About brighthush
brighthush is a trailblazer in the hospitality technology arena, redefining how restaurants connect with their guests. As a virtual concierge platform, we empower restaurants across North America to answer every call, text, and question in their own voice—without the need for extra staff. By automating guest communication, reservations, events, and take‑out, we free up restaurant teams so they can focus on what they do best: delivering unforgettable hospitality.
Our cutting‑edge technology seamlessly integrates with industry leaders such as brighthush, brighthush, and brighthush. Backed by top‑tier investors—including brighthush’s AI fund and brighthush, founded by Ev Williams—our lean, high‑growth team ensures that every contribution has a direct, measurable impact on the restaurants we serve.
Why This Role Matters
In the fast‑evolving restaurant technology space, digital operations are no longer a luxury—they’re a necessity. Restaurants face mounting pressure to modernize, streamline guest experiences, and stay competitive. As a Senior Customer Support Specialist at brighthush, you will be the frontline champion who guarantees that every guest interaction is handled with care, accuracy, and speed. Your work will directly influence how restaurants operate, how guests feel, and how our platform continues to innovate.
Key Responsibilities
- Multi‑Channel Support: Respond to customer inquiries via email, live chat, and video (Zoom or similar), aiming to resolve issues on first contact whenever possible.
- Technical Translation: Break down complex product or technical problems into clear, friendly explanations that non‑technical restaurant staff and owners can easily understand.
- Queue Management: Own your support queue, prioritize tickets dynamically, and meet or exceed response and resolution targets—including Time to First Response (TTFR) and Customer Satisfaction (CSAT) metrics.
- Bug Reporting & Feature Feedback: Draft organized, detailed bug reports and feature suggestions for our Product and Engineering teams, and follow up until issues are fully resolved.
- Trend Analysis: Identify recurring patterns in support tickets, flag emerging trends, and collaborate with cross‑functional teams to address root causes.
- Knowledge Base Maintenance: Contribute to and keep up‑to‑date help documentation, macros, and internal knowledge base articles to reduce repeat questions and empower self‑service.
- Customer Escalation & De‑Escalation: Stay calm and effective when dealing with frustrated or urgent customers, employing de‑escalation techniques to turn challenging situations into positive outcomes.
- Weekend On‑Call Rotation: Participate in a shared on‑call schedule to support restaurants during peak hours outside of standard weekday operations.
Essential Qualifications
- Proven technical aptitude with the ability to explain complex issues simply and patiently.
- Experience providing customer support across email, live chat, and video platforms.
- Passion for support work—motivated by problem‑solving and helping people rather than merely closing tickets.
- Comfortable working with support metrics (TTFR, resolution time, CSAT) and using data to guide daily priorities.
- Experience collaborating with Product and Engineering teams, including writing clear, actionable bug tickets.
- Highly organized, able to manage a dynamic workload, and available for occasional weekend shifts as part of a shared on‑call rotation.
Preferred Qualifications
- Background in the hospitality or restaurant technology industry.
- Familiarity with reservation and guest‑experience platforms such as brighthush, brighthush, or brighthush.
- Experience with customer support tools (e.g., brighthush, brighthush, brighthush).
- Knowledge of basic troubleshooting for web and mobile applications.
- Fluency in multiple languages to support a diverse customer base.
Skills & Competencies
- Communication: Exceptional written and verbal communication skills, with the ability to tailor tone to different audiences.
- Problem‑Solving: Strong analytical mindset, capable of diagnosing issues and proposing practical solutions.
- Empathy & Patience: Genuine care for customers’ experiences, coupled with the patience to guide them through complex processes.
- Time Management: Ability to juggle multiple tickets, prioritize effectively, and meet tight deadlines.
- Collaboration: Comfortable working cross‑functionally with Product, Engineering, and Marketing teams.
- Adaptability: Thrives in a fast‑moving, high‑growth environment where priorities can shift quickly.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Specialist, you will have the chance to:
- Progress into senior support roles, such as Support Lead or Customer Success Manager.
- Transition into product or engineering roles by leveraging your deep understanding of customer pain points.
- Participate in mentorship programs, where senior leaders share insights and guidance.
- Attend industry conferences, webinars, and workshops to stay ahead of hospitality tech trends.
- Contribute to internal training initiatives, helping shape the next generation of support professionals.
Work Environment & Company Culture
brighthush is a remote‑first company with a distributed team that values flexibility, collaboration, and transparency. Our culture is built on:
- Open Communication: Regular all‑hands meetings, transparent decision‑making, and an open‑door policy for feedback.
- Inclusive Team Dynamics: A diverse workforce that celebrates different perspectives and fosters belonging.
- Continuous Improvement: A growth mindset that encourages experimentation, learning from failures, and celebrating successes.
- Work‑Life Balance: Flexible schedules, unlimited vacation, and a focus on mental and physical well‑being.
- Community Impact: Initiatives that give back to local restaurants and support sustainable hospitality practices.
Compensation & Benefits
We offer a competitive total cash compensation ranging from $70,000 to $77,000 per year, adjusted based on location, experience, and skill set. In addition to base salary, you’ll receive:
- Equity awards as part of our total rewards package.
- Health, dental, and vision insurance for you and your dependents.
- 401(k) plan with company match.
- Unlimited paid time off and flexible working hours.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Regular team virtual events, hackathons, and learning sessions.
How to Apply
Ready to make a tangible impact on the restaurant industry and grow your career in a high‑growth, tech‑driven environment? Join brighthush as a Senior Customer Support Specialist and help us elevate the guest experience for restaurants across North America.
Click the link below to submit your application and become part of a team that values innovation, empathy, and excellence.
Apply for this job