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About brighthush
brighthush is a trailblazing SaaS platform that empowers nonprofit organizations to amplify their impact through streamlined fundraising, donor management, and payment solutions. Since our inception in 2014, we have partnered with over 100,000 global nonprofits, helping them secure nearly $3 B in donations. Our mission is simple yet profound: to accelerate positive change worldwide by providing nonprofits with the tools they need to thrive in a digital age.
We are a fully distributed, diverse team of 150+ professionals spread across 16+ U.S. states and 23+ countries. Our culture is built on transparency, collaboration, and a relentless focus on customer success. As a bootstrapped, profitable company, we invest heavily in our people, offering continuous learning opportunities, mentorship, and a clear path to career advancement.
The Role
As a Customer Support Specialist on our Customer Success & Intelligence (CSI) team, you will be the frontline advocate for our users. Your technical acumen and passion for service excellence will help us maintain our reputation as the #1 software for fundraising and donor management. You will handle complex queries, troubleshoot technical issues, and contribute to product improvement through customer feedback.
Key Responsibilities
- Ticket Management: Respond to email support tickets within SLA, providing clear, concise, and actionable solutions.
- Issue Investigation: Diagnose and resolve technical problems, escalating to the Support Development team when necessary.
- Bug Identification: Collaborate with developers to identify, document, and track bugs, ensuring timely resolution.
- Knowledge Base Maintenance: Update and expand our Zendesk knowledge base, creating user-friendly guides and FAQs.
- Product Guidance: Offer best‑practice recommendations and onboarding support to help customers maximize platform value.
- Customer Feedback Loop: Monitor user sentiment, gather insights, and propose enhancements to improve the overall experience.
- Metrics & Reporting: Track support KPIs, generate weekly reports, and identify trends for continuous improvement.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing to relay customer insights and influence roadmap decisions.
Essential Qualifications & Experience
- Ticketing Expertise: Proven experience using support platforms such as Zendesk, Freshdesk, or similar.
- Analytical Mindset: Strong problem‑solving skills with the ability to dissect complex technical issues.
- Communication Excellence: Exceptional written and verbal English communication; ability to explain technical concepts in simple terms.
- SaaS Background: Prior experience in a SaaS customer support role, preferably in fintech or nonprofit technology.
- Technical Proficiency: Comfortable navigating web applications, understanding API integrations, and troubleshooting browser or payment gateway issues.
- Empathy & Patience: A genuine desire to help users succeed and a calm demeanor under pressure.
Preferred Qualifications
- Experience with donor management or fundraising software.
- Knowledge of payment processing systems (Stripe, PayPal, etc.).
- Familiarity with data privacy regulations (GDPR, CCPA).
- Multilingual abilities, especially Spanish or Portuguese.
- Previous involvement in product beta testing or user research.
Skills & Competencies
- Technical troubleshooting and root‑cause analysis.
- Customer‑centric mindset with a focus on delight.
- Time management and prioritization in a fast‑paced environment.
- Collaboration across remote teams and time zones.
- Adaptability to evolving product features and market needs.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. As a Customer Support Specialist, you will have the chance to:
- Progress to a Senior Support Engineer or Product Specialist role.
- Lead knowledge‑base projects or customer success initiatives.
- Participate in cross‑functional hackathons and product sprints.
- Access to a curated learning library, including courses on customer success, SaaS operations, and nonprofit technology.
- Mentorship from senior leaders and peers across the organization.
Work Environment & Culture
Our remote-first culture means you can work from anywhere in Latin America—El Salvador, Mexico, Brazil, or Colombia—while staying connected through daily stand‑ups, weekly all‑hands, and informal virtual coffee chats. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team enjoys flexible hours, a generous paid time off policy, and a supportive environment that values work‑life balance.
Compensation, Perks, & Benefits
- Competitive Salary: $923.09 bi‑weekly (equivalent to a competitive annual package in the region).
- Health & Wellness: Remote health stipend, mental health resources, and access to wellness apps.
- Professional Development: Annual learning budget, conference sponsorships, and internal training programs.
- Equity & Bonuses: Eligibility for company equity and performance‑based bonuses.
- Flexible Work: Fully remote with optional co‑working spaces in major cities.
- Community & Impact: Opportunities to contribute to nonprofit causes through volunteer days and partnership initiatives.
How to Apply
Ready to join a mission‑driven team that’s redefining nonprofit technology? Click the link below to submit your application, complete a brief assignment, and embark on a journey of growth and impact at brighthush.
We’re Excited to Hear From You!
If you’re passionate about delivering stellar customer experiences, thrive in a technical environment, and want to make a real difference for nonprofits worldwide, we want to hear from you. Apply today and let’s build a brighter future together at brighthush.
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