BrightHire

• Partner directly with AEs on high-impact Screen opportunities • Join customer and prospect conversations as the Screen specialist • Own implementation and ongoing adoption for enterprise customers • Design and operationalize successful Screen workflows for customers • Guide SMB/MMK customers toward successful self-configuration • Drive strong pilot outcomes and conversion rates • Identify workflow gaps, adoption risks, and operational breakdowns early • Shape product direction through direct customer and market insight • Build scalable systems and workflows that increase operational leverage • Partner on high-impact special projects as Screen evolves

• You will own the end-to-end delivery of many of our biggest AI features • Working in lockstep with Product and Design • You’ll focus on the output quality of your AI features • You’ll work on real features people use every day

Role Description We’re looking for a Customer Support Representative to join our growing global support team, with a primary focus on supporting customers across EMEA time zones. In this role, you’ll be on the front lines of the customer experience—handling technical inquiries, maintaining Help Center content, and guiding Freemium customers through onboarding and setup. This role is ideal for someone early in their career who enjoys technical problem-solving, teaching others, and learning in a fast-paced SaaS environment. As BrightHire continues to scale, you’ll benefit from a flexible remote culture, close collaboration with a high-performing team, and opportunities to grow alongside our Interview Intelligence platform. What You’ll Do - Respond to customer inquiries via Slack, email, and chat, providing clear, friendly, and effective guidance on product usage and troubleshooting. - Maintain detailed records of customer interactions, resolutions, and follow-ups to ensure a consistently high-quality support experience. - Develop a deep understanding of BrightHire’s product features and stay up to date on new releases and enhancements. - Educate customers on best practices and optimization strategies, incorporating customer feedback into support insights. - Investigate, diagnose, and resolve technical issues efficiently; escalate and collaborate with Product and Engineering teams on complex or recurring issues. - Contribute to the creation and maintenance of Help Center and knowledge base articles, including step-by-step guides and visual assets. - Partner with the Product team to ensure documentation accurately reflects new features and product changes. - Create short “how-to” video tutorials for the Help Center. - Lead white-glove onboarding and education sessions for Freemium and trial customers, ensuring a smooth and confident start with BrightHire. Qualifications - 1+ years of experience in customer service or technical support - 1+ years of experience working with CRM and support ticketing systems - 6+ months of experience using remote collaboration tools (e.g., Slack, Zoom) - A startup mindset: adaptable, proactive, and eager to learn - Experience supporting a B2B SaaS product (HR tech experience is a plus) - Strong technical troubleshooting and problem-solving skills - Comfort engaging customers via live video with patience, clarity, and enthusiasm - Excellent written and verbal English communication skills - A proven track record of delivering high customer satisfaction and service quality - Ability to quickly learn new technologies and adapt to frequent product updates - Experience collaborating cross-functionally to resolve complex technical issues Company Description

• We're hiring a Founding GTM Engineer to design, build, operate, and scale a modern, AI-enabled revenue engine. • This is a high stakes, high agency role, reporting directly to the CRO. • This is a greenfield role for a true builder. • You’ll own every element of our outbound revenue engine, building intelligent workflows to automate account prioritization and assignments, prospect research, campaign automation, and data integrity. • You’ll architect the data, systems, and processes that enable us to determine who to target, when to engage, and how. • You'll build automations that eliminate manual work, optimize every customer touchpoint, and enable our AEs and SDRs to see a step-change in their productivity. • You’ll be expected to think strategically, ship quickly, experiment using data, and create leverage that translates into a step change in pipeline generation.

• Map each prospect's ATS, scheduling tools, competency models, and hiring workflows to identify integration requirements and recommendations. • Build tailored demo flows that translate technical configurations into clear business value and help prospects understand how the product works in their specific context. • Serve as the primary implementation lead to ensure successful POCs. • Own first-pass RFP responses in partnership with AEs, standardize high-quality responses for reuse. • Build reusable materials, including integration explainers, demo templates, architecture diagrams, FAQs, etc. • Ensure seamless handoffs from pre- to post-sales for enterprise-scale customers.

