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About brighthush
brighthush is a forward‑thinking technology company that is redefining how people interact with digital services. Our mission is simple yet powerful: empower users through intuitive, cloud‑based solutions that streamline complex workflows and boost productivity for both businesses and individuals. We are building a platform that blends cutting‑edge AI, seamless integrations, and a user‑centric design philosophy to make everyday tasks effortless.
At brighthush, we believe that technology should serve people, not the other way around. That belief drives our product roadmap, our hiring philosophy, and our commitment to continuous learning. Our team is a vibrant mix of engineers, designers, data scientists, and customer advocates who share a passion for innovation, inclusivity, and relentless curiosity. Whether you’re a seasoned professional or a recent graduate, you’ll find a place to grow, experiment, and make a real impact.
Why Join brighthush?
Exceptional customer support is the cornerstone of any successful product, and at brighthush we treat it as a strategic function rather than a cost center. When you become part of our team, you’ll experience:
- A culture that values empathy, curiosity, and collaboration.
- A fully remote work environment that supports work‑life balance and gives you the freedom to work from anywhere in the United States.
- A competitive compensation package that rewards performance and experience.
- A suite of benefits designed to help you thrive personally and professionally, from health coverage to wellness programs.
- Access to continuous learning resources, mentorship, and career development programs that accelerate your growth.
Key Highlights
- Fully remote, United States‑based role with flexible scheduling.
- Full‑time commitment with a focus on results rather than hours.
- Competitive salary range: USD 60,000 – 70,000 per year, commensurate with experience.
- Generous paid time off, retirement plan, and parental leave.
- Unlimited paid time off (PTO) policy to encourage rest and rejuvenation.
- Professional development stipend for courses, certifications, and conferences.
- Annual company retreats and off‑site events to strengthen team bonds.
Role Overview
As a Customer Support Specialist at brighthush, you will be the first line of communication for our users, ensuring they receive timely, accurate, and compassionate assistance. You will triage support tickets, resolve technical and non‑technical issues, and contribute to the creation of a comprehensive help center that empowers users to solve problems independently.
Beyond day‑to‑day ticket handling, you will play a pivotal role in shaping the customer experience, influencing product improvements, and driving operational excellence. Your work will directly impact user satisfaction, retention, and the overall success of our platform.
Primary Responsibilities
- Ticket Management: Efficiently triage incoming support tickets using Zendesk, prioritize based on severity, and assign to appropriate internal teams. Ensure that every ticket is acknowledged within the first 24 hours.
- Issue Resolution: Diagnose and resolve a wide range of user issues, from account setup to advanced feature usage, ensuring a high first‑contact resolution rate. Escalate complex problems to engineering or product teams when necessary.
- Knowledge Base Development: Create, edit, and maintain help center articles, FAQs, and video tutorials using Notion and other content tools. Continuously update content based on user feedback and new product releases.
- Customer Advocacy: Act as the voice of the customer within cross‑functional teams, providing insights that shape product improvements. Present user pain points and success stories to leadership.
- Process Improvement: Identify recurring support patterns and propose enhancements to streamline workflows and reduce ticket volume. Champion best practices for ticket handling and documentation.
- Collaboration: Work closely with Product, Engineering, and Sales teams to resolve escalated issues and gather feedback. Participate in sprint planning and product demos to stay aligned with upcoming features.
- Metrics & Reporting: Track key performance indicators such as response time, resolution time, and customer satisfaction scores. Present findings to leadership and recommend actions to improve service quality.
- Community Engagement: Participate in user forums, webinars, and community events to build relationships with power users and gather actionable insights.
Essential Qualifications
- B.A./B.S. degree or equivalent professional experience in customer support, client services, or a related field.
- 1–3+ years of proven experience in a customer‑facing role, preferably within a SaaS or technology environment.
- Strong written and verbal communication skills, with the ability to explain complex concepts in simple terms.
- Demonstrated problem‑solving aptitude and a proactive approach to troubleshooting.
- High level of organization and the ability to manage multiple priorities simultaneously.
- Empathy and a genuine passion for helping others succeed.
- Proficiency with Google Workspace, Microsoft Office, Notion, Zendesk, and Zoom.
- Experience with data analysis tools (e.g., Excel, Google Sheets) to track and report on support metrics.
- Basic understanding of web technologies (HTML, CSS, JavaScript) to troubleshoot front‑end issues.
Preferred Qualifications
- Experience working in a remote, distributed team environment.
- Knowledge of the aging and disability services sector or similar regulated industries.
- Familiarity with customer success metrics such as NPS, CSAT, and churn.
- Basic understanding of web technologies (HTML, CSS, JavaScript) to troubleshoot front‑end issues.
- Previous experience creating video tutorials or interactive help content.
- Fluency in additional languages beyond English.
- Experience with CRM or help desk platforms beyond Zendesk, such as Freshdesk or ServiceNow.
Skills & Competencies
To thrive at brighthush, you’ll need a blend of technical proficiency, interpersonal finesse, and a growth mindset. Below are the core competencies that define success in this role:
- Technical Acumen: Comfortable navigating cloud platforms, SaaS applications, and basic troubleshooting.
- Communication: Clear, concise, and empathetic communication across email, chat, and video calls.
- Analytical Thinking: Ability to dissect problems, identify root causes, and propose actionable solutions.
- Customer‑Centric Mindset: A genuine desire to help users achieve their goals and a commitment to delivering outstanding service.
- Collaboration: Strong teamwork skills, with the ability to work cross‑functionally and influence stakeholders.
- Adaptability: Comfortable with rapid change, new tools, and evolving processes.
- Time Management: Efficiently prioritize tasks and manage time in a fast‑paced environment.
- Continuous Learning: Curiosity to stay updated on industry trends, new product features, and emerging support technologies.
Career Growth & Learning Opportunities
At brighthush, we invest in your professional development. As a Customer Support Specialist, you’ll have access to:
- Mentorship programs pairing you with senior leaders in Product, Engineering, and Customer Success.
- Regular training sessions on new product features, industry trends, and advanced support techniques.
- Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Engineer, or Knowledge Base Lead.
- Conferences, webinars, and workshops to broaden your skill set and network with industry peers.
- Annual performance reviews that align your career goals with company objectives.
- Access to an internal learning portal with courses on technical troubleshooting, soft skills, and leadership.
Work Environment & Culture
brighthush fosters a culture of transparency, respect, and continuous improvement. Our remote team collaborates through:
- Daily stand‑ups and weekly syncs to keep everyone aligned.
- Open communication channels via Slack, Teams, and Zoom.
- Inclusive decision‑making processes that value diverse perspectives.
- Regular virtual team‑building events, such as game nights, wellness challenges, and book clubs.
- A commitment to mental health, with resources such as counseling services and flexible work hours.
- Recognition programs that celebrate individual and team achievements.
Compensation & Benefits
We offer a comprehensive benefits package designed to support your well‑being and financial security:
- Competitive salary: USD 60,000 – 70,000 per year, commensurate with experience.
- Health, dental, and vision insurance plans with generous coverage.
- 401(k) retirement plan with company match.
- Unlimited paid time off (PTO) policy to encourage rest and rejuvenation.
- Generous parental leave for new parents and adoptive families.
- Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
- Professional development stipend for courses, certifications, and conferences.
- Annual company retreats and off‑site events to strengthen team bonds.
- Flexible work schedule and remote work stipend.
How to Apply
If you’re passionate about delivering world‑class support, eager to grow in a dynamic tech environment, and ready to make a tangible impact, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Specialist role at brighthush.
Join us in shaping the future of customer experience—apply today and become a vital part of the brighthush team!
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