Senior Tier 1 Customer Support Specialist & CRM Operations Lead – Championing Public‑Sector Digital Transformation at brighthush – Remote Kentucky – Accelerate Your Career

About brighthush

brighthush is more than a technology vendor; we are a catalyst for change in the public sector. Our cloud‑native platform transforms how state and local governments manage vehicle titling, registration, and related services. By harnessing data analytics, automation, and user‑centric design, we help agencies cut processing times, reduce administrative overhead, and elevate the experience of the citizens they serve. Our mission is to bring the same level of innovation that powers the private sector to the public service arena, fostering a culture of collaboration, continuous learning, and measurable impact.

When you join brighthush, you become part of a passionate, mission‑driven team that tackles real‑world challenges. We celebrate curiosity, resilience, and a relentless pursuit of excellence. Whether you are a seasoned professional or just starting your career, brighthush provides mentorship, resources, and opportunities to grow into a leader in the public‑sector technology space.

Industry Landscape & Why It Matters

The public‑sector technology market is experiencing rapid transformation. Governments are under increasing pressure to deliver services faster, more transparently, and at lower cost. Digital platforms that streamline vehicle registration, titling, and related processes are becoming essential tools for agencies to meet these demands. As a Tier 1 Customer Support Specialist, you will be at the frontline of this transformation, ensuring that our clients—state agencies, local governments, and other public entities—receive the support they need to serve the public efficiently.

Why brighthush is the Right Choice for Your Career

Working at brighthush means you’ll:

• Be at the forefront of public‑sector digital transformation.
• Collaborate with experts in policy, engineering, and customer experience.
• Contribute to solutions that directly improve the lives of millions of citizens.
• Enjoy a flexible, fully remote work model that respects your personal commitments.
• Benefit from a culture that rewards innovation, accountability, and teamwork.
• Gain exposure to cutting‑edge technology stacks and industry‑leading practices.
• Build a professional network that spans across government, technology, and advocacy sectors.

Role Overview

As a Senior Tier 1 Customer Support Specialist, you will be the first line of support for our clients—state agencies, local governments, and other public entities—ensuring they receive timely, accurate, and friendly assistance. You will handle inquiries via phone, email, and chat, troubleshoot basic issues, and document every interaction in our CRM system. This role is ideal for someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is eager to learn about the intricacies of vehicle titling and registration processes.

Key Responsibilities

• Respond to Customer Inquiries: Provide prompt, courteous, and accurate responses to questions about vehicle titling, registration, and related services.
• Tier 1 Support: Resolve common issues, such as account access problems, data entry errors, and general product usage questions. Escalate complex cases to senior specialists or technical teams.
• Document Interactions: Log all customer contacts in the CRM, ensuring data integrity and compliance with privacy regulations.
• Maintain Knowledge Base: Contribute to and update internal documentation, FAQs, and troubleshooting guides to improve self‑service options.
• Participate in Shift Rotations: Work flexible hours, including nights and weekends, to support our nationwide client base and ensure 24/7 coverage.
• Collaborate Across Teams: Work closely with product, engineering, and sales teams to relay customer feedback and help shape future product enhancements.
• Quality Assurance: Review tickets for completeness, accuracy, and adherence to company standards, providing feedback for continuous improvement.
• Data Analysis: Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and propose actionable insights.
• Training & Onboarding: Mentor new hires on best practices, system navigation, and customer engagement techniques.
• Process Improvement: Identify recurring issues and collaborate with cross‑functional teams to streamline workflows and reduce ticket volume.
• Customer Advocacy: Act as the voice of the customer within brighthush, ensuring that user needs are reflected in product roadmaps and service improvements.
• Compliance & Security: Adhere to data protection standards and internal security protocols when handling sensitive client information.

Essential Qualifications

• High school diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• Minimum of 1 year of customer support experience, preferably in a technical or regulatory environment.
• Strong verbal and written communication skills in English.
• Proficiency with CRM platforms.
• Basic understanding of vehicle titling and registration processes in Kentucky (or willingness to learn).
• Ability to work independently and as part of a distributed team.
• Comfortable handling of variable shifts, including evenings, weekends, and occasional holidays.
• Basic computer literacy and familiarity with office productivity tools.
• Demonstrated ability to manage multiple tasks and prioritize effectively.
• Commitment to delivering high‑quality customer service and continuous improvement.

