future of Construction Permitting

brighthush is a trailblazing SaaS provider that is redefining how licensed contractors navigate the complex world of construction permits across the United States. With a growing customer base of over 5,000 contractors in Florida, Ohio, and Michigan, our platform streamlines permit filings, document management, and compliance tracking, allowing builders to focus on what they do best: delivering quality projects on time and on budget.

As the construction industry continues to embrace digital transformation, brighthush is positioned at the forefront of this shift. Our mission is to eliminate the friction that traditionally slows down construction projects, empowering contractors with real‑time visibility, automated workflows, and unparalleled customer support.

We are currently expanding our support team in Latin America and are looking for a dedicated, proactive, and customer‑centric professional to become the first line of contact for our users. If you thrive in a fast‑paced environment, love solving complex problems, and want to be part of a company that is changing the construction landscape, we want to hear from you.

Key Responsibilities

Customer Support – Your Primary Focus

• Handle inbound calls and emails with professionalism, empathy, and efficiency, ensuring every contractor feels heard and supported.
• Resolve a wide range of inquiries related to permit status, document uploads, account setup, billing, and platform navigation.
• Apply critical thinking to troubleshoot issues that fall outside standard playbooks, crafting tailored solutions that meet the unique needs of each customer.
• Own the customer journey from initial contact to resolution, escalating complex cases to the appropriate teams while maintaining clear communication.
• Follow up diligently via phone or email to confirm satisfaction and close the loop on every support ticket.

Documentation & Platform Knowledge

• Accurately log every interaction in our CRM system, ensuring data integrity and facilitating seamless handoffs.
• Maintain deep knowledge of our platform’s features, permitting workflows, and the rationale behind key processes.
• Adapt quickly to new SaaS tools, CRM updates, and spreadsheet functions that enhance daily operations.

Performance & Continuous Improvement

• Meet or exceed KPIs such as call volume, first‑call resolution, and customer satisfaction scores.
• Identify patterns in recurring issues, inefficiencies, and opportunities for process improvement.
• Communicate insights to product and operations teams, contributing to the evolution of our platform and support workflows.

Essential Qualifications

• Minimum of 2 years of customer service experience in a phone‑based or call center environment, with a strong focus on English communication.
• Full fluency in English, both spoken and written, to effectively assist our U.S. contractor base.
• Proficiency in Microsoft Excel and confidence working with spreadsheets for data analysis and reporting.
• Strong problem‑solving skills, with the ability to think independently and make sound decisions when standard procedures do not apply.
• Excellent interpersonal skills, demonstrating empathy, patience, and a genuine desire to help customers succeed.

Preferred Qualifications

• Experience with CRM platforms such as brighthush, HubSpot, or similar systems.
• Background in process improvement initiatives, having identified and implemented operational efficiencies in a previous role.
• Knowledge of construction permitting or related regulatory environments is a plus.

Skills & Competencies for Success

• Communication Excellence – Clear, concise, and courteous communication across phone, email, and chat.
• Technical Aptitude – Comfortable navigating multiple browser‑based applications and troubleshooting basic technical issues.
• Time Management – Ability to juggle multiple support tickets while maintaining high quality and accuracy.
• Adaptability – Thrive in a dynamic environment where processes evolve and new features are rolled out regularly.
• Team Collaboration – Work closely with product, engineering, and operations teams to drive customer‑centric improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Representative, you will:

• Gain exposure to the full product lifecycle, from onboarding to advanced feature adoption.
• Participate in cross‑functional projects that shape the future of our platform.
• Access structured training programs, including product deep dives, soft‑skill workshops, and leadership development.
• Progress into senior support roles, team lead positions, or product management tracks based on performance and interest.

Work Environment & Company Culture

brighthush is a fully remote organization that values flexibility, transparency, and a results‑driven mindset. Our culture is built on:

• Open Communication – Regular virtual town halls, team stand‑ups, and one‑on‑one check‑ins keep everyone aligned.
• Innovation & Initiative – We encourage employees to propose ideas, experiment, and take ownership of projects.
• Diversity & Inclusion – A global team that brings diverse perspectives, fostering creativity and collaboration.
• Work‑Life Balance – Flexible scheduling options and a focus on outcomes rather than hours.

Compensation, Perks, and Benefits

While specific figures are tailored to experience, brighthush offers a competitive full‑time salary package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and first‑call resolution.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option opportunities to share in the company’s growth.
• Fully reimbursed home‑office setup, including high‑speed internet, ergonomic furniture, and necessary equipment.

Technical Requirements for Remote Success

• Reliable high‑speed internet connection capable of supporting video calls and simultaneous browser tabs.
• Modern laptop (Windows or macOS) that can run multiple applications without performance degradation.
• Functional webcam and microphone for meetings, training sessions, and customer interactions.
• Quiet, professional, and distraction‑free workspace that meets our remote work standards.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is transforming the construction industry. You’ll work with passionate professionals who value innovation, customer success, and continuous improvement. Your contributions will directly impact thousands of contractors, helping them deliver projects faster, more efficiently, and with greater compliance.

We offer a supportive environment where ideas are heard, growth is encouraged, and success is celebrated. If you are ready to bring your expertise, curiosity, and dedication to a company that is shaping the future of construction, we invite you to apply today.

Apply now and become the first point of contact for our valued contractors, driving success and satisfaction across the U.S. construction market.