• Generate new opportunities by reaching out to key stakeholders at fast growing companies to garner interest. • Partner with account executives to develop new opportunities in a defined territory. • Master and personalize talk tracks and objection handling. • Come up with creative ideas to capture the attention of target prospects. • Develop strong relationships across the team and contribute to product ideation, company culture. • Meet with your leader and the team to stretch your skills and receive constructive feedback.

• Own the end-to-end delivery of our core platform that powers our ATS, Video, Scheduling, and Telephony integrations along with our flagship AI features. • Work in lockstep with Product and Design, moving quickly to design, build, and refine features throughout the entire stack from data pipelines, database performance, and prompt engineering through the backend, and all the way to frontend interactions. • Focus on the performance and stability of the platform along with new product features to enable integrations, AI, and customer workflows. • Work on the output quality of AI features and make sure users get accurate, on-brand AI outputs fast. • Work on features like automated video recording and transcription, AI notes and summaries, scalable platforms for 250,000 interviews per month, and customizable interview summaries.

• Maintain regular communication with clients to build and preserve trusting relationships. Provide personalized service to key accounts, ensuring their satisfaction and loyalty. • Create strategic plans aimed at boosting revenue by leveraging current client relationships and draft customized proposals to broaden account services. • Pursue new sales opportunities within existing accounts, leveraging your skills to foster and cultivate potential client relationships that help reach and exceed sales goals.

• Own a portfolio of Mid-Market customers, leading all post-sale engagement from implementation handoff through renewal with clear accountability for outcomes • Drive successful rollout, training, adoption, and ongoing value realization across your book of business • Manage renewals end-to-end, positioning BrightHire’s value, ROI, and long-term partnership to drive retention and expansion • Deliver a consistent, high-quality customer journey using a blend of scaled programs (one-to-many content, playbooks, automated workflows) and targeted 1:1 engagement • Execute efficient, repeatable success motions while exercising strong judgment on when to lean in with higher-touch engagement • Leverage data, usage trends, and health indicators to proactively identify risk, expansion opportunities, and moments that matter • Build strong, trust-based relationships with key stakeholders, from day-to-day administrators to senior Talent and HR leaders • Act as a strategic advisor, helping customers align BrightHire to their hiring goals, change management needs, and interview strategy • Partner closely with Sales, Implementation, Support, and Product to ensure a seamless and coordinated customer experience • Represent the voice of the customer internally, contributing insights that shape product improvements and customer success programs • Communicate clearly and effectively across formats — emails, decks, live meetings, executive readouts, and challenging conversations

• Execute the full sales cycle, skillfully managing negotiations to close deals with new clients. Overcome objections and ensure a seamless handoff to the customer success team for a smooth transition. • Identify and target potential clients within the HR tech space, engaging with prospects through strategic outreach and social selling. Establish a personal brand within our target market; and build deep relationships with heads of Talent Acquisition at mid-market and enterprise-level prospects. Adopt a disciplined daily approach to build and maintain a robust pipeline, ensuring sufficient coverage. Utilize tools like Sales Navigator, Salesloft, and AI to optimize and scale prospecting efforts. • Conduct deep discovery that goes beyond surface-level pain to tie BrightHire to CFO-level priorities. Build presentations, product demos, and supporting materials that enable champions at our prospects to sell BrightHire's value to their internal stakeholders. • Qualify leads and advance sales opportunities by applying a disciplined sale process (we use MEDDPICC). Nurture prospect client relationships to constantly build pipeline. Relentlessly move deals forward with multithreading across accounts to build multiple avenues to power and budget. Navigate procurement, legal, and security reviews while controlling every controllable, and close confidently and consistently. • Develop accurate monthly and quarterly sales forecasts, and monitor open deals to refine these forecasts weekly. Use sound judgment to assess deal momentum, close dates, and deal amounts.