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About brighthush
brighthush is a trailblazing SaaS platform that empowers real‑estate professionals to streamline property management, leasing, and tenant engagement. With a mission to illuminate the path to smarter, data‑driven decisions, brighthush has rapidly become the go‑to solution for property owners, managers, and investors across North America. Our cloud‑native technology, coupled with a culture of continuous innovation, has earned us industry accolades and a reputation for delivering tangible ROI to our clients.
Why Join brighthush?
At brighthush, we believe that exceptional customer support is the cornerstone of our success. As a Remote Customer Support Associate, you’ll be the first line of communication for thousands of users who rely on our platform to run their businesses efficiently. You’ll have the opportunity to:
- Make a direct impact on user satisfaction and retention.
- Work in a fully remote environment with flexible scheduling.
- Collaborate with cross‑functional teams—engineering, product, and sales—to shape the future of real‑estate technology.
- Grow your career through mentorship, training, and a clear promotion path.
Key Responsibilities
- Customer Interaction: Respond promptly to inbound inquiries via phone, email, and live chat, ensuring a consistent, friendly, and professional tone.
- Issue Resolution: Diagnose and troubleshoot technical and functional issues, applying systematic problem‑solving techniques to achieve first‑time resolution whenever possible.
- Escalation Management: Identify when a ticket requires deeper expertise and seamlessly hand it off to the appropriate engineering or product team, while keeping the customer informed throughout the process.
- Documentation: Log every interaction, solution, and follow‑up action in brighthush’s CRM and knowledge‑base system, maintaining data integrity and audit readiness.
- Follow‑Up: Reach out to customers after resolution to confirm satisfaction, gather feedback, and identify upsell or cross‑sell opportunities.
- Continuous Learning: Stay current on product updates, feature releases, and industry trends to provide accurate, up‑to‑date support.
- Process Improvement: Contribute to the refinement of support workflows, knowledge‑base content, and self‑service resources.
- Team Collaboration: Participate in weekly support huddles, share insights, and help mentor new hires.
Essential Qualifications
- High school diploma or equivalent; bachelor’s degree preferred.
- Minimum of 2 years of customer support experience, preferably in a SaaS or tech environment.
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent written and verbal communication skills in English.
- Strong analytical and problem‑solving abilities, with a methodical approach to troubleshooting.
- Ability to work independently in a remote setting, managing time and priorities effectively.
- Experience handling high‑volume support channels and meeting SLA targets.
- Comfortable with learning new software tools quickly and adapting to evolving processes.
Preferred Qualifications
- Experience in the real‑estate or property‑management industry.
- Knowledge of cloud‑based SaaS products and common integration points (e.g., APIs, webhooks).
- Multilingual support capabilities (Spanish, French, or other languages).
- Familiarity with data analytics tools and dashboards.
- Previous involvement in creating or maintaining a knowledge‑base or FAQ repository.
Skills & Competencies
- Customer‑Centric Mindset: Passion for helping users succeed and a genuine desire to solve their problems.
- Technical Aptitude: Comfortable navigating web applications, interpreting error logs, and guiding users through step‑by‑step solutions.
- Communication: Clear, concise, and empathetic communication across multiple channels.
- Time Management: Ability to juggle multiple tickets, prioritize effectively, and meet response time targets.
- Collaboration: Team player who shares knowledge and supports peers.
- Adaptability: Thrives in a fast‑moving environment with frequent product updates and changing priorities.
- Data‑Driven: Comfortable using metrics to assess performance and identify improvement opportunities.
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our team. As a Customer Support Associate, you’ll have access to:
- Structured onboarding programs that cover product knowledge, support best practices, and soft‑skill development.
- Monthly “Lunch & Learn” sessions featuring product managers, engineers, and industry experts.
- Mentorship from senior support leaders who guide career progression and skill enhancement.
- Clear promotion tracks—from Associate to Senior Associate, then to Support Lead or Technical Specialist roles.
- Opportunities to transition into product, engineering, or sales roles based on your interests and performance.
- Annual learning stipend for courses, certifications, or conferences related to customer success, SaaS, or real‑estate technology.
Work Environment & Culture
brighthush champions a culture of transparency, collaboration, and innovation. Our remote workforce enjoys:
- Flexible work hours that accommodate different time zones and personal commitments.
- A fully equipped home‑office stipend to ensure you have the tools you need for success.
- Regular virtual team‑building events, trivia nights, and wellness challenges.
- Open communication channels—Slack, Teams, and monthly all‑hands meetings—where every voice is heard.
- A commitment to diversity, equity, and inclusion, fostering an environment where everyone can thrive.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market rates for remote customer support roles.
- Performance‑based bonuses tied to customer satisfaction scores and SLA achievements.
- Comprehensive health, dental, and vision insurance plans for you and your dependents.
- 401(k) retirement plan with company match.
- Paid time off (PTO) that accrues monthly, plus paid holidays and sick leave.
- Unlimited personal days for mental‑health breaks and life events.
- Employee assistance program and wellness resources.
How to Apply
If you’re ready to join a forward‑thinking company that values your expertise and offers a platform for growth, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Support Associate role at brighthush. We review applications on a rolling basis and aim to respond within 5 business days.
Apply Now –
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