Senior Customer Support Specialist – Cloud ERP Solutions for brighthush Financial Management Platform

About brighthush

brighthush is a fast‑growing professional services firm that blends deep financial expertise with cutting‑edge technology. With a national footprint and a global network spanning more than 140 territories, brighthush delivers advisory, tax, assurance, and technology solutions that empower clients to make smarter, data‑driven decisions. Our culture is built on transparency, collaboration, and a genuine commitment to the success of both our clients and our people. As a member of the brighthush family, you’ll be part of a firm that values continuous learning, entrepreneurial spirit, and a balanced, inclusive workplace.

Why Join brighthush?

At brighthush, you’ll be at the intersection of finance and technology, helping clients unlock the full potential of a leading cloud‑based financial management platform. We offer:

• Career acceleration: Clear pathways for promotion, mentorship, and cross‑functional exposure.
• Flexibility: Remote‑first work arrangements that let you thrive wherever you are most productive.
• Impactful relationships: Direct interaction with senior client leaders, internal consultants, and product engineers.
• Learning ecosystem: Access to firm‑wide training, certifications, and industry conferences.
• Community & culture: Team outings, social clubs, and a supportive “Care and Teach” philosophy that encourages knowledge sharing.

Position Overview

brighthush is seeking a seasoned Senior Customer Support Specialist to serve as the trusted liaison between our clients and the brighthush cloud financial management platform. In this role, you will diagnose, troubleshoot, and resolve complex technical issues, while delivering an exceptional client experience that reflects brighthush’s high standards of service.

Key Responsibilities

• Ticket Management: Review, prioritize, and own daily support tickets; respond promptly with clear, actionable communication.
• Problem Diagnosis: Conduct thorough analysis of client issues, reproducing problems in sandbox environments to identify root causes.
• Solution Development: Test and validate potential fixes, document steps, and propose viable solutions to clients.
• Escalation Coordination: When immediate resolution isn’t possible, efficiently route cases to brighthush’s internal management, product support, or engineering teams.
• Client Communication: Maintain consistent, professional correspondence throughout the resolution lifecycle, ensuring clients are informed of progress and next steps.
• Collaboration with Implementation & Technical Services: Hand off highly configured or custom‑coded issues to specialized teams, providing detailed context to accelerate resolution.
• Knowledge Sharing: Contribute to internal knowledge bases, create “how‑to” guides, and mentor junior team members.
• Continuous Improvement: Identify recurring patterns, suggest product enhancements, and participate in post‑mortem reviews.
• Professional Development: Engage in on‑the‑job coaching, formal training programs, and industry certifications to stay ahead of emerging trends.
• Team Culture: Participate in brighthush’s social initiatives, team outings, and “Care and Teach” activities that foster a supportive work environment.

Essential Qualifications

• Education: Bachelor’s degree in Business Administration, Accounting, Management Information Systems, or a related field.
• Experience: Minimum of 3 years in a finance or accounting role with hands‑on exposure to multiple ERP systems, or 3+ years in a technical support environment serving external customers, preferably within a cloud‑based financial software context.
• Technical Acumen: Proven ability to navigate complex SaaS platforms, understand financial workflows, and troubleshoot integration points.
• Communication Skills: Excellent written and verbal communication, with the ability to translate technical concepts into business‑friendly language.
• Problem‑Solving: Strong analytical mindset, capable of diagnosing issues quickly and proposing effective solutions.
• Time Management: Ability to juggle multiple tickets, prioritize urgent matters, and meet service level agreements.
• Interpersonal Skills: Demonstrated relationship‑building capabilities, both with clients and internal stakeholders.
• Leadership Potential: Experience leading small project teams or mentoring peers is a plus.

Preferred Qualifications

• Professional certifications such as CPA, CMA, or relevant ERP certifications (e.g., NetSuite, Oracle Cloud, Microsoft Dynamics).
• Experience with API integrations, data migration, or custom scripting within a cloud ERP environment.
• Familiarity with ITIL or other IT service management frameworks.
• Previous exposure to consulting or professional services delivery models.
• Demonstrated commitment to continuous learning through webinars, industry conferences, or self‑directed study.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and creating lasting client relationships.
• Technical Fluency: Comfort with SQL queries, data extraction tools, and basic scripting languages (e.g., JavaScript, Python).
• Collaboration: Ability to work seamlessly with cross‑functional teams, including implementation consultants, product engineers, and sales professionals.
• Adaptability: Thrive in a fast‑changing environment, quickly assimilating new product updates and industry trends.
• Attention to Detail: Meticulous documentation of case notes, solution steps, and client communications.
• Entrepreneurial Spirit: Proactively identify opportunities to add value for clients and the firm.

Career Growth & Development

brighthush invests heavily in the professional trajectory of its people. As a Senior Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior leaders.
• Sponsored certifications (e.g., cloud ERP, project management, cybersecurity).
• Rotational assignments that expose you to implementation, advisory, and product development teams.
• Clear promotion pathways to roles such as Support Team Lead, Solutions Architect, or Client Services Manager.
• Opportunities to contribute to thought leadership—whitepapers, webinars, and client workshops.

Work Environment & Culture at brighthush

Our remote‑first policy means you can work from anywhere in the United States while staying connected through collaborative tools, virtual coffee chats, and regular team huddles. brighthush fosters an inclusive culture where diverse perspectives are celebrated, and every employee is encouraged to bring their authentic self to work. We champion:

• Work‑Life Balance: Flexible schedules, generous paid time off, and mental‑health resources.
• Diversity & Inclusion: Employee resource groups, inclusive hiring practices, and ongoing DEI training.
• Community Engagement: Volunteer days, charitable giving programs, and sustainability initiatives.
• Recognition Programs: Quarterly awards, peer‑to‑peer shout‑outs, and performance‑based bonuses.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based annual bonus potential.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Paid parental leave and family‑care assistance.
• Professional development stipend for courses, certifications, and conferences.
• Technology allowance for home office setup.
• Employee assistance program (EAP) for counseling and wellness support.

How to Apply

If you are ready to join a forward‑thinking firm where your technical expertise will directly influence client success, we want to hear from you. Submit your resume and a concise cover letter outlining your relevant experience and why you are excited about the opportunity at brighthush.

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, or any other protected characteristic.

Take the Next Step

Become a pivotal part of brighthush’s mission to transform finance through technology. Apply today and start a rewarding career where your skills are valued, your growth is supported, and your contributions make a tangible difference for clients worldwide.