Senior Customer Support Specialist – SaaS & Technology Leader – Remote, AI‑Enabled, Global Growth Champion

About brighthush

brighthush is not just a recruitment agency – we are a catalyst for career transformation and organizational excellence. With a legacy spanning over fifteen years, we have partnered with Fortune 500 firms, high‑growth startups, and everything in between to connect exceptional talent with visionary opportunities. Our core belief is simple yet powerful: every professional deserves a career that ignites passion, and every organization deserves talent that fuels sustainable success. This philosophy drives our data‑driven, empathy‑centric approach, ensuring that every placement is a win for both client and candidate.

Our team is a blend of seasoned recruiters, career coaches, and industry specialists who bring deep expertise in talent acquisition, employee development, and workforce strategy. We thrive on collaboration, continuous learning, and measurable impact. Whether you’re a tech startup scaling rapidly, a multinational expanding into new markets, or an individual ready to elevate your career, brighthush is your trusted partner every step of the way.

Role Overview

We are thrilled to announce a pivotal opening for a Senior Customer Support Specialist who will join a leading US‑based software company’s remote team in Bulgaria. This role is essential to delivering world‑class support that drives customer satisfaction, retention, and advocacy. As a key member of the support ecosystem, you will handle complex inquiries, collaborate with cross‑functional teams, and continuously refine our knowledge base and processes.

Key Responsibilities

• Deliver Exceptional Customer Experience: Provide timely, accurate, and empathetic support through our chat platform, ensuring every interaction reflects the brand’s commitment to excellence.
• Diagnose & Resolve Issues: Analyze customer problems, troubleshoot root causes, and, when necessary, elevate tickets to Customer Success, Product, or Engineering teams.
• Ticket Management: Create and manage Jira tickets for technical issues, documenting details to enable swift resolution and knowledge sharing.
• Customer Advocacy: Serve as the primary point of contact for customers throughout the issue lifecycle, offering regular updates and maintaining a professional, helpful demeanor.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Customer Success to ensure issues are addressed promptly and solutions are implemented effectively.
• Knowledge Base Development: Author, review, and update help center articles, ensuring content is accurate, accessible, and aligned with evolving customer needs.
• Leverage AI Tools: Utilize AI‑powered chat assistants and knowledge‑base search tools to enhance response speed, consistency, and overall customer satisfaction.
• Continuous Improvement: Identify recurring patterns or pain points in customer feedback, propose actionable improvements, and collaborate on product enhancements.

Essential Qualifications

• Minimum of 5 years of experience in a customer support role, preferably within SaaS, tech, or a related industry.
• Exceptional written and verbal communication skills in English, with a clear, professional accent.
• Proficiency with chat support platforms (e.g., Intercom) and ticketing systems (e.g., Jira).
• Strong multitasking ability, managing multiple chat interactions simultaneously while maintaining high quality.
• Proactive problem‑solving mindset, comfortable handling escalations and seeking additional resources when needed.
• Excellent time‑management, organizational, and prioritization skills.
• Meticulous attention to detail, ensuring accuracy and quality in every interaction.
• Basic understanding of customer service metrics and KPIs, with a commitment to achieving high standards in customer satisfaction.
• Authorized to work in Bulgaria and able to pass a standard background check.

Preferred Qualifications

• Experience leveraging AI tools to assist in customer support operations.
• Knowledge of the software development lifecycle and familiarity with product roadmaps.
• Experience working in a remote, distributed team environment.
• Fluency in additional languages (e.g., Bulgarian, Russian, Spanish) is a plus.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems.
• Strong analytical skills, able to interpret data and derive actionable insights.
• Excellent interpersonal skills, fostering collaboration across departments.
• Adaptability to fast‑changing environments and evolving customer needs.
• Resilience under pressure, maintaining composure during high‑volume periods.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Support Specialist, you will have the opportunity to:

• Advance into senior support roles, such as Support Manager or Customer Success Lead.
• Transition into product or engineering teams, leveraging your deep customer insights.
• Participate in leadership training programs and mentorship initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Contribute to internal knowledge‑sharing sessions, influencing best practices across the organization.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from the comfort of your home while staying connected to a global team. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is empowered to bring their authentic self to work, and we provide the tools and support needed to thrive.

Compensation & Benefits

While specific figures may vary based on experience and location, we offer a competitive remuneration package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses and incentives.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible working hours and remote work options.
• Professional development budget and learning resources.
• Paid time off, holidays, and a supportive work‑life balance policy.

How to Apply

Ready to take the next step in your career? Submit your CV in English, along with a brief cover letter highlighting your relevant experience and why you’re excited about this opportunity. Only shortlisted candidates will be contacted.

Closing Statement

At brighthush, we’re not just filling roles – we’re building futures. If you’re a dedicated, customer‑focused professional eager to make a tangible impact in a fast‑paced, AI‑enabled environment, we want to hear from you. Join us and help shape the next generation of customer support excellence.

Thank you for considering a career with brighthush. We look forward to discovering how your unique talents can contribute to our shared success.