Senior Remote Customer Support Specialist – Technical Troubleshooting Expert, Client Success Champion, and Product Advocacy Leader

About brighthush

brighthush is a trailblazing technology powerhouse that empowers businesses worldwide with cloud‑based solutions designed to streamline operations, accelerate growth, and elevate customer experiences. With a presence in over 30 countries and a portfolio of award‑winning products, brighthush is at the forefront of digital transformation. Our culture is built on curiosity, collaboration, and continuous learning, creating an environment where passionate professionals turn complex challenges into innovative opportunities.

Why brighthush is the Ideal Place for Your Next Career Move

At brighthush, we don’t just deliver software; we craft experiences that resonate with users and partners alike. Our remote Customer Support Specialists are the frontline ambassadors who shape how clients perceive our brand. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible impact on user satisfaction, brighthush offers the excitement, growth, and recognition you deserve.

Key Responsibilities – What You’ll Do Every Day

As a Senior Remote Customer Support Specialist, you will be the trusted guide for our users, helping them navigate technical hurdles and discover the full potential of our platform. Your day‑to‑day responsibilities will include:

• Multi‑Channel Support: Respond to inquiries via phone, email, live chat, and social media with speed, accuracy, and a friendly tone.
• Problem Diagnosis & Resolution: Identify root causes, replicate issues in sandbox environments, and implement effective solutions or workarounds that keep customers productive.
• Knowledge Management: Document troubleshooting steps, update internal knowledge bases, and maintain meticulous records in our CRM to ensure knowledge continuity.
• Product Advocacy: Capture feature requests, user insights, and best‑practice tips, and collaborate with Product, Sales, and Marketing teams to influence roadmap decisions.
• Customer Success Follow‑Up: Ensure every ticket is closed with a satisfied customer, proactively reach out for feedback, and identify upsell or cross‑sell opportunities.
• Mentorship & Coaching: Onboard new support agents, provide coaching, and foster a culture of continuous improvement and knowledge sharing.
• Social Listening & Sentiment Analysis: Monitor brand mentions on social platforms, provide timely assistance, and gather sentiment data to inform product and support strategies.
• Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and collaborate with engineering to drive product improvements.

Essential Qualifications – What We Expect

• Proven experience as a Customer Support Specialist, Technical Support Engineer, or similar role in a SaaS or cloud‑services environment.
• Deep familiarity with help‑desk software (e.g., Zendesk, Freshdesk, ServiceNow) and remote support tools.
• Strong understanding of CRM systems, data integrity practices, and ticketing workflows.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Demonstrated problem‑solving ability and a methodical approach to troubleshooting complex issues.
• Comfortable working remotely with a reliable internet connection, a quiet workspace, and a proactive mindset.

Preferred Qualifications – Bonus Points

• Experience in the SaaS or cloud‑services industry, especially with API integrations, OAuth, or basic scripting (Python, Bash).
• Background in customer success, account management, or technical training.
• Certifications in ITIL, CompTIA A+, or similar IT support credentials.
• Experience with data analytics tools (e.g., Tableau, Power BI) to analyze support metrics and drive improvements.

Key Skills & Competencies – What Makes You Successful

• Technical Acumen: Ability to understand and explain complex technical concepts to non‑technical users.
• Empathy & Patience: A genuine desire to help and a calm demeanor under pressure.
• Time Management: Prioritize tickets, manage multiple conversations, and meet SLA targets.
• Collaboration: Work closely with cross‑functional teams to drive product improvements and customer satisfaction.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Continuous Learning: Stay updated on product releases, industry trends, and emerging support tools.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, your career path is as dynamic as the technology we build. As a Senior Remote Customer Support Specialist, you’ll have access to:

• Structured learning tracks covering advanced product knowledge, technical certifications, and soft‑skill development.
• Mentorship from senior engineers, product managers, and customer success leaders.
• Clear pathways to transition into Product Management, Customer Success Leadership, or Technical Support Engineering.
• Annual hackathons and innovation challenges that encourage creative problem‑solving and cross‑team collaboration.
• Global conferences, workshops, and webinars to broaden your perspective and expand your professional network.
• Regular performance reviews focused on growth, skill development, and career progression.

Work Environment & Culture – What It’s Like to Work at brighthush

brighthush champions a culture of transparency, inclusivity, and work‑life balance. Even though we operate remotely, we maintain a strong sense of community through:

• Weekly virtual coffee chats, team‑building activities, and informal “show & tell” sessions.
• Open‑door communication channels with leadership, including monthly all‑hands meetings.
• Flexible working hours that respect personal commitments and time‑zone differences.
• Regular feedback loops, peer reviews, and a culture of continuous improvement.
• Recognition programs that celebrate wins, big or small, through shout‑outs, badges, and spot bonuses.
• Inclusive hiring practices and a commitment to diversity, equity, and belonging.

Compensation, Perks & Benefits – What You’ll Receive

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates and aligned with your experience.
• Performance‑based bonuses and equity options that reward your impact on the company’s success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a flexible holiday policy that respects personal and family needs.
• Home‑office stipend and ergonomic equipment support to create a productive workspace.
• Access to an extensive learning library, conference sponsorships, and certification reimbursements.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Annual company retreats, virtual team‑building events, and community service opportunities.

How to Apply – Join the brighthush Team

Ready to become a key player in delivering world‑class support at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer delight.

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We’re Excited to Meet You!

At brighthush, every interaction matters. If you’re passionate about turning technical challenges into delightful experiences, we want to hear from you. Bring your curiosity, your expertise, and your drive for excellence, and let’s build the future of customer support together.