Senior Technical Customer Support Specialist – AI‑Powered Governance Platform & First‑Line Service Excellence at brighthush

About brighthush

brighthush stands at the intersection of governance, artificial intelligence, and data science. For more than twenty years, we have empowered over 80,000 directors, executives, and board‑room professionals worldwide with tools that turn complex board processes into actionable insights. Our flagship platform blends real‑time analytics, predictive risk modeling, and a smart board advisor that guides leaders through strategic decisions with confidence and clarity.

Since 2020, we have integrated AI into every layer of our solution, positioning brighthush as a pioneer in AI‑driven governance. In 2024, a leading B2B Enterprise SaaS investor backed our vision, accelerating product innovation and global expansion. Today, our platform is the backbone of high‑stakes boardrooms—from Fortune 500 companies to fast‑growing mid‑market enterprises—delivering measurable improvements in decision quality, risk mitigation, and compliance.

Our team is small, high‑impact, and relentlessly focused on thoughtful, high‑calibre work. We celebrate curiosity, innovation, and remarkable quality, and we believe that ambition and balance can coexist. If you thrive in an environment where every interaction matters and where you can see the tangible impact of your work, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale: Your support work directly influences board effectiveness across the globe, enabling leaders to make better decisions that shape the future of their organizations.
• Cutting‑Edge Technology: Work with AI, data analytics, cloud infrastructure, and a platform that sets industry standards for governance.
• Culture of Growth: Continuous learning, mentorship, and a clear career path that rewards initiative and results.
• Diversity & Inclusion: We celebrate a workforce that reflects a wide range of experiences, backgrounds, and perspectives.
• Competitive Compensation & Perks: Market‑aligned salary, performance bonuses, equity options, comprehensive health benefits, flexible working arrangements, and a generous paid‑time‑off policy.

Key Responsibilities

As a First‑Line Support Specialist, you will be the frontline guardian of the brighthush customer experience. Your day‑to‑day tasks will include, but are not limited to:

• Responding to inbound support tickets, emails, and live chat inquiries from board members, executives, and governance teams.
• Diagnosing and resolving technical issues related to the brighthush platform, including login problems, data sync errors, API integration hiccups, and feature usage questions.
• Escalating complex or high‑priority tickets to Tier 2/3 support or product engineering teams while maintaining clear, empathetic communication with the customer.
• Documenting solutions and updating the internal knowledge base to improve first‑line resolution rates.
• Collaborating with Customer Success, Product, and Engineering to provide feedback on user pain points and feature requests.
• Monitoring service level agreements (SLAs) and ensuring response and resolution times meet or exceed company standards.
• Participating in on‑call rotations to support critical incidents during peak usage periods.
• Conducting post‑incident reviews to identify root causes and recommend process improvements.
• Maintaining a deep understanding of the governance industry, board processes, and regulatory frameworks to provide context‑rich support.
• Contributing to the continuous improvement of support workflows, tools, and customer satisfaction metrics.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in a technical support or customer service role, preferably in SaaS or enterprise software.
• Strong troubleshooting skills with a methodical approach to diagnosing and resolving issues.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and collaboration tools (e.g., Slack, Microsoft Teams).
• Experience working with AI or data‑driven platforms is highly desirable.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.
• High emotional intelligence and a customer‑centric mindset.

Preferred Qualifications

• Experience in the governance, compliance, or legal technology space.
• Knowledge of board‑room processes, governance frameworks (e.g., ISO 37001, COSO), and regulatory requirements.
• Familiarity with cloud platforms (AWS, Azure, GCP) and basic scripting (Python, Bash).
• Certifications such as ITIL, CompTIA A+, or similar are a plus.
• Previous exposure to AI/ML concepts and their application in business contexts.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software environments and troubleshooting technical issues.
• Problem‑Solving: Ability to think critically, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication with customers and internal stakeholders.
• Time Management: Prioritise tasks, meet deadlines, and manage high ticket volumes without compromising quality.
• Collaboration: Work seamlessly with cross‑functional teams—Product, Engineering, Sales, and Customer Success.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Customer‑Obsessed: Passion for delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, professional growth is a partnership between the individual and the organization. As a First‑Line Support Specialist, you will:

• Progress to Tier 2/3 support roles or specialised positions such as Product Support Engineer, Customer Success Manager, or AI Product Specialist.
• Participate in a structured mentorship program that pairs you with senior leaders in product, engineering, and governance.
• Attend internal and external training sessions on AI, data analytics, governance best practices, and advanced customer support techniques.
• Contribute to product roadmaps by sharing insights from customer interactions, thereby influencing the next generation of governance tools.
• Earn performance bonuses and equity options that reward your impact on the company’s success.

Our Culture & Values

brighthush is built on a foundation of values that guide every decision and interaction:

• Kindness & Caring: We celebrate brilliance that comes without egos or sharp elbows, and we win while raising each other up.
• Curiosity & Innovation: Entrepreneurship is in our blood. We’re inquisitive, challenge convention, think big, and move fast.
• Remarkable Quality & Service: We take joy in delighting our clients and pride ourselves on ensuring every interaction is exceptional.

Our commitment to diversity, equity, and inclusion means we welcome applicants from all backgrounds and provide reasonable adjustments throughout the hiring process. We foster an environment where every voice is heard, and every team member can thrive.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive package that includes:

• Base salary aligned with market standards for technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and SLA compliance.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible working hours and a remote‑first policy, with optional on‑site collaboration days.
• Generous paid time off, parental leave, and wellness programs.
• Continuous learning stipend for courses, certifications, and conferences.

Ready to Make an Impact?

If you are passionate about technology, customer success, and the future of governance, brighthush invites you to join our mission. As a First‑Line Support Specialist, you will be the first point of contact for board leaders worldwide, ensuring they can rely on our platform to make informed, data‑driven decisions. Your expertise will help shape the next wave of AI‑powered governance tools and elevate the standard of board effectiveness across industries.

Apply today and become part of a team that values curiosity, kindness, and remarkable quality. Together, we’ll build better businesses and a brighter future.