Senior Customer Support Specialist – SaaS & AI Solutions – Remote (Canada) – Empowering Digital Transformation at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the heavy‑equipment and rental industry through cloud‑native SaaS platforms and AI‑powered solutions. Our portfolio of products streamlines operations, accelerates growth, and delivers unparalleled customer experiences by harnessing intelligent automation, data analytics, and machine‑learning‑driven support tools. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is at the forefront of the digital transformation wave sweeping across the equipment sector.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that thrives on solving real‑world problems for a diverse client base. We champion a culture of transparency, empowerment, and work‑life balance—especially for our remote teams across Canada. Our commitment to professional growth is reflected in our robust learning pathways, mentorship programs, and the opportunity to work with cutting‑edge AI and SaaS technologies. If you’re looking for a role that blends technical challenge with meaningful impact, brighthush is the place to grow.

Your Impact as a Senior Customer Support Specialist

As the frontline advocate for our customers, you will shape the first impression of brighthush’s brand. Your expertise will not only resolve issues but also influence product evolution, customer satisfaction, and long‑term loyalty. In this role, you’ll:

• Serve as the trusted advisor for our B2B clients, ensuring they achieve their operational goals.
• Translate complex technical concepts into clear, actionable guidance for users of all skill levels.
• Act as a bridge between customers and engineering, feeding real‑world insights into the product roadmap.
• Champion a culture of continuous improvement by identifying systemic pain points and proposing scalable solutions.

Key Responsibilities

Your day‑to‑day activities will include:

• Customer Communication: Engage with customers via email, chat, and phone to understand their needs, provide solutions, and maintain a high level of satisfaction.
• Issue Diagnosis & Resolution: Troubleshoot application and platform issues, leveraging your deep knowledge of our SaaS products and AI tools to deliver root‑cause solutions.
• Incident Management: Log, prioritize, and track customer incidents in our ticketing system, ensuring timely escalation and resolution in alignment with SLAs.
• Knowledge Base Enhancement: Contribute to the creation and refinement of knowledge base articles, FAQs, and troubleshooting guides to empower customers and reduce repeat tickets.
• Process Improvement: Identify recurring pain points and collaborate with product, engineering, and quality assurance teams to drive product enhancements and process efficiencies.
• Team Collaboration: Work closely with cross‑functional teams—including Sales, Product, and Engineering—to provide feedback, share insights, and support customer success initiatives.
• Performance Metrics: Track and report on key performance indicators such as ticket volume, resolution time, customer satisfaction scores, and first‑contact resolution rates.
• Shift Coverage: Operate during the 3:30 pm–12:00 am ET shift, ensuring seamless support coverage for our North American and international customers.
• Mentorship & Coaching: Guide junior support staff through best practices, knowledge sharing, and performance coaching.
• Innovation Advocacy: Champion the adoption of new AI tools and automation scripts that streamline support workflows and enhance customer experience.

Essential Qualifications

• Minimum 2 years of SaaS customer support experience, preferably in a B2B environment.
• Proficiency with AI tools and a strong curiosity to learn new technologies.
• Hands‑on experience with ticketing systems, Jira, and knowledge‑base platforms.
• Excellent written and verbal communication skills in English.
• Strong problem‑solving abilities, with a methodical approach to diagnosing and resolving complex issues.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Experience working in a 24/7 support environment or handling shift‑based schedules.
• Demonstrated ability to manage multiple priorities and deliver results under tight deadlines.

Preferred Qualifications

• Experience in the heavy‑equipment or rental industry, or a related B2B SaaS domain.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of scripting or automation tools (e.g., Python, PowerShell) to streamline support workflows.
• Previous involvement in customer success or account management roles.
• Multilingual capabilities or experience supporting a global customer base.
• Certifications in ITIL, AWS, or related fields.

Skills & Competencies

• Technical Acumen: Comfortable navigating complex SaaS architectures, APIs, and integration points.
• Customer‑Centric Mindset: Passionate about delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect problems, identify patterns, and propose data‑driven solutions.
• Collaboration: Strong interpersonal skills to work effectively with remote teammates across time zones.
• Adaptability: Thrive in a fast‑paced environment where priorities shift rapidly.
• Time Management: Mastery of juggling multiple tickets, deadlines, and stakeholder expectations.
• Continuous Learning: Eagerness to stay updated on industry trends, new AI capabilities, and emerging support technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we build. As a Senior Customer Support Specialist, you will have the chance to:

• Progress into a Customer Success Manager or Product Support Lead role, guiding strategic initiatives and shaping product roadmaps.
• Participate in our internal “Tech Academy,” which offers courses on AI, cloud computing, and advanced troubleshooting.
• Attend industry conferences, webinars, and hackathons to stay ahead of emerging trends.
• Lead cross‑functional projects that directly impact product development and customer experience.
• Mentor junior support staff, fostering a culture of knowledge sharing and continuous improvement.
• Earn certifications in AI, cloud platforms, or IT service management through sponsored training programs.
• Explore lateral moves into product management, data analytics, or engineering support roles.

Work Environment & Company Culture

brighthush values a culture of openness, innovation, and respect. Our remote teams enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, including game nights, wellness challenges, and coffee chats.
• Access to a digital collaboration hub (Slack, Teams, Confluence) that keeps everyone connected.
• A transparent feedback loop where ideas are heard and acted upon.
• Commitment to diversity, equity, and inclusion—ensuring every voice is valued.
• Annual “Innovation Day” where teams pitch new product ideas and receive executive feedback.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive salary range of CAD 64,200 – 74,500 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• 401(k) or RRSP matching contributions.
• Unlimited paid time off and a generous holiday schedule.
• Monthly stipend for home‑office equipment and internet.
• Employee stock‑option program to share in brighthush’s growth.
• Wellness benefits, including mental‑health resources and gym‑membership discounts.
• Professional development budget for courses, certifications, and conferences.
• Annual performance bonus potential based on company and individual metrics.

How to Apply

If you are a proactive, customer‑focused professional with a passion for SaaS and AI, we want to hear from you. Join brighthush and help us transform the heavy‑equipment industry while advancing your own career in a supportive, innovative environment.

Ready to make an impact? Click the link below to submit your application and become a key player in delivering world‑class support to our global clientele.