About brighthush

brighthush is not just a technology provider; it is a catalyst for transformation in the beauty industry. By fusing artificial intelligence, machine learning, and advanced analytics, we convert raw consumer data into actionable insights that empower brands, retailers, and marketers to predict trends, optimize product portfolios, and deliver personalized experiences at scale. Our platform is the single source of truth for beauty intelligence, offering real‑time market insights that drive smarter decisions across the entire beauty ecosystem.

Founded by a blend of beauty insiders and data scientists, brighthush evolved from a niche analytics startup into a global leader in beauty intelligence. We partner with everything from indie founders to Fortune 500 conglomerates, helping them unlock growth, reduce risk, and stay ahead of ever‑shifting consumer preferences. Our mission is simple: democratize beauty insights so that every stakeholder—whether a product manager, a marketing director, or a senior executive—can make data‑backed decisions that accelerate innovation and profitability.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, high‑impact team that thrives on curiosity, collaboration, and continuous learning. We champion a culture of transparency, empowerment, and inclusivity, where every voice is heard and every idea has the chance to shape our product roadmap. Whether you’re a seasoned customer success professional or a budding support specialist, you’ll find a place to grow, experiment, and make a tangible difference for our global clientele.

We are a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our distributed teams span the U.S., Europe, and Asia, and we celebrate diverse perspectives that fuel innovation. At brighthush, you’ll have the opportunity to work with cutting‑edge technology, collaborate with world‑class data scientists, and influence the future of beauty analytics.

Position Overview

We are seeking an experienced Senior Customer Success & Product Support Specialist to become the primary advocate for our U.S. business customers. In this full‑remote role, you will provide Tier‑1 support, conduct onboarding and training, gather product feedback, and coordinate with cross‑functional teams in the U.S. and Korea. Your mission is to ensure that every customer not only uses our platform effectively but also feels confident, supported, and empowered to achieve their business goals.

Key Responsibilities

• Tier‑1 Customer Support: Respond to email and in‑app chat inquiries, troubleshoot basic platform issues, and guide users through dashboards, analytics, reports, data refreshes, exports, and account settings.
• Onboarding & Training: Deliver virtual onboarding sessions and product walkthroughs via brighthush, tailoring content to the customer’s role and objectives.
• Requirements Capture: Elicit, clarify, and document detailed customer requests—including custom dashboards, reporting preferences, data filters, date ranges, and automation ideas—and translate them into actionable tickets.
• Escalation Management: Identify issues that require Tier‑2/3 support, coordinate with U.S. and Korea‑based teams, and ensure timely resolution.
• Ticket Lifecycle: Create, update, prioritize, and close support tickets in our ticketing system, maintaining accurate records and providing status updates to customers.
• Process Improvement: Provide feedback on support workflows, escalation guidelines, and training materials to continuously refine the customer experience.
• Stakeholder Communication: Engage confidently with senior executives and business leaders, understand their objectives, and translate them into product enhancements.
• Collaboration: Work closely with Product, Engineering, and Data Science teams via brighthush, br Apply for this job