Senior Customer Support Specialist – AI Voice Automation & Conversational AI Platform – Global Remote Opportunity (BBS887)
About brighthush
brighthush is at the forefront of the next wave in customer experience, harnessing the power of artificial intelligence to transform how businesses converse with their audiences. Our AI‑driven voice automation platform delivers instant, natural‑language interactions across email, chat, and voice channels, enabling companies to scale support while maintaining a human touch. With a rapidly expanding global user base, we’re on a mission to make customer support faster, smarter, and more empathetic than ever before.
Founded by a team of seasoned technologists and customer‑experience veterans, brighthush has grown from a niche startup to a leading platform trusted by Fortune 500 brands, mid‑market enterprises, and ambitious startups alike. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers.
Why You’ll Love Working at brighthush
- Fully Remote, 100% Flexibility – Work from anywhere in the world while aligning with our core team’s time zones. We trust you to manage your own schedule and deliver results.
- Competitive Compensation – Bi‑monthly pay (15th & 30th), performance bonuses tied to customer satisfaction metrics, and a transparent salary structure that rewards excellence.
- Generous Time Off – Paid vacation, sick leave, and company‑wide holidays in line with local regulations, plus a generous policy for personal days.
- Continuous Learning – Unlimited access to industry‑leading courses, certifications, and internal knowledge‑sharing sessions. We encourage you to grow your skill set and stay ahead of the curve.
- Impactful Work – Every support ticket you handle feeds directly into product development, documentation, and user satisfaction initiatives. Your voice shapes the future of the platform.
- Inclusive Culture – A diverse, collaborative team that celebrates every success and learns from every challenge. We value authenticity, empathy, and a growth mindset.
Key Responsibilities
As a Customer Support Specialist, you will be the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic assistance across multiple channels. Your role will blend technical troubleshooting, community engagement, and continuous improvement.
- Multichannel Support – Handle inbound requests via email, chat, and community platforms such as brighthush community platform. Provide clear, concise, and friendly responses that reflect our brand voice.
- Technical Troubleshooting – Diagnose platform issues by reviewing logs, reproducing scenarios, and consulting internal documentation. Use brighthush support platform to track and resolve tickets efficiently.
- Escalation Management – Identify complex or urgent tickets and coordinate with engineering, product, and operations teams to resolve them. Serve as the liaison between customers and internal stakeholders.
- Knowledge Base Enhancement – Document recurring problems, update help center articles, and create troubleshooting guides that empower users to solve common issues independently.
- Customer Feedback Loop – Capture user sentiment, propose usability improvements, and share insights with cross‑functional stakeholders to drive product enhancements.
- Community Engagement – Participate in real‑time discussions, answer questions, and foster a supportive user community on brighthush community platform.
- Process Improvement – Refine support workflows, templates, and internal tools to increase efficiency and consistency. Champion best practices across the support organization.
Essential Qualifications
- 2–3 years of experience in customer support, preferably within SaaS or technical environments.
- Fluent written English with a clear, concise, and customer‑centric communication style.
- Proficiency with support platforms such as brighthush support platform.
- Strong multitasking ability – manage multiple tickets or conversations simultaneously without compromising accuracy.
- Tech‑curious mindset – quick to learn APIs, integrations, and workflow systems.
- Availability to overlap with core team hours (Philippines time zone).
Preferred (Nice to Have)
- Experience supporting developer tools, AI products, or community‑based support environments.
- Prior exposure to customers across multiple time zones.
- Knowledge of voice‑automation concepts and basic scripting.
- Experience with data analysis tools (brighthush data tools) for reporting ticket trends.
Skills & Competencies for Success
- Customer‑First Mindset – Empathy, patience, and a genuine desire to help.
- Technical Aptitude – Comfortable with APIs, logs, and debugging tools.
- Communication Excellence – Clear, concise writing and active listening.
- Problem‑Solving – Analytical thinking and creative troubleshooting.
- Collaboration – Ability to work seamlessly with engineering, product, and operations.
- Adaptability – Thrive in a fast‑moving, evolving AI environment.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. As a Customer Support Specialist, you’ll have a clear path to advance and broaden your impact:
- Progress to a Senior Support Engineer or Product Support Lead role, taking on more complex issues and strategic initiatives.
- Take ownership of product feature requests and help shape the roadmap, ensuring customer needs drive development.
- Participate in cross‑functional projects, gaining exposure to engineering, product management, and marketing teams.
- Earn certifications in AI, cloud platforms, or customer experience management through our unlimited learning budget.
- Attend industry conferences, webinars, and internal workshops to stay at the cutting edge of support and AI.
Work Environment & Culture
Our remote culture is built on trust, transparency, and continuous improvement. You’ll enjoy:
- Weekly virtual stand‑ups and monthly all‑hands meetings to keep everyone aligned.
- Open communication channels (brighthush communication channels) that encourage collaboration across time zones.
- A supportive mentorship program pairing you with experienced teammates.
- Regular feedback loops and performance reviews that help you grow.
- A culture that celebrates wins, learns from failures, and values work‑life balance.
Compensation, Perks & Benefits
- Competitive base salary with bi‑monthly payouts.
- Performance‑based bonuses tied to customer satisfaction metrics.
- Paid vacation, sick leave, and public holidays.
- Health and wellness stipend to support your physical and mental well‑being.
- Unlimited learning budget for courses, certifications, and conferences.
- Flexible work hours and a fully remote setup.
- Annual team retreats and virtual social events to strengthen bonds.
How to Apply
We’re excited to hear from you! Please submit the following:
- Updated Resume – Highlight your support experience and relevant achievements.
- Loom Video (1–2 minutes) – Introduce yourself, share your experience supporting SaaS or technical products, and explain why you’re a great fit for brighthush.
Important: Only candidates who submit a Loom video will be considered for the next stage.
Our Hiring Journey
We’ve designed a transparent, multi‑stage process to ensure the best fit for both you and brighthush:
- Initial Application – Submit your application and complete our pre‑qualifying questionnaire.
- Video Introduction – Record your Loom video to showcase your communication skills.
- Role‑Specific Assessment – Complete a brief homework assignment tailored to the role (if applicable).
- Recruitment Interview – Meet our talent team for a quick screening.
- Executive Interview – Discuss role alignment with senior leadership.
- brighthush Interview – Final interview with the brighthush team you’ll be supporting.
- Background & Reference Check – Verify professional references and conduct a background check.
- Job Offer – Receive a formal offer to join brighthush.
Throughout each stage, we’ll keep you informed and provide constructive feedback to help you grow.
Ready to Join brighthush?
If you’re passionate about AI, love solving customer problems, and thrive in a fast‑paced, remote environment, we want to hear from you. Apply today and become part of a team that’s shaping the future of customer experience.
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