Senior Customer Support Specialist – Technical & Billing Excellence for Global Researchers – brighthush

About brighthush

brighthush is not just a technology company; it is a movement that is reshaping the way the world conducts research. With a portfolio that spans from the world‑class scientific writing platform brighthush—used by more than 30 million researchers, students, and institutions worldwide—to the cutting‑edge AI‑powered research assistant brighthush, we are at the forefront of empowering scholars to write, collaborate, and publish with unprecedented speed and clarity.

Our vision is simple yet ambitious: to create a future where research flows seamlessly, transparently, and inclusively. We believe that the best science emerges when ideas are shared openly, when tools are designed with the user in mind, and when diverse perspectives are celebrated. To achieve this, we invest in innovative products, nurture a culture of curiosity, and build teams that are as dynamic as the problems we solve.

Why Join brighthush?

At brighthush, you will be part of a global community that is shaping the next generation of research software. You will work alongside product designers, engineers, data scientists, and marketing specialists who are passionate about making research more efficient and accessible. Our remote‑first culture means you can collaborate with colleagues across time zones while enjoying the flexibility to work from wherever you thrive.

We are committed to diversity, equity, and inclusion. We actively encourage candidates from under‑represented groups to apply, knowing that a rich mix of voices fuels innovation and drives better outcomes for our users.

About the Role

The Senior Customer Support Specialist is the connective tissue between two of brighthush’s flagship products: the mature, LaTeX‑based collaborative writing platform brighthush and the nascent, AI‑powered research assistant brighthush. You will provide empathetic, timely support to a global base of researchers, students, and institutional partners, while also helping to shape the support experience for brighthush’s early adopters.

Because the role spans both products, you will be the go‑to expert for a wide range of technical and billing inquiries, and you will play a pivotal role in building and refining our knowledge base, support playbooks, and customer success metrics.

Key Responsibilities

• Email‑Based Support: Deliver professional, empathetic, and timely responses to B2C and B2B users across both brighthush platforms.
• Billing & Subscription Management: Handle subscription changes, refunds, and billing disputes with precision and a customer‑first mindset.
• Product Knowledge Evangelist: Stay current on new features, updates, and roadmap items for both platforms, and translate that knowledge into clear, actionable guidance for users.
• Knowledge Base & Playbook Development: Author, edit, and maintain high‑quality documentation, FAQs, and troubleshooting guides that empower users to solve problems independently.
• Data‑Driven Insight Generation: Track support metrics, identify trends, and collaborate with product and engineering teams to drive continuous improvement.
• Cross‑Functional Collaboration: Partner with product, engineering, and marketing to surface user pain points, propose feature enhancements, and ensure a seamless support experience.
• Mentorship & Team Leadership: Coach junior support staff, share best practices, and foster a culture of learning and excellence.
• Global Customer Engagement: Engage with users across multiple time zones, languages, and cultural contexts, ensuring a consistent, high‑quality support experience worldwide.

Essential Qualifications

• 5+ years of experience in a technical support or customer success role, preferably in SaaS or research‑technology environments.
• Deep understanding of LaTeX, collaborative writing workflows, and AI‑driven research tools.
• Proven track record of managing complex billing and subscription scenarios with accuracy and empathy.
• Exceptional written communication skills in English; additional language proficiency is a plus.
• Strong analytical mindset: ability to interpret support metrics, identify root causes, and recommend actionable improvements.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and knowledge base platforms (e.g., Confluence, Notion).
• Self‑motivated, detail‑oriented, and able to thrive in a fast‑paced, remote‑first environment.

Preferred Qualifications

• Background in academic publishing, scientific research, or a related field.
• Experience with AI/ML product support, especially in natural language processing or recommendation engines.
• Knowledge of GDPR, data privacy regulations, and compliance best practices.
• Previous experience mentoring or leading a support team.
• Familiarity with community‑building initiatives, such as user forums, webinars, and feedback loops.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping users succeed and a knack for turning challenges into opportunities.
• Technical Fluency: Ability to troubleshoot complex software issues, understand code snippets, and explain solutions in plain language.
• Communication Excellence: Clear, concise, and empathetic written communication, with the ability to tailor tone to diverse audiences.
• Problem‑Solving: Strong analytical skills, with a systematic approach to diagnosing and resolving issues.
• Collaboration & Influence: Comfortable working cross‑functionally, influencing product decisions, and advocating for the user voice.
• Adaptability: Thrive in a rapidly evolving product landscape, quickly learning new features and processes.
• Project Management: Ability to manage multiple priorities, meet deadlines, and deliver high‑quality work under pressure.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the products you support. As a Senior Customer Support Specialist, you will have the chance to:

• Progress into a Customer Success Manager role, overseeing a portfolio of institutional accounts and driving adoption strategies.
• Transition into Product Support Engineering, where you’ll collaborate directly with engineering to resolve deep technical issues.
• Lead Support Operations, shaping processes, tools, and metrics that scale with our global user base.
• Participate in AI & Research Innovation Labs, contributing to the next wave of research‑technology breakthroughs.

We invest heavily in continuous learning: access to industry conferences, online courses, and internal knowledge sharing sessions. Your growth is our priority.

Work Environment & Company Culture

brighthush champions a culture of transparency, curiosity, and collaboration. Key highlights include:

• Remote‑First Flexibility: Work from anywhere, with a flexible schedule that respects your life outside of work.
• Inclusive Community: Regular virtual town halls, diversity & inclusion workshops, and cross‑functional hackathons.
• Innovation‑Driven Projects: Opportunities to contribute to product roadmaps, beta programs, and user research initiatives.
• Well‑Being Focus: Comprehensive health benefits, mental health resources, and a generous paid time off policy.
• Recognition & Rewards: Quarterly spot awards, peer recognition programs, and transparent career advancement criteria.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a robust benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) matching (or equivalent retirement plan).
• Unlimited vacation policy to support work‑life balance.
• Professional development stipend and conference reimbursement.
• Equity options for eligible employees.
• Well‑being initiatives such as virtual fitness classes, meditation sessions, and wellness stipends.

How to Apply

If you are passionate about empowering researchers, thrive in a fast‑paced, remote environment, and have a proven track record of delivering exceptional technical and billing support, we want to hear from you. Join brighthush and help shape the future of research technology.

Ready to take the next step? Apply now and become a key player in our mission to make research faster, clearer, and more inclusive for everyone.