Senior Technical Customer Experience Specialist – Digital Support & Customer Success Excellence

About brighthush and the Digital Experience Revolution

At brighthush, we’re redefining how businesses connect with their customers in the digital age. Our mission is to empower organizations worldwide with cutting‑edge cloud platforms, intuitive SaaS solutions, and unparalleled customer support. As a rapidly expanding international tech company, we thrive on curiosity, collaboration, and a relentless focus on delivering flawless user experiences.

We’re looking for a Technical Customer Experience Specialist who can blend deep technical expertise with a passion for customer advocacy. If you love troubleshooting, enjoy turning complex problems into simple solutions, and thrive in a fast‑moving, cross‑functional environment, brighthush is the place for you.

Key Responsibilities

As a pivotal member of our support ecosystem, you will:

• Serve as the primary point of contact for customers encountering issues with our digital platform, handling inquiries via ticketing systems, email, and live chat.
• Own the end‑to‑end lifecycle of support tickets—from initial receipt through investigation, resolution, and post‑resolution follow‑up.
• Collect, analyze, and document diagnostic data such as logs, screenshots, and system metrics to pinpoint root causes.
• Reproduce reported problems in controlled environments, distinguishing between user error, configuration missteps, connectivity glitches, and software bugs.
• Resolve straightforward issues directly, while escalating more complex cases to engineering, product, or specialist teams with clear, actionable context.
• Maintain meticulous records of investigation steps, findings, and final resolutions within our support platform, ensuring knowledge is captured for future reference.
• Communicate progress transparently to customers, especially when escalations or extended investigations are required.
• Prioritize tickets based on severity, customer impact, and agreed service level agreements (SLAs).
• Monitor outstanding tickets, ensuring timely follow‑up and closure.
• Identify recurring patterns, collaborate with product and engineering to root‑cause and eliminate systemic issues.
• Author and update FAQs, troubleshooting guides, knowledge‑base articles, and other self‑service resources.
• Provide actionable feedback to product and engineering teams, highlighting customer pain points and trend insights.
• Assist with customer onboarding, configuration, and implementation when needed.
• Contribute to continuous improvement of support processes, tooling, reporting, and overall customer experience.

Essential Qualifications

We’re looking for candidates who bring:

• Proven experience in a technical support, service desk, or help‑desk role.
• Strong analytical and problem‑solving skills, with a methodical approach to troubleshooting.
• Comfortable handling of web‑based applications and digital platforms.
• Excellent written and spoken English, with the ability to translate technical jargon into clear, customer‑friendly language.
• Experience with ticketing or customer support systems (e.g., Zendesk, Freshdesk, Intercom).
• Ability to juggle multiple support requests simultaneously while prioritizing effectively.
• Meticulous attention to detail and strong documentation habits.
• Self‑sufficient remote work skills, collaborating seamlessly across time zones and cultures.
• Legal right to work within the European Union.

Desirable Skills & Experience

While not mandatory, the following will give you a competitive edge:

• Familiarity with SaaS or cloud‑based platforms.
• Experience with APIs, RESTful services, and tools like Postman.
• Ability to read and interpret application or system logs.
• Basic SQL or database querying knowledge.
• Understanding of JSON and other common data formats.
• Experience with mobile applications (Android, iOS).
• Knowledge of payment or transaction‑processing systems.
• Exposure to AWS or other cloud environments.
• Proficiency with Jira, Zendesk, Freshdesk, Intercom, or similar platforms.
• Experience with monitoring and diagnostic tools.
• Collaboration with software development or engineering teams.
• Supporting enterprise or B2B customers.

Skills & Competencies for Success

Beyond technical know‑how, we value:

• Customer‑centric mindset: empathy, patience, and a genuine desire to help.
• Strong communication: clear, concise, and tailored to both technical and non‑technical audiences.
• Adaptability: thriving in a dynamic environment where priorities shift rapidly.
• Team collaboration: working effectively with Customer Success, Operations, Product, and Engineering.
• Continuous learning: staying current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions:

• Structured mentorship programs pairing you with senior engineers and product leads.
• Access to internal training courses, certifications, and conference sponsorships.
• Clear progression tracks: from Technical Support Specialist to Senior Specialist, then to Support Lead or Product Owner roles.
• Cross‑functional projects that expose you to product development, engineering, and customer success strategies.
• Regular performance reviews focused on skill development and career aspirations.

Work Environment & Company Culture

brighthush fosters a culture of:

• Inclusivity: a diverse team that values every voice.
• Transparency: open communication channels and shared decision‑making.
• Innovation: a sandbox mentality where experimentation is encouraged.
• Work‑life balance: flexible schedules, remote work options, and a focus on well‑being.
• Community: regular virtual meet‑ups, hackathons, and social events.

Compensation, Perks, and Benefits

While specific figures vary by role and location, we offer:

• Competitive base salary aligned with market standards for technical support roles in the EU.
• Performance‑based bonuses tied to customer satisfaction metrics and support KPIs.
• Fully subsidized health insurance for you and your dependents.
• Employer pension contribution to secure your future.
• 25 days of annual leave, plus public holidays.
• Remote work stipend covering home‑office setup and internet costs.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Annual professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a forward‑thinking team that values technical excellence and customer delight? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

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Why brighthush?

At brighthush, you’ll be part of a mission‑driven organization that’s reshaping the digital landscape. Your work will directly impact thousands of customers worldwide, ensuring they experience seamless, reliable, and delightful interactions with our platform. You’ll grow alongside industry leaders, gain exposure to the latest cloud technologies, and shape the future of customer support.

We believe in empowering our people, celebrating their successes, and fostering an environment where curiosity and innovation thrive. If you’re ready to make a tangible difference, bring your expertise, and grow with us, we can’t wait to hear from you.