Senior Remote Customer Support Specialist – AI‑Powered Executive Assistant Platform – Champion of Technical Support, Process Innovation, and Customer Delight at brighthush

Welcome to brighthush – Where AI Meets Exceptional Customer Experience

At brighthush, we’re not just building a product; we’re igniting a movement that redefines how professionals manage their daily workflows. Launched in May 2024, we’ve accelerated from a seed‑stage startup to a $35 million ARR powerhouse in less than a year, all while delivering an AI‑driven executive assistant that handles emails, scheduling, and follow‑ups with human‑like intuition. Our mission is simple yet profound: free people in client‑facing roles so they can focus on what truly matters—delivering outstanding customer experiences. By combining cutting‑edge natural language processing, intelligent automation, and a human‑centric design philosophy, brighthush empowers teams to work smarter, not harder.

Why Join brighthush? A Culture Built on Agency, Ownership, and Impact

We believe that the best results come from people who feel empowered to own their work and see the direct impact of their contributions. At brighthush, we’ve eliminated unnecessary bureaucracy and fostered a culture that rewards initiative, curiosity, and continuous learning. Our remote‑first philosophy means you can work from anywhere, but we also value in‑person collaboration when needed—especially as we expand our Austin hub.

• Zero Bureaucracy – Decision making is fast, transparent, and data‑driven. You’ll never be held back by endless approval chains.
• Ownership – Every team member is empowered to own outcomes and drive change. Your ideas become reality.
• Continuous Learning – We invest in skill development, AI research, and cross‑functional collaboration. You’ll grow alongside the product.
• Remote‑First, Yet Connected – Work from anywhere, but stay connected through regular virtual huddles, knowledge sharing, and spontaneous “watercooler” chats.

Key Responsibilities – Your Impact as a Senior Remote Customer Support Specialist

As the linchpin between customers, product, sales, and success teams, you will shape the future of support at brighthush. Your day‑to‑day activities will include:

• Front‑Line Support Excellence – Handle high‑volume chat, email, and video inquiries with minimal hand‑holding, ensuring rapid resolution and customer delight.
• Technical Troubleshooting – Diagnose complex technical issues, apply root‑cause analysis, and resolve them independently or with minimal escalation to Product Engineering.
• Process Innovation – Identify recurring patterns, propose and implement process improvements, and author knowledge‑base articles that reduce future ticket volume.
• Cross‑Functional Collaboration – Act as the connective tissue between Support, Sales, Product, and Customer Success, ensuring seamless handoffs and no lost opportunities.
• Scalability Architecture – Contribute to tooling decisions, workflow design, and team playbooks that will support our rapid growth and global expansion.
• AI Integration – Leverage AI tools in your workflow, provide feedback on their effectiveness, and help shape the next generation of AI‑powered support solutions.
• Mentorship & Coaching – Share best practices with junior teammates, conduct knowledge‑sharing sessions, and help elevate the overall support competency.
• Data‑Driven Insight – Track and analyze support metrics, identify trends, and present actionable insights to leadership.
• Customer Advocacy – Serve as the voice of the customer within the organization, championing their needs in product roadmaps and feature prioritization.

What Success Looks Like at brighthush

We measure success by impact, autonomy, and continuous improvement. A successful candidate will:

• Operate independently with high judgment, managing time, priorities, and output without constant supervision.
• Use AI proactively in daily workflows, offering candid opinions on what works, what doesn’t, and where the industry is heading.
• Resolve complex technical issues with confidence and speed, turning challenges into learning opportunities.
• Continuously refine support processes, reducing ticket volume and improving first‑contact resolution.
• Be a trusted cross‑functional partner, sought after by colleagues for insights and collaboration.
• Maintain deep connectivity with the remote team, communicating proactively, flagging early, and showing up when it matters.
• Drive measurable improvements in key metrics such as CSAT, NPS, and MTTR.

Essential Qualifications – What We Expect

• 5+ years of customer or technical support experience in a B2B SaaS environment.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences.
• Strong troubleshooting mindset; you thrive on solving puzzles and finding creative solutions.
• Curiosity, coachability, and a relentless drive to exceed goals.
• Startup‑ready attitude: adaptable, fast‑moving, and hands‑on.
• Proficiency with support tools such as brighthush Support Suite, brighthush Knowledge Base, and brighthush Ticketing System.
• Genuine interest in AI and the future of work, with a desire to shape the next wave of intelligent support.
• Experience in managing high‑volume support queues and maintaining high quality standards.

