Senior Remote Customer Support Specialist – Expert Technical Support for brighthush WealthTech CRM Platform – $60k–$80k Salary

About brighthush

brighthush is a pioneering force in the financial technology landscape, delivering a cloud‑based customer relationship management (CRM) platform that empowers financial advisors and wealth‑management professionals to provide data‑driven, personalized client experiences. Since its inception in the early 2010s, brighthush has evolved from a boutique startup into a national leader, serving thousands of advisors across the United States—from boutique practices to large multinational institutions. Our platform seamlessly integrates with popular financial planning tools, portfolio management systems, and regulatory reporting services, allowing advisors to focus on building lasting client relationships while we handle the technology.

At brighthush, we believe that great technology is only as good as the people who build, support, and use it. That’s why we invest heavily in our people, fostering a culture of continuous learning, collaboration, and innovation. Whether you’re a seasoned professional or just starting your career in tech support, brighthush offers a dynamic environment where your contributions directly impact the success of our clients and the growth of the company.

Why brighthush is the Ideal Place to Grow Your Career

• Fully Remote, Fully Flexible: Work from anywhere in the United States with a schedule that respects your work‑life balance.
• Competitive Compensation: Base salary range of $60,000–$80,000, commensurate with experience, plus performance‑based bonuses.
• Comprehensive Benefits: Health, dental, and vision insurance; 401(k) with company match; generous paid time off; and more.
• Career Advancement: Clear promotion paths, mentorship programs, and access to industry conferences and certifications.
• Impactful Work: Your support will directly influence the productivity and satisfaction of financial advisors who rely on our platform to serve their clients.

Role Overview

As a Remote Customer Support Specialist at brighthush, you will be the first line of defense for our clients, ensuring they receive timely, accurate, and empathetic assistance. Your day‑to‑day duties will include:

Key Responsibilities

• Respond to support tickets across multiple channels (email, chat, phone, and video) and prioritize them based on urgency and impact.
• Diagnose and resolve technical issues related to the brighthush CRM, integrations, and user configuration.
• Guide new users through onboarding, including account setup, data migration, and best‑practice training.
• Collaborate with the product, engineering, and quality assurance teams to report bugs, suggest enhancements, and track resolution status.
• Maintain and expand the internal knowledge base, FAQs, and troubleshooting guides to empower both clients and the support team.
• Monitor system health dashboards and proactively notify stakeholders of any outages or performance degradations.
• Participate in regular knowledge‑sharing sessions and continuous improvement initiatives to elevate support quality.
• Document and analyze recurring issues to identify root causes and recommend process improvements.
• Assist in the creation and delivery of training materials for both internal staff and external clients.
• Contribute to the development of support metrics and dashboards that track key performance indicators (KPIs) such as ticket resolution time, customer satisfaction scores, and first‑contact resolution rates.

Essential Qualifications

• Minimum of 2 years of experience in a SaaS customer support or technical support role.
• Strong understanding of cloud services (AWS, Azure, or GCP) and how they interact with web applications.
• Proficiency with common operating systems (Windows, macOS, Linux) and browsers (Chrome, Firefox, Safari, Edge).
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
• Experience using ticketing systems (Zendesk, Freshdesk, or similar) and CRM platforms.
• Current authorization to work in the United States without the need for sponsorship.
• Demonstrated ability to work independently in a remote environment, managing time effectively and maintaining high productivity.
• Strong analytical skills and a methodical approach to troubleshooting and problem resolution.

Preferred Qualifications

• Experience in the financial services or wealth‑management industry.
• Knowledge of regulatory compliance frameworks (SEC, FINRA, GDPR) as they relate to client data.
• Familiarity with integration tools such as Zapier, MuleSoft, or custom API development.
• Previous exposure to performance monitoring tools (Datadog, New Relic, or similar) and incident management processes.
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Fundamentals) or related fields.
• Experience with data migration and ETL processes.

Skills & Competencies

• Technical Aptitude: Quick learner who can troubleshoot software, network, and database issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Analytical thinker who can diagnose root causes and propose effective solutions.
• Collaboration: Ability to work cross‑functionally with product, engineering, and sales teams.
• Adaptability: Comfortable with evolving product features and changing support priorities.
• Time Management: Skilled at juggling multiple tickets while meeting SLA targets.
• Communication: Clear, concise, and empathetic in both written and verbal interactions.
• Documentation: Proficient at creating and maintaining detailed knowledge base articles and SOPs.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should be as dynamic as the technology we build. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior engineers and product managers.
• Paid training for industry certifications (AWS Certified Solutions Architect, Certified Financial Planner, etc.).
• Annual attendance at leading conferences such as FinTech Connect, WealthTech Summit, and Cloud Expo.
• Internal knowledge‑sharing workshops where you can present on new features, support trends, or process improvements.
• Clear promotion pathways to roles such as Senior Support Engineer, Support Manager, Product Specialist, or Technical Account Manager.
• Opportunities to transition into product management, engineering, or consulting roles based on your interests and performance.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Even though we are a fully remote team, we maintain strong connections through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Dedicated Slack channels for casual chat, tech discussions, and community building.
• Quarterly virtual team‑building events, ranging from game nights to wellness workshops.
• Open‑door policy for leadership, encouraging feedback and idea sharing from all levels.
• Annual “Innovation Hackathon” where cross‑functional teams prototype new features or process enhancements.
• Flexible work hours that accommodate different time zones and personal commitments.

Compensation, Perks, and Benefits

Your base salary will range from $60,000 to $80,000, depending on experience and skill set. In addition to a competitive base, you will receive:

• Performance‑based bonuses tied to team and individual metrics.
• Full coverage of health, dental, and vision insurance.
• 401(k) plan with company match up to 5%.
• Generous paid time off (PTO) policy, including sick days, holidays, and personal days.
• Flexible work hours and a fully remote setup, allowing you to work from any U.S. location.
• Monthly stipend for home office equipment and internet upgrades.
• Access to mental health resources and employee assistance programs.
• Paid parental leave and adoption assistance.
• Annual wellness stipend for gym memberships, meditation apps, or other health‑related activities.

How to Apply

If you’re passionate about delivering world‑class support, thrive in a fast‑paced tech environment, and want to help shape the future of wealth technology, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush, and let’s start a conversation about how you can make an impact from day one.

Ready to join the brighthush team? Click the link below to apply and take the first step toward an exciting career in fintech support.