About Brighthush

Brighthush is on a bold mission: to return time. As the leading AI‑powered time platform for professional services firms, we are redefining how organizations capture, analyze, and optimize their most valuable resource—time. Our proprietary machine learning technology automates work‑time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data‑driven strategic decisions. We serve many of the world’s largest accounting and law firms, processing over 1 billion work activities annually that have never been collected and aggregated before.

Our team is a blend of top talent in AI, product development, and engineering—innovative, humble, and forward‑thinking professionals committed to redefining productivity in the knowledge economy. We build solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you are passionate about transforming how people work and building a lasting company that explores the essence of time itself, we want to meet you.

About the Customer Support Team

The Customer Support team runs a 24/7 global operation that supports customers at major law and professional services firms worldwide. With six team members across the U.S., U.K., and Australia, and two additional support agents in the Philippines, we are a tight‑knit, high‑energy group that thrives on collaboration and continuous improvement.

Our mission is simple: resolve customer problems quickly and turn what we learn into a better product. We help customers get back to work, share recurring problems with Product and Engineering, and improve the guidance and processes we use every day. We also make time to connect across time zones with “Annoying Ticket Fridays” and monthly “BARREL OF FUN” calls that keep us energized and focused.

About the Role

As a Customer Support Associate, you will be the frontline advocate for our customers, ensuring they can use Brighthush’s AI Time platform effectively and efficiently. You will manage customer conversations through email and messaging, with occasional Zoom calls or screenshares, and you will work within a flexible schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET). This role expands late U.S. afternoon and early APAC morning coverage as our customer base grows.

You will report to Jordan Knott and be paired with an onboarding buddy to help you learn the product and how the team works. Your contributions will directly impact customer satisfaction, product quality, and the overall success of Brighthush.

Key Responsibilities

• Product Expertise: Become an expert on the Brighthush AI Time platform, staying up‑to‑date on new features, updates, and best practices.
• Customer Interaction: Respond to and resolve inbound support inquiries promptly, using clear and accurate communication.
• Issue Resolution: Resolve common capture, release, and configuration issues using documented procedures; gather evidence for escalation of complex or unfamiliar problems.
• Documentation: Thoroughly document technical problems, flag incorrect or incomplete AI answers, and suggest source improvements for review.
• Process Improvement: Identify patterns across customer conversations and proactively surface improvements to documentation, processes, or the product.
• Escalation Management: Provide clear escalation details to Customer Success, Product, and Engineering, coordinating next steps and keeping customers informed through resolution.
• Collaboration: Contribute to Help Center articles, internal documentation, and scoped support improvements with guidance from teammates.
• Team Engagement: Participate in “Annoying Ticket Fridays” and “BARREL OF FUN” calls, sharing insights and celebrating wins.

Essential Qualifications

• 3+ years of experience providing customer support in a SaaS or software environment.
• Superior written communication skills—an excellent “explainer.”
• Strong problem‑solving skills, with the ability to investigate software behavior systematically.
• Proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved.
• Ability to manage customer conversations efficiently and prioritize cases based on urgency and impact.
• Experience contributing to customer‑facing or internal documentation.
• Proven ability to build strong working relationships with colleagues in a remote, distributed environment.
• Adaptability to new software, product changes, and feedback.
• Self‑motivation to manage assigned cases independently after onboarding, while knowing when to seek help.

Preferred Qualifications

• Experience in the professional services industry (law, accounting, consulting).
• Knowledge of AI or machine‑learning concepts.
• Experience with ticketing systems such as Zendesk, Freshdesk, or Intercom.
• Multilingual support skills.

Skills & Competencies

• Customer‑centric mindset with a passion for problem resolution.
• Excellent written communication and storytelling ability.
• Analytical thinking and data‑driven decision making.
• Time management and prioritization in a fast‑paced environment.
• Collaboration and teamwork across time zones.
• Continuous learning and curiosity about emerging technologies.

Career Growth & Learning Opportunities

At Brighthush, we believe in investing in our people. As a Customer Support Associate, you will:

• Gain deep product knowledge that can open doors to Product, Engineering, or Customer Success roles.
• Participate in regular training sessions, workshops, and industry conferences.
• Receive mentorship from senior team members and cross‑functional leaders.
• Contribute to product roadmap discussions through your frontline insights.
• Earn performance‑based equity and bonuses that grow with the company.

Work Environment & Company Culture

Brighthush is a remote‑first company that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication across all levels.
• Inclusivity: A welcoming environment for diverse perspectives.
• Innovation: Encouraging experimentation and learning from failure.
• Work‑Life Balance: Flexible paid time off and a focus on mental health.
• Community: Regular virtual and in‑person gatherings, including bi‑annual off‑sites in unique locations.

Compensation & Benefits

We offer a competitive salary, generous equity, and supplemental benefits that support your well‑being:

• Competitive base salary commensurate with experience.
• Equity package that aligns your success with the company’s growth.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible paid time off with a culture that encourages rest and recharge.
• Optional wellness stipend and mental health resources.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a team that is redefining productivity and giving people more time to be creative? Click the link below to apply. Even if you don’t meet every requirement, we encourage you to apply—we value diverse perspectives and are committed to building an inclusive culture.

Apply to Brighthush

Closing

At Brighthush, we are building a future where time is a resource that fuels innovation, creativity, and impact. If you are passionate about transforming how people work, thrive in a fast‑paced, remote environment, and want to make a tangible difference for our customers, we would love to hear from you. Join us and help shape the next generation of AI‑powered productivity tools.