Senior Technical Customer Support Specialist – Remote – Drive Customer Success at brighthush

About brighthush

brighthush is a forward‑thinking SaaS powerhouse that transforms how businesses manage their digital assets. With a portfolio that spans cloud‑based collaboration tools, AI‑enhanced analytics, and mobile‑first productivity apps, we empower organizations worldwide to work smarter, faster, and more securely. Our mission is simple: to make technology work for people, not the other way around. As a remote‑first company, we celebrate flexibility, diversity, and a culture of continuous learning. If you thrive in a fast‑paced, customer‑centric environment and want to help shape the future of digital work, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the experience of thousands of users across multiple industries.
• Career Growth: We invest heavily in professional development—internal training, mentorship, and clear promotion pathways.
• Remote Flexibility: Work from anywhere while staying connected with a vibrant, global team.
• Competitive Compensation: Market‑aligned base salary plus performance bonuses, equity, and comprehensive benefits.
• Culture of Innovation: We encourage experimentation, celebrate failures as learning opportunities, and reward creative problem‑solving.

Key Responsibilities

As a Technical Customer Support Specialist, you will be the frontline advocate for our customers, ensuring their success and satisfaction with every interaction. Your day‑to‑day duties will include:

• Responding to customer inquiries via email, chat, and voice (Google Meet) with empathy, clarity, and speed.
• Maintaining Service Level Agreements (SLAs) by prioritizing tickets, escalating when necessary, and tracking resolution times.
• Collaborating with cross‑functional teams—Product, Engineering, QA, and Sales—to diagnose complex issues and deliver timely fixes.
• Providing customers with transparent updates on ticket status, expected resolution windows, and next steps.
• Ensuring confidentiality of sensitive customer data in compliance with GDPR, CCPA, and internal policies.
• Analyzing support trends to identify recurring problems and recommend process or product improvements.
• Contributing to the knowledge base by documenting common issues, troubleshooting steps, and best practices.
• Actively participating in continuous improvement initiatives—retrospectives, root‑cause analyses, and quality audits.
• Staying current on new product releases, feature updates, and industry best practices to provide informed guidance.
• Driving customer retention and acquisition by turning support interactions into opportunities for upsell and advocacy.

Essential Qualifications

• 1–3 years of experience in technical support or customer success roles, preferably within an IT or SaaS company.
• Proficiency with customer service software (e.g., Zendesk, Freshdesk), CRM systems (e.g., Salesforce, HubSpot), and remote collaboration tools (e.g., Slack, Teams).
• Strong understanding of SaaS products, mobile app development, and web development ecosystems.
• Excellent written and verbal communication skills, with the ability to translate technical jargon into customer‑friendly language.
• Demonstrated problem‑solving aptitude and a methodical approach to troubleshooting.
• High attention to detail, organizational skills, and a commitment to delivering quality support.
• Positive, proactive attitude and a genuine passion for customer advocacy.

Preferred Qualifications

• Experience with API integration support and basic scripting (e.g., Python, Bash).
• Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Previous exposure to agile development cycles and sprint planning.
• Multilingual capabilities or experience working with international customers.
• Certifications in ITIL, CompTIA A+, or similar support frameworks.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a drive to exceed expectations.
• Technical Aptitude: Ability to quickly grasp new technologies and troubleshoot complex issues.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication.
• Analytical Thinking: Data‑driven decision making and root‑cause analysis.
• Collaboration & Teamwork: Seamless coordination with engineering, product, and sales teams.
• Adaptability: Thrives in a fast‑changing environment and embraces continuous learning.
• Time Management: Prioritizes tasks effectively while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Technical Customer Support Specialist, you will:

• Progress to Senior Support Engineer or Customer Success Manager roles within 12–18 months.
• Participate in internal training programs covering advanced troubleshooting, product architecture, and leadership skills.
• Attend industry conferences, webinars, and workshops—both virtual and in‑person—to stay ahead of emerging trends.
• Engage in cross‑departmental projects that influence product roadmap and customer experience initiatives.
• Earn equity awards and performance bonuses that reward your impact on company success.

Work Environment & Culture

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible working hours that respect your personal rhythm.
• Regular virtual team huddles and all‑hands meetings to keep everyone aligned.
• A well‑being program that includes mental health resources, virtual fitness classes, and mindfulness sessions.
• A diversity & inclusion initiative that celebrates varied perspectives and fosters belonging.
• Access to a global network of peers through internal Slack channels, knowledge sharing sessions, and mentorship programs.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Equity participation to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work arrangements and a fully remote setup.

How to Apply

Ready to make a tangible impact on customer success and grow your career in a dynamic, remote environment? Send your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to hear how your skills and passion align with our mission to empower businesses worldwide.

Join brighthush Today

At brighthush, we’re not just building products—we’re building relationships, trust, and a brighter future for our customers. If you’re a motivated, tech‑savvy support professional who loves turning challenges into opportunities, we want you on our team. Apply now and help shape the next chapter of digital work.