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About brighthush and the Future of Customer Experience
brighthush is at the forefront of the customer‑experience revolution. By fusing artificial intelligence, real‑time analytics, and cloud‑native architecture, we empower businesses worldwide to deliver support that feels personal, proactive, and frictionless. Our platform unifies voice, chat, email, and social channels into a single, intelligent ecosystem that learns from every interaction and continuously refines itself.
With a presence that spans North America, Europe, and LATAM, brighthush has become the go‑to solution for call centers that want to scale, innovate, and exceed the expectations of a digitally‑savvy customer base. We’re not just building software; we’re redefining how people connect with the brands they love.
As a rapidly expanding technology leader, brighthush is committed to cultivating a culture of curiosity, collaboration, and continuous learning. Every team member—from entry‑level specialists to senior engineers—plays a pivotal role in shaping the future of customer service. If you thrive on solving puzzles, love technology, and enjoy a fast‑paced, fully remote environment, we want you on our team.
Why Join brighthush?
- Impactful Work: Your support tickets will directly influence product enhancements and elevate customer satisfaction scores.
- Career Growth: Structured learning paths, mentorship programs, and internal mobility opportunities ensure you can evolve from Tier 1 to Tier 3 and beyond.
- Inclusive Culture: A diverse, global workforce that celebrates individuality and encourages open dialogue.
- Competitive Compensation: Market‑aligned salary, performance bonuses, and equity options that reward your contributions.
- Work‑Life Balance: Flexible remote work, generous PTO, and wellness benefits that help you thrive both personally and professionally.
Key Responsibilities
As a Tier 1 Customer Support Specialist, you will be the first line of defense for our LATAM clients. Your day‑to‑day tasks will include:
- Responding to inbound support tickets via email, chat, and phone with a professional, empathetic tone.
- Diagnosing and troubleshooting technical issues related to our cloud platform, APIs, and integrations.
- Using Chrome DevTools, Prometheus, Grafana, Kibana, and the ELK stack to investigate and resolve performance or connectivity problems.
- Documenting root causes, workarounds, and permanent fixes in our internal knowledge base.
- Collaborating with Tier 2 engineers, product managers, and developers to close complex cases.
- Identifying recurring patterns and proposing process improvements to reduce ticket volume.
- Maintaining a high first‑contact resolution rate while adhering to SLA targets.
- Participating in on‑call rotations and shift coverage for LATAM time zones.
Essential Qualifications
We’re looking for candidates who bring a blend of technical aptitude and customer‑centric communication skills:
- Minimum 1 year of technical support or helpdesk experience.
- Proficient in troubleshooting web and API issues; familiarity with HTTP, REST, and JSON.
- Strong command of English (B2+) – both written and spoken.
- Experience with Chrome DevTools for debugging front‑end and network problems.
- Basic understanding of Kubernetes, VoIP, and SQL queries.
- Comfortable using ticketing systems such as Jira and knowledge‑base platforms.
- Excellent written and verbal communication; ability to translate technical jargon into clear, concise explanations.
- Self‑motivated, detail‑oriented, and able to work independently in a remote setting.
Preferred Qualifications
These additional skills will set you apart and accelerate your success at brighthush:
- Experience with monitoring tools like Prometheus, Grafana, and Kibana.
- Familiarity with ELK stack (Elasticsearch, Logstash, Kibana) for log analysis.
- Knowledge of cloud platforms (AWS, Azure, GCP) and container orchestration.
- Prior exposure to VoIP protocols (SIP, RTP) and call‑center technologies.
- Experience working in a LATAM market or with Spanish/Portuguese speaking customers.
- Certifications such as CompTIA A+, Network+, or a relevant cloud certification.
Skills & Competencies
Success at brighthush requires a blend of technical, interpersonal, and analytical skills:
- Technical Proficiency: Ability to navigate complex systems, interpret logs, and use debugging tools.
- Problem‑Solving: Logical reasoning, root‑cause analysis, and creative workaround development.
- Communication: Clear, concise, and empathetic communication across multiple channels.
- Time Management: Prioritizing tickets, meeting SLAs, and managing shift schedules.
- Collaboration: Working cross‑functionally with engineering, product, and quality assurance teams.
- Adaptability: Thriving in a fast‑changing environment and learning new tools quickly.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in our people. As a Tier 1 specialist, you’ll have access to:
- Structured onboarding and continuous training modules covering our product suite, industry best practices, and soft‑skill development.
- Mentorship from senior support engineers and product managers.
- Internal certification tracks (e.g., “Support Engineer – Cloud Infrastructure”) that open doors to Tier 2 and Tier 3 roles.
- Annual hackathons and innovation challenges where you can propose new features or process improvements.
- Opportunities to transition into product management, quality assurance, or engineering roles.
Work Environment & Culture at brighthush
Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:
- Fully remote work from anywhere in the world – we only require a stable internet connection and a suitable work‑from‑home setup.
- Regular virtual team‑building events, including game nights, wellness workshops, and cultural exchange sessions.
- Open‑door leadership: senior executives host monthly town halls and Q&A sessions.
- Inclusive policies that celebrate diversity, equity, and belonging.
- Access to a digital library of courses, books, and industry conferences.
Compensation, Perks, and Benefits
While the exact salary will be tailored to your experience and location, we offer a competitive package that includes:
- Base salary range: USD 6,000 – 14,400 per year (adjusted for cost of living and market rates).
- Performance‑based bonuses and quarterly incentives.
- Equity options to share in brighthush’s growth.
- Health, dental, and vision insurance (for eligible employees).
- Generous paid time off (PTO) and flexible holiday scheduling.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Annual stipend for professional development courses and certifications.
How to Apply
Ready to take the next step in your customer support career? Submit your resume and a brief cover letter outlining why you’re excited about working with brighthush and how your experience aligns with the role. We’re eager to hear from proactive, tech‑savvy individuals who are ready to make a real impact.
Click the link below to apply directly through our career portal. We look forward to exploring how you can contribute to brighthush’s mission of delivering world‑class customer experiences.
Apply for this job