Senior Global Customer Support Consultant – SaaS & Tech Solutions Specialist – Remote, Multilingual, Flexible Hours – brighthush

About brighthush

Since 2010, brighthush has been at the forefront of Intelligent Support-as-a-Service, empowering technology companies worldwide with secure, scalable, and highly personalized customer care. With a presence in more than 30 countries and a customer base that spans 60 languages, brighthush partners with industry leaders to transform every customer interaction into a lasting relationship. Our mission is simple yet powerful: to elevate support from a reactive function to a strategic partnership that drives customer success, innovation, and continuous learning.

Why Join brighthush?

At brighthush, you’ll become part of a vibrant, multicultural team that thrives on curiosity, collaboration, and a shared commitment to excellence. We believe the best support emerges from a deep understanding of both the customer’s needs and the technology that powers them. That’s why we invest heavily in training, mentorship, and cutting‑edge tools, ensuring every team member can grow their expertise and advance their career.

Role Overview

As a Senior Global Customer Support Consultant, you will be the frontline advocate for our clients’ users, delivering exceptional service across email, chat, and ticketing systems. You will play a pivotal role in maintaining high satisfaction scores, driving process improvements, and collaborating with cross‑functional teams to resolve complex issues. This is a fully remote, flexible‑hour position that empowers you to work from anywhere while staying connected to a global community of support professionals.

Key Responsibilities

• Deliver Outstanding Support: Respond to customer inquiries via email and ticketing platforms with empathy, accuracy, and speed, ensuring every interaction reflects brighthush’s commitment to quality.
• Maintain Structured Workflows: Organize tickets, document solutions, and follow SOPs to ensure consistency and traceability across all support channels.
• Build Customer Relationships: Develop trust and rapport with users, turning first‑time contacts into long‑term advocates and ambassadors for our clients’ products.
• Stay Current with Tools & Technology: Continuously learn new features of our support stack (brighthush, brighthush, brighthush) and emerging industry trends to provide the most effective solutions.
• Handle Sensitive Data: Adhere to strict data privacy and security protocols when managing personal or confidential information, safeguarding both customer trust and regulatory compliance.
• Apply Customer Happiness Practices: Use proven techniques such as proactive outreach, sentiment analysis, and upsell opportunities to elevate the customer experience and drive loyalty.
• Deep Product Knowledge: Master the technical details of our clients’ solutions to provide accurate, actionable guidance that resolves issues quickly and effectively.
• Collaborate Cross‑Functionally: Work closely with developers, product managers, and quality assurance teams to resolve bugs, improve product usability, and share customer insights that shape future releases.
• Meet & Exceed KPIs: Track metrics such as response time, resolution rate, CSAT, and NPS, and implement strategies to improve them, ensuring continuous improvement of the support experience.
• Continuous Improvement: Identify process gaps, propose enhancements, and participate in retrospectives to refine support workflows, driving operational excellence.

Essential Qualifications

• Minimum 1 year of professional customer support experience, preferably in SaaS or tech environments.
• Fluent written English (C1 level or higher); additional languages are a plus and highly valued in our global environment.
• Strong analytical and troubleshooting mindset—able to diagnose issues and recommend solutions quickly and accurately.
• Proficiency with CRM and ticketing systems (brighthush, brighthush, or similar).
• Excellent written communication skills, with the ability to craft clear, concise, and friendly responses that resonate with diverse audiences.
• Self‑motivated, organized, and process‑driven, with a proven track record of managing multiple priorities and delivering results under tight deadlines.
• Reliable home office setup: personal computer with at least 8 GB RAM, stable internet connection (minimum 50 Mbps download / 40 Mbps upload).
• Proactive attitude and a genuine passion for helping others, coupled with a strong customer‑centric mindset.

