Senior Technical Customer Experience Specialist – Digital Platform Support & Customer Success Champion

About brighthush

brighthush is a fast‑growing, customer‑centric digital platform that empowers businesses worldwide to deliver seamless online experiences. With a portfolio that spans cloud‑based SaaS solutions, API integrations, and mobile applications, we are at the forefront of the digital transformation wave. Our mission is simple: to make technology work for people, not the other way around. As we expand our global footprint, we’re looking for a dedicated Technical Customer Experience Specialist who can bridge the gap between our cutting‑edge products and the customers who rely on them every day.

Why Join brighthush?

• Impactful Work: Your expertise will directly shape how customers interact with our platform, influencing product improvements and customer satisfaction scores.
• Remote Flexibility: Work from anywhere in the EU with a fully remote, flexible schedule that respects work‑life balance.
• Learning & Growth: Access to industry‑leading training, mentorship from senior engineers, and opportunities to dive into new technologies such as AWS, REST APIs, and advanced analytics.
• Inclusive Culture: A collaborative environment where diverse voices are heard, and every team member is encouraged to innovate.
• Competitive Perks: Comprehensive health insurance, pension contributions, generous paid leave, and a performance‑based bonus structure.

Key Responsibilities

As the primary point of contact for technical support, you will own the end‑to‑end lifecycle of customer inquiries, ensuring swift resolution and exceptional service.

• Provide professional, empathetic technical support via ticketing systems, email, and live chat.
• Investigate, diagnose, and resolve complex application and infrastructure issues reported by customers.
• Document every step of the troubleshooting process, including logs, screenshots, and diagnostic data, in our knowledge‑base.
• Reproduce reported problems in a controlled environment, distinguishing between user error, configuration, connectivity, and software bugs.
• Escalate unresolved or high‑severity issues to engineering or specialist teams, maintaining clear communication throughout.
• Keep customers informed of progress, especially during escalations or extended investigations.
• Prioritise tickets based on severity, customer impact, and agreed service levels.
• Monitor outstanding requests, ensuring timely follow‑up and closure.
• Identify recurring patterns, collaborate with Product and Engineering to root‑cause issues, and propose preventive solutions.
• Create, update, and maintain FAQs, troubleshooting guides, and knowledge‑base articles to empower self‑service.
• Assist with customer onboarding, configuration, and implementation when required.
• Contribute to continuous improvement of support processes, tooling, and reporting.

Essential Qualifications

• Proven experience in a technical support or service desk role, preferably within SaaS or cloud‑based environments.
• Strong analytical and problem‑solving skills, with a methodical approach to troubleshooting.
• Comfortable working with web‑based applications, APIs, and digital platforms.
• Excellent written and spoken English; additional EU languages are a plus.
• Proficiency in ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and collaboration tools (Jira, Slack).
• Ability to manage multiple concurrent support requests and prioritise effectively.
• Strong attention to detail and documentation skills.
• Experience working remotely and collaborating across time zones.
• Based within the EU with the right to work in the country of employment.

Preferred Experience & Technical Skills

• Hands‑on experience with SaaS or cloud‑based platforms.
• Knowledge of REST APIs, Postman, and API testing.
• Ability to read and interpret application or system logs.
• Basic SQL or database querying skills.
• Familiarity with JSON and other common data formats.
• Experience with mobile applications (Android/iOS) and payment/transaction‑processing systems.
• Exposure to AWS or other cloud environments.
• Experience with monitoring and diagnostic tools.
• Previous collaboration with software development or engineering teams.
• Supporting enterprise or B2B customers.

What We’re Looking For

We value curiosity, ownership, and clear communication. You thrive on understanding why something isn’t working and enjoy turning complex problems into simple, actionable solutions. You’re comfortable speaking directly with customers while also collaborating seamlessly with engineers, product managers, and operations teams. You understand that keeping a customer informed is as vital as resolving the issue itself, especially in a fast‑moving digital environment where priorities shift rapidly.

Career Growth & Development

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Technical Customer Experience Specialist, you can progress to:

• Senior Technical Support Engineer – leading complex investigations and mentoring junior staff.
• Support Process Lead – shaping support workflows, tooling, and customer success strategies.
• Product Support Manager – overseeing cross‑functional support initiatives and driving product improvements.
• Customer Success Director – steering the overall customer experience strategy across all product lines.

We invest in continuous learning through certifications, workshops, and access to industry conferences. Your growth is supported by a culture that values experimentation, knowledge sharing, and professional development.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote teams operate across multiple time zones, yet we maintain a strong sense of community through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Monthly hackathons and knowledge‑sharing sessions.
• Annual virtual retreats and optional in‑person meet‑ups.
• Open‑door communication channels with leadership.

We celebrate diversity and encourage every team member to bring their authentic self to work. Our values of empathy, accountability, and continuous improvement guide every decision we make.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive package that includes:

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Fully subsidised health insurance covering you and your dependants.
• Employer pension contribution.
• 25 days of annual leave, plus public holidays.
• Flexible working hours and remote work options.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to take ownership of customer experiences, solve challenging technical problems, and grow within a dynamic, global team, we’d love to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of digital customer support.