Senior Premium Customer Support Specialist – Remote, 6‑Month Contract – AI‑Driven Language Learning Experience

About brighthush

brighthush is a trailblazing AI‑powered language learning platform that is redefining how millions of students around the globe engage with language education. By marrying cutting‑edge generative AI avatars with human‑centric tutoring, we deliver a fully automated, yet deeply personalized learning journey that scales effortlessly to billions of learners. Our mission is simple yet ambitious: to bridge the gap between digital learning apps and the human touch that fuels true mastery. With a lean, high‑velocity team of 50 innovators, we are on the cusp of a global expansion that will transform the future of education.

Role Overview

As a Senior Premium Customer Support Specialist, you will be the frontline guardian of our premium subscriber experience. Your day‑to‑day responsibilities will span ticket resolution, billing reconciliation, subscription management, and proactive retention. You will collaborate closely with our AI support agent, Mira, and own the cases that require human empathy and expertise. In this role, you will not only solve problems but also shape the future of our support ecosystem by identifying recurring issues, suggesting product improvements, and refining our knowledge base.

Key Responsibilities

• Respond to and resolve tickets across Intercom, email, chat, and internal notes with speed and clarity.
• Handle subscription, billing, and refund requests using Stripe, Google Play Console, and RevenueCat, ensuring accuracy and compliance with policy.
• Engage users who wish to cancel, diagnose root causes, and offer tailored retention options that align with their needs.
• Process refunds and cancellations in a timely manner, maintaining meticulous records and adhering to SLA standards.
• Track and report on customer satisfaction (CSAT) and first‑response time metrics, driving continuous improvement.
• Identify recurring bugs or feature gaps, document them with clear examples, and collaborate with Product to prioritize fixes.
• Contribute to the creation and refinement of macros, help‑center articles, and AI agent responses, ensuring consistency and quality.

Essential Qualifications

• Minimum of 2 years of experience in customer support for subscription‑based SaaS or edtech products.
• Fluent English communication skills—written and spoken—characterized by warmth, clarity, and conciseness.
• Hands‑on experience with Intercom or equivalent help desk platforms such as Zendesk, Freshdesk, or Help Scout.
• A genuine drive to fully resolve problems, not merely close tickets.
• Comfort with metrics: you understand CSAT, response times, and you actively work to improve them.
• Calm, empathetic handling of frustrated users and billing disputes, turning negative experiences into positive outcomes.
• A reliable home setup with stable internet and a quiet workspace that supports focused, high‑quality support.

Preferred Qualifications

• Direct experience with Stripe, Google Play Console, App Store Connect, or RevenueCat.
• Background in retention or win‑back strategies, including cancellation flows, offers, and win‑back campaigns.
• Proficiency in a second language spoken by our user base (e.g., Portuguese, Spanish, Italian, German).
• Previous collaboration with AI support agents or chatbots, understanding their strengths and limitations.

Skills & Competencies

• Strong analytical mindset with the ability to dissect complex billing scenarios.
• Excellent written communication, capable of drafting clear, concise, and empathetic responses.
• Proficiency in using CRM and ticketing tools, coupled with a knack for learning new systems quickly.
• Adaptability to a fast‑paced, early‑stage startup environment where priorities shift rapidly.
• Team player who thrives in cross‑functional collaboration while also excelling in independent work.
• Proactive problem‑solving attitude, always looking for ways to improve processes and user experience.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Senior Premium Customer Support Specialist, you will:

• Gain deep insights into the intersection of AI, education, and customer experience.
• Participate in product discovery sessions, influencing the roadmap based on real user feedback.
• Access an AI toolkit that includes ChatGPT, Copilot, and other productivity tools to enhance your daily workflow.
• Benefit from an annual educational budget of up to $1,000, covering courses, certifications, or conferences.
• Advance into senior support or product roles, leveraging your expertise in customer advocacy and data‑driven decision making.

Work Environment & Company Culture

brighthush is a fully remote, globally distributed team that values autonomy, transparency, and a sense of community. We operate on a flexible 8‑hour day, 5 days a week, with rotating weekend shifts to support our worldwide user base. Our culture is built on:

• Open communication: weekly all‑hands meetings, real‑time Slack channels, and transparent decision‑making.
• Continuous learning: regular knowledge‑sharing sessions, hackathons, and cross‑team workshops.
• Inclusivity: a diverse workforce that brings a wide range of perspectives and experiences.
• Work‑life balance: 26 days of paid vacation plus bank holidays, plus a yearly off‑site retreat (last year in Dubai!).
• Health & wellness: comprehensive benefits through Safetywing, covering mental health, fitness, and medical care.

Compensation & Perks

We recognize the value of dedication and results. Your compensation package includes:

• USD 500–1,000 per month, commensurate with experience, plus a quarterly bonus tied to user retention metrics.
• Equity growth via stock options that increase with your impact on the company’s success.
• Flexible remote work with a reliable home setup requirement.
• Annual educational stipend of up to $1,000 for professional development.
• Access to cutting‑edge AI tools and productivity suites.
• Health and wellness benefits through Safetywing, covering medical, dental, and mental health services.
• Paid time off: 26 days of vacation plus Apply for this job