Senior Night‑Shift Customer Support Specialist – Remote, 24/7 Client Support, Competitive Pay & Bonuses

About brighthush and the Opportunity

brighthush is a leading technology services provider that empowers businesses worldwide with innovative cloud, cybersecurity, and digital transformation solutions. With a global footprint and a culture rooted in collaboration, agility, and continuous learning, brighthush is on a mission to deliver exceptional value to its clients while fostering an inclusive and dynamic workplace for its people.

We are currently expanding our Customer Support team and inviting a seasoned Senior Night‑Shift Customer Support Specialist to join us in a fully remote capacity. This role is pivotal in ensuring that our 24/7 client base receives timely, accurate, and empathetic assistance across multiple channels—phone, live chat, and ticketing systems. If you thrive in a fast‑paced environment, enjoy solving complex problems, and are passionate about delivering world‑class service, brighthush offers you the platform to grow, innovate, and make a real impact.

Key Responsibilities

• Client Interaction & Issue Resolution: Handle inbound inquiries from a diverse, global clientele, diagnosing and resolving technical and service‑related issues with a focus on first‑contact resolution.
• Multi‑Channel Support: Provide seamless support via phone, live chat, and ticketing systems, ensuring consistent communication standards across all touchpoints.
• Escalation Management: Identify and triage escalated cases, collaborating with cross‑functional teams (Engineering, Product, Billing) to achieve swift resolution.
• Knowledge Base Contribution: Author and maintain detailed, user‑friendly documentation and FAQs to empower both customers and internal teams.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), and resolution rate.
• Continuous Improvement: Participate in post‑incident reviews, root‑cause analyses, and process‑improvement initiatives to enhance service quality.
• Shift Leadership: Mentor junior agents, share best practices, and contribute to a culture of knowledge sharing and professional growth.

Essential Qualifications

• Minimum of 5 years of experience in a customer support or technical support role, preferably in a SaaS or technology services environment.
• Proven track record of handling complex, high‑volume support tickets with a strong focus on customer satisfaction.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong analytical and problem‑solving abilities, with the capacity to troubleshoot technical issues across multiple platforms.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM tools.
• Comfortable working in a remote, asynchronous environment with a reliable high‑speed internet connection.
• Ability to work night‑shift hours (typically 10 pm–6 am local time) and adapt to rotating shift schedules.

Preferred Qualifications

• Background in cloud computing, cybersecurity, or related technology domains.
• Experience with scripting or basic programming (e.g., PowerShell, Bash) to assist in troubleshooting.
• Prior leadership or mentorship experience within a support or technical team.
• Certification in ITIL, CompTIA A+, or similar industry credentials.
• Knowledge of compliance standards such as GDPR, HIPAA, or SOC 2.

Skills & Competencies

• Customer‑Centric Mindset: Demonstrated empathy and a genuine desire to help customers succeed.
• Technical Aptitude: Ability to quickly learn new tools, platforms, and processes.
• Communication Excellence: Clear, concise, and professional communication across all media.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality.
• Collaboration: Works seamlessly with cross‑functional teams to resolve issues.
• Adaptability: Thrives in a dynamic environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Night‑Shift Customer Support Specialist, you will have access to:

• Structured career paths that can lead to roles such as Support Manager, Technical Account Manager, or Product Specialist.
• Regular training sessions on emerging technologies, customer success strategies, and soft‑skill development.
• Mentorship programs pairing you with senior leaders across the organization.
• Opportunities to contribute to product roadmaps through customer feedback loops.
• Access to an internal learning portal featuring courses, certifications, and knowledge‑sharing workshops.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Even though this role is fully remote, you will be part of a vibrant community that values:

• Regular virtual town‑halls and team‑building events.
• Open communication channels across all levels.
• Recognition programs that celebrate individual and team achievements.
• Flexibility to manage personal commitments while meeting business objectives.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation, Perks, and Benefits

We offer a competitive salary range of $61,000–$74,000 annually, complemented by:

• Individual and company bonuses up to 10% each, rewarding performance and team success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible vacation policies.
• Home‑office stipend to support a productive remote workspace.
• Access to wellness programs, mental‑health resources, and employee assistance programs.
• Professional development budget for conferences, certifications, and courses.

Why Join brighthush?

When you choose brighthush, you’re not just taking a job—you’re stepping into a community that values innovation, collaboration, and personal growth. You’ll work alongside some of the brightest minds in technology, tackle real‑world challenges, and see the direct impact of your work on our clients’ success. Our remote model gives you the freedom to design a work environment that suits you, while our robust support system ensures you never feel isolated.

How to Apply

Ready to elevate your career and make a difference? Click the link below to submit your application and join the brighthush family.

We look forward to discovering how your expertise and passion can help us continue to deliver unparalleled service to our global clientele.