Senior Customer Support Specialist – Expert in brighthush Online, Payroll & Payments – Remote, Flexible Hours, Competitive Compensation & Career Growth Opportunities

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we’re redefining how small and medium‑sized businesses manage their finances. Our cloud‑based platform brings together payroll, payments, and accounting into a single, intuitive experience that empowers entrepreneurs to focus on growth instead of paperwork. We’re a fast‑moving, customer‑obsessed team that thrives on solving complex problems, learning continuously, and celebrating every success together. If you’re passionate about technology, love helping people, and want to make a real impact on the financial health of businesses worldwide, brighthush is the place for you.

Why Your Next Career Move Should Be with brighthush

• Fully Remote, No Commute – Work from anywhere in the United States (excluding CA, NY, PA, and WA) and design your own schedule.
• Flexible Hours, Work‑Life Balance – Choose when you’re most productive and maintain a healthy balance between work and personal life.
• Dynamic, Diverse Client Base – Interact with customers across industries, from e‑commerce to manufacturing, expanding your knowledge and skill set.
• Supportive, Growth‑Focused Culture – Receive comprehensive onboarding, ongoing training, and a dedicated support network that helps you thrive.
• Competitive Compensation – Earn up to $0.33 per handle minute with a guaranteed 45‑minute minimum, translating to $14.85–$19.80 per hour based on call volume and availability.
• Career Pathways – Clear progression to senior technical roles, product support, or customer success leadership.
• Learning & Development – Access to a digital learning platform, certifications, and workshops to keep you ahead of industry trends.

Key Responsibilities – Your Day‑to‑Day Impact

As a Senior Customer Support Specialist, you’ll be the frontline advocate for our customers, ensuring they receive timely, accurate, and friendly assistance. Your day‑to‑day tasks will include:

• Providing expert guidance on brighthush Online Advanced features, navigation, and best practices.
• Assisting customers with brighthush Payroll setup, troubleshooting, and compliance questions.
• Resolving issues related to brighthush Payments, including transaction disputes, integration queries, and payment gateway configuration.
• Managing account‑level inquiries such as subscription changes, billing questions, and user permissions.
• Diagnosing and troubleshooting software functionality problems, ensuring a smooth user experience.
• Cross‑selling relevant brighthush products and services when appropriate, contributing to overall revenue growth.
• Documenting all interactions in the customer relationship management (CRM) system with clear, concise notes.
• Participating in continuous improvement initiatives, providing feedback on product usability and support processes.

Daily Workflow & Tools

Each shift begins with a quick stand‑up in our virtual support hub, where you’ll sync with teammates, review any high‑priority tickets, and receive updates on product releases. Throughout the day, you’ll leverage our state‑of‑the‑art CRM, knowledge base, and real‑time analytics dashboards to deliver exceptional service. Your success will be measured by key metrics such as first‑contact resolution, customer satisfaction scores, and handle time efficiency.

Essential Qualifications – What We’re Looking For

• Minimum of 2 years of hands‑on experience with brighthush software or a comparable accounting platform.
• Proven track record of delivering high‑quality customer service over the phone, with a strong focus on empathy and problem resolution.
• Excellent verbal communication skills, capable of explaining technical concepts in simple, customer‑friendly language.
• Comfortable with cross‑selling and upselling relevant brighthush products, while maintaining a consultative, customer‑first approach.
• Tech‑savvy, with proficiency in Windows 11, Mac (Intel‑based with Boot Camp), and a solid understanding of broadband networking.
• Strong organizational skills and the ability to manage multiple tasks in a fast‑paced environment.
• Valid criminal background check clearance (required for all U.S. contractors).

Preferred Qualifications – Bonus Points

• Experience in a remote support or call‑center environment.
• Knowledge of accounting principles, payroll regulations, and payment processing standards.
• Familiarity with CRM systems and ticketing platforms.
• Previous exposure to SaaS product support and a passion for continuous learning.

Core Skills & Competencies – What Makes You Successful

• Customer‑Centric Mindset – Always put the customer’s needs first and strive to exceed expectations.
• Problem‑Solving – Quickly diagnose issues, think critically, and provide effective solutions.
• Communication – Clear, concise, and professional in both written and verbal interactions.
• Adaptability – Thrive in a dynamic environment with evolving product features and customer demands.
• Time Management – Prioritize tasks, meet deadlines, and maintain high productivity.
• Team Collaboration – Work seamlessly with cross‑functional teams, including product, engineering, and sales.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer role, handling more complex technical issues and mentoring new hires.
• Transition into a Product Support Specialist or Technical Account Manager, leveraging deep product knowledge to influence product roadmap.
• Explore roles in Sales, Training, or Customer Success, where your customer insights can drive business growth.
• Participate in ongoing training programs, certifications, and workshops to stay ahead of industry trends.
• Earn performance‑based bonuses and recognition awards for exceptional customer service and cross‑sell achievements.

Work Environment & Culture – What It’s Like at brighthush

brighthush fosters a culture of autonomy, collaboration, and continuous improvement. Key highlights include:

• Fully remote work model with flexible scheduling to accommodate personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events to build community.
• Access to cutting‑edge tools and resources, including a robust CRM, knowledge base, and real‑time analytics dashboards.
• Inclusive and diverse workplace that values different perspectives and encourages open dialogue.
• Commitment to work‑life balance, with generous paid time off and mental health resources.

Compensation, Perks, and Benefits – We Value Your Well‑Being

While the base rate is competitive, brighthush offers a comprehensive benefits package to support your well‑being and professional growth:

• Competitive hourly rate with performance‑based incentives.
• Health, dental, and vision coverage options for eligible contractors.
• Flexible spending accounts and retirement savings plans.
• Generous paid time off and holiday schedule.
• Access to a digital learning platform with courses on product knowledge, soft skills, and industry trends.
• Employee referral bonuses and recognition programs.

Technical & Workspace Requirements – What You Need to Succeed

To ensure a seamless support experience, we require the following from all contractors:

• Quiet, uninterrupted workspace with a dedicated desk area.
• Personal computer (Windows 11 or Intel‑based Mac with Boot Camp) – no tablets.
• Broadband internet connection with a minimum of 10 Mbps download speed.
• Wired USB headset with microphone.
• Valid, up‑to‑date antivirus software.
• No VPN usage during working hours; direct internet connectivity only.

Eligibility & Application Process – How to Join the Team

To qualify for this role, you must:

• Reside in the United States (excluding California, New York, Pennsylvania, and Washington).
• Pass a standard criminal background check.
• Meet all technical and workspace requirements outlined above.

Ready to join a forward‑thinking team that values your expertise and offers the flexibility to thrive? Click the link below to submit your application and start your journey with brighthush today.

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