Senior Remote Customer Success Specialist – SaaS & B2B Insurance Platform Champion – Driving Client Success, Innovation, and Growth at brighthush

About brighthush – Empowering Independent Insurance Agencies with Cloud Innovation

brighthush is more than a software company; we are a movement that is reshaping how independent insurance agencies operate in the digital age. Since our founding in 2009, we have delivered a cloud‑based platform that streamlines policy administration, automates underwriting workflows, and unlocks new revenue streams for agencies worldwide. With a dedicated team of 51‑200 professionals, we thrive on a remote‑first culture that values flexibility, collaboration, and continuous learning. Whether you are a seasoned tech professional or a fresh talent eager to make an impact, brighthush offers a vibrant environment where your contributions directly shape the future of the insurance industry.

Why This Role Matters

As a Senior Remote Customer Success Specialist, you will be the frontline advocate for our agency partners. Your expertise will ensure that our platform delivers seamless, reliable service, turning complex technical challenges into simple, user‑friendly solutions. In a world where digital experience is a key differentiator, your role will directly influence customer satisfaction, retention, and the overall success of our partners. You will become the bridge between the technology we build and the people who rely on it every day.

Role Overview

We’re looking for a proactive, empathetic, and technically savvy individual to join our support team. You will manage support tickets across chat, phone, and email, troubleshoot SaaS product issues, and collaborate with cross‑functional teams to continuously improve our service delivery. This is a fully remote position open to U.S. candidates, offering the flexibility to work from anywhere while maintaining a strong connection to our global community.

Key Responsibilities

• Respond to and manage support tickets through chat, phone, and email with accuracy, professionalism, and a customer‑first mindset.
• Diagnose and resolve SaaS product issues related to the brighthush platform, ensuring minimal downtime for agency partners.
• Log all activity in Freshdesk, maintaining complete, accurate client histories that serve as a single source of truth.
• Partner with onboarding, training, and product teams to resolve complex issues quickly and to share best practices.
• Identify recurring problems, analyze root causes, and provide actionable insights that drive system improvements and elevate the customer experience.
• Contribute to internal knowledge resources, refine canned responses, and develop troubleshooting guides to boost team efficiency.
• Meet or exceed response and resolution time SLAs, ensuring that every client interaction reflects brighthush’s commitment to excellence.
• Maintain high standards for customer satisfaction and quality assurance, consistently gathering feedback and implementing improvements.

Essential Qualifications

• Minimum of 2 years’ experience in SaaS or tech support, ideally within a B2B environment.
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, actionable guidance.
• Proven troubleshooting talent—an innate knack for diagnosing and resolving web‑based software issues.
• Hands‑on familiarity with Freshdesk, Slack, Zoom, and Google Workspace.
• Self‑motivated and capable of working independently in a fast‑paced, remote‑first team.
• Experience in the insurance industry or with AMS platforms is highly desirable.

Preferred Qualifications

• Prior experience supporting a SaaS platform used by independent agencies or brokers.
• Knowledge of insurance workflows, policy administration, and compliance requirements.
• Experience with data analytics tools or CRM systems that enhance customer support workflows.
• Certifications in customer support, ITIL, or related fields.
• Fluency in multiple languages, especially Spanish, to serve a diverse client base.

Skills & Competencies

• Technical proficiency: Comfortable navigating web applications, understanding API integrations, and using diagnostic tools.
• Problem‑solving mindset: Able to think critically, break down complex issues, and devise effective solutions.
• Customer‑centric attitude: Passionate about delivering exceptional service and turning challenges into opportunities.
• Collaboration: Skilled at working with cross‑functional teams—product, engineering, onboarding, and training—to achieve shared goals.
• Time management: Efficiently prioritize tickets, manage multiple tasks, and meet SLA targets.
• Continuous learning: Eager to stay updated on industry trends, new features, and best practices in customer support.

Career Growth & Learning Opportunities

• Structured mentorship program pairing you with senior support engineers and product leaders.
• Access to ongoing training modules covering advanced troubleshooting, product updates, and industry insights.
• Clear career ladder: Opportunities to advance into senior support roles, team lead positions, or product management tracks.
• Participation in cross‑departmental projects that influence product roadmap and customer experience strategy.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Company Culture

At brighthush, we believe that a supportive, inclusive culture fuels innovation. Our remote‑first model means you can work from anywhere in the U.S., but you’ll still feel part of a tight‑knit community. We host quarterly virtual town halls, monthly hackathons, and quarterly in‑person retreats to keep the team connected. Our values—customer obsession, continuous improvement, and collaborative spirit—are reflected in every interaction, from onboarding new hires to launching new features.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and role, brighthush offers a competitive compensation package that includes a base salary, performance‑based bonuses, and equity opportunities. In addition, we provide a comprehensive benefits suite: health, dental, and vision insurance; a 401(k) plan with company match; generous paid time off; flexible work hours; and a stipend for home‑office setup. We also support professional growth through tuition reimbursement, conference sponsorships, and access to industry‑leading learning platforms.

How to Apply

Ready to make a tangible impact on the insurance industry? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to hear how your skills and passion align with brighthush’s mission to empower agencies worldwide.