Senior Multilingual Customer Support Specialist – CRM & Technical Troubleshooting Expert, Remote, Fast‑Paced SaaS Environment at brighthush
About brighthush
brighthush is a pioneering SaaS platform that is redefining revenue enablement for businesses worldwide. By combining data‑driven insights with intuitive workflow automation, we empower sales teams to close deals faster, collaborate more effectively, and deliver a superior customer experience. From Fortune 500 enterprises to ambitious mid‑market players, our clients rely on brighthush to streamline their sales processes, reduce churn, and accelerate growth. Our culture is built on curiosity, collaboration, and an unwavering focus on customer success. Every team member at brighthush is encouraged to experiment, learn, and grow—both professionally and personally—making us a truly dynamic and innovative workplace.
Why Join brighthush?
When you become part of brighthush, you’re not just filling a role—you’re shaping the future of sales enablement. We offer a dynamic, remote‑first environment that values flexibility, innovation, and work‑life balance. Our commitment to continuous learning means you’ll have access to cutting‑edge training, mentorship programs, and the opportunity to work alongside industry experts. Whether you’re a seasoned support professional or a recent graduate eager to launch your career, brighthush provides the resources, culture, and career trajectory to help you thrive.
Position Overview
We are seeking a highly motivated Customer Support Specialist to join our growing support team. In this role, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and empathetic assistance. You will work closely with cross‑functional teams—including Product, Engineering, and Sales—to resolve complex issues, gather feedback, and drive continuous improvement of our platform.
Key Responsibilities
- Customer Inquiry Resolution: Respond to inbound tickets, live chat, and email inquiries with a focus on clarity, professionalism, and speed.
- System Provisioning & Onboarding: Guide new users through account setup, configuration, and best‑practice adoption of the brighthush platform.
- Escalation Management: Identify and triage high‑priority issues, escalating to engineering or product teams as needed while maintaining clear communication with customers.
- Knowledge Base Contribution: Create, update, and maintain internal documentation and public knowledge articles to reduce repeat inquiries and empower self‑service.
- Data Accuracy & Reporting: Log all interactions accurately in our CRM (brighthush) and generate weekly reports on ticket volume, resolution time, and customer satisfaction metrics.
- Continuous Improvement: Participate in post‑incident reviews, share insights, and recommend process enhancements to improve support efficiency and quality.
- Team Collaboration: Attend daily stand‑ups, cross‑team syncs, and training sessions to stay aligned with product updates and company initiatives.
Essential Qualifications
- Fluent in English (written and spoken). Spanish language skills are a plus but not mandatory.
- At least 1 year of customer support or technical troubleshooting experience, preferably in a SaaS environment.
- Strong analytical mindset with the ability to diagnose issues, identify root causes, and propose actionable solutions.
- Proficiency with CRM tools—especially brighthush—along with a willingness to master new software quickly.
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