Senior Enterprise Customer Care Specialist – Technical Support & Client Success at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers restaurants, hospitality brands, and local businesses to thrive in an increasingly digital marketplace. By blending cutting‑edge point‑of‑sale hardware, cloud‑based software, and data‑driven insights, we help our clients streamline operations, boost revenue, and delight customers. Our mission is simple: to give every restaurant the tools they need to succeed, no matter how big or small.

With a global footprint that spans corporate restaurant chains, national franchises, and international locations, brighthush is at the forefront of the hospitality tech revolution. Our culture is built on curiosity, collaboration, and a relentless focus on customer outcomes. We believe that the best solutions come from listening to real‑world challenges and turning them into tangible, scalable products.

Role Overview

As a Senior Enterprise Customer Care Specialist at brighthush, you will be the linchpin between our most complex enterprise clients and our product teams. You will diagnose and resolve high‑impact technical issues that span hardware, software, and third‑party integrations. Your work will directly influence the success of corporate restaurant brands, national franchises, and international operations—ensuring they stay productive, profitable, and happy.

We’re looking for a proactive, detail‑oriented professional who thrives in a fast‑paced, ambiguous environment. You’ll juggle multiple channels—phone, chat, and email—while maintaining a clear, organized case backlog. Your communication style will adapt seamlessly from front‑of‑house staff to executive stakeholders, translating complex technical concepts into actionable guidance.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware failures, transaction processing errors, API integration glitches, and menu configuration issues across our full product suite.
• Third‑Party Integration Support: Work at the intersection of brighthush systems and external platforms such as ordering APIs, accounting software, and loyalty programs. Escalate cases that fall outside documented SOPs.
• Case Management: Handle a steady flow of inbound support tickets via phone, chat, and email. Keep your active backlog current, flag aging cases, and collaborate with your lead on prioritization.
• Stakeholder Communication: Translate technical findings into clear, concise updates for a diverse audience—front‑of‑house staff, IT teams, and corporate executives.
• Escalation & Collaboration: De‑escalate difficult situations, involve senior teammates or managers for high‑stakes, financially impacted, or executive‑level cases.
• Cross‑Functional Ownership: Own customer issues through resolution, partnering with Customer Success, Engineering, Onboarding, and Product teams as needed.
• Knowledge Sharing: Document solutions in our internal knowledge base, share insights on Slack, and serve as a resource for newer teammates.

Essential Qualifications

• 2–4 years of experience in a technical support role focused on customer satisfaction and experience.
• Demonstrated ability to quickly master a complex product ecosystem and apply that knowledge across varied technical challenges.
• Strong analytical skills with a knack for spotting less‑obvious solutions and knowing when escalation is warranted.
• Solid foundation in how software, hardware, and networks interact, coupled with a proven track record of learning new technical skills on the job.
• Excellent communication and organizational skills, with the flexibility to shift between front‑line staff and business stakeholders.
• Experience managing multichannel support (phone, chat, email).
• Self‑directed and thrives with general instruction on new or unfamiliar assignments, requiring minimal day‑to‑day direction.

Preferred Qualifications (Nice to Have)

• Background in B2B technical support within the hospitality or POS industry.
• In‑depth product knowledge of POS hardware—understanding device functions and how they operate in a restaurant environment.
• Willingness to work flexible schedules, including weekends, holidays, and nights.

Skills & Competencies

• Technical Proficiency: Comfortable with troubleshooting hardware, software, APIs, and network issues.
• Customer‑Centric Mindset: Passionate about delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Strong analytical thinking, with the ability to decompose complex problems and devise effective solutions.
• Communication: Clear, concise, and adaptable communication across all levels of an organization.
• Collaboration: Ability to work cross‑functionally with engineering, product, and success teams.
• Time Management: Prioritize and manage multiple cases simultaneously while maintaining high quality.
• Adaptability: Thrive in a fast‑paced, ambiguous environment and remain calm under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our growth. As a Senior Enterprise Customer Care Specialist, you will:

• Gain deep expertise in our end‑to‑end product suite, positioning you for future roles in technical account management, product support leadership, or engineering.
• Participate in continuous learning programs, including certifications in POS technology, API integration, and customer success best practices.
• Engage with our internal mentorship program, pairing you with senior leaders who can guide your career trajectory.
• Contribute to product roadmap discussions, providing frontline insights that shape the next generation of brighthush solutions.

Work Environment & Company Culture

brighthush is a hybrid organization that values both collaboration and flexibility. While we encourage in‑office collaboration to foster a strong culture of connection, we also support remote work for the right fit. Our culture is built on authenticity, respect, and humility—every team member has a real opportunity to grow, contribute, and make an impact.

We celebrate diversity and inclusion, and we’re committed to creating an accessible hiring process. If you need accommodations during the application or interview process, let us know and we’ll work with you to ensure a smooth experience.

Compensation & Benefits

We offer a competitive hourly rate that aligns with local labor markets. While the exact rate varies by geographic location, you can expect a fair, transparent compensation structure that rewards your expertise and dedication.

In addition to base pay, brighthush provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance (for eligible employees).
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Flexible work arrangements and remote work options.
• Employee discount programs on brighthush products and partner services.

How to Apply

If you’re ready to join a forward‑thinking team that’s reshaping the hospitality industry, we’d love to hear from you. Submit your application through our careers portal, and be prepared to showcase your technical acumen, customer‑service mindset, and passion for problem‑solving.

We’re committed to creating an inclusive hiring process. If you require accommodations to access the job application or interview process, please contact [email protected].

Closing

At brighthush, every support interaction is an opportunity to make a lasting impact on our clients’ success. If you’re a self‑motivated, technically savvy professional who thrives in a dynamic, customer‑centric environment, we invite you to apply and help us elevate the hospitality experience worldwide.

Join us and be part of a team that’s not just building technology— we’re building a brighter future for restaurants everywhere.