Customer Service & Operations Specialist – Global Medical Technology Solutions – Remote & Austin, TX

About brighthush

brighthush is a forward‑thinking medical technology company that is reshaping the way orthopedics and related fields approach patient care. With a portfolio that spans cutting‑edge joint replacement solutions, digital health tools, and advanced surgical instruments, we empower surgeons and patients alike to achieve better outcomes and a higher quality of life. Our culture is built on continuous improvement, collaboration, and a relentless focus on scientific excellence. At brighthush, we believe that every interaction—whether with a clinician, a patient, or a partner—has the potential to create lasting impact. Join us and be part of a team that is dedicated to transforming healthcare one conversation at a time.

Why Join brighthush?

We are more than a company; we are a community of innovators, problem‑solvers, and compassionate professionals who share a common purpose: to create better outcomes for patients worldwide. Our employees enjoy a dynamic work environment that blends remote flexibility with the collaborative spirit of a high‑performing team. We invest in continuous learning, provide clear career pathways, and celebrate every milestone—big or small. If you thrive in a setting where curiosity is rewarded, where your voice matters, and where you can see the tangible difference your work makes, brighthush is the place for you.

Position Overview

As a Customer Service & Operations Specialist, you will be the frontline ambassador for brighthush, ensuring that our customers—ranging from orthopedic surgeons to healthcare administrators—receive timely, accurate, and compassionate support. You will manage inquiries across multiple channels, process orders and returns, and collaborate closely with sales, logistics, and quality teams to maintain seamless operations. Your role is pivotal in upholding the brand’s reputation for excellence and in driving customer satisfaction that translates into long‑term loyalty.

Key Responsibilities

• Customer Engagement: Respond to inquiries via email, phone, and Microsoft Teams, providing clear, concise, and professional assistance.
• Product Knowledge: Master the full range of brighthush’s orthopedic solutions—including joint implants, surgical instruments, and digital health platforms—to explain features, benefits, and usage to customers.
• Order & Return Processing: Utilize the ERP system to create, modify, and close orders; manage product returns, exchanges, and recall paperwork with meticulous attention to detail.
• Complaint Management: Collect and document necessary information for product complaints, ensuring compliance with regulatory standards and internal quality protocols.
• Inventory Coordination: Facilitate inventory transfer requests, monitor stock levels, and collaborate with logistics to prevent stockouts or overstock situations.
• Financial Reconciliation: Handle credit rebills, process billing adjustments, and adhere to the monthly closing schedule to support accurate financial reporting.
• Process Improvement: Identify bottlenecks in customer service workflows and propose solutions that enhance efficiency and customer experience.
• Team Collaboration: Work closely with sales, marketing, and product teams to relay customer feedback, support product launches, and contribute to cross‑functional projects.
• Compliance & Documentation: Maintain accurate records of all customer interactions, ensuring data integrity and adherence to privacy regulations.
• Continuous Learning: Stay current on industry trends, regulatory changes, and new product developments to provide informed support.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• 2–4 years of experience in customer service, sales operations, or logistics within a medical or technical environment.
• Proficiency with ERP systems, Microsoft Outlook, Excel, Word, and Teams.
• Excellent written and verbal communication skills in English.
• Strong organizational, problem‑solving, and time‑management abilities.
• Customer‑focused mindset with a proactive, action‑oriented approach.
• Integrity, trustworthiness, and a friendly, professional demeanor.
• Ability to work independently and collaboratively in a fast‑paced setting.
• Less than 10% travel required.

Preferred Qualifications

• Experience in the medical device or orthopedics industry.
• Knowledge of regulatory requirements (e.g., FDA, ISO 13485) related to medical products.
• Familiarity with CRM platforms and data analytics tools.
• Multilingual capabilities to serve a diverse customer base.
• Previous exposure to remote work environments and virtual collaboration tools.

Skills & Competencies

• Communication: Articulate complex technical information in a clear, customer‑friendly manner.
• Technical Aptitude: Quickly learn and navigate new software, systems, and product specifications.
• Analytical Thinking: Assess data and customer feedback to identify trends and recommend improvements.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Team Spirit: Collaborate effectively across departments, fostering a culture of shared success.
• Customer Advocacy: Champion the customer’s voice in all decision‑making processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer a structured career ladder that spans from entry‑level roles to senior leadership positions. You will have access to:

• On‑the‑job training with experienced mentors.
• Industry‑certification programs (e.g., Certified Medical Representative, Six Sigma).
• Cross‑functional projects that broaden your skill set.
• Annual learning budgets for conferences, workshops, and online courses.
• Clear performance metrics that align with promotion criteria.

Work Environment & Culture

brighthush champions a culture of inclusivity, innovation, and accountability. Our hybrid model allows you to work remotely while staying connected through weekly virtual huddles, quarterly in‑person retreats, and continuous feedback loops. We celebrate diversity, encourage open dialogue, and reward ideas that drive measurable impact. Our values—excellence, collaboration, integrity, and patient‑centricity—are lived daily by every team member.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to individual and company goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and paid holidays.
• Employee assistance programs and wellness resources.
• Flexible spending accounts and savings plans.
• Discounts on brighthush products and partner services.

How to Apply

Ready to make a difference in the lives of patients and surgeons worldwide? Submit your application through our careers portal and join a team that values innovation, integrity, and impact.

Apply Now

Join brighthush – Where Every Conversation Creates Better Outcomes

We are looking for passionate, customer‑centric professionals who are eager to contribute to a mission that transcends business metrics. If you are driven by curiosity, thrive in a collaborative environment, and want to see the direct impact of your work, we invite you to apply today. Together, we can create better outcomes for patients, surgeons, and communities around the globe.