About brighthush
brighthush is a forward‑thinking, B2B software platform that empowers grant‑making organisations to manage their entire funding lifecycle – from application intake and assessment to award and reporting – with unprecedented speed, transparency and insight. Our customers include research funders, charitable trusts, government bodies and professional institutions that rely on our platform to run thousands of funding programmes every year. By combining deep industry expertise with cutting‑edge technology, brighthush delivers a seamless, end‑to‑end solution that saves time, reduces risk and unlocks new opportunities for both funders and applicants.
As part of a larger, long‑term portfolio of specialist software businesses, brighthush enjoys the stability, shared knowledge and international network of its parent group while maintaining its own distinct culture and market focus. We are a small, fully remote team that values autonomy, creativity and impact. Every team member gets real responsibility early on, and their work is visible to the entire organisation.
Why Join brighthush
At brighthush, you will be at the heart of a company that is redefining how grant‑making organisations operate. You will:
- Work in a collaborative, high‑energy environment that rewards initiative and innovation.
- Be part of a rapid‑growth company that is investing heavily in AI and technology to stay ahead of the curve.
- Gain hands‑on experience with industry‑leading tools such as HubSpot, helpdesk software, and AI‑powered content creation platforms.
- Receive a structured, paid apprenticeship that is 95% government funded, culminating in a Level 3 Digital and AI Support qualification.
- Enjoy a clear career path into permanent roles in customer experience, customer success, or content creation.
Role Overview
The Customer Experience Apprentice is a unique blend of content creation, customer support and proactive engagement. You will be the bridge between our customers and the brighthush platform, ensuring that every user can find the information they need quickly and easily. Your work will directly influence customer satisfaction, adoption rates and ultimately the success of our platform.
Key Responsibilities
1. Training Academy Content
- Record clear, concise screen walkthroughs that demonstrate how to complete the most frequently requested tasks on the brighthush platform.
- Prioritise content based on support history, starting with the top ten most common queries.
- Leverage AI tools to transform recordings into structured scripts, voice‑overs and polished video modules, each focused on a single task.
- Expand the Academy library from onboarding basics to advanced budgeting and analytics features.
- Maintain content relevance by updating or re‑recording modules whenever the platform evolves.
- Contribute to the written knowledge base that underpins both the videos and our AI‑powered support assistant.
2. Customer Support
- Respond to incoming queries via our helpdesk, resolving issues independently where possible and routing more complex tickets to the appropriate specialist.
- Ensure every ticket is logged with a clear resolution, feeding data back into the knowledge base.
- Identify recurring questions and convert them into Academy content or knowledge‑base articles to reduce repeat support.
- Guide customers to self‑service resources and flag gaps where new content is needed.
3. Customer Success & Proactive Experience
- Maintain accurate customer records and health metrics in HubSpot.
- Analyse usage and ticket data to spot low‑adoption accounts, repeated issues or missed engagement opportunities.
- Initiate targeted outreach to customers who are under‑utilising the platform, recommending tailored training.
- Support the renewal process by preparing account context ahead of renewal conversations.
- Fac Apply for this job