Senior Technical Customer Support Specialist – Advanced Troubleshooting & Client Success Leadership in SaaS – Remote Full‑Time (Mon‑Fri 11 AM‑8 PM EST) – brighthush

About brighthush

brighthush is at the forefront of transforming the wholesale vehicle remarketing ecosystem. By fusing a state‑of‑the‑art digital marketplace with real‑time data analytics, we empower dealers, manufacturers, and logistics partners to buy and sell used vehicles faster, more transparently, and with higher profitability than ever before. In an industry where speed, accuracy, and trust are paramount, brighthush delivers a seamless experience that redefines the entire automotive supply chain.

Our culture is built on curiosity, ownership, and collaboration. Every team member is encouraged to experiment boldly, take initiative, and work cross‑functionally to shape the future of automotive technology. Whether you’re troubleshooting a complex technical issue or architecting a new feature, your work directly impacts thousands of customers worldwide.

Why Join brighthush?

• Impactful Work – Your support will directly influence the success of thousands of customers, driving tangible business outcomes.
• Growth Opportunities – We champion internal mobility, offering clear pathways from support to product, engineering, and leadership roles.
• Learning Culture – Access to on‑the‑job training, mentorship, and tuition reimbursement for relevant programs.
• Inclusive Environment – A diverse, collaborative workplace where every voice is heard and valued.
• Competitive Compensation – Hourly pay ranging from $17.00 to $19.00, complemented by a comprehensive benefits package.

Role Overview

As a Senior Technical Customer Support Specialist at brighthush, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and empathetic assistance. You will troubleshoot complex technical issues, guide users through best practices, and collaborate with cross‑functional teams to continuously improve our platform. Your technical acumen, combined with a passion for customer success, will help us maintain our reputation as the most reliable and user‑friendly wholesale marketplace.

Key Responsibilities

• Technical Troubleshooting – Diagnose and resolve software, hardware, and network issues reported by customers, using diagnostic tools, logs, and knowledge bases.
• Customer Coaching – Educate users on platform features, workflows, and best practices through live chat, phone, and email, turning complex concepts into simple, actionable steps.
• Issue Escalation – Identify complex problems that require deeper technical expertise and coordinate with engineering or product teams to ensure rapid resolution.
• Documentation – Record all interactions, solutions, and workarounds in our CRM, building a living knowledge base that benefits the entire support organization.
• Process Improvement – Proactively spot patterns in support tickets and recommend enhancements to product design or user experience, driving continuous improvement.
• Training Development – Serve as a subject matter expert for creating and updating training materials for new hires and existing staff, ensuring knowledge consistency.
• Performance Metrics – Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and ticket volume targets.
• Collaboration – Work closely with the Customer Service Manager, product managers, and engineering to align on priorities and share insights.

Essential Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• Minimum of 2 years in a customer service or contact center environment, preferably in a technical or SaaS context.
• Strong understanding of automotive industry terminology and processes.
• Experience troubleshooting hardware, software, and network issues.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Demonstrated analytical and problem‑solving abilities, with a creative approach to resolving challenges.
• Proficiency with CRM systems and collaboration tools.

Preferred Qualifications

• Hands‑on experience with brighthush or similar ticketing platforms.
• Knowledge of web crawling or search technologies.
• Familiarity with state, local, and federal regulations affecting wholesale vehicle transactions.
• Experience handling VIP or high‑profile clients, with a focus on phone etiquette, empathy, and active listening.
• Willingness to engage in continuous learning, receive feedback, and manage multiple priorities simultaneously.

Skills & Competencies

• Customer‑Obsessed Mindset – Always prioritizing the customer’s needs and satisfaction.
• Organizational Excellence – Managing tasks, information, and resources efficiently.
• Tech Savvy – Navigating digital tools and emerging technologies with ease.
• Analytical Thinking – Using data to drive decisions and identify root causes.
• Communication – Clear, concise, and persuasive in both written and verbal formats.
• Collaboration – Working effectively across teams and departments.
• Adaptability – Thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Technical Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior leaders across product, engineering, and operations.
• Cross‑functional projects that expose you to product development, data analytics, and sales, broadening your skill set.
• Annual tuition reimbursement for courses that align with your career goals, whether it’s a certification in cloud technologies or a master’s in data science.
• Regular internal workshops and hackathons focused on innovation and process improvement, giving you a platform to showcase your ideas.
• Clear promotion tracks that reward performance, initiative, and leadership potential, with opportunities to move into senior support, product management, or engineering roles.

Work Environment & Company Culture

Our workplace is a blend of collaborative teamwork and autonomous ownership. You’ll find:

• Open communication channels, including weekly town halls and real‑time community forums.
• A flexible, results‑oriented approach that respects work‑life balance, with remote work options and flexible scheduling.
• Annual volunteer days where employees can give back to their communities, reinforcing our commitment to social responsibility.
• A culture that celebrates curiosity, smart risk‑taking, and fearless ownership, encouraging you to innovate and experiment.
• Regular social events, both virtual and in‑person, that foster camaraderie across departments and build lasting relationships.

Compensation & Benefits

• Hourly Pay – $17.00 to $19.00, commensurate with experience.
• Health & Wellness – Comprehensive medical, dental, and vision plans with employer HSA contributions (US) and FSA options.
• Retirement Savings – Immediately vested 401(k) (US) or RRSP (Canada) with company match.
• Paid Time Off – Generous vacation, personal, and sick leave, plus paid maternity and paternity leave (US).
• Insurance & Protection – Employer‑paid short‑term disability, long‑term disability, life insurance, and AD&D (US).
• Employee Assistance Program – Robust support for mental health and well‑being.
• Professional Development – Tuition reimbursement, on‑the‑job training, and access to industry conferences.
• Volunteer Opportunities – Employer‑paid Leap into Service Day to give back to the community.

How to Apply

Ready to make a difference? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to This Job

Closing Statement

At brighthush, we’re building the future of wholesale vehicle remarketing, and we need passionate, customer‑centric professionals to join our mission. If you thrive in a fast‑moving, data‑driven environment and are eager to help customers succeed, we want to hear from you. Apply today and become part of a team that values curiosity, ownership, and continuous improvement.