Preferred Qualifications

• Experience in the public‑sector technology space or with government agencies.
• Knowledge of state regulations and workflows related to vehicle titling and registration.
• Familiarity with data privacy laws (e.g., GDPR, CCPA) and secure data handling practices.
• Multilingual capabilities (Spanish, French, or other languages) to serve a diverse client base.
• Previous exposure to call‑center metrics and performance dashboards.
• Experience with agile project management tools and methodologies.
• Certifications in customer service, CRM administration, or related fields.
• Experience with data visualization tools such as Power BI or Tableau.
• Background in quality assurance or process improvement initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Technical Aptitude: Comfortable navigating multiple software tools, troubleshooting basic technical problems, and learning new systems rapidly.
• Time Management: Prioritize tasks, manage multiple inquiries simultaneously, and meet response time targets.
• Collaboration: Work effectively with cross‑functional teams, share insights, and contribute to continuous improvement.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Attention to Detail: Ensure accuracy in data entry, documentation, and compliance with regulatory standards.
• Communication: Convey complex information clearly and concisely to both technical and non‑technical stakeholders.
• Empathy: Understand and respond to the needs and frustrations of public‑sector clients.
• Analytical Thinking: Use data to identify trends, diagnose root causes, and recommend improvements.
• Learning Agility: Quickly absorb new knowledge and apply it to real‑world scenarios.

Career Growth & Learning Opportunities

At brighthush, we believe that career development is a partnership. As a Customer Care Specialist I, you will have access to:

• Structured Onboarding: Comprehensive training modules covering product knowledge, compliance, and customer service best practices.
• Mentorship Programs: Pairing with senior specialists and product managers to guide your professional growth.
• Skill‑Building Workshops: Regular sessions on advanced CRM usage, data analytics, and public‑sector regulations.
• Career Pathways: Opportunities to transition into Tier 2 support, technical account management, product support, or even product development roles.
• Leadership Development: Participation in leadership training and project management courses for those aspiring to managerial positions.
• Innovation Labs: Involvement in cross‑departmental projects that drive product enhancements and process improvements.
• Continuous Learning: Access to an online learning portal with courses, certifications, and industry conferences.
• Recognition & Rewards: Quarterly awards for outstanding customer service, innovation, and teamwork.
• Career Coaching: One‑on‑one sessions with HR to map out your career trajectory and set measurable goals.
• Cross‑Functional Projects: Rotational assignments that expose you to engineering, product, and policy teams.

Work Environment & Company Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Working remotely from Kentucky, you’ll enjoy:

• Flexible work hours that respect your personal commitments.
• A collaborative virtual environment with daily stand‑ups, weekly team huddles, and open communication channels.
• Access to a digital resource hub, including knowledge bases, video tutorials, and community forums.
• Regular virtual social events, such as game nights, wellness challenges, and holiday celebrations.
• A commitment to work‑life balance, with generous paid time off and a supportive approach to mental health.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.
• Inclusive hiring practices that value diverse perspectives and backgrounds.
• Annual “Innovation Day” where teams pitch new ideas that could shape the future of public‑sector technology.
• Transparent communication from leadership, ensuring everyone understands the company’s vision and goals.
• Opportunities to contribute to community outreach and public‑service initiatives.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for entry‑level customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Tuition reimbursement for courses related to your role or career advancement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Flexible spending accounts for healthcare and dependent care.
• Technology stipend to support a productive home‑office setup.
• Annual stipend for professional development conferences and certifications.
• Employee stock purchase plan to share in the company’s growth.
• Regular team‑building retreats and off‑site workshops.

How to Apply

Ready to make a difference in the public‑sector technology space? Submit your application through our career portal by clicking the link below. We look forward to learning how your skills and passion align with brighthush’s mission to innovate government services.

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Join brighthush – Where Innovation Meets Public Service

At brighthush, we’re redefining how government agencies interact with technology. As a Customer Care Specialist I, you’ll be at the forefront of this transformation, ensuring our clients receive the support they need to serve the public efficiently. If you’re driven by curiosity, dedicated to customer success, and eager to grow in a dynamic, remote environment, we want to hear from you.

Take the next step in your career—apply today and help us build brighter, smarter solutions for the public sector.

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