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Welcome to brighthush – Where Grant‑Making Meets Innovation
At brighthush, we’re not just building software; we’re redefining the future of grant‑making. Our cloud‑native platform empowers research funders, charitable trusts, government agencies, and professional institutions to manage the entire funding lifecycle with speed, transparency, and insight. By marrying deep industry expertise with cutting‑edge technology, we deliver an end‑to‑end solution that saves time, reduces risk, and unlocks new opportunities for both funders and applicants.
As part of a global portfolio of specialist software businesses, brighthush enjoys the stability, shared knowledge, and international network of its parent group while maintaining a distinct culture focused on impact and creativity. We’re a fully remote, small team that values autonomy, ownership, and measurable results. Every team member gets real responsibility early on, and their work is visible to the entire organisation.
Why brighthush is the Place to Accelerate Your Career
When you join brighthush, you become part of a mission‑driven company that is reshaping how grant‑making organisations operate. Here’s what you’ll experience:
- High‑Energy Collaboration: Work alongside passionate professionals who reward initiative, creativity, and innovation.
- Rapid Growth & Investment: Be part of a company that is investing heavily in AI and technology to stay ahead of the curve.
- Hands‑On Exposure to Industry‑Leading Tools: Gain experience with HubSpot, helpdesk software, AI‑powered content creation platforms, and more.
- Structured, Paid Apprenticeship: Receive a 95% government‑funded apprenticeship that culminates in a Level 3 Digital and AI Support qualification.
- Clear Career Path: Transition into permanent roles in customer experience, customer success, or content creation with a well‑defined progression roadmap.
Role Overview – The Customer Experience Apprentice
The Customer Experience Apprentice is a hybrid role that blends content creation, customer support, and proactive engagement. You will act as the bridge between our customers and the brighthush platform, ensuring every user can find the information they need quickly and easily. Your work will directly influence customer satisfaction, adoption rates, and the overall success of our platform.
Key Responsibilities
1. Training Academy Content Development
- 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 Operations
- 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.
- Collaborate with the sales and product teams to surface customer insights that inform roadmap decisions.
Essential Qualifications
- High school diploma or equivalent; a university degree is a plus.
- Strong written and verbal communication skills in English.
- Basic familiarity with video editing tools (e.g., Camtasia, OBS, or similar).
- Experience with helpdesk software or customer support platforms (e.g., Zendesk, Freshdesk).
- Comfortable using CRM systems, especially HubSpot.
- Self‑motivated, detail‑oriented, and able to manage multiple tasks in a fast‑paced environment.
Preferred Qualifications
- Prior experience in customer success, support, or content creation roles.
- Knowledge of AI‑powered content tools (e.g., ChatGPT, Jasper, or similar).
- Experience with data analysis and reporting.
- Understanding of grant‑making or nonprofit operations.
- Experience working in a remote, distributed team.
Core Skills & Competencies
- Customer‑Centric Mindset: Empathy for user pain points and a drive to solve problems.
- Technical Proficiency: Ability to learn new software quickly and troubleshoot issues.
- Content Creation: Strong storytelling skills and the ability to translate complex processes into simple, engaging videos.
- Analytical Thinking: Use data to identify trends, gaps, and opportunities for improvement.
- Collaboration & Communication: Work effectively across teams and communicate clearly with stakeholders.
- Adaptability: Thrive in a dynamic environment with evolving priorities.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As an apprentice, you will:
- Earn a Level 3 Digital and AI Support qualification through a structured, paid apprenticeship program.
- Participate in regular learning sessions, workshops, and mentorship programs.
- Gain exposure to product development, data analytics, and AI strategy.
- Progress into permanent roles such as Customer Success Manager, Content Strategist, or AI Support Engineer.
- Take on increasing responsibility and influence product decisions based on customer insights.
Work Environment & Culture at brighthush
Our culture is built on autonomy, creativity, and impact. We value:
- Remote Flexibility: Work from anywhere with a reliable internet connection.
- Transparent Communication: Regular all‑hands meetings, open channels, and a culture of feedback.
- Ownership: Your work matters. You’ll see the direct impact of your contributions on customer success.
- Continuous Improvement: We encourage experimentation, learning from failures, and celebrating wins.
- Diversity & Inclusion: A welcoming environment for people of all backgrounds, identities, and perspectives.
Compensation, Perks, and Benefits
While the exact figures may vary, you can expect:
- Competitive salary aligned with industry standards for apprentices.
- Full government funding covering 95% of the apprenticeship cost.
- Health and wellness benefits, including mental health support.
- Flexible working hours and a fully remote setup.
- Access to cutting‑edge tools, AI platforms, and continuous learning resources.
- Annual performance reviews and clear pathways to permanent roles.
How to Apply – Join the brighthush Revolution
If you’re passionate about customer experience, eager to learn AI and content creation, and ready to make a tangible impact, we want to hear from you. Submit your application through our career portal and let’s build the future of grant‑making together.
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