Senior Technical Customer Support Specialist – AI‑Powered Legal‑Tech Troubleshooting & Client Success Champion – Remote Cloud‑Native Solutions Leader at brighthush – Accelerating Legal Automation & Digital Transformation Worldwide

Welcome to brighthush: Pioneering the Future of Legal Technology

In an era where law firms are redefining client service, technology is no longer a luxury—it's the engine that drives efficiency, accuracy, and compassion. At brighthush, we are at the forefront of this revolution, delivering a cloud‑native, AI‑powered platform that transforms case management, automates document workflows, and connects legal professionals with clients and colleagues worldwide—all while safeguarding the highest standards of security and compliance.

Our mission is simple yet profound: empower every legal professional to deliver faster, more accurate, and more compassionate services. Behind every feature, every update, and every support ticket lies an unwavering commitment to customer excellence. That commitment is the heartbeat of brighthush and the reason our clients trust us to keep their practice running smoothly.

Why Join brighthush?

Technology is only transformative when paired with people who understand its potential. At brighthush, we cultivate a culture of transparency, continuous learning, and shared excellence. As a remote‑first organization, we champion flexibility while nurturing a strong sense of community. Weekly virtual huddles, hackathons, and cross‑functional brainstorming sessions create an environment where ideas flourish and every voice is heard. If you want to work in a place where your expertise is celebrated, your growth is accelerated, and your impact is tangible, brighthush is the place for you.

What Makes Us Stand Out

• Industry‑leading AI features that reduce manual effort by up to 70%
• Zero‑downtime, globally distributed architecture that guarantees 99.99% uptime
• Data‑centric approach to product development, powered by real‑time customer feedback
• Commitment to data privacy and compliance with GDPR, CCPA, HIPAA, and more
• Inclusive, diverse workforce that values every perspective
• Strong partnership with leading legal associations and tech innovators
• Dynamic product roadmap that adapts to the evolving needs of legal professionals
• Recognition programs that celebrate both individual and team achievements

Role Overview

We’re looking for a Senior Technical Customer Support Specialist who will become the frontline advocate for our clients. In this role, you will blend deep technical knowledge with a customer‑centric mindset to provide proactive guidance, swift issue resolution, and actionable insights that drive client success. Your expertise will shape the way our customers experience the brighthush platform, turning challenges into opportunities for growth and satisfaction.

What You'll Do Every Day

• Respond to high‑volume, multi‑channel support requests (phone, email, chat, and ticketing system) with a focus on speed and accuracy.
• Guide clients through complex troubleshooting steps, ensuring clear, step‑by‑step instructions that empower them to solve problems independently.
• Document all interactions in our CRM, maintaining a clean, searchable knowledge base that future teammates can rely on.
• Collaborate with engineering to reproduce bugs, provide detailed logs, and track resolution progress.
• Analyze support metrics (first‑time resolution, CSAT, NPS) to identify trends and recommend process improvements.
• Act as a liaison between clients and product teams, translating user pain points into actionable product enhancements.
• Mentor junior support staff, sharing best practices and fostering a culture of continuous learning.
• Participate in quarterly product demos, beta testing, and user research sessions to stay ahead of market trends.
• Contribute to the creation and refinement of support documentation, ensuring it reflects the latest product updates and best practices.
• Engage with the broader community by representing brighthush at industry events, webinars, and user groups.

Key Responsibilities

• Client Advocacy & Enablement: Build and maintain a comprehensive knowledge base of brighthush’s legal‑tech solutions. Stay ahead of new releases, translate complex features into clear, actionable guidance, and empower law firms to maximize platform value.
• Systems & Tool Utilization: Master our suite of customer success tools—including our CRM, communication platforms, and proprietary dashboards—to log interactions, track tickets, and maintain accurate client records. Leverage data to identify trends and recommend process improvements.
• Technical Issue Resolution: Diagnose and resolve software issues across multiple channels (phone, email, chat). Guide clients through troubleshooting steps, provide clear, step‑by‑step instructions, and, when necessary, elevate complex problems to engineering with detailed, reproducible bug reports.
• Feedback & Performance: Act as the voice of the customer by collecting feedback, identifying pain points, and contributing to quarterly performance reviews that shape product roadmap and service improvements. Translate client insights into actionable product enhancements.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales teams to relay client insights, influence feature development, and ensure a seamless handoff of new releases. Serve as a liaison between technical teams and end users.
• Process Improvement: Continuously evaluate support workflows, suggest automation opportunities, and help refine knowledge base content to reduce average handling time and increase customer satisfaction scores.
• Mentorship & Team Leadership: Mentor junior support staff, share best practices, and contribute to a culture of knowledge sharing and continuous improvement.
• Community Engagement: Represent brighthush at industry conferences, webinars, and local meet‑ups to gather insights and promote our solutions.

