Senior Customer Support Specialist – Remote AMER, AI‑Enhanced SaaS Experience, Proactive Onboarding Leadership, Continuous Improvement Champion, Customer Advocacy & AI Ops at brighthush

About brighthush: Empowering Tomorrow’s Workflows Today

In a world where digital transformation is no longer a luxury but a necessity, brighthush is redefining what it means to support intelligent SaaS solutions. Our cloud‑native platform is engineered to streamline operations, unlock actionable data insights, and accelerate growth for businesses across every industry. What truly sets us apart is our unwavering commitment to human‑centric support—blending cutting‑edge artificial intelligence with seasoned expertise to create a partnership that feels personal, proactive, and profoundly impactful.

As we expand our footprint across the Americas and Asia‑Pacific, we’re looking for a passionate, self‑driven Senior Customer Support Specialist to join our Customer Experience team. In this role, you will be the linchpin that transforms routine support tickets into opportunities for delight, drives proactive onboarding, and shapes the future of our AI‑augmented help desk.

Why This Role is a Game‑Changer

Customers rely on brighthush to power mission‑critical workflows. When they hit a snag, they expect swift, knowledgeable, and personable help. As a Senior Customer Support Specialist, you’ll be the trusted advisor who not only resolves issues but also guides customers through onboarding, uncovers hidden friction points, and contributes to the continuous improvement of our self‑serve resources. Your work will directly influence customer satisfaction, retention, and the overall perception of brighthush as a partner rather than a vendor.

Key Responsibilities – A Day in the Life

1. Mastering the AMER Queue (4‑5 Hour Daily Block)

• Own a dedicated block of time in Intercom to handle complex, asynchronous customer inquiries that our AI assistant Fin cannot resolve.
• Apply deep product knowledge and sound judgment to troubleshoot, diagnose, and resolve issues across the full feature set.
• Maintain a warm, professional tone in written communication, ensuring each response feels personalized and thoughtful.
• Track ticket status, follow up proactively, and close tickets with clear next steps or resolution details.
• Document recurring problems and propose solutions to the product team.

2. AI Review & Continuous Improvement

• Audit AI‑generated conversations, identify gaps, and provide actionable feedback to refine Fin’s response library.
• Collaborate with the AI engineering team to implement enhancements that reduce future manual workload.
• Participate in monthly AI training sessions, sharing real‑world scenarios that improve model accuracy.

3. Help Center & Knowledge Base Development

• Write, edit, and publish clear, concise help articles based on emerging patterns in support tickets.
• Ensure documentation stays up‑to‑date, searchable, and aligned with product releases.
• Run quarterly content audits to remove outdated or duplicate articles.
• Collaborate with the marketing team to create onboarding playbooks and quick‑start guides.

4. Proactive Onboarding & Customer Advocacy (Post‑Ramp)

• Conduct live onboarding calls with new AMER customers, guiding them through setup, configuration, and best‑practice usage.
• Identify early‑stage churn signals, recurring friction, and product gaps; surface these insights to the Customer Success and Lifecycle Marketing teams.
• Take increasing ownership of the SMB and self‑serve onboarding experience, shaping a scalable, repeatable process.
• Build relationships with key stakeholders in customer accounts to advocate for feature requests and roadmap priorities.

5. Cross‑Functional Collaboration

• Partner with Product, Engineering, and Marketing to relay customer feedback and influence roadmap priorities.
• Work asynchronously with a globally distributed team, leveraging Slack, Loom, Linear, and other collaboration tools.
• Contribute to quarterly product demos and beta testing cycles.

Essential Qualifications – What We Expect

• B2B SaaS Support Experience: Minimum 2‑3 years handling complex, asynchronous support conversations independently.
• Exceptional Written Communication: Ability to craft clear, warm, and error‑free messages that reflect genuine care.
• Independent Troubleshooting Skills: Proficiency with Intercom, Linear, internal docs, and a methodical approach to problem solving.
• Technical Confidence: Comfortable discussing APIs, integrations (e.g., Zapier), and tier‑2 technical queries.
• AI Fluency: Regular user of AI tools (e.g., ChatGPT, Copilot) with concrete examples of productivity gains.
• Judgment in Ambiguity: Knows when to resolve, when to elevate, and when to advocate on a customer’s behalf.
• Customer Onboarding Exposure: Experience guiding customers through product adoption, with a desire to deepen this skill set.
• Systems Thinking: Ability to spot patterns across tickets and proactively suggest improvements.
• Remote Work Readiness: Proven track record of thriving in an asynchronous, fully remote environment; comfortable with Slack, Loom, and video communication.

