Senior Faculty Support Specialist – Customer Success & EdTech Innovation Champion – Empowering Global Educators with Data‑Driven Course Design at brighthush
About brighthush and the Opportunity
brighthush is not just an education technology company; it is a global movement that redefines how knowledge is delivered, experienced, and measured. With a portfolio that spans interactive courseware, adaptive assessment tools, and sophisticated learning analytics, brighthush empowers educators to create engaging, data‑driven learning environments that resonate with students across continents. As we expand our reach into new markets and deepen our product suite, we are seeking a dynamic Senior Faculty Support Specialist to join our Customer Success team. In this role, you will become the trusted advisor for instructors who rely on our platform to inspire and transform their classrooms.
Why brighthush?
At brighthush, we believe that the future of learning is built on collaboration, innovation, and an unwavering focus on educator success. Our culture is rooted in continuous improvement, data‑driven decision making, and a passion for empowering educators to craft transformative learning experiences. By joining our team, you’ll be part of a mission‑driven organization that values diversity of thought, professional growth, and work‑life balance. We celebrate curiosity, experimentation, and reward bold ideas that push the boundaries of what technology can do for teaching and learning.
What You’ll Do
As the frontline champion for faculty members using brighthush’s suite of educational tools, you will blend technical expertise with exceptional communication to ensure every educator feels confident, supported, and empowered to create high‑impact learning experiences. Your day will involve a mix of proactive outreach, hands‑on troubleshooting, collaborative coaching, and data‑driven insights—all while maintaining a high level of professionalism and empathy.
Key Responsibilities
- Faculty Onboarding & Adoption Support: Guide new instructors through the setup of their courses, ensuring they understand platform features, best practices, and compliance requirements. Create personalized onboarding plans, track progress, and celebrate milestones to guarantee a smooth transition.
- Escalation Management: Resolve complex technical or pedagogical issues that frontline associates cannot solve, providing expert guidance and timely resolution. Act as the point of escalation for high‑priority tickets and collaborate with engineering to expedite fixes.
- Proactive Engagement: Monitor adoption metrics, identify at‑risk faculty, and initiate personalized outreach to prevent churn and maximize platform value. Use data dashboards to spot trends and intervene before issues become critical.
- Course Build & Customization: Assist faculty in building and refining course structures, integrating multimedia assets, and configuring assessment tools. Offer hands‑on guidance during live sessions and provide detailed documentation for future reference.
- Instructor Onboarding Sessions: Lead virtual or in‑person workshops, webinars, and one‑on‑one coaching sessions to build faculty confidence and skill. Design curriculum for these sessions that aligns with the latest instructional design principles.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing teams to relay user feedback, influence roadmap decisions, and ensure a seamless user experience. Participate in sprint reviews and beta testing cycles.
- Continuous Improvement: Contribute to knowledge base articles, FAQs, and training materials that help reduce support volume and empower faculty. Review and update content regularly to reflect platform updates.
- Data‑Driven Insights: Analyze support tickets, usage data, and survey results to identify trends, recommend enhancements, and report on key metrics. Present findings to leadership and recommend actionable improvements.
- Faculty Community Building: Foster a vibrant community of educators by moderating discussion forums, organizing peer‑learning groups, and highlighting success stories that inspire others.
- Localization & Accessibility Support: Ensure course content meets accessibility standards and is culturally relevant for diverse global audiences, collaborating with localization teams as needed.
Essential Qualifications
- Bachelor’s degree in Education, Instructional Design, Computer Science, or a related field.
- Minimum of 2 years of experience in faculty or instructor support, preferably within an ed‑tech environment.
- Strong written and verbal communication skills—capable of translating complex technical concepts into clear, actionable guidance for educators of all experience levels.
- Demonstrated curiosity, creative problem‑solving, and analytical thinking.
- Excellent organizational and time‑management skills, with the ability to juggle multiple priorities and meet deadlines.
- Proficiency with educational technology platforms and a passion for staying current with emerging tools and trends.
- High motivation, energy, and a collaborative mindset that thrives in a fast‑paced, cross‑functional environment.
- Strong leadership qualities—responsible, accountable, and capable of coaching peers and associates.
- Flexibility to adjust schedules during peak periods, including occasional weekend coverage and travel as needed.
- Reliable attendance and punctuality—critical to maintaining service excellence.
Preferred Qualifications
- Experience with higher‑education product suites similar to brighthush’s offerings.
- Prior exposure to instructional design or curriculum development.
- Knowledge of learning analytics and data‑driven instructional strategies.
- Experience in a leadership or mentorship role within a support or customer success team.
- Multilingual communication skills—especially in languages spoken by our global faculty base.
- Certification in instructional design (e.g., ADDIE, SAM) or related fields.
- Experience with agile development processes and sprint participation.
Skills & Competencies
- Technical proficiency: comfortable navigating LMS, content authoring tools, and data dashboards.
- Customer‑centric mindset: always put the educator’s needs first and advocate for their success.
- Problem‑solving: quickly diagnose issues, think critically, and propose effective solutions.
- Communication: articulate complex ideas clearly, both in writing and verbally, across all levels.
- Collaboration: work seamlessly with product, engineering, sales, and marketing teams.
- Adaptability: thrive in a dynamic environment where priorities shift and new challenges arise.
- Empathy: understand the educator’s perspective and provide compassionate support.
- Data literacy: interpret usage metrics, survey data, and support trends to inform decisions.
- Project management: coordinate multiple onboarding projects and deliverables simultaneously.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Faculty Support Specialist, you’ll have access to a wealth of learning resources and career pathways that help you evolve into a leader in the ed‑tech ecosystem.
- Structured onboarding and continuous training programs covering product updates, instructional design principles, and advanced support techniques.
- Mentorship from senior support leaders and product experts who provide guidance, feedback, and career coaching.
- Opportunities to contribute to product development through user‑feedback loops, beta testing, and feature ideation sessions.
- Clear career pathways into senior support roles, product management, instructional design leadership, or specialized educator advocacy positions.
- Regular knowledge‑sharing sessions, internal workshops, and attendance at industry conferences and webinars.
- Access to a global network of educators and ed‑tech professionals, fostering cross‑border collaboration and idea exchange.
- Annual learning stipend to pursue certifications, courses, or conferences that align with your career goals.
Work Environment & Culture at brighthush
We foster a culture of innovation, inclusivity, and continuous improvement. Our team values:
- Open communication: transparent decision‑making and frequent feedback loops.
- Collaboration: cross‑functional teams that break down silos and work toward shared goals.
- Work‑life balance: flexible schedules, remote work options, and a supportive environment that respects personal commitments.
- Recognition: celebrating achievements, both big and small, through awards, shout‑outs, and career milestones.
- Community impact: a mission‑driven focus that empowers educators to transform learning worldwide.
- Innovation labs: dedicated time for experimentation, prototyping, and exploring emerging technologies.
- Diversity & inclusion: proactive initiatives to ensure every voice is heard and valued.
Compensation, Perks, and Benefits
While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and expertise. In addition, you will enjoy:
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development budget for courses, certifications, and conferences.
- Employee wellness programs, including mental health resources and fitness stipends.
- Flexible work arrangements and remote‑friendly policies.
- Team‑building events, hackathons, and community service opportunities.
- Equity participation in select roles to share in the company’s long‑term success.
How to Apply
Ready to make a tangible impact on educators around the globe? Submit your resume and a brief cover letter outlining why you’re the ideal candidate for the Senior Faculty Support Specialist role at brighthush. We look forward to learning how your passion for education and technology can help us elevate the learning experience for thousands of instructors.