Senior Technical Customer Support Specialist – Email Deliverability & Automation Platform Champion – Driving Customer Success, Product Reliability, and Innovation at brighthush (Remote, Full‑Time)

About brighthush

brighthush is a trailblazing SaaS powerhouse that empowers sales and marketing teams to reach their prospects with laser‑focused precision and unwavering reliability. Since 2014, we have pioneered cutting‑edge deliverability technology, including Inbox Rotation™ and Deliverability AI™, to guarantee that every email lands in the inbox, not the spam folder. Our platform is the go‑to solution for businesses that cannot afford to lose leads to deliverability issues. We are a fully remote, high‑growth team that values autonomy, innovation, and a relentless focus on customer success.

Why This Role Is a Game‑Changer

As the Senior Technical Customer Support Specialist, you will be the single point of contact for every customer interaction—from the first hello to the final resolution. You will own the entire support experience, drive product reliability, and provide actionable feedback to engineering and product teams. Your work will directly influence customer satisfaction, product stability, and the future direction of brighthush’s technology.

Key Benefits of Joining brighthush

• Full ownership of the support lifecycle, setting priorities, triaging tickets, and driving resolution.
• Direct influence on product quality—report friction points and opportunities straight to the founder and lead developer.
• Opportunity to shape processes—refine and create support workflows, documentation, and automation.
• Fast‑paced, high‑impact environment—your work directly affects customer satisfaction and product stability.
• Remote flexibility with a global team—collaborate across time zones while maintaining a strong local presence.

Key Responsibilities

Customer Success & Support

• Own the daily support queue in brighthush for all customers, triaging and resolving tickets related to deliverability, DNS configuration, automation, and campaign setup.
• Conduct deep dives into customer accounts via the brighthush Dashboard, reproduce issues, and articulate clear, actionable solutions.
• Maintain a proactive stance on system health: monitor job queues, event‑stream latency, blacklist status, and newly purchased domains.
• Identify and disable fraudulent or abusive accounts, ensuring platform integrity.
• Update help articles and the changelog in real time, reflecting new releases and customer feedback.
• Collect and share customer testimonials, case studies, and NPS insights with the broader team.

Product Reliability & Release Management

• Gatekeep new releases: test fixes and features on staging, confirm readiness, and evaluate impact on existing and new users.
• Document bugs as brighthush issues with reproducible steps, screenshots, Loom videos, and console errors.
• Lead incident response for core feature outages (e.g., email sending, login failures), coordinating alerts on brighthush/Telegram, updating the status page, and conducting post‑mortems.

Process Improvement & Automation

• Enhance the AI support agent: review responses, correct source documentation, and intervene when the AI misleads a customer.
• Write and maintain automated tests that stress staging environments, preventing regressions before they reach production.
• Leverage integrations (brighthush, brighthush, brighthush, etc.) to gain a holistic view of support metrics and identify improvement opportunities.

Team Leadership & Collaboration

• Lead the weekly team meeting in brighthush, presenting issues, to‑dos, and KPI updates.
• Keep the status board and key performance indicators current, ensuring transparency across the organization.
• Collaborate closely with the founder and lead developer, translating customer pain points into actionable product enhancements.

Who You Are

• Empathetic Communicator – You build rapport quickly, both in writing and on calls, and you can convey complex technical details in a clear, friendly manner.
• Self‑Starter – You thrive with minimal guidance, prioritize effectively, and deliver results without hand‑holding.
• Video‑Savvy – You are comfortable on Zoom/Meet calls and creating Loom recordings to explain solutions.
• Reliability Champion – You keep your promises, act with urgency, and continuously seek ways to improve productivity.
• Low‑Ego, Growth Mindset – You welcome feedback, handle disagreements constructively, and remain open to new tools and processes.
• Availability that overlaps with East Coast US and UK time zones, ensuring real‑time support for our primary customer base.

Preferred Experience

• Prior customer‑facing role in tech support or account management.
• Hands‑on knowledge of email deliverability, DNS (DKIM, SPF, DMARC), inbox rotation, and brighthush outreach automation.
• Experience with agency setups, guest seats, and managing client transitions.
• Basic data analysis skills – pulling metrics from brighthush or other MCPs to support decision‑making.
• Proactive in identifying happy customers and soliciting testimonials or case studies.

Tools & Technologies

In this role you’ll work with a suite of modern tools: brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush. Familiarity with any of these will accelerate your onboarding.

Compensation & Benefits

• Full‑time or part‑time contract, with flexible scheduling.
• Competitive monthly salary ranging from $2,500 to $4,000 USD, commensurate with experience and location.
• US‑based hires will work as independent contractors (1099).
• Remote work with a flexible schedule – you can adjust your hours to accommodate personal commitments, with occasional weekend coverage as needed.
• Opportunity to work with a high‑energy, growth‑oriented team that values autonomy and innovation.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As a Senior Technical Customer Support Specialist, you will:

• Gain deep expertise in email deliverability and automation, positioning you as a subject‑matter expert.
• Collaborate closely with engineering and product teams, giving you exposure to product strategy and roadmap planning.
• Lead initiatives that shape support workflows, documentation, and automation, building leadership skills.
• Participate in quarterly hackathons and innovation sprints, fostering creativity and cross‑functional collaboration.
• Access to online courses, certifications, and conference sponsorships to keep your skills sharp.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and a shared commitment to customer success. Our remote culture thrives on:

• Weekly all‑hands meetings where every voice is heard.
• Open channels for feedback and continuous improvement.
• A culture of experimentation—try new ideas, fail fast, and iterate.
• Celebration of wins, both big and small, with shout‑outs and recognition.
• Flexibility to balance work and life, with a focus on results rather than hours.

How to Apply

We’re excited to hear from candidates who are ready to take ownership of customer success and product reliability at brighthush. When you apply, please include the word TRUMP and the tag #RMjYwNDoyZGMwOjEwMToyMDA6OjI4NTA= in your cover letter or application to demonstrate that you read the entire posting. This helps us quickly identify genuine applicants.

Join brighthush Today

If you’re passionate about delivering world‑class support, love diving into technical challenges, and want to shape the future of email deliverability, brighthush is the place for you. Apply now and become a pivotal part of a team that’s redefining how businesses connect with their prospects.