Senior SaaS Customer Support Consultant – Remote LATAM – Fluent English – Elevate Customer Experience at brighthush
About brighthush
brighthush is a global leader in Intelligent Support-as-a-Service, empowering technology companies to deliver secure, scalable, and highly personalized customer and technical support. Since 2010, we have partnered with industry pioneers—now all under the brighthush umbrella—to serve clients across 30+ countries and 60+ languages. Our mission is simple: to transform every support interaction into a memorable brand experience that drives customer loyalty and business growth.
Why Join brighthush?
At brighthush, you’ll thrive in a multicultural, multilingual environment that values creativity, collaboration, and continuous learning. Our People‑First management philosophy means you’ll receive the mentorship, resources, and autonomy you need to grow both personally and professionally. Whether you’re a seasoned support specialist or a recent graduate with a passion for technology, brighthush offers the platform to master new skills, tackle challenging goals, and make a real impact on our customers’ success.
Key Responsibilities
- Deliver Outstanding Customer Support: Respond to customer inquiries via email, chat, and phone with empathy, clarity, and a focus on rapid resolution.
- Diagnose & Troubleshoot: Use your technical acumen to identify root causes, apply best‑practice solutions, and guide customers through step‑by‑step fixes.
- Case Management: Track open tickets, ensure timely updates, and maintain accurate documentation of troubleshooting steps, resolutions, and customer feedback.
- Escalation & Collaboration: Identify complex or high‑priority issues, coordinate with Product, Engineering, and Customer Success teams, and drive investigations to closure.
- Proactive Communication: Keep customers and internal stakeholders informed of status changes, expected timelines, and any escalated concerns.
- Knowledge Sharing: Contribute to our internal knowledge base by documenting common issues, creating FAQ articles, and suggesting process improvements.
- Continuous Improvement: Participate in post‑incident reviews, share insights, and help refine support workflows to enhance overall customer experience.
Essential Qualifications
- Fluent English (C2 level) in both spoken and written communication.
- Minimum of 2 years’ experience in a SaaS or technical support role, preferably within Apply for this job