Senior SaaS Customer Support Consultant – Remote LATAM – Fluent English & Tier 1 Technical Troubleshooting Specialist – Championing World‑Class Support for Global Technology Leaders and Innovators

Welcome to brighthush – The Vanguard of Customer Success in the Cloud Era

brighthush has been redefining what it means to deliver world‑class support since 2010. We partner with the most innovative SaaS platforms, logistics pioneers, and enterprise software leaders to ensure that every customer interaction is seamless, efficient, and memorable. Our People First philosophy empowers every team member to grow, innovate, and leave a measurable impact on the customer experience. Whether you’re a seasoned support veteran or an ambitious newcomer, brighthush offers a dynamic, inclusive, and globally connected environment where your voice truly matters.

Why LATAM Remote Talent is the Pulse of Our Global Mission

Operating across more than 30 countries, brighthush relies on a diverse, multilingual support network that spans 60 languages. Our remote LATAM team is the heartbeat of our service delivery, ensuring that customers in South America, Central America, and the Caribbean receive the same level of care and expertise as those in North America and Europe. By joining brighthush, you’ll be part of a global community that values flexibility, trust, and outcomes over rigid schedules.

Your Impact as a Senior SaaS Customer Support Consultant

As a Senior SaaS Customer Support Consultant at brighthush, you will be the frontline advocate for our clients’ success. Your day‑to‑day tasks will include:

• Delivering outstanding support via email, chat, and phone, ensuring every interaction reflects brighthush’s commitment to excellence.
• Diagnosing, troubleshooting, and triaging customer‑reported issues, driving investigations through to resolution or appropriate escalation.
• Managing open support cases, maintaining accurate status updates, and ensuring no ticket is left unresolved.
• Escalating complex or high‑priority issues to specialized teams (Product, Engineering, Customer Success) when necessary.
• Proactively communicating status updates to customers and internal stakeholders, fostering transparency and trust.
• Documenting troubleshooting steps, root causes, and resolutions in our knowledge base to support continuous improvement.
• Collaborating with cross‑functional teams to investigate recurring issues and propose product enhancements.
• Actively participating in weekly knowledge‑sharing sessions and contributing to the development of best‑practice guides.
• Mentoring junior support agents, sharing expertise, and fostering a culture of continuous learning.
• Monitoring key performance indicators (KPIs) and driving initiatives to improve first‑time resolution rates and customer satisfaction scores.

Extended Responsibilities and Leadership Opportunities

Beyond the core duties, you will also:

• Lead the creation and refinement of support playbooks for new product releases.
• Analyze support data to identify trends, propose systemic fixes, and reduce recurring incidents.
• Act as a liaison between the customer community and the product roadmap, ensuring user feedback is captured and prioritized.
• Champion the adoption of new support tools and automation scripts to streamline workflows.
• Represent brighthush at industry webinars, conferences, and community forums, showcasing our commitment to customer success.

Essential Qualifications – What We Expect

• Fluent English (C2 level) in both spoken and written communication.
• Minimum of 2 years experience in a SaaS or technical support role, preferably within a fast‑paced, cloud‑based environment.
• Proficiency with ticketing systems such as brighthush or equivalent platforms.
• Strong troubleshooting and problem‑solving skills, with a methodical approach to root‑cause analysis.
• Sense of urgency and the ability to manage multiple tasks to completion without compromising quality.
• Excellent interpersonal skills—clear, professional, and empathetic communication with customers and colleagues.
• Stakeholder management experience, collaborating effectively across product, engineering, and customer success teams.
• Customer‑centric mindset, dedicated to delivering a positive support experience at every touchpoint.
• Basic computer literacy and comfort navigating CRM systems and support tools.
• Commitment to meeting performance targets and delivering high‑quality service.
• Personal laptop or computer (minimum 8 GB RAM) and a stable internet connection (≥ 50 Mbps download, ≥ 40 Mbps upload).

Preferred Qualifications – What Gives You an Edge

• Experience in the logistics or supply‑chain industry, providing a deeper understanding of our clients’ domain.
• Knowledge of additional languages beyond English, enhancing our global support capabilities.
• Experience with AI‑driven support tools or chatbots, contributing to our innovation roadmap.
• Previous remote work experience, demonstrating self‑discipline and time‑management skills.

Key Skills & Competencies – What Makes You a Star Performer

• Technical Aptitude: Comfortable with SaaS products, APIs, and basic troubleshooting of software and hardware issues.
• Communication: Clear, concise, and empathetic writing and speaking skills.
• Analytical Thinking: Ability to dissect complex problems and devise actionable solutions.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new tools and processes.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and driving collective success.
• Customer Advocacy: Champion the customer’s voice in product discussions and improvement initiatives.

Career Growth & Learning Opportunities – Your Path to Success

At brighthush, we invest heavily in our people. As a Senior Customer Support Consultant, you will have access to:

• Structured onboarding and continuous training modules covering product knowledge, soft skills, and advanced troubleshooting.
• Mentorship from senior support leaders and product managers, providing guidance on career progression.
• Cross‑functional projects that allow you to work with engineering, product, and marketing teams, broadening your skill set.
• Annual skill‑upgrading workshops, certifications, and access to industry conferences.
• Clear promotion paths—from Support Specialist to Senior Consultant, Team Lead, and beyond—based on performance and impact.
• Opportunities to lead initiatives such as knowledge‑base enhancements, process automation, and customer success programs.

Work Environment & Culture – Where Trust Meets Innovation

brighthush’s culture is built on trust, transparency, and a shared passion for customer success. Key highlights include:

• Fully remote work model—no commute, no office constraints.
• Flexible working hours that accommodate time zones across LATAM, ensuring you can balance personal and professional commitments.
• No time‑tracking—focus on outcomes, not hours logged.
• Inclusive, multicultural team with members from over 20 countries.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• Open communication channels—brighthush, brighthush, and monthly all‑hands meetings.
• Recognition programs that celebrate achievements, milestones, and customer success stories.

Compensation & Benefits – Rewarding Your Expertise

While specific terms will be outlined in your offer, typical benefits for full‑time employees include:

• Competitive USD salary aligned with industry standards.
• Performance‑based bonuses and referral rewards.
• Health, dental, and vision insurance (for eligible employees).
• Paid time off, sick leave, and flexible holiday policy.
• Professional development stipend and access to online learning platforms.
• Wellness program, including mental health resources and virtual fitness classes.
• Equity or stock‑option plans for senior roles.
• Annual company‑wide retreats and regional meet‑ups.

How to Apply – Join the brighthush Family

If you are a proactive, solution‑oriented support specialist who thrives on solving problems and ensuring customer satisfaction, we want to hear from you. Submit your CV in English, along with a brief cover letter highlighting your experience with SaaS support and any relevant industry knowledge.

Join the community of over 1,500 specialists who are already delivering exceptional customer experiences for brighthush’s global clientele. Refer a friend—if you know someone who would be a perfect fit, share this opportunity and help us grow our world‑class support team.