Senior Customer Support Specialist – SaaS & Automotive Technology – Frontline Technical Support Lead – Driving Auto Repair Success at brighthush – Empowering Service Centers with Cutting‑Edge Software

About brighthush

Since its inception in 2019, brighthush has evolved from a niche software startup into the backbone of modern automotive repair shops worldwide. Our mission is simple yet transformative: ignite vehicle service success by delivering cutting‑edge software and financial solutions that unlock the full potential of every shop. From streamlined communication and workflow automation to touchless payments, valet pickup, and beyond, our founder‑led products power the entire service lane experience. Today, brighthush serves over 30,000 shops, generating more than 50 million repair orders annually, and is the trusted engine behind the profitability of today’s automotive service industry.

At brighthush, your success is our purpose. We believe that by empowering technicians, shop owners, and service teams, we can transform the customer journey from start to finish and help the people under the hood thrive.

Why Join brighthush?

Being part of brighthush means stepping into a culture that values impact, growth, and recognition. We are not a mega‑corporation where people wonder what others are doing all day. Every team member moves the ball forward, day in and day out, for our customers and for one another. Our comprehensive benefits package is just the beginning—our biggest benefit is the opportunity to shape the future of automotive technology.

brighthush is a place where ideas are tested, failures are celebrated as learning moments, and success is shared. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that encourages curiosity, rewards initiative, and rewards results.

Role Overview

As a Senior Customer Support Specialist, you will be the frontline champion for our customers, providing expert technical support across multiple channels. You will troubleshoot, guide, and resolve issues while delivering a high‑quality customer experience that reflects brighthush’s commitment to excellence. Your work will directly influence customer satisfaction, product adoption, and the overall success of the shops we serve.

In this role, you will act as a bridge between our customers and the product teams, ensuring that every interaction is an opportunity to learn, improve, and build lasting relationships. You will be the voice that translates complex technical concepts into clear, actionable guidance for shop owners, technicians, and service managers.

Key Responsibilities

• Frontline Technical Support: Deliver timely, professional assistance via phone, email, chat, and screen‑sharing tools. Diagnose and resolve application, configuration, and workflow issues.
• Issue Documentation & Knowledge Sharing: Gather accurate details, reproduce problems when possible, and log clear case notes to enable effective follow‑up and knowledge base enrichment.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Customer Success teams. Escalate complex or recurring issues with well‑defined steps, impact assessment, and customer context.
• Customer Advocacy: Educate users on best practices, identify product gaps or trends, and contribute to continuous improvement of documentation and support processes.
• Metrics & Quality Assurance: Meet or exceed response‑time and resolution targets. Participate in regular quality reviews and process improvement initiatives.
• Continuous Learning: Stay current with new product releases, industry trends, and emerging support technologies to provide the most up‑to‑date assistance.

Essential Qualifications

• 1–2 years of experience in a technical support, customer support, or helpdesk role within a SaaS, software, or technology‑enabled environment.
• Strong problem‑solving and troubleshooting skills, with a methodical approach to root‑cause analysis.
• Excellent written and verbal communication skills, capable of explaining technical concepts clearly to non‑technical users.
• Proficiency with ticketing systems and support tools such as brighthush, brighthush, brighthush.
• Ability to manage multiple cases simultaneously, prioritize effectively, and meet response‑time and resolution expectations in a fast‑paced environment.
• Basic understanding of automotive shop operations and terminology is a plus.

Preferred Qualifications

• Experience supporting automotive software, POS, or shop management systems.
• Familiarity with web‑based applications, APIs, integrations, or data workflows.
• Hands‑on experience with screen‑sharing and remote support tools.
• Exposure to SQL, reporting tools, log analysis, or other technical diagnostic tools.
• Experience working within a metrics‑driven support organization, including CSAT, SLA, First Contact Resolution, or backlog management.
• Knowledge of automotive industry standards such as OBD‑II, VIN decoding, or dealership management systems.

Skills & Competencies

• Technical Acumen: Comfortable navigating complex software environments and translating technical jargon into user‑friendly language.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for customer delight.
• Analytical Thinking: Ability to dissect problems, identify patterns, and propose actionable solutions.
• Collaboration & Influence: Work effectively with cross‑functional teams and influence product improvements based on customer feedback.
• Adaptability: Thrive in a rapidly evolving SaaS landscape and adjust to new tools, processes, and priorities.
• Time Management: Prioritize tasks, manage workload, and meet deadlines in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Customer Support Specialist, you will:

• Gain exposure to the full product stack, from front‑end user interfaces to back‑end APIs.
• Participate in ongoing training programs, including technical certifications, product workshops, and soft‑skill development.
• Collaborate with senior engineers and product managers, providing a clear pathway to roles such as Support Engineer, Product Analyst, or Customer Success Manager.
• Contribute to product roadmap discussions, ensuring that customer insights shape future releases.
• Attend industry conferences, webinars, and meetups to stay ahead of automotive technology trends.
• Receive mentorship from experienced leaders who are passionate about your growth.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned.
• Open communication channels—brighthush, brighthush, and dedicated support forums.
• Regular hackathons and idea‑sharing sessions that encourage creative problem‑solving.
• A supportive team that celebrates wins and learns from challenges together.
• Inclusive hiring practices that value diverse perspectives and experiences.
• Flexible work arrangements that respect work‑life balance.

Compensation & Benefits

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

• Base salary commensurate with market rates for SaaS support roles.
• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Health, dental, and vision insurance for you and your family.
• 401(k) matching to help you plan for the future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, conferences, and certifications.
• Flexible work arrangements and a remote‑friendly environment.
• Employee referral program and quarterly team celebrations.

How to Apply

If you are ready to join a team that values your expertise, empowers your growth, and places customer success at the heart of everything we do, we would love to hear from you. Click the link below to submit your application and take the first step toward an exciting career at brighthush.