Preferred Qualifications & Nice‑to‑Haves

• Experience with AI‑driven support platforms or building conversational bots.
• Familiarity with data‑analysis tools (e.g., Looker, Tableau) to surface trends from ticket data.
• Background in SaaS onboarding or Customer Success roles.
• Knowledge of accessibility standards and inclusive design principles.
• Fluency in a second language, especially Spanish or French, to support a broader customer base.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand the customer’s perspective and respond with genuine concern.
• Analytical Mindset: Comfort digging into logs, error messages, and data to pinpoint root causes.
• Time Management: Efficiently juggle multiple tickets, onboarding calls, and improvement projects.
• Collaboration: Work seamlessly with cross‑functional peers across time zones.
• Continuous Learning: Eagerness to stay current on product updates, industry trends, and emerging AI tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As you master the day‑to‑day responsibilities, you can progress into senior specialist, team lead, or even Customer Success Manager roles. We invest heavily in professional development—offering:

• Access to a curated library of courses on SaaS support, AI, and product knowledge.
• Quarterly mentorship sessions with senior leaders in Customer Experience.
• Opportunities to lead cross‑functional projects, such as AI‑training initiatives or onboarding program redesigns.
• Conference sponsorships for industry events like SaaStr, G2, or AI Expo.
• Internal hackathons focused on improving support workflows and AI capabilities.

Work Environment & Culture at brighthush

We are a fully remote, asynchronous organization that values results over meetings. Our culture is built on transparency, inclusivity, and a shared belief that work should enhance life, not dominate it. Highlights include:

• Global Diversity: Team members span continents, bringing a rich tapestry of perspectives.
• Transparent Handbook: Our brighthush Handbook is publicly available, showcasing our policies, perks, and ways of working.
• Flexibility: While we require coverage within the Pacific (PT) or Mountain (MT) time zones for this role, you set your own schedule around that core block.
• Low‑Meeting Culture: Expect only essential syncs; the majority of collaboration happens via async channels.
• Well‑Being Focus: Generous PTO, mental‑health days, and a stipend for home‑office ergonomics.
• Community Engagement: Quarterly virtual happy hours, book clubs, and skill‑share sessions.

Compensation, Perks & Benefits

We offer a competitive salary of $82,656 per year (Level 2), benchmarked against industry standards and adjusted for cost‑of‑living considerations. In addition to base pay, you’ll receive:

• Annual performance bonus tied to individual and company goals.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• 401(k) plan with company match.
• Equity participation—share in brighthush’s growth and success.
• Professional development budget (up to $2,000 per year).
• Home‑office stipend for equipment, internet, and coworking space access.
• Unlimited vacation policy, encouraging you to recharge when needed.
• Monthly wellness allowance for fitness, meditation, or other health‑focused activities.
• Access to a global network of peers and mentors.

Commitment to Diversity & Inclusion

We recognize that women and underrepresented groups often self‑select out of roles when they don’t meet every listed requirement. At brighthush, we value potential, perspective, and passion over a perfect checklist. If you feel you can bring value to the team—even if you don’t tick every box—we strongly encourage you to apply and share how your unique experiences will enrich our community.

How to Apply

If you’re excited about shaping the future of AI‑augmented SaaS support, love solving complex problems, and thrive in an async, remote environment, we want to hear from you. Please submit your resume, a brief cover letter highlighting relevant experience, and any examples of AI‑driven productivity hacks you’ve implemented.

Ready to join a forward‑thinking, inclusive, and high‑impact team? Click the link below to start your application journey with brighthush.

Apply to This Job

Closing Thoughts

At brighthush, every customer interaction is an opportunity to make a lasting impression. By combining human empathy with AI efficiency, you will help our customers unlock the full value of our platform while shaping the evolution of our support function. Join us, and together we’ll build a world where technology feels intuitive, reliable, and genuinely supportive.