Preferred Qualifications

• Experience in the gaming industry or with gaming‑related support, providing a unique perspective on high‑volume, real‑time customer interactions.
• Hands‑on experience with brighthush’s advanced features (macros, triggers, SLAs) to streamline workflows and improve efficiency.
• Knowledge of basic programming concepts or API usage, enabling you to troubleshoot technical issues and collaborate effectively with engineering teams.
• Previous remote work experience in a distributed team, demonstrating self‑discipline, communication skills, and the ability to thrive in a virtual environment.

Skills & Competencies

• Customer‑Centric Mindset: Always put the user first and seek to exceed expectations, turning challenges into opportunities for delight.
• Problem‑Solving: Break down complex issues into actionable steps, using logic and creativity to find the best solutions.
• Communication: Articulate ideas clearly in writing and adapt tone to diverse audiences, ensuring clarity and empathy in every interaction.
• Collaboration: Work effectively with cross‑functional teams across time zones, fostering a culture of shared ownership and continuous improvement.
• Adaptability: Thrive in a fast‑moving environment with evolving tools and processes, embracing change as an opportunity for growth.
• Time Management: Prioritize tasks and meet deadlines without compromising quality, balancing multiple priorities with precision.
• Data‑Driven: Use metrics to assess performance, identify improvement opportunities, and drive evidence‑based decision making.

Career Growth & Learning

At brighthush, we view every support consultant as a future leader. You’ll have access to:

• Structured learning paths covering product knowledge, advanced support techniques, and soft‑skill development, ensuring you stay at the forefront of the industry.
• Mentorship from senior consultants and product experts, providing guidance, feedback, and career coaching.
• Opportunities to transition into specialist roles such as Technical Support Engineer, Product Advocate, or Customer Success Manager, depending on your interests and strengths.
• Participation in innovation projects that shape the next generation of support solutions, giving you a chance to influence product strategy and customer experience.
• Annual skill‑based bonuses and performance‑linked promotions, rewarding your contributions and dedication.

Work Environment & Culture

brighthush champions a People‑First philosophy. Our culture is built on trust, transparency, and a shared commitment to excellence. Highlights include:

• No time‑tracking—focus on results, not hours, allowing you to manage your own schedule and maintain work‑life balance.
• Fully remote work with flexible hours to accommodate global time zones, ensuring you can work when you’re most productive.
• Inclusive, multicultural team that celebrates diversity and encourages open dialogue, fostering a sense of belonging and collaboration.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions, keeping the community vibrant and engaged.
• Access to a digital wellness program, including mental health resources and virtual fitness classes, supporting your overall well‑being.
• Transparent career ladders and quarterly performance reviews, giving you clear visibility into your growth path and opportunities for advancement.

Compensation & Benefits

While specific terms will be outlined in your agreement, typical benefits for full‑time consultants include:

• Competitive salary in USD, benchmarked against industry standards to attract top talent.
• Performance‑based bonuses tied to customer satisfaction and KPI achievement, rewarding your impact on the business.
• Referral rewards for bringing talented peers into the brighthush family, fostering a collaborative and growth‑oriented community.
• Health and wellness stipend to support your home office setup and personal well‑being, ensuring you have the tools to thrive.
• Professional development budget for courses, certifications, and conferences, empowering you to stay ahead of industry trends.
• Generous paid time off, including vacation, sick leave, and personal days, supporting a healthy work‑life balance.
• Access to a global network of support professionals for peer learning and mentorship, expanding your professional horizons.

How to Apply

If you’re a proactive, customer‑focused specialist who thrives on solving problems and delivering exceptional service, we want to hear from you. Please submit your résumé in English, along with a brief cover letter highlighting your relevant experience and why you’re excited about joining brighthush.

Ready to take the next step? Apply to this role now and become part of a team that’s redefining support worldwide.

Closing

At brighthush, we’re not just building support solutions—we’re building careers, communities, and a future where every customer interaction is a chance to make a difference. Join us and unlock your potential in a role that blends technical expertise, empathy, and continuous growth. We look forward to welcoming you aboard.