Senior Remote Customer Success & Technical Support Specialist – Automotive Marketplace & Digital Platform – Championing Customer Delight, Innovation, and Seamless Digital Trade

About brighthush

brighthush is redefining the automotive wholesale ecosystem by turning a traditionally paper‑heavy, fragmented industry into a fast, data‑driven digital marketplace. Our platform connects dealers, lenders, repossession partners, and other stakeholders in real time, enabling them to trade, finance, and recover vehicles with unprecedented speed, clarity, and confidence. By blending cutting‑edge technology, automation, and an unwavering focus on customer success, we empower every participant to conduct transactions that are transparent, efficient, and friction‑free.

At brighthush, curiosity, collaboration, and an entrepreneurial spirit are more than buzzwords—they are the DNA of our culture. We live by four core values that shape every decision and interaction: Driven Waybuilders, Relentless Curiosity, Smart Risk‑Taking, and Fearless Ownership. These principles inspire our teams to innovate, take calculated risks, and own the outcomes of their work—both individually and collectively.

Role Overview

As a Senior Remote Customer Success & Technical Support Specialist at brighthush, you will be the frontline ambassador of our brand, delivering world‑class support to a diverse portfolio of automotive partners. Your day will involve engaging with customers across phone, chat, and email, diagnosing technical issues, and collaborating with cross‑functional teams to resolve problems swiftly. You will play a pivotal role in shaping the customer journey, turning challenges into opportunities for delight and loyalty.

Key Responsibilities

• Customer Interaction: Serve as the first point of contact for dealers, lenders, and repossession agencies, providing clear, empathetic, and timely assistance across multiple channels.
• Issue Diagnosis & Resolution: Identify root causes of platform, mobile app, and website issues—ranging from password resets to data discrepancies—and implement effective solutions or escalations.
• Ticket Management: Log every interaction in our ticketing system, create comprehensive case notes, and coordinate with engineering, product, and operations to close tickets efficiently.
• Trend Analysis & Feedback Loop: Monitor recurring problems, document patterns, and communicate actionable insights to product and engineering teams to drive continuous improvement.
• Proactive Follow‑Up: Keep customers informed of status updates, ensuring a smooth resolution journey and fostering trust.
• Knowledge Base Contribution: Author and update FAQs, troubleshooting guides, and training materials to elevate team performance and empower customer self‑service.
• Compliance & Quality Assurance: Adhere to all company policies, procedures, and applicable state and federal regulations, ensuring consistent and compliant service delivery.
• Team Collaboration: Participate in daily stand‑ups, cross‑functional project meetings, and knowledge‑sharing sessions to align on priorities and share best practices.
• Customer Advocacy: Champion the customer’s voice within the organization, advocating for product enhancements and process optimizations that improve the overall experience.

Essential Qualifications

• Education: High School Diploma or GED (college coursework preferred).
• Experience: Minimum of three years in a customer service or call center environment, preferably within the automotive or technology sectors.
• Industry Knowledge: Solid understanding of automotive terminology, dealer workflows, and financing processes.
• Technical Proficiency: Comfortable using ticketing systems, CRM platforms, and basic troubleshooting tools; ability to submit trouble tickets on behalf of customers.
• Communication Skills: Exceptional written and verbal communication, with the ability to explain complex solutions in simple terms.
• Conflict Resolution: Proven ability to de‑escalate conflicts, negotiate solutions, and transform dissatisfied customers into advocates.
• Self‑Motivation: Highly organized, detail‑oriented, and able to work independently while meeting internal and external deadlines.
• Adaptability: Comfortable navigating evolving processes, technologies, and priorities in a fast‑paced environment.

Preferred Qualifications

• Experience with repossession systems or automotive‑specific software.
• Hands‑on knowledge of Salesforce or similar CRM platforms.
• Exposure to data‑driven decision making and analytics tools.
• Prior experience working in a remote, distributed team environment.
• Knowledge of compliance regulations affecting automotive finance and repossession.

Skills & Competencies

• Customer‑First Mindset: Always prioritizing the customer’s needs and ensuring a positive experience.
• Problem‑Solving: Quickly identifying root causes and crafting effective solutions.
• Adaptability: Thriving amid evolving processes, technologies, and priorities.
• Collaboration: Working seamlessly with product, engineering, and operations teams.
• Time Management: Balancing multiple tickets while maintaining high quality.
• Data Literacy: Interpreting metrics and feedback to drive service improvements.
• Technical Aptitude: Comfortable learning new tools and platforms quickly.
• Professionalism: Maintaining composure and a positive attitude in high‑pressure situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Remote Customer Success & Technical Support Specialist, you will have the chance to:

• Progress into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into product or engineering teams by leveraging your deep customer insights.
• Participate in cross‑functional projects that shape the future of our platform.
• Access continuous learning resources, including tuition reimbursement for relevant certifications and courses.
• Engage in mentorship programs that pair you with seasoned leaders across the organization.
• Earn recognition through performance awards, shout‑outs, and career‑advancement opportunities.
• Contribute to the development of internal knowledge bases and training programs.

Work Environment & Culture at brighthush

Although you will be working remotely, you will feel fully integrated into a vibrant, collaborative culture. We celebrate diversity, encourage open dialogue, and reward initiative. Our remote teams enjoy:

• Regular virtual town halls and team‑building events that foster connection.
• Flexible scheduling within the 8:00 am–8:00 pm EST window to accommodate global partners.
• Access to a digital “water cooler” for spontaneous brainstorming and social connection.
• A culture of recognition—where outstanding performance is celebrated through awards, shout‑outs, and career‑advancement opportunities.
• Transparent communication channels that keep everyone aligned on goals and priorities.
• Opportunities to influence product direction through direct customer feedback.

Compensation & Benefits

Hourly Rate: $19.00 – $22.00 USD (competitive for remote roles in the automotive support space). Benefits Package (US): Comprehensive medical, dental, and vision coverage with employer HSA contributions; FSA options; 401(k) with company match; paid vacation, personal, and sick leave; paid maternity and paternity leave; employer‑paid short‑term and long‑term disability, life insurance, and AD robust Employee Assistance Program; and a dedicated Leap into Service Day for volunteering. Benefits Package (Canada): Similar medical, dental, and vision plans; RRSP with company match; paid time off; and comprehensive insurance coverage. Additional Perks: Tuition reimbursement for eligible programs, internal promotion focus, opportunities to share knowledge across a publicly traded, global organization, and a culture that values work‑life balance and personal growth.

How to Apply

If you are a customer‑focused, adaptable, and solution‑driven professional ready to make an impact in the automotive wholesale industry, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can grow with brighthush.

Closing Statement

At brighthush, every interaction is an opportunity to innovate, learn, and exceed expectations. As a Senior Remote Customer Success & Technical Support Specialist, you will be at the heart of our mission—empowering partners to navigate the digital marketplace with confidence and ease. Join us, and together we’ll drive the future of wholesale automotive commerce.