Senior Customer Support Specialist – New Zealand EdTech – Remote, Full‑Time, Global Collaboration & Continuous Learning

About brighthush and the EdTech Revolution

brighthush is a leading global EdTech innovator, delivering award‑winning learning solutions that empower millions of students and educators worldwide. Our portfolio of products—Mathletics, Reading Eggs, Mathseeds, and Writing Legends—has transformed classroom experiences across continents. As we expand our footprint in New Zealand, we’re looking for a passionate, customer‑centric professional to join our remote Customer Support team and help teachers unlock the full potential of our tools.

Why This Role Is a Game‑Changer for Your Career

As a Customer Support Specialist at brighthush, you’ll be the frontline advocate for New Zealand schools, ensuring that every teacher and student receives timely, friendly, and expert assistance. You’ll collaborate with our APAC Customer Support squad, Technical Support, and Sales teams, gaining exposure to cross‑regional workflows and product development cycles. This role offers:

• Full‑time, remote work aligned with New Zealand business hours—no office travel required.
• Direct impact on product adoption and customer satisfaction in a high‑growth multinational environment.
• Opportunities to shape support processes, influence product improvements, and mentor junior teammates.
• Access to brighthush’s learning library, professional development resources, and a culture that rewards curiosity.

Key Responsibilities

In this role, you’ll be responsible for:

• First‑Line Support: Serve as the primary point of contact for New Zealand schools, handling inquiries via phone, email, chat, and our helpdesk system with a solution‑focused, empathetic approach.
• Ticket Management: Monitor, prioritize, and resolve support tickets, ensuring backlogs remain low and service level agreements (SLAs) are met.
• Cross‑Regional Collaboration: Assist the APAC Customer Support team by taking ownership of tickets from other regions, fostering a unified support experience.
• Product Mastery: Continuously deepen your knowledge of all brighthush products, staying current on new releases, feature updates, and best‑practice guides.
• Escalation & Diagnostics: Identify complex issues, gather detailed diagnostics, and hand them off to Technical Support while keeping customers informed throughout the process.
• Sales Enablement: Support onboarding, training coordination, and change management for new school clients, and identify upsell opportunities to boost adoption and retention.
• Insight Generation: Analyze recurring support trends, propose actionable improvements, and collaborate with Product and Engineering to refine user experience.
• Process Improvement: Proactively suggest enhancements to workflows, tools, and support documentation, and participate in regular team meetings, product training sessions, and cross‑regional knowledge exchanges.

Essential Qualifications & Experience

We’re looking for candidates who bring:

• Minimum of 2 years in customer support, technical support, or a service‑focused role, with a proven track record of delivering high‑quality service in fast‑paced environments.
• Excellent verbal and written communication skills, with the ability to build rapport quickly and convey complex information clearly.
• Strong technical aptitude and confidence navigating digital platforms, helpdesk systems, and troubleshooting tools.
• Exceptional attention to detail, time management, and prioritization skills—capable of maintaining an average ticket response time under 8 hours.
• A customer‑first mindset, resilience, and a “never give up” attitude when tackling challenging issues.
• Self‑motivation, organization, and a disciplined approach to problem solving—essential for thriving in a remote, independent work setting.
• A passion for continuous learning and a commitment to team success.
• Legal right to work in New Zealand, a reliable home internet connection, and a dedicated workspace.
• Experience supporting schools or working in EdTech, and familiarity with the New Zealand education context, is a bonus.

Preferred Skills & Competencies

While not mandatory, the following skills will set you apart:

• Proficiency with helpdesk platforms such as Zendesk, Freshdesk, or similar.
• Basic knowledge of educational technology standards (e.g., Common Core, NZ Curriculum).
• Experience with data analysis tools (Excel, Google Sheets) to track support metrics.
• Multilingual abilities—particularly English and Māori—enhance communication with diverse stakeholders.
• Familiarity with remote collaboration tools (Slack, Teams, Zoom).

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions:

• Progression from Customer Support Specialist to Senior Specialist, then to Support Team Lead or Customer Success Manager.
• Cross‑functional rotations into Product Management, Technical Support, or Sales Enablement.
• Access to internal training programs, industry certifications, and mentorship from senior leaders.
• Regular participation in global strategy meetings, giving you visibility across the organization.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and purpose. Our remote work model empowers you to balance professional growth with personal well‑being. Key cultural pillars include:

• Inclusivity: Diverse teams, inclusive policies, and a commitment to equitable opportunities.
• Transparency: Open communication channels, regular town halls, and accessible leadership.
• Impact: Every team member’s contribution directly influences student learning outcomes worldwide.
• Well‑being: Flexible schedules, mental health resources, and a supportive peer network.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package aligned with industry standards. Additional benefits include:

• Generous paid time off, including 3 extra “purpose days” per year for volunteering, personal projects, or recharge.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Unlimited professional development budget.
• Complimentary access to all brighthush learning products for personal and family use.
• Regular team virtual events, hackathons, and innovation challenges.

How to Apply

If you’re ready to make a tangible difference in education, bring your expertise to brighthush, and grow within a forward‑thinking, global organization, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush today and help shape the future of learning—one student, one teacher, and one support ticket at a time.