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About brighthush
brighthush is a trailblazer in the cybersecurity arena, redefining how businesses protect their most valuable assets—data, credentials, and digital identities. With a global footprint that spans more than 150 countries and a product portfolio translated into 23 languages, brighthush empowers millions of individuals and thousands of organizations to secure their digital lives through zero‑trust, end‑to‑end encryption, and privileged access management. Our mission is simple: make cybersecurity effortless, reliable, and accessible for every user, on every device, in every location.
Why Join brighthush?
At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is reshaping the future of secure collaboration. We celebrate diversity, champion continuous learning, and reward innovation with competitive compensation, generous benefits, and a culture that values work‑life harmony. Whether you’re a seasoned support professional or a fresh talent eager to grow, brighthush offers a platform to make a tangible impact on the security posture of enterprises worldwide.
Role Overview
The Remote B2B Customer Support Representative will serve as the frontline advocate for our enterprise customers. You’ll handle inbound calls, tickets, and live chats, delivering rapid, accurate, and empathetic solutions while maintaining a deep understanding of our product suite. Your role will be pivotal in ensuring customer satisfaction, reducing churn, and driving adoption of our zero‑trust platform.
Key Responsibilities
- Customer Interaction: Respond to inbound support requests via phone, email, and chat, diagnosing and resolving technical issues related to password, passkey, secrets management, privileged access, and secure remote access.
- Ticket Management: Log, triage, and close tickets in Salesforce, ensuring all actions are documented with clear, concise notes.
- Product Expertise: Stay current on product releases, feature updates, and policy changes; proactively share insights with customers and internal stakeholders.
- Escalation Protocols: Identify complex issues that require Tier 2 escalation and coordinate with the advanced support team to ensure timely resolution.
- Customer Advocacy: Build rapport with B2B clients, understanding their business context and translating technical solutions into business value.
- Process Improvement: Contribute to the continuous refinement of support workflows, knowledge base articles, and self‑service resources.
- Metrics & Reporting: Track key performance indicators such as first‑contact resolution, average handle time, and customer satisfaction scores.
Essential Qualifications
- Minimum of 1 year of experience in a technical support or help‑desk environment.
- Proficiency with Google Workspace and Microsoft Office tools.
- Strong written and verbal communication skills, with the ability to explain complex concepts in simple terms.
- Self‑motivated and capable of working independently in a fast‑paced, high‑growth setting.
- Demonstrated professionalism and composure when interacting with diverse customer personas.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience using Salesforce and ServiceNow for ticketing and knowledge management.
- Technical proficiency with smartphones, tablets, and desktop operating systems.
- Prior exposure to zero‑trust security concepts or privileged access management.
Skills & Competencies
- Problem‑solving mindset with a “can‑do” attitude.
- Excellent time‑management and organizational skills.
- Empathy and active listening to understand customer pain points.
- Adaptability to rapidly evolving product features and market demands.
- Team collaboration and cross‑functional communication.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product roadmap. We provide:
- Structured mentorship programs pairing you with senior engineers and product managers.
- Access to internal learning portals, certifications, and industry conferences.
- Clear promotion pathways from Support Specialist to Tier 2 Analyst, Technical Account Manager, or Product Support Engineer.
- Opportunities to contribute to product development through customer feedback loops.
Work Environment & Company Culture
Our remote‑first model empowers you to work from anywhere, with flexible hours that respect your personal commitments. For those based in the Chicago, IL metro area, we offer a hybrid schedule that blends in‑office collaboration with the freedom of remote work. At brighthush, we value:
- Transparency and open communication across all levels.
- Inclusivity, ensuring every voice is heard and respected.
- Innovation, encouraging experimentation and calculated risk‑taking.
- Work‑life balance, with generous paid time off and support for personal well‑being.
Compensation & Benefits
While specific salary ranges are tailored to experience and market conditions, brighthush offers:
- Competitive base salary with above‑market annual bonuses.
- Comprehensive medical, dental, and vision coverage (including domestic partnership options).
- Employer‑paid life insurance and supplemental life coverage for employees, spouses, and children.
- Voluntary short‑ and long‑term disability insurance.
- 401(k) retirement plan with Roth and Traditional options, plus company matching.
- Generous paid time off (PTO) policy, including paid bereavement, jury duty, and parental leave.
- Access to wellness programs, mental health resources, and flexible spending accounts.
How to Apply
Ready to elevate your career and help secure the digital future of businesses worldwide? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Remote B2B Customer Support Representative role at brighthush. We look forward to exploring how your expertise can drive customer success and innovation.
Closing Statement
At brighthush, every support interaction is an opportunity to protect, empower, and inspire our clients. If you thrive in a fast‑moving, customer‑centric environment and are passionate about cybersecurity, we invite you to join our mission. Apply today and become a key player in redefining secure collaboration for the next generation of enterprises.
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