Preferred Qualifications – Bonus Points

• Experience with AI‑powered customer support tools or chatbot development.
• Background in product management or engineering, providing a holistic view of the product lifecycle.
• Knowledge of data analytics tools (brighthush, brighthush, or brighthush) to derive actionable insights from support metrics.
• Experience in a high‑growth startup that has scaled from $1 M to $30 M ARR.
• Familiarity with API integrations and webhook configurations.
• Published contributions to industry blogs or whitepapers on AI in customer support.

Skills & Competencies – What Makes You Thrive

• Technical Proficiency – Comfortable troubleshooting software, APIs, and integrations.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Communication – Clear, concise, and empathetic communication across all channels.
• Collaboration – Strong teamwork skills, comfortable working cross‑functionally with Sales, Product, and Success.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.
• AI Fluency – Understand AI concepts, evaluate tools, and advocate for AI adoption in support processes.
• Leadership – Ability to mentor junior staff and influence organizational change.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, your career trajectory is as dynamic as our product. You will:

• Lead the evolution of our support organization, shaping the roadmap for tools, processes, and talent.
• Transition into a Product or Customer Success leadership role, leveraging your deep customer insights.
• Participate in AI research initiatives, contributing to whitepapers, webinars, and industry conferences.
• Access continuous learning resources, including paid courses, certifications, and mentorship from senior leaders.
• Earn equity that grows with the company, aligning your success with brighthush’s long‑term vision.
• Take ownership of high‑impact projects that directly influence product strategy and customer satisfaction.

Work Environment & Culture – Remote‑First with a Global Mindset

Our remote‑first culture means you can work from anywhere, but we value strong local presence. As we build our Austin hub, we encourage candidates to reside in Austin to foster in‑person collaboration when needed. Even so, you’ll enjoy:

• Fully remote work with flexible hours, allowing you to balance personal and professional commitments.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.
• A culture of transparency, where your voice is heard and your ideas are implemented.
• Access to cutting‑edge AI tools and a collaborative environment that encourages experimentation.
• Monthly “Ask Me Anything” sessions with founders and product leaders.
• Annual team retreats and offsite events to strengthen bonds and celebrate milestones.

Compensation & Benefits – A Competitive Total Rewards Package

We offer a comprehensive rewards package designed to attract top talent and reward performance:

• Base Salary – Competitive and commensurate with experience.
• Equity – Equity that grows with the company, vesting over four years.
• Health & Wellness – Private medical coverage, pension plan, and a daily lunch stipend.
• Unlimited paid time off, flexible working hours, and a generous parental leave policy.
• Professional development stipend and access to industry conferences.
• Comprehensive mental‑health support and wellness programs.
• On‑site gym membership and wellness perks at our Austin hub.

The Hiring Process – Quick, Transparent, and Respectful of Your Time

1. Submit Your CV – No cover letter required; just your resume.
2. Initial Screening – A quick 30‑minute call with a member of the hiring team to discuss your experience and motivation.
3. Customer Case Study – A 45‑minute panel interview where you’ll walk through a real customer scenario and demonstrate your problem‑solving approach.
4. Team Meet‑and‑Greet – A 30‑minute informal session with other team members to assess cultural fit and collaboration style.
5. Final Decision – We’ll reach out with an offer or next steps within a week of the final interview.

The brighthush Reality – Why We Win

• The Trajectory – From $1 M to $30 M ARR with a lean team of 32, proving that disciplined execution beats sheer scale.
• Evidence – Ranked 7th in the top AI apps list, outpacing peers valued at $10 B+ and positioning us as a true outlier.
• Agency & Ownership – We hire exceptional people, give them total ownership, and remove bureaucratic roadblocks.
• Zero Bureaucracy – Fast, data‑driven decisions without endless alignment meetings.
• Innovation Culture – Continuous experimentation with AI, product features, and support workflows.

Ready to Join brighthush?

If you’re a seasoned support professional who thrives on autonomy, loves solving complex problems, and is excited to shape the future of AI‑powered customer service, we want to hear from you. Bring your expertise, curiosity, and passion for customer success to brighthush, and together we’ll build the next generation of executive assistants that empower professionals worldwide.

Apply today and become a pivotal part of a company that’s redefining how work gets done.