Essential Qualifications

• 2–4 years of customer support experience in a technical environment, handling phone, email, and chat interactions.
• Proficiency with CRM platforms and customer success tools, with a proven track record of maintaining clean, accurate data.
• Strong computer literacy and the ability to quickly learn new software, websites, and productivity suites.
• Excellent verbal and written communication skills, with a knack for simplifying complex concepts for non‑technical audiences.
• Demonstrated empathy, patience, and a solution‑oriented mindset when dealing with diverse client needs.
• Experience in a remote work setting, comfortable with asynchronous communication and self‑management.
• Strong analytical skills, with the ability to interpret data and use it to drive decisions.
• Basic understanding of legal terminology and workflow processes is a plus.

Preferred Qualifications

• Background or interest in the legal services industry, with an understanding of the unique challenges faced by law firms.
• Experience with enterprise‑grade customer success systems and advanced reporting tools.
• Knowledge of data privacy regulations relevant to legal tech (e.g., GDPR, CCPA, HIPAA).
• Previous involvement in product beta testing or user research initiatives.
• Experience with scripting or automation tools to streamline support workflows.
• Certifications in cloud technologies, customer success, or legal tech are a plus.
• Fluency in additional languages (e.g., Spanish, French) to support a global client base.

Skills & Competencies

• Technical Troubleshooting: Ability to diagnose and resolve software issues with high accuracy and speed.
• Analytical Thinking: Strong problem‑solving skills and a data‑driven approach to performance metrics.
• Time Management: Efficiently juggle multiple tickets while maintaining a high level of service quality.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and sales teams.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning challenges into opportunities.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment and quickly pivot to new priorities.
• Communication: Clear, concise, and empathetic communication across all channels.
• Leadership: Ability to mentor and inspire junior team members.
• Continuous Learning: Eagerness to stay updated on emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We provide a structured pathway for growth, ensuring you have the resources and support to advance your career.

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new product features, industry trends, and advanced support techniques.
• Opportunities to transition into specialized roles such as Technical Account Manager, Product Support Engineer, or Customer Success Manager.
• Participation in cross‑departmental projects that influence product strategy and market positioning.
• Annual performance reviews that align your career goals with brighthush’s growth trajectory.
• Access to a curated library of industry publications, webinars, and conferences.
• Encouragement to pursue certifications in cloud technologies, customer success, or legal tech.
• Leadership development workshops and coaching sessions.
• Clear promotion criteria and transparent career ladder for senior support roles.

Work Environment & Culture

brighthush thrives on a culture of openness, innovation, and mutual respect. Our remote‑first model means you can work from anywhere in the United States, provided you are within the PST or MST time zones. We provide:

• High‑speed internet stipends and ergonomic equipment allowances to create a comfortable home office.
• Monthly virtual team‑building events and quarterly in‑person retreats to strengthen bonds.
• A transparent communication framework that encourages feedback and continuous improvement.
• Access to a vibrant community of legal‑tech professionals and thought leaders.
• Flexible work hours and unlimited paid time off to support work‑life balance.
• Regular “innovation days” where teams can experiment with new tools or processes.
• Peer recognition programs that celebrate achievements and milestones.
• Inclusive hiring practices that value diversity in all its forms.
• Annual hackathon focused on building new features or improving existing workflows.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for remote technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution rates.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work hours.
• Professional development budget for conferences, certifications, and courses.
• Employee wellness program, including mental health resources and fitness stipends.
• Annual company‑wide retreat and quarterly virtual social events.
• Stock‑option or equity participation plan for long‑term growth.
• Comprehensive relocation assistance for qualified candidates.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced tech environment, and want to make a tangible impact on the legal industry, we would love to hear from you. Submit your application through the link below and join brighthush in shaping the future of legal technology.