Senior Global SaaS Customer Support Consultant – Fluent English, Remote, Championing Exceptional Customer Experience for Leading SaaS Solutions at brighthush – Technical Troubleshooting & Customer Success Expert

About brighthush

brighthush is a pioneering global Intelligent Support‑as‑a‑Service (iSaaS) powerhouse that has been redefining customer experience for technology companies since 2010. With a footprint that spans more than 60 countries and a multilingual team of over 1,500 specialists, we empower SaaS, software, and hardware partners to deliver world‑class support without the overhead of building and scaling an in‑house team. Our mission is simple yet ambitious: enable our clients to focus on innovation while we ensure their customers receive seamless, 24/7 service in any language, any time zone, and on any device.

Why brighthush is the Destination for Customer Support Leaders

At brighthush, we believe that the heart of every great product beats in the hands of its users. That’s why we place people at the center of everything we do. Our People‑First culture means you’ll receive continuous coaching, mentorship, and a clear path to grow—both professionally and personally. Working remotely from the comfort of your own home office, you’ll collaborate with a diverse, multicultural team that values transparency, autonomy, and relentless innovation. Whether you’re a seasoned support veteran or a recent graduate with a passion for problem‑solving, brighthush offers a platform to sharpen your skills, take on challenging projects, and make a tangible impact on millions of customers worldwide.

Key Responsibilities

As a Senior Global SaaS Customer Support Consultant, you will be the frontline champion of customer satisfaction. Your day‑to‑day activities will include, but are not limited to:

• Delivering exceptional support across email, chat, and phone channels, ensuring every interaction reflects brighthush’s commitment to quality and empathy.
• Diagnosing, troubleshooting, and triaging customer‑reported issues with a methodical, data‑driven approach, driving investigations through to resolution or appropriate escalation.
• Responding to Tier 1 support requests with clear, timely solutions, prioritizing first‑contact resolution and customer delight.
• Managing open support cases, actively tracking progress, and updating status to keep stakeholders informed.
• Escalating complex or high‑priority issues to the relevant engineering or product teams, ensuring swift resolution and minimal impact on the customer.
• Proactively communicating status updates to customers and internal stakeholders, maintaining transparency and trust throughout the support lifecycle.
• Documenting troubleshooting steps, root causes, and resolutions in our knowledge base to support continuous improvement and knowledge sharing.
• Collaborating with Product, Engineering, and Customer Success teams to investigate complex issues and enhance the overall customer experience.
• Acting as a subject‑matter expert on our core product suite, staying up‑to‑date with new releases, feature updates, and best‑practice guides.
• Mentoring junior support agents, providing guidance on ticket handling, communication etiquette, and escalation protocols.
• Participating in bi‑weekly cross‑functional reviews to surface recurring pain points and propose actionable improvements.
• Contributing to the development of support playbooks, SOPs, and training materials that elevate the quality of service across the organization.

Additional Strategic Initiatives

In addition to daily support duties, you will be expected to:

• Lead pilot projects that test new support technologies, such as AI‑driven ticket routing or automated knowledge‑base suggestions.
• Analyze customer feedback loops and propose enhancements to the customer journey map.
• Represent brighthush at industry conferences, webinars, and user groups to gather insights and promote best practices.
• Act as a liaison between the support team and product roadmap meetings, ensuring that user pain points are translated into actionable feature requests.

Essential Qualifications

• Fluent English (C2 level) in both spoken and written communication, with the ability to articulate complex technical concepts in simple terms.
• Proven experience in a customer support role within a SaaS, software, or technical environment, ideally with exposure to enterprise‑grade products.
• Hands‑on experience with ticketing systems such as Zendesk, Freshdesk, or equivalent platforms, including advanced query building and reporting.
• Strong troubleshooting and analytical skills, with a methodical approach to problem resolution and a knack for identifying root causes.
• Sense of urgency and the ability to manage multiple tasks to completion without compromising quality or customer satisfaction.
• Excellent interpersonal skills—clear, professional, and empathetic communication with customers, peers, and stakeholders.
• Stakeholder management expertise, collaborating effectively across teams and customer groups to drive outcomes.
• Customer‑focused mindset, dedicated to delivering a positive support experience and turning challenges into opportunities.
• Basic computer literacy and proficiency with CRM systems, support tools, and collaboration platforms (Slack, Teams, etc.).
• Commitment to meeting performance targets and delivering high‑quality customer service in a fast‑paced environment.
• Personal laptop or computer (minimum 8 GB RAM) and a stable internet connection (≥ 50 Mbps download, ≥ 40 Mbps upload).

Preferred Qualifications

• Experience in the logistics or supply‑chain software industry, or familiarity with related solutions.
• Knowledge of additional languages beyond English, with a preference for widely spoken languages such as Spanish, French, German, or Mandarin.
• Previous exposure to remote work environments and self‑management practices, including experience with asynchronous communication and time‑zone coordination.
• Certifications in customer experience, technical support, or related fields (e.g., ITIL, CompTIA A+, Zendesk Certified Support Specialist).

Skills & Competencies

• Technical Aptitude: Comfortable navigating complex software ecosystems, troubleshooting technical issues, and leveraging diagnostic tools.
• Communication: Articulate, concise, and empathetic in both written and verbal exchanges, with the ability to tailor tone to diverse audiences.
• Problem‑Solving: Analytical mindset with a knack for identifying root causes and implementing effective, scalable solutions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a fast‑paced, remote setting.
• Collaboration: Work seamlessly with cross‑functional teams, fostering a culture of shared success and continuous improvement.
• Adaptability: Thrive in a dynamic environment, quickly learning new tools, processes, and product updates.
• Leadership: Mentor junior agents, influence process improvements, and champion customer‑centric initiatives.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition, performance, and the impact you create. We offer a structured learning path that includes:

• On‑the‑job training modules covering product knowledge, support best practices, and industry trends.
• Mentorship programs pairing you with senior support leaders who share insights, career guidance, and real‑world experience.
• Access to a digital library of courses, webinars, and certifications in customer experience, technical support, and leadership.
• Clear promotion criteria and regular performance reviews that recognize achievements and set goals for advancement.
• Opportunities to transition into specialized roles—such as Technical Support Engineer, Product Advocate, or Customer Success Manager—based on your interests and strengths.
• Annual hackathons and innovation challenges where you can propose and prototype new support tools or processes.

Work Environment & Culture

brighthush champions a culture built on trust, autonomy, and continuous improvement. Key highlights include:

• No time‑tracking—focus on outcomes rather than hours logged.
• Fully remote work model, allowing you to design your own workspace and schedule.
• Inclusive international community with regular virtual meet‑ups, cultural exchange sessions, and team‑building activities.
• Responsive leadership that values your growth and fosters long‑lasting collaboration.
• Health and wellness initiatives, including virtual fitness classes, mental health resources, and flexible time off.
• Transparent communication channels—weekly town halls, open Q&A sessions, and a dedicated internal knowledge hub.
• Annual “Innovation Day” where teams present new ideas, celebrate wins, and align on future priorities.

Compensation & Benefits

While specific terms will be outlined in your agreement, brighthush typically offers:

• Competitive salary in USD, commensurate with experience and role responsibilities.
• Performance‑based bonuses and incentives tied to customer satisfaction metrics and team goals.
• Referral rewards for bringing talented professionals into the brighthush family.
• Health, dental, and vision coverage options for eligible employees, with flexible plans to suit individual needs.
• Professional development budget for courses, certifications, and conferences.
• Flexible work hours aligned with global time zones, ensuring a healthy work‑life balance.
• Annual stipend for home‑office equipment upgrades and high‑speed internet.
• Access to a global network of peers, mentors, and industry experts through brighthush’s community platform.

How to Apply

If you are a proactive, solution‑oriented support specialist who thrives on delivering exceptional customer experiences, we want to hear from you. Please submit your résumé in English, highlighting relevant experience and achievements. Include a brief cover letter explaining why you’re excited about the opportunity to join brighthush and how your skills align with our mission.

Join the brighthush Family Today

Over 1,500 specialists already deliver outstanding support for leading SaaS solutions at brighthush. By joining us, you’ll become part of a global network that values innovation, collaboration, and customer success. Don’t miss this chance to elevate your career, work with cutting‑edge technology, and make a real difference for millions of users worldwide.

Ready to take the next step? Click the link below to apply and start your journey with brighthush.

Apply to This Job

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Internal job code: 30L

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