Senior Customer Support Specialist – Planning & Pricing Solutions, APAC Remote (Shanghai) – Driving Retail Innovation at brighthush

Welcome to brighthush – Where Retail Meets Innovation

At brighthush, we’re redefining the way brands, retailers, and manufacturers bring products to market. Our AI‑powered, end‑to‑end platform transforms raw data into actionable insights, enabling our clients to launch, price, and scale products faster than ever before. Whether you’re a seasoned tech enthusiast or a fresh talent eager to learn, brighthush offers a dynamic, inclusive environment where curiosity, continuous learning, and a passion for excellence are not just encouraged—they’re expected.

Why This Role Is a Game‑Changer

As a Senior Customer Support Specialist for our Planning & Pricing Solutions, you’ll be the frontline advocate for thousands of businesses across the APAC region. Your expertise will directly influence how retailers price products, forecast demand, and unlock new revenue streams. Working remotely from Shanghai (or any APAC location), you’ll enjoy the freedom to balance professional growth with personal commitments while collaborating with a global team of engineers, data scientists, product managers, and fellow support specialists.

Key Responsibilities – Your Day‑to‑Day Impact

• Customer Advocacy: Respond to inbound inquiries via email, chat, and ticketing systems (Zendesk, Jira) with empathy, clarity, and speed.
• Technical Troubleshooting: Diagnose and resolve complex technical and functional issues related to the Planning & Pricing platform, ensuring minimal downtime for our clients.
• Knowledge Management: Document solutions, best practices, and troubleshooting guides in our internal knowledge base, continuously improving the quality of support resources.
• Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to resolve escalated issues and provide actionable feedback that shapes future product enhancements.
• Metrics & Reporting: Track and report on key support metrics—ticket volume, resolution time, customer satisfaction scores—and use data to drive process improvements.
• On‑Call Support: Participate in on‑call rotations to provide 24/7 coverage for critical incidents, ensuring our clients receive uninterrupted service.
• Continuous Improvement: Champion initiatives that automate repetitive tasks, streamline workflows, and enrich the knowledge base, thereby elevating the overall support experience.

Essential Qualifications – What We Expect

• 1–2 years of customer support experience in a SaaS environment, preferably within the retail or e‑commerce sector.
• Strong technical foundation: Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• Proficiency in SQL for data extraction and analysis; experience with Python or JavaScript is a plus.
• Excellent written and verbal communication skills in English; additional proficiency in Mandarin is highly desirable.
• Demonstrated ability to work independently in a fully remote setting, managing time and priorities effectively.
• Experience with ticketing systems (Zendesk, Jira) and CRM platforms (Salesforce).
• Strong problem‑solving skills and a customer‑centric mindset.

Preferred Qualifications – Bonus Points

• Experience in the retail, e‑commerce, or supply‑chain industry.
• Familiarity with AI‑driven pricing or demand‑forecasting tools.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Previous exposure to agile development practices and cross‑functional collaboration.
• Fluency in additional languages (e.g., Cantonese, Japanese) to support a broader customer base.

Skills & Competencies – What Makes You Thrive

• Technical Proficiency: SQL, Python/JavaScript, Zendesk, Jira, Salesforce.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Work seamlessly with engineering, product, and sales teams to deliver holistic customer solutions.
• Customer Advocacy: Passion for ensuring a positive customer experience and turning challenges into opportunities.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product features, industry trends, and advanced technical skills.
• Clear career pathways into roles such as Senior Support Engineer, Product Support Lead, or Customer Success Manager.
• Opportunities to contribute to product development through feedback loops and beta testing.
• Participation in hackathons, innovation challenges, and cross‑functional projects that broaden your skill set.

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

Our culture is built on transparency, collaboration, and a shared commitment to customer success. We value:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Flexibility: Remote work, flexible hours, and a results‑oriented approach.
• Continuous Learning: Access to learning platforms, certifications, and industry conferences.
• Community: Regular virtual team building events, knowledge sharing sessions, and open forums.
• Well‑being: Comprehensive health benefits, mental health support, and wellness programs.

Compensation & Benefits – We Value Your Contribution

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote SaaS support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance.
• Paid time off, parental leave, and flexible vacation policies.
• Professional development budget and access to industry conferences.

How to Apply – Join the Future of Retail Technology

Ready to bring your expertise to a forward‑thinking team that is reshaping the future of retail technology? Click the link below to submit your application and become a part of brighthush’s journey.

Apply to brighthush Today

Closing Statement – Your Next Big Opportunity

At brighthush, we’re not just building software; we’re empowering businesses to thrive in a rapidly changing marketplace. As a Senior Customer Support Specialist, you’ll be at the heart of this mission, turning challenges into opportunities and ensuring our clients achieve success. If you’re passionate about technology, customer advocacy, and continuous improvement, we invite you to bring your expertise to brighthush and help shape the future of planning and pricing solutions across the APAC region.