Senior Customer Support Specialist – SaaS & Industrial Equipment Solutions – Remote (North America & Oceania) – brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers heavy equipment dealerships, rental businesses, and service centers to accelerate growth through a cloud‑native, API‑first platform. Our suite of solutions—Industrial CRM, Equipment‑Aware Service Management, Intelligent Rental Management, and AI‑enhanced mobile applications—unifies sales, service, and rental operations into a single, data‑driven ecosystem. By delivering real‑time insights and automating routine tasks, we help our customers work faster, smarter, and with confidence, turning complex equipment logistics into streamlined, profitable workflows.

Why brighthush?

At brighthush, we believe that technology should be a catalyst for transformation, not a barrier. Our mission is to democratize industrial equipment management, enabling businesses of all sizes to thrive in a digital world. We’re a purpose‑driven, people‑centric organization that values curiosity, continuous learning, and bold innovation. If you’re passionate about solving real‑world problems, eager to grow alongside a high‑performing team, and ready to make a tangible impact on the industry, brighthush is the place for you.

Position Overview

We’re looking for a highly motivated, customer‑focused Senior Customer Support Specialist to join our Customer Support team. This role will serve as a key liaison between brighthush’s customers across North America’s West Coast, Australia, and New Zealand, ensuring they receive timely, expert assistance while driving adoption of our platform. You’ll work remotely from Ontario, Alberta, or British Columbia, operating during North American Eastern Time (3:30 pm – 12:00 am) with structured breaks to maintain peak performance.

Key Responsibilities

• Respond to customer inquiries via tickets, phone, email, and virtual meetings, providing clear, actionable guidance on platform usage.
• Diagnose and troubleshoot complex issues within our SaaS applications, determining root causes and recommending effective solutions.
• Conduct coaching sessions with customers to review their workflows, recommend best practices, and help them maximize platform value.
• Research historical tickets and knowledge base articles to inform current support cases, ensuring consistency and accuracy.
• Collaborate with cross‑functional teams—Product, Engineering, Sales, and Training—to advocate for customer priorities and influence product roadmap.
• Manage urgent incidents, coordinating with internal stakeholders to resolve high‑impact problems and keeping customers informed throughout.
• Create and maintain training documentation and knowledge articles, reducing future support volume and empowering customers.
• Adhere to company policies for ticket lifecycle management—creation, escalation, resolution, and closure—while maintaining SLA compliance.
• Analyze ticket trends to identify recurring issues, propose process improvements, and support continuous quality enhancement.
• Participate in team circles and cross‑departmental projects, contributing fresh perspectives and innovative ideas.
• Perform application testing to uncover potential issues and understand customer workflows, feeding insights back to Product and Engineering.
• Deepen product knowledge and industry expertise to position yourself for future internal career opportunities.
• Take ownership of assigned projects, delivering results on time and within scope.

Essential Qualifications

• Minimum of 2 years’ experience in a SaaS support or customer success role, preferably within industrial or equipment‑centric software.
• Proven ability to communicate clearly and empathetically with customers, tailoring messaging to diverse audiences.
• Strong analytical and problem‑solving skills, with a track record of resolving complex, multi‑step issues.
• Experience using ticketing systems (e.g., Jira Service Management), knowledge bases, and collaboration tools.
• Familiarity with AI tools for content creation, personalized messaging, and workflow automation.
• Self‑motivated, detail‑oriented, and comfortable working independently while thriving in a collaborative environment.

Preferred Qualifications

• Hands‑on experience in the heavy equipment dealership or rental industry.
• Background in technical support for cloud‑native, API‑first platforms.
• Experience creating and maintaining training materials and knowledge base content.
• Knowledge of service‑level agreements (SLAs) and experience managing SLA‑driven metrics.
• Proficiency in scripting or basic programming to assist with troubleshooting and automation.

Core Competencies for Success

• Patience and curiosity when troubleshooting intricate problems.
• Initiative and a passion for continuous learning and skill development.
• Strong written and verbal communication skills, with the ability to convey technical concepts to non‑technical stakeholders.
• Capacity to manage multiple tasks and projects simultaneously while maintaining high quality.
• Empathy and professionalism in managing customer expectations and delivering exceptional service.
• Team player who thrives in both independent and collaborative settings.
• Proficiency with support tools, ticketing systems, and knowledge bases.

Career Growth & Development

At brighthush, we invest in our people. As a Senior Customer Support Specialist, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders across Product, Engineering, and Sales.
• Regular learning opportunities—internal workshops, industry conferences, and online courses—to deepen technical and domain expertise.
• Clear internal career paths, including progression to Support Manager, Customer Success Lead, or Product Specialist roles.
• Cross‑functional projects that expose you to new areas of the business, expanding your skill set and visibility.
• Performance‑based bonuses and equity options that reward your contributions to the company’s success.

Work Environment & Culture

brighthush fosters a culture built on our core values:

• Purposeful, Passionate, and Proud – We make a difference for our industry, customers, and each other.
• Innovators & Learners – We experiment, learn, and iterate to stay ahead.
• Driven to Improve, Not to Be Perfect – Continuous improvement is our mantra.
• Delivering Our Long‑Term Vision Today – We bring future‑ready solutions to market now.
• PowerfulTogether – Diverse perspectives create stronger outcomes.

Our remote-first approach offers flexibility, allowing you to work from anywhere within Ontario, Alberta, or British Columbia. We provide a comprehensive benefits package—including health, dental, vision, and retirement plans—along with a generous paid time off policy and a professional development stipend.

Compensation & Benefits

Competitive base salary ranging from CAD $64,200 – $74,500, plus a 5% annual bonus tied to individual and company performance. Additional perks include:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Flexible work hours and remote work stipend.
• Paid parental leave and wellness programs.
• Annual professional development budget.
• Employee equity program.

Diversity & Inclusion

brighthush is committed to building a diverse and inclusive workforce. We encourage applications from individuals of all backgrounds, regardless of race, religion, ethnicity, gender identity, sexual orientation, disability, or age. If you need accommodations during the recruitment process, please let us know—we’re dedicated to providing an accessible experience for everyone.

How to Apply

Ready to join a forward‑thinking team that’s redefining industrial equipment management? Submit your application through our careers portal or click the link below. We look forward to learning how your expertise and passion can help brighthush continue to deliver world‑class support to our customers.