Customer Success Specialist – Billing & Client Support – 100% Remote, Multiple U.S. Locations – Join brighthush

About brighthush

brighthush is at the forefront of transforming mental health care through technology, data, and a human‑centered approach. We believe that everyone deserves access to high‑quality, personalized therapy, and we’re building a platform that connects patients, clinicians, and payers in a seamless, secure, and scalable ecosystem. Our mission is simple: make mental health care accessible, affordable, and effective for people everywhere.

From the first time a patient searches for a therapist to the moment they complete a session, brighthush is there to guide, support, and empower every stakeholder. We combine cutting‑edge telehealth tools, outcome measurement, and a robust clinical workflow to deliver measurable improvements in mental health outcomes. As a rapidly growing company, we’re looking for passionate, customer‑focused professionals who want to make a real difference in people’s lives.

Why This Role Matters

The Customer Success Specialist is the frontline voice of brighthush. You’ll be the trusted partner for our clients—patients, clinicians, and payers—helping them navigate billing, insurance, and account questions with empathy, accuracy, and speed. Your work directly influences satisfaction, retention, and the overall experience that sets brighthush apart in a crowded market.

Key Responsibilities

• High‑Volume Call Management: Handle inbound and outbound calls from clients and providers, addressing billing inquiries, insurance claims, and account issues.
• Real‑Time Problem Solving: Research and resolve billing discrepancies, outstanding balances, and claim status while the caller is on the line.
• Multi‑Platform Navigation: Seamlessly switch between Salesforce, TalkDesk, brighthush Admin, and internal knowledge bases to find answers and document actions.
• Accurate Documentation: Log every interaction, resolution, and follow‑up in Salesforce with meticulous detail.
• Escalation Management: Coordinate with billing, collections, and customer success teams to resolve complex issues that cannot be closed on the first call.
• Performance Excellence: Meet or exceed individual metrics, including a QA score of 90%+, case resolution targets, and productivity benchmarks.
• Continuous Improvement: Identify recurring pain points, propose process enhancements, and contribute to knowledge base updates.
• Ad‑Hoc Projects: Participate in cross‑functional initiatives that drive operational efficiency and customer satisfaction.

Success Milestones

• First 30 Days: Master the client journey, platform tools, and billing workflows. Demonstrate professionalism and empathy on every call.
• First 60 Days: Independently manage inbound and outbound queues, hitting QA scores of 90%+ and case resolution targets.
• First 90 Days: Consistently exceed performance metrics, resolve complex inquiries on the first call, and take on challenging cases with confidence.
• Ongoing: Maintain high call quality, contribute to process improvements, and mentor new team members.

Essential Qualifications

• 0–1+ years of customer‑facing experience (retail, hospitality, customer service, office administration, etc.).
• Experience handling inbound and outbound calls in a metric‑driven environment.
• Proficiency in navigating multiple platforms simultaneously during live calls.
• Excellent verbal and written communication skills with a professional, empathetic phone presence.
• Availability to work shifts Monday–Friday, 7 a.m.–6 p.m. MST.

Preferred Qualifications

• Previous call center experience in healthcare or behavioral health settings.
• Familiarity with CPT and ICD‑10 coding.
• Experience with Salesforce, TalkDesk, or similar CRM/telephony platforms.
• Background in insurance claims research, appeals, or collections.
• Experience in a startup or high‑growth environment.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to improve their experience.
• Analytical Thinking: Ability to dissect complex billing scenarios and find accurate solutions quickly.
• Technical Proficiency: Comfortable with CRM systems, telephony, and data entry.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality.
• Collaboration: Works well with cross‑functional teams to resolve issues and drive continuous improvement.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on billing, coding, and industry best practices.
• Opportunities to transition into senior support roles, billing analyst positions, or product‑support teams.
• Cross‑departmental projects that broaden your skill set and visibility.
• Annual performance reviews that align career goals with company objectives.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Empathy & Inclusion: We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Innovation: Continuous experimentation and data‑driven decision‑making guide our product and service improvements.
• Work‑Life Balance: Flexible schedules, generous PTO, and a focus on mental well‑being keep our team energized.
• Community Impact: Every role contributes to a larger mission of improving mental health outcomes.

Compensation & Benefits

We offer a competitive hourly rate of $21.64 per hour, along with a comprehensive benefits package designed to support your health, finances, and personal growth:

• Flexible remote work with optional in‑office collaboration sessions.
• Paid time off: Minimum three weeks