Senior Customer Support Specialist – Property Management & Real Estate Portal – Remote, U.S. – Champion Resident Experience at brighthush

About brighthush and the Future of Property Management

brighthush is more than a software platform; it’s a movement that reimagines how people live, work, and connect within their homes. By blending cutting‑edge technology with a human‑centric philosophy, we empower property owners, managers, and tenants to navigate the complexities of modern living with confidence and ease. Our flagship portal is the single source of truth for rent payments, maintenance requests, community resources, and resident engagement—streamlining everyday life for millions of residents across the United States.

In an industry that is rapidly evolving, brighthush stands out for its unwavering commitment to innovation, integrity, and inclusivity. We believe that exceptional customer support is the cornerstone of tenant satisfaction and long‑term success. That’s why we’re looking for a proactive, empathetic, and tech‑savvy Customer Support Specialist to join our dynamic, remote‑first team.

Why This Role Matters

Every interaction you handle as a Customer Support Specialist directly shapes the resident experience and strengthens the community bonds that brighthush champions. You will be the frontline advocate, turning challenges into opportunities for delight and trust. Your work will influence how thousands of residents perceive their homes, and it will help us build brighter, more connected communities.

A Day in the Life

• Morning Huddle: Start your day with a quick virtual sync with the support squad to review priority tickets and any system updates.
• Multi‑Channel Engagement: Respond to resident inquiries via phone, email, live chat, and social media—always with a solution‑focused, positive tone.
• Portal Guidance: Walk residents through the portal for rent payments, maintenance ticket submissions, and community resource access.
• Troubleshooting: Resolve payment‑related issues—transaction failures, billing discrepancies, auto‑pay setups—using SAP and RealPage.
• Data Integrity: Log every interaction in our CRM, ensuring accuracy and compliance.
• Escalation Management: Identify complex issues, route them to the appropriate internal teams, and follow up until resolution.
• Continuous Learning: Stay updated on new portal features, policy changes, and best practices.
• Feedback Loop: Capture resident feedback and share insights with product and engineering teams to drive continuous improvement.

Key Responsibilities

• Provide timely, accurate, and empathetic support across multiple channels.
• Guide residents through portal functionalities, ensuring a seamless experience.
• Troubleshoot and resolve payment, billing, and maintenance‑related issues.
• Maintain resident records and service requests in SAP and RealPage.
• Document all interactions in the CRM, ensuring data integrity and compliance.
• Escalate complex issues and collaborate with cross‑functional teams.
• Stay current on portal features, policies, and industry best practices.
• Collect and analyze resident feedback to inform product enhancements.

Essential Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• 1–2 years of customer support experience, ideally within property management or real estate.
• Hands‑on experience with SAP and RealPage platforms.
• Excellent written and verbal communication skills.
• Proficiency with CRM and support tools such as Zendesk or Freshdesk.
• Strong problem‑solving abilities and the capacity to work independently while managing multiple tasks.
• High attention to detail and strong organizational skills.
• Empathetic, professional demeanor, especially when handling escalated issues.

Preferred Qualifications

• Experience with multi‑channel support (live chat, social media, ticketing).
• Knowledge of tenant‑rights regulations and compliance standards.
• Experience in a SaaS or cloud‑based property management environment.
• Prior exposure to data analytics or reporting within a CRM.
• Fluency in a second language (Spanish, French, Mandarin, etc.) is a plus.

Skills & Competencies for Success

• Customer‑Centric Mindset – Always put the resident first and strive to exceed expectations.
• Technical Proficiency – Comfortable navigating complex software, troubleshooting issues, and learning new tools quickly.
• Communication Excellence – Clear, concise, and empathetic communication across all channels.
• Analytical Thinking – Ability to diagnose problems, identify root causes, and propose effective solutions.
• Collaboration & Teamwork – Work seamlessly with property managers, maintenance teams, and IT to resolve resident concerns.
• Adaptability – Thrive in a fast‑moving environment with evolving processes and technologies.
• Time Management – Prioritize tasks, meet deadlines, and maintain high productivity.

Career Growth & Learning Opportunities

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

• Participate in a structured onboarding program that covers our portal, systems, and customer‑service philosophy.
• Gain exposure to cross‑functional teams—Finance, Maintenance, IT, and Marketing—through shadowing and collaborative projects.
• Access ongoing training modules on new features, compliance updates, and advanced customer‑service techniques.
• Earn certifications in SAP, RealPage, or other industry‑relevant tools.
• Progress to roles such as Senior Support Analyst, Team Lead, or Customer Experience Manager based on performance and interest.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Open‑door communication channels with leadership.
• Inclusive events celebrating diversity, community service, and employee milestones.
• Flexible work hours that accommodate different time zones and personal commitments.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $19.25 to $25.00, commensurate with experience and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• Company‑matching 401(k) retirement savings.
• Employee Stock Purchase Program (ESPP).
• Tuition reimbursement for relevant courses and certifications.
• Paid time off, including vacation, sick leave, and holidays.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Access to a digital learning platform with courses on customer service, technology, and leadership.

How to Apply

Ready to make a difference in the lives of residents and grow your career with brighthush? Submit a complete application, including your resume and a brief cover letter outlining why you’re the ideal fit for this role. Please note:

• All applications will be reviewed by our recruiting team.
• Successful candidates will be invited to complete a digital assessment to showcase their skills.
• Only U.S. applicants with permanent work authorization will be considered.
• We are an equal‑opportunity employer committed to diversity and inclusion.

Apply today and join a team that values innovation, integrity, and community impact.

Closing Statement

At brighthush, we’re redefining property management by putting residents at the heart of everything we do. If you are passionate about delivering exceptional service, thrive in a tech‑driven environment, and want to be part of a culture that celebrates growth and inclusion, we encourage you to apply. Your expertise will help us build brighter, more connected communities—one resident at a time.