Senior Customer Support Specialist – Pension & Retirement Plan Software Services

Introduction

At brighthush, we are redefining the way retirement plans are managed, supported, and optimized. With more than five decades of experience in the benefits technology space, we empower financial advisors, plan sponsors, and HR professionals to deliver seamless, compliant, and user‑friendly retirement solutions. Our mission is to make retirement planning simple, transparent, and accessible for everyone, and we do this by combining cutting‑edge technology with world‑class customer service.

We are currently looking for a highly motivated, detail‑oriented Senior Customer Support Specialist to join our remote Customer Service team. If you have a passion for helping clients navigate complex retirement plan software, a deep understanding of qualified retirement plans, and a knack for turning technical challenges into clear, actionable solutions, we want to hear from you.

Key Responsibilities

• Customer Support Excellence: Deliver timely, accurate, and empathetic assistance to clients via phone, email, and chat, ensuring a 95%+ first‑contact resolution rate.
• Software Testing & Quality Assurance: Participate in the end‑to‑end testing of new releases, bug fixes, and feature enhancements, documenting findings and collaborating with the development team.
• Training & Knowledge Management: Create, update, and maintain training materials, knowledge base articles, and best‑practice guides for both internal teams and external clients.
• Ticketing System Management: Log, triage, and resolve support tickets using our advanced ticketing platform, ensuring accurate status updates and adherence to SLAs.
• Compliance & Regulatory Insight: Apply in‑depth knowledge of ERISA, SECURE 2.0, and other retirement plan regulations to guide clients and support accurate plan administration.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Sales teams to relay customer feedback, prioritize feature requests, and drive continuous improvement.
• Process Improvement: Identify recurring support issues and propose scalable solutions, contributing to the development of best‑practice playbooks.

Essential Qualifications

• Minimum of 3 years of client services or software support experience in the pension or retirement plan industry.
• Deep, functional knowledge of qualified retirement plans (401(k), 403(b), 457, etc.) and their associated compliance requirements.
• Hands‑on experience with retirement plan software platforms such as brighthush, brighthush, brighthush, brighthush, and brighthush.
• Proficiency in using ticketing systems (e.g., Zendesk, ServiceNow) to manage support workflows.
• Strong analytical and problem‑solving skills, with the ability to translate complex technical issues into clear, client‑friendly explanations.
• Excellent written and verbal communication skills in English, with a professional tone and attention to detail.
• Self‑motivated, proactive, and comfortable working independently in a fully remote environment.

Preferred Qualifications

• ASPPA (American Society of Pension Professionals & Advisors) credentials or equivalent professional certifications.
• Experience with ERISA and SECURE 2.0 compliance frameworks, including audit preparation and reporting.
• Background in data analytics or reporting tools used in retirement plan administration.
• Previous exposure to SaaS product support and a strong understanding of cloud‑based deployment models.
• Experience in creating and delivering virtual training sessions or webinars to a diverse audience.

Required Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software platforms, databases, and reporting tools.
• Customer‑Centric Mindset: Ability to anticipate client needs and provide proactive solutions.
• Communication: Clear, concise, and persuasive written and verbal communication.
• Time Management: Prioritize tasks effectively in a fast‑paced, remote setting.
• Collaboration: Work seamlessly with cross‑functional teams across different time zones.
• Adaptability: Thrive in a dynamic environment where priorities can shift quickly.
• Continuous Learning: Demonstrated commitment to staying current with industry trends, regulations, and technology.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Customer Support Specialist, you will:

• Progress into a Customer Success Manager role, overseeing a portfolio of high‑value clients.
• Transition into Product Management or Engineering tracks, leveraging your deep product knowledge and customer insights.
• Earn industry certifications such as ASPPA, ERISA, or SECURE 2.0 through our tuition reimbursement program.
• Participate in quarterly hackathons and innovation challenges that allow you to propose and prototype new features.
• Attend global conferences, webinars, and workshops to stay ahead of regulatory changes and technology trends.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Inclusive Community: A diverse team that values different perspectives and fosters belonging.
• Open Communication: Regular all‑hands meetings, town halls, and an open‑door policy with leadership.
• Wellness & Work‑Life Balance: Access to mental health resources, virtual fitness classes, and generous paid time off.
• Innovation‑Driven: A culture that encourages experimentation, continuous improvement, and rapid iteration.

Compensation & Benefits

We offer a competitive salary range of USD 67,500 – 82,500 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• 401(k) matching up to 5% of your salary.
• Generous paid time off (PTO) and a flexible holiday schedule.
• Health, dental, and vision insurance plans with employer contributions.
• Retirement plan options and financial wellness resources.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) and mental health support.
• Annual performance bonuses and spot awards for exceptional contributions.

How to Apply

If you are ready to join a forward‑thinking organization that values expertise, innovation, and customer success, we encourage you to apply today. Submit your resume and a brief cover letter outlining your experience with retirement plan software and client support. We look forward to exploring how your skills and passion can help shape the future of retirement solutions at brighthush.