Senior Technical Customer Support Representative – Global Remote – Empowering Clients with Innovative Software Solutions

About brighthush

brighthush is a trailblazing technology company that redefines how businesses collaborate, build, and thrive in the digital age. With a global footprint and a passion for innovation, we empower our customers to unlock the full potential of their projects through our cutting‑edge platform. Our mission is to deliver seamless, intuitive, and transformative solutions that help teams around the world bring their ideas to life.

Why Join brighthush?

At brighthush, we believe that the best ideas come from people who are empowered, supported, and challenged to grow. As a member of our Customer Support organization, you’ll be part of a dynamic, diverse, and fast‑paced environment where your voice matters and your impact is tangible. We invest heavily in your professional development, offering mentorship, training, and clear pathways for advancement—both within the support function and across the entire organization.

Position Overview

We are seeking a highly motivated Technical Customer Support Representative to join our global support team. In this fully remote role, you will be the first line of defense for our customers, providing expert, first‑contact resolutions that enable them to confidently use and champion brighthush’s platform. You will collaborate with cross‑functional teams, leverage internal resources, and maintain a deep understanding of our products, integrations, and business model.

Key Responsibilities

• Deliver Best‑in‑Class Customer Experiences: Manage inbound cases via phone, chat, and email, ensuring timely, accurate, and empathetic responses that help customers achieve their goals.
• Technical Troubleshooting: Diagnose root causes of complex issues, apply systematic problem‑solving techniques, and utilize established knowledge bases to provide effective solutions.
• Product Mastery: Acquire and maintain a thorough understanding of brighthush’s platform, architecture, and integrations, enabling you to educate customers and optimize their usage.
• Performance Excellence: Meet and exceed key performance indicators (KPIs) such as schedule adherence, first‑contact resolution, quality scores, and customer satisfaction metrics.
• Collaboration & Escalation: Partner with subject‑matter experts (SMEs) and internal departments to resolve escalated issues, ensuring seamless handoffs and knowledge transfer.
• Documentation & Data Integrity: Record all interactions accurately in our ticketing system, maintain meticulous logs, and uphold data security and confidentiality standards.
• Culture Champion: Embody brighthush’s values—Openness, Optimism, and Ownership—in every interaction, fostering a positive and inclusive environment for both customers and teammates.

Essential Qualifications

• Fluent English speaker (assessment required).
• Minimum of 1 year of experience in a contact center or technical support environment, or 2+ years of related customer support experience.
• Strong communication skills—clear, optimistic, and professional—across all channels.
• Demonstrated ability to learn quickly, adapt to evolving products, and follow processes with precision.
• Excellent multitasking and self‑management skills, balancing workload while delivering exceptional customer experiences.
• Critical thinking and proactive problem‑solving mindset, with the ability to assess situations and recommend actionable solutions.
• Reliable self‑starter with strong attendance and time‑management habits.
• High School Diploma or GED required.

Preferred Qualifications

• Experience with SaaS platforms or construction technology solutions.
• Knowledge of project management tools and integrations.
• Prior exposure to remote work environments and distributed teams.
• Familiarity with CRM and ticketing systems such as Zendesk or Salesforce.
• Technical background in software development, networking, or IT support.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems.
• Strong analytical and diagnostic abilities.
• Effective communication—both written and verbal—across diverse audiences.
• Collaboration and teamwork, with the ability to build relationships across departments.
• Adaptability to fast‑changing priorities and product updates.
• Attention to detail and commitment to data integrity.
• Resilience under pressure and a positive attitude.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to internal learning platforms, certifications, and workshops.
• Clear promotion paths from Technical Support Representative to Team Lead, Manager, or cross‑functional roles such as Product Management, Engineering, or Sales.
• Participation in innovation challenges and hackathons that allow you to contribute directly to product development.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

Our support organization thrives on:

• Remote flexibility—work from anywhere within 30 miles of Austin, TX.
• A culture of openness, where ideas are welcomed and feedback is constructive.
• Opportunities to collaborate with global teams, gaining exposure to diverse markets.
• Regular virtual team events, knowledge‑sharing sessions, and community initiatives.
• Commitment to work‑life balance, with flexible scheduling and generous time‑off policies.

Compensation & Benefits

brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus and incentive programs.
• Equity compensation opportunities for eligible employees.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

If you thrive in a dynamic, diverse, and fast‑paced environment and are ready to make a real impact on customers worldwide, we want to hear from you. Submit your application through our careers portal and join a team that values innovation, collaboration, and personal growth.