Senior Customer Support & Vetting Specialist – B2B Engagement & Membership Growth Champion, Customer Success Leader at brighthush

About brighthush

brighthush is the world’s most expansive digital marketplace for architects, interior designers, and builders, connecting them with thousands of material manufacturers through an AI‑powered platform. We’re not just a technology company; we’re a catalyst for creativity in the built environment, offering instant sample delivery, real‑time product data, and a community where design professionals can collaborate, learn, and innovate. Our proprietary robotic distribution center guarantees free overnight samples to any U.S. address by 10:30 AM the next morning, eliminating the friction that traditionally slows design projects.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a high‑velocity, technology‑first ecosystem that thrives on curiosity, collaboration, and a relentless focus on delighting every member. Our culture is built on inclusivity, continuous learning, and a shared belief that every interaction can spark innovation. We celebrate wins with regular corporate events, hackathons, and design challenges, while encouraging creative problem‑solving in a flexible, hybrid environment that blends remote and in‑office collaboration. If you thrive in a fast‑paced, tech‑driven setting and want to make a tangible impact on a global community of designers, brighthush is the place for you.

Role Overview

As a Senior Customer Support & Vetting Specialist, you will be the frontline champion for our B2B customers and the gatekeeper for new member acquisition. Your dual focus will ensure that every interaction delivers exceptional value, while maintaining a high‑quality membership base that aligns with our stringent vetting criteria. This role is fully remote, allowing you to work from anywhere while collaborating with a distributed team across multiple time zones.

Key Responsibilities – Customer Support

• Deliver world‑class support across chat, email, and text channels, responding to inquiries within the company’s SLA and exceeding customer expectations.
• Diagnose and resolve platform or product issues by researching, testing scenarios, and applying creative troubleshooting techniques.
• Identify customer needs and guide them through specific features, ensuring they derive maximum value from the brighthush platform.
• Proactively set follow‑ups and track cases to guarantee complete resolution and a seamless customer journey.
• Analyze product malfunctions, document findings, and collaborate with product teams to drive continuous improvement.
• Build sustainable, trust‑based relationships with customers through open, transparent communication.
• Adhere to all communication procedures, guidelines, and policies, maintaining a consistent brand voice.

Key Responsibilities – Vetting & Membership Management

• Qualify inbound membership applications, ensuring each candidate meets brighthush’s membership criteria.
• Analyze application data to identify trends, patterns, and priorities that inform membership strategy.
• Communicate with applicants in a professional, patient, and friendly manner, guiding them through the onboarding process.
• Manage account setup, upgrades, and waitlist status, ensuring a smooth transition from prospect to active member.
• Maintain meticulous documentation of all membership interactions and decisions.
• Assess risks and issues, escalating to management when necessary to protect the integrity of the membership base.
• Identify and implement process improvements that enhance efficiency and member satisfaction.

Essential Qualifications

• 1–2 years of experience in a technology‑first customer support or membership management role.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly.
• Strong analytical mindset: proficiency in Excel and data manipulation to uncover actionable insights.
• Demonstrated propensity for process improvement and a track record of implementing effective solutions.
• Ability to manage multiple projects simultaneously, pivoting quickly to meet tight deadlines.
• Self‑motivated and collaborative, thriving both independently and as part of a distributed team.

Preferred Qualifications

• Experience in the Architecture & Design (A&D) industry or with design‑centric platforms.
• Background in membership qualification, gated website management, or community engagement.
• Bachelor’s degree in Business, Communications, or a related field.
• Familiarity with CRM systems, ticketing tools, and customer success platforms.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong problem‑solving skills and a proactive approach to identifying and resolving issues.
• Attention to detail and a commitment to maintaining high data integrity.
• Excellent time‑management and organizational abilities.
• Adaptability to a fast‑paced, evolving environment.
• Team player who values collaboration and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders across product, engineering, and customer success.
• Regular training sessions on new platform features, industry trends, and customer success best practices.
• Opportunities to lead cross‑functional projects, such as process automation or membership strategy initiatives.
• Clear career pathways into roles like Customer Success Manager, Product Analyst, or Membership Operations Lead.
• Support for certifications in customer support, data analysis, or project management.

Work Environment & Culture

brighthush embraces a hybrid model that empowers teams to choose the best approach—remote, in‑office, or a blend of both. Our culture is defined by:

• Inclusive and diverse teams that celebrate different perspectives.
• Transparent communication through regular town halls, Slack channels, and virtual coffee breaks.
• A focus on work‑life balance with flexible schedules and generous paid time off.
• Community engagement initiatives that allow employees to give back while earning paid volunteer time.
• Regular social events, hackathons, and design challenges that foster creativity and camaraderie.

Compensation & Benefits

While specific salary ranges may vary based on experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for technology‑first support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and membership growth.
• Health, dental, and vision insurance with employer contributions.
• Short‑term and long‑term disability coverage.
• 401(k) retirement plan with company match, eligible after 90 days.
• Paid national holidays, sick days, and flexible PTO.
• Employee assistance program and mental health resources.
• Professional development budget and tuition reimbursement.
• Paid volunteer days for community service.

How to Apply

Ready to join a team that’s reshaping the design industry? Submit your resume and a brief cover letter highlighting your customer support experience and passion for membership management. Tell us why you’re excited about the opportunity to make a difference at brighthush.

Closing Statement

At brighthush, we believe that every interaction has the power to inspire creativity and drive innovation. As our Senior Customer Support & Vetting Specialist, you’ll be at the heart of that mission—ensuring our members feel valued, supported, and empowered to bring their visions to life. If you’re eager to grow, collaborate, and leave a lasting impact on a global community of designers, we can’t wait to hear from you.