Senior Customer Support Specialist – AI‑Powered SaaS Research Platform – Remote (Mexico) – Champion Customer Success, Technical Troubleshooting & Knowledge Base Leadership at brighthush

About brighthush

brighthush is a pioneering force in cloud‑based research technology, redefining how scientists, universities, and pharmaceutical innovators discover, manage, and protect intellectual property. By seamlessly blending advanced artificial intelligence with natural language processing, we transform the research lifecycle into a faster, smarter, and more collaborative journey. Our platform powers over 70 % of the world’s leading research institutions, enabling them to unlock insights, accelerate innovation, and bring breakthroughs to market with unprecedented speed.

We are a fully remote, global team that thrives on curiosity, agility, and a relentless commitment to customer success. Diversity, autonomy, and a healthy work‑life balance are the cornerstones of our culture. Whether you’re a seasoned support professional or a recent graduate with a passion for science and technology, brighthush offers a dynamic environment where your contributions directly shape the scientific community.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is reshaping how science is conducted and shared. Your work will directly support researchers, universities, and pharmaceutical companies in unlocking new discoveries faster and more efficiently. You’ll collaborate with world‑class engineers, product leaders, and data scientists, all while enjoying the flexibility and autonomy that come with a fully remote role.

If you’re passionate about science, technology, and delivering world‑class customer experiences, we want to hear from you. Bring your expertise, curiosity, and drive to brighthush, and help us accelerate the next wave of scientific breakthroughs.

Role Overview

As a Senior Customer Support Specialist, you will be the first line of communication for our international user base. Your mission is to deliver exceptional, timely, and accurate assistance to customers using our AI‑powered SaaS platform, ensuring they can fully leverage our tools to accelerate their research and innovation projects.

You will collaborate closely with the Customer Support Manager, cross‑functional product teams, and our global engineering squad to resolve complex inquiries, provide product guidance, and advocate for user needs. Your role is pivotal in maintaining the high satisfaction scores that have earned brighthush a reputation for world‑class support.

Key Responsibilities

• Multichannel Support Excellence: Respond to customer inquiries via phone, email, and chat with a focus on clarity, empathy, and efficiency.
• Technical Troubleshooting: Diagnose and resolve technical and functional issues related to our SaaS platform, including data access, integration, and user permissions.
• Knowledge Base Stewardship: Document solutions and update the knowledge base to improve self‑service resources.
• Escalation Management: Escalate unresolved issues to engineering or product teams, following a structured ticketing workflow.
• Cross‑Functional Collaboration: Participate in weekly cross‑functional meetings to share customer insights and suggest product enhancements.
• Product Mastery: Maintain a deep understanding of our product suite, industry trends, and competitive landscape.
• Performance Analytics: Track and report on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Onboarding Champion: Support the onboarding of new customers, guiding them through setup, training, and best practices.
• Continuous Improvement: Contribute to continuous improvement initiatives, including process automation and knowledge base enrichment.

Essential Qualifications

• University degree in a science discipline (Biology, Chemistry, Biotechnology, Health Sciences) or equivalent professional experience in customer support.
• Fluency in English (written and spoken) with excellent communication skills; Spanish proficiency is a plus.
• Experience working in a SaaS or academic environment, handling complex, technical support requests.
• Proficiency with brighthush ticketing systems; familiarity with CRM tools is advantageous.
• Strong analytical and problem‑solving abilities, with a methodical approach to troubleshooting.

Preferred Qualifications

• Background in research, data science, or a related technical field.
• Experience with AI‑driven platforms or natural language processing tools.
• Knowledge of research compliance standards (e.g., GDPR, HIPAA, IRB).
• Previous remote work experience in a global team environment.
• Multilingual capabilities beyond English and Spanish.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping users succeed and a genuine interest in scientific discovery.
• Communication Mastery: Ability to translate complex technical concepts into clear, concise language for diverse audiences.
• Analytical Thinking: Strong diagnostic skills and a data‑driven approach to problem resolution.
• Adaptability: Comfortable navigating a fast‑moving SaaS environment and adjusting to evolving product features.
• Team Collaboration: Proven ability to work effectively with product, engineering, and marketing teams across time zones.
• Process Orientation: Detail‑focused and organized, with a knack for documenting procedures and improving workflows.

Career Growth Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Senior Customer Support Specialist, you’ll have the chance to:

• Advance to a Senior Support Engineer role, taking on more complex technical challenges and mentoring junior staff.
• Transition into Product Management or Customer Success, leveraging your deep product knowledge and customer insights.
• Participate in cross‑departmental projects that shape the future of our AI‑powered research platform.
• Attend industry conferences, workshops, and training sessions—many of which are fully reimbursed—to stay at the forefront of research technology.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. Our fully remote model means you can work from anywhere in Mexico, enjoying flexible hours that respect your personal commitments while meeting global team needs. We celebrate diversity and inclusion, fostering an environment where every voice is heard and valued.

Key cultural highlights include:

• Global Team Collaboration: Weekly virtual stand‑ups, monthly all‑hands meetings, and informal “coffee chat” sessions to build camaraderie.
• Learning & Development: Access to an internal learning portal, mentorship programs, and a generous budget for external courses.
• Well‑Being Initiatives: Monthly wellness challenges, mental health resources, and a stipend for home office ergonomics.
• Innovation Labs: Quarterly hackathons where cross‑functional teams prototype new features or process improvements.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that reflects the value of your expertise. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to customer satisfaction and team metrics.
• Health, dental, and vision insurance coverage for you and your dependents.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible work arrangements and a generous remote‑work stipend.
• Annual professional development budget and access to industry conferences.

How to Apply

Ready to make a tangible impact on the global research community? Click the link below to submit your application and join the brighthush team.