About brighthush
brighthush is a trailblazer in the association management software space, empowering associations to amplify the impact they create for their members and industries. Born in a boardroom, every product, process, and partnership at brighthush is built with the unique needs of association leaders in mind. Our mission is simple: help associations thrive by delivering intuitive, data‑driven solutions that streamline operations, enhance member engagement, and unlock new revenue streams.
With a remote‑first culture that has been thriving for over a decade, brighthush offers a flexible, collaborative environment where innovation, curiosity, and customer obsession drive everything we do. We’re not just a software company – we’re a community of problem‑solvers, educators, and advocates who work together to create meaningful change for our partners.
Role Overview
As a Customer Experience Specialist at brighthush, you will be the frontline champion of our customers’ success. You’ll own the entire support lifecycle – from the first chat to the final resolution – while leveraging AI, data, and cross‑functional collaboration to deliver solutions that exceed expectations. Your work will directly influence product improvements, knowledge base quality, and the overall customer journey.
We’re looking for a technically minded, customer‑centric professional who thrives in a fast‑moving, remote environment. If you love turning complex problems into clear, actionable solutions and enjoy sharing your expertise through training and documentation, you’ll fit right in.
Key Responsibilities
- Own the Customer Experience – Manage support conversations across chat, email, phone, and screen‑share sessions in Pylon. Balance technical accuracy with thoughtful communication, ensuring timely follow‑through and a consistent, high‑quality experience.
- Solve Challenging Problems – Investigate issues involving customer configurations, data relationships, integrations, and unexpected system behavior. Use a methodical approach to identify root causes and craft practical, scalable solutions.
- Leverage AI in Your Workflow – Incorporate AI agents to research, troubleshoot, draft responses, and analyze data. Apply your judgment to validate AI output, refine results, and help shape how the team uses AI tools.
- Collaborate Across Teams – Partner with Onboarding, Success, Development, and other internal stakeholders to investigate escalations, communicate findings, advocate for customers, and drive issues toward resolution.
- Educate and Empower Customers – Lead or co‑host live Office Hours, webinars, and training sessions that build confidence and encourage adoption. Translate technical concepts into clear, actionable guidance.
- Create Accessible Knowledge – Author and maintain Help Center articles, internal documentation, and educational resources. Keep content up‑to‑date as the product evolves.
- Turn Insights into Improvements – Identify recurring questions, friction points, and opportunities to improve the product, documentation, or support experience. Own initiatives to turn observations into actionable change.
- Experiment and Optimize – Test new tools, workflows, and approaches that increase team efficiency and free up time for meaningful customer interactions.
Essential Qualifications
- 2+ years of experience in technical SaaS support, software customer success, or a comparable customer‑facing role involving troubleshooting.
- Proven ability to investigate and resolve complex software issues, and to explain technical findings to non‑technical audiences.
- Strong written communication skills – clear, warm, and purposeful writing that makes technical concepts accessible.
- Technical curiosity and a methodical problem‑solving mindset. Comfortable saying “I don’t know yet” while actively seeking solutions.
- Hands‑on experience with AI tools for research, problem solving, or workflow improvement. Ability to evaluate AI output and apply human judgment.
- Creative, customer‑focused mindset – looking beyond the immediate question to understand the customer’s goals and explore alternative solutions.
- Ownership and good judgment – manage competing priorities, advocate for customers, and follow through on commitments without reminders.
- Initiative and adaptability – embrace new approaches, learn from outcomes, and adjust strategies accordingly.
- Systems thinking – recognize patterns across support conversations and identify opportunities to prevent future issues.
- Authorization to work in the United States and availability to work 8 AM–5 PM in your local time zone (Eastern, Central, Mountain, or Pacific).
Preferred Qualifications
- Experience with QuickBooks Online, Pylon, association management software, CRM platforms, or the association industry.
- Strong familiarity with brighthush’s product suite and ecosystem.
- Previous experience leading training sessions, webinars, or creating educational content.
- Knowledge of data analytics tools and the ability to translate metrics into actionable insights.
Skills & Competencies
- Exceptional written and verbal communication.
- Technical troubleshooting and root‑cause analysis.
- AI fluency and critical evaluation of AI‑generated content.
- Customer empathy and the ability to build rapport quickly.
- Project management – juggling multiple tickets, deadlines, and stakeholder expectations.
- Collaboration across remote teams using Slack, Zoom, Jira, and other asynchronous tools.
- Continuous learning mindset – staying up‑to‑date with industry trends, new technologies, and best practices.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Customer Experience Specialist, you’ll have access to:
- Professional development programs, including certifications, workshops, and conferences.
- Apply for this job