Senior Global Customer Support Consultant – Billing & Technical Troubleshooting Specialist (Multilingual, Remote) – Leading Worldwide Customer Success, Innovation, and Continuous Improvement at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

In an era where digital interactions shape brand perception, every support conversation is a chance to turn a customer into a lifelong advocate. At brighthush, we’re more than a support platform; we’re a movement that transforms routine queries into memorable moments of delight, trust, and partnership. Whether you’re a fast‑growing startup or a seasoned enterprise, brighthush equips you with the tools, insights, and talent you need to deliver seamless, intuitive, and highly responsive support that turns every conversation into a lasting relationship.

Our reputation is built on measurable impact: faster resolution times, higher customer satisfaction scores, and a support experience that feels personal even at scale. We celebrate a diverse, inclusive culture that values curiosity, collaboration, and continuous learning. If you thrive on solving problems, enjoy working in a fast‑paced, multilingual environment, and want to be part of a team that’s shaping the future of customer support, brighthush is the place for you.

Why This Role Is a Game‑Changer

The Senior Global Customer Support Consultant is more than a ticket‑taker; you become the trusted voice of brighthush, guiding customers through billing nuances, platform intricacies, and technical challenges—all while embodying our commitment to excellence. You’ll serve as the bridge between our clients and the engineering, product, and billing teams, ensuring every question is answered with clarity, empathy, and speed. This position offers the chance to influence product direction, shape support processes, and drive customer success at a global scale.

Key Responsibilities

• Customer Interaction & Issue Resolution: Manage inbound support requests via email, chat, and phone, delivering clear, concise, and accurate solutions for billing inquiries, usage questions, and technical issues.
• Escalation Management: Identify complex problems that require deeper investigation, coordinate with cross‑functional teams, and track progress until resolution.
• Knowledge Base & Documentation: Contribute to and maintain the internal knowledge base, ensuring FAQs, troubleshooting guides, and policy documents are up‑to‑date and easily accessible.
• Multilingual Support: Provide assistance in multiple languages (English, Spanish, French, German, Mandarin, etc.) to meet the needs of our global customer base.
• Data Analysis & Reporting: Monitor support metrics (first‑contact resolution, average handle time, CSAT scores), identify trends, and recommend process improvements.
• Continuous Learning: Stay current with product updates, industry trends, and emerging support technologies to deliver cutting‑edge solutions.
• Team Collaboration: Participate in daily stand‑ups, knowledge‑sharing sessions, and cross‑departmental projects to align on customer success goals.
• Process Innovation: Lead initiatives to streamline workflows, automate repetitive tasks, and implement best practices that elevate the support experience.
• Customer Advocacy: Champion the voice of the customer within brighthush, translating feedback into actionable insights for product and engineering teams.

Essential Qualifications

• Minimum of 3 years of experience in a customer support or technical support role, preferably in SaaS or cloud‑based platforms.
• Proven track record of handling billing and subscription inquiries with a high degree of accuracy.
• Strong technical aptitude: comfortable troubleshooting software issues, interpreting error logs, and guiding users through configuration steps.
• Excellent written and verbal communication skills in English; additional language fluency is a significant advantage.
• Experience using help desk software (e.g., brighthush) and CRM systems.
• Ability to work independently from a home office while maintaining a high level of productivity and collaboration.
• Customer‑centric mindset with a passion for delivering exceptional service.

Preferred Qualifications

• Background in billing systems, invoicing, or finance‑related support.
• Experience in a global, multicultural environment with exposure to diverse time zones.
• Knowledge of API integration and basic scripting (Python, JavaScript) to troubleshoot advanced technical issues.
• Certifications in customer support, ITIL, or related fields.
• Previous experience in a remote‑first organization, demonstrating self‑management and proactive communication.

Core Skills & Competencies

• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Empathy & Emotional Intelligence: Understanding customer frustrations and responding with patience and respect.
• Time Management: Prioritizing tickets, meeting SLAs, and balancing multiple tasks simultaneously.
• Adaptability: Thriving in a fast‑moving environment with evolving product features and support processes.
• Collaboration: Working seamlessly with engineering, product, and billing teams to close loops.
• Analytical Thinking: Interpreting support metrics to drive continuous improvement.
• Communication: Articulating complex technical concepts in simple, customer‑friendly language.
• Leadership Potential: Mentoring junior agents and leading process improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Global Customer Support Consultant, you’ll have the chance to:

• Progress to a Senior Support Specialist or Team Lead role, overseeing a squad of support agents.
• Transition into Product Support Engineering, leveraging your deep product knowledge to influence feature development.
• Move into Customer Success Management, focusing on long‑term client relationships and renewal strategies.
• Participate in leadership development programs, mentorship circles, and cross‑functional projects.
• Access a robust learning library, including courses on cloud technologies, customer experience design, and data analytics.
• Attend industry conferences and workshops, both virtually and in person, to stay ahead of emerging trends.
• Earn certifications in areas such as ITIL, Customer Experience Management, or Cloud Platforms.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global community. We provide:

• Flexible work hours that accommodate multiple time zones.
• High‑speed internet stipend and ergonomic home office setup allowance.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A culture of transparency, where your voice is heard and your ideas can shape the future of support at brighthush.
• Access to a global network of peers, mentors, and industry experts.
• Monthly “Innovation Fridays” where teams pitch new ideas to improve customer experience.
• Annual company retreats (virtual or in‑person) to celebrate milestones and reinforce shared values.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for remote support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans.
• 401(k) matching program for long‑term financial security.
• Unlimited paid time off and flexible vacation policy.
• Annual professional development stipend for courses, certifications, or conferences.
• Employee stock purchase plan, allowing you to invest in brighthush’s growth.
• Wellness stipend covering gym memberships, meditation apps, or ergonomic equipment.
• Monthly “Tech & Wellness” stipend to upgrade your home office or personal tech.

How to Apply

If you’re ready to join a forward‑thinking organization that values your expertise and offers limitless growth, we’d love to hear from you. Submit your resume and a brief cover letter highlighting your experience with billing support, technical troubleshooting, and multilingual customer service.

Ready to take the next step? and become a pivotal part of brighthush’s global support team.