Senior Customer Support Specialist – Guest Experience & Technical Champion – Remote – Driving Hospitality Innovation & Customer Success at brighthush

About brighthush

In an era where diners demand instant, personalized service that feels as natural as a conversation with a friend, brighthush is redefining the restaurant experience. Our next‑generation virtual concierge platform automates every touchpoint—reservations, guest inquiries, events, and take‑out—allowing restaurants to answer every call, text, and question in their own voice—without adding extra staff. The result? Restaurant teams can focus on what they do best: delivering unforgettable hospitality while our platform handles the rest.

brighthush seamlessly integrates with industry leaders, streamlining operations and elevating the guest experience across North America. Backed by top‑tier investors, including our own AI fund and a portfolio of visionary partners, we maintain a lean, high‑growth team that ensures every contribution has a direct, measurable impact on the restaurants we serve. Our mission is simple: empower restaurants to connect with their guests in ways that feel human, scalable, and data‑driven.

Why This Role Matters

Digital operations are no longer a luxury—they’re a necessity in the fast‑evolving restaurant technology space. Restaurants face mounting pressure to modernize, streamline guest experiences, and stay competitive. As a Senior Customer Support Specialist at brighthush, you will be the frontline champion who guarantees that every guest interaction is handled with care, accuracy, and speed. Your work will directly influence how restaurants operate, how guests feel, and how our platform continues to innovate.

In this role, you’ll bridge the gap between technology and hospitality, turning complex product challenges into simple, actionable solutions that empower restaurant staff and delight guests. You’ll be the voice that translates our vision into everyday success stories, ensuring that every customer feels heard, understood, and valued.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via email, live chat, and video conferencing tools, aiming to resolve issues on first contact whenever possible. You’ll manage a high volume of tickets while maintaining a personal touch.
• Technical Translation: Break down complex product or technical problems into clear, friendly explanations that non‑technical restaurant staff and owners can easily understand.
• Queue Management: Own your support queue, prioritize tickets dynamically, and meet or exceed response and resolution targets—including Time to First Response (TTFR) and Customer Satisfaction (CSAT) metrics.
• Bug Reporting & Feature Feedback: Draft organized, detailed bug reports and feature suggestions for our Product and Engineering teams, and follow up until issues are fully resolved.
• Trend Analysis: Identify recurring patterns in support tickets, flag emerging trends, and collaborate with cross‑functional teams to address root causes.
• Knowledge Base Maintenance: Contribute to and keep up‑to‑date help documentation, macros, and internal knowledge base articles to reduce repeat questions and empower self‑service.
• Customer Escalation & De‑Escalation: Stay calm and effective when dealing with frustrated or urgent customers, employing de‑escalation techniques to turn challenging situations into positive outcomes.
• Weekend On‑Call Rotation: Participate in a shared on‑call schedule to support restaurants during peak hours outside of standard weekday operations.
• Continuous Improvement: Proactively suggest process enhancements, new support workflows, and product improvements based on customer feedback.
• Stakeholder Collaboration: Work closely with Product, Engineering, Marketing, and Sales teams to ensure a unified customer experience across all touchpoints.

Essential Qualifications

• Proven technical aptitude with the ability to explain complex issues simply and patiently.
• Experience providing customer support across email, live chat, and video conferencing tools.
• Passion for support work—motivated by problem‑solving and helping people rather than merely closing tickets.
• Comfortable working with support metrics (TTFR, resolution time, CSAT) and using data to guide daily priorities.
• Experience collaborating with Product and Engineering teams, including writing clear, actionable bug tickets.
• Highly organized, able to manage a dynamic workload, and available for occasional weekend shifts as part of a shared on‑call rotation.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Experience with CRM or help desk platforms such as Zendesk, Intercom, or similar.

Preferred Qualifications

• Background in the hospitality or restaurant technology industry.
• Familiarity with reservation and guest‑experience platforms such as brighthush.
• Experience with customer support tools such as brighthush.
• Knowledge of basic troubleshooting for web and mobile applications.
• Fluency in multiple languages to support a diverse customer base.
• Experience in a SaaS or B2B support environment.

Skills & Competencies

• Communication: Exceptional written and verbal communication skills, with the ability to tailor tone to different audiences.
• Problem‑Solving: Strong analytical mindset, capable of diagnosing issues and proposing practical solutions.
• Empathy & Patience: Genuine care for customers’ experiences, coupled with the patience to guide them through complex processes.
• Time Management: Ability to juggle multiple tickets, prioritize effectively, and meet tight deadlines.
• Collaboration: Comfortable working cross‑functionally with Product, Engineering, and Marketing teams.
• Adaptability: Thrives in a fast‑moving, high‑growth environment where priorities can shift quickly.
• Data‑Driven Decision Making: Comfortable analyzing support metrics and using insights to drive process improvements.
• Customer‑Centric Mindset: Always puts the customer first, seeking to exceed expectations.

Career Growth & Learning Opportunities

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

• Progress into senior support roles, such as Support Lead or Customer Success Manager.
• Transition into product or engineering roles by leveraging your deep understanding of customer pain points.
• Participate in mentorship programs, where senior leaders share insights and guidance.
• Attend industry conferences, webinars, and workshops to stay ahead of hospitality tech trends.
• Contribute to internal training initiatives, helping shape the next generation of support professionals.
• Lead cross‑functional projects that directly influence product roadmap and customer experience.
• Earn certifications in customer support, SaaS operations, or hospitality technology.

Work Environment & Company Culture

brighthush is a remote‑first company with a distributed team that values flexibility, collaboration, and transparency. Our culture is built on:

• Open Communication: Regular all‑hands meetings, transparent decision‑making, and an open‑door policy for feedback.
• Inclusive Team Dynamics: A diverse workforce that celebrates different perspectives and fosters belonging.
• Continuous Improvement: A growth mindset that encourages experimentation, learning from failures, and celebrating successes.
• Work‑Life Balance: Flexible schedules, unlimited vacation, and a focus on mental and physical well‑being.
• Community Impact: Initiatives that give back to local restaurants and support sustainable hospitality practices.
• Innovation Hub: Regular hackathons, brainstorming sessions, and cross‑team collaborations to keep the product fresh.
• Learning Culture: Access to online courses, internal knowledge bases, and a stipend for professional development.

Compensation & Benefits

We offer a competitive total cash compensation ranging from $70,000 to $77,000 per year, adjusted based on location, experience, and skill set. In addition to base salary, you’ll receive:

• Equity awards as part of our total rewards package.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Regular team virtual events, hackathons, and learning sessions.
• Access to a global network of hospitality professionals and industry experts.

How to Apply

Ready to make a tangible impact on the restaurant industry and grow your career in a high‑growth, tech‑driven environment? Join brighthush as a Senior Customer Support Specialist and help us elevate the guest experience for restaurants across North America.

Click the link below to submit your application and become part of a team that values innovation, empathy, and excellence.

Apply to brighthush Today