Senior Technical Customer Success Specialist – EMEA (Arabic & English) – AI‑Powered Messaging & SaaS Solutions – Strategic Leader in Customer Success, Product Innovation, and Global Impact at brighthush

About brighthush

brighthush is more than a technology provider; it is a global movement that is reshaping how businesses converse with their customers in the digital era. Since our inception in 2017, we have engineered an AI‑powered messaging platform that unifies chat, voice, video, and email into a single, intelligent workspace. Our solution empowers thousands of organizations across more than 127 countries to streamline customer conversations, automate workflows, and deliver hyper‑personalized experiences at scale.

Recognized by industry leaders and consistently named a top performer in the customer communication space, brighthush’s mission is simple yet powerful: enable fast‑growing businesses to capture, convert, and retain customers with ease, while making every interaction smarter, faster, and more human.

At brighthush, speed, clarity, and customer‑centricity are not buzzwords—they are the foundation of everything we do. We thrive on solving real problems, focusing on high‑impact actions, and fostering a culture of open communication and mutual support. Our distributed team brings together diverse perspectives and a shared passion for innovation, keeping us ahead of the curve in a rapidly evolving industry.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you’re not just taking a job—you’re stepping into a community of innovators, problem‑solvers, and customer‑advocates who are shaping the future of AI‑driven messaging. Here’s what makes us stand out:

• Impactful Work: Your support will directly influence customer satisfaction, product adoption, and the overall success of our platform.
• Global Reach: Work with clients from every continent, gaining exposure to a wide range of industries and business challenges.
• Career Mobility: From technical support to product management, you can explore multiple career paths within a fast‑moving organization.
• Inclusive Culture: We celebrate diversity, encourage collaboration, and provide a safe space for ideas to flourish.
• Competitive Compensation & Perks: We offer a market‑competitive salary, flexible working arrangements, and a comprehensive benefits package.

Role Overview

As a Senior Technical Customer Success Specialist for the EMEA region, you will be the primary point of contact for Arabic‑speaking customers seeking technical assistance. Leveraging deep product knowledge, analytical thinking, and empathy, you will resolve complex issues, guide users through best practices, and advocate for continuous improvement across the organization.

Key Responsibilities

• Customer Interaction: Deliver high‑quality, timely support to Arabic‑speaking customers via chat, video calls, and email, ensuring a consistent and professional experience.
• Technical Troubleshooting: Diagnose and resolve complex technical issues related to API integrations, messaging protocols, and AI‑driven features such as Agentic AI.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Sales to address escalated tickets and share actionable customer feedback.
• Knowledge Management: Create and maintain comprehensive knowledge base articles, FAQs, and self‑service guides that empower customers.
• Process Improvement: Identify recurring pain points, propose enhancements, and collaborate with product teams to implement solutions.
• On‑Call Support: Participate in on‑call rotations to provide 24/7 coverage for critical incidents and high‑priority customers.
• Performance Tracking: Monitor and report on key metrics such as ticket resolution time, CSAT scores, and first‑contact resolution rates.
• Brand Representation: Embody brighthush’s values of empathy, ownership, and direct communication in every customer interaction.

Essential Qualifications

• Minimum of 2 years’ experience in a technical customer support role, preferably within SaaS or IT environments.
• Fluent in Arabic (both written and spoken) and English, with strong written communication skills in both languages.
• Proven ability to explain complex technical concepts clearly to non‑technical stakeholders.
• Experience troubleshooting API integrations, messaging APIs (e.g., brighthush Business API), or AI‑driven customer support solutions.
• High emotional intelligence and a genuine passion for helping customers succeed.
• Strong analytical skills, with the ability to dig deep into root causes and propose actionable solutions.
• Comfortable working in a fixed shift schedule, with flexibility to accommodate time‑zone overlaps.
• Team‑oriented mindset and a “thirst for more” attitude—always eager to learn, improve, and take on new challenges.

Preferred Qualifications

• Experience with brighthush’s platform or similar AI‑powered messaging solutions.
• Knowledge of scripting languages (Python, JavaScript) or familiarity with RESTful APIs.
• Previous involvement in product feedback loops or beta testing new features.
• Certifications in customer support, ITIL, or related fields.

Core Competencies & Skills

• Technical Proficiency: Comfortable navigating complex systems, debugging code snippets, and interpreting logs.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Structured approach to diagnosing issues, with a focus on root‑cause analysis.
• Collaboration: Ability to work seamlessly with engineering, product, and marketing teams.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new features and processes.
• Customer‑Centricity: Deep commitment to delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Technical Customer Success Specialist, you can:

• Progress to a Lead Support Engineer role, overseeing a team of specialists and shaping support strategy.
• Transition into Product Management, leveraging your frontline insights to influence roadmap decisions.
• Explore opportunities in Engineering or Data Science, building on your technical foundation.
• Participate in internal mentorship programs, leadership workshops, and cross‑departmental projects.
• Attend industry conferences, webinars, and training sessions—fully reimbursed by brighthush.

Work Environment & Culture

Our distributed model means you can work from anywhere, but we also value in‑person collaboration. We host:

• Virtual team building events—talent shows, game nights, and creative workshops—to keep the spirit alive.
• Quarterly global summits (when safe) to align on vision, celebrate wins, and brainstorm new ideas.
• Open‑door leadership channels, where feedback flows freely and decisions are transparent.
• A culture that celebrates human connections, trust, and mutual support—because great work happens when people feel valued.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers:

• Competitive base salary aligned with market standards for senior support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans.
• Flexible working hours and a fully remote or hybrid work model.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee stock option plan (ESOP) to share in the company’s long‑term success.

How to Apply

If you’re ready to bring your technical expertise, passion for customer success, and Arabic fluency to a dynamic, AI‑driven platform, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can make a lasting impact at brighthush.

We look forward to welcoming you to our team of innovators, problem‑solvers, and customer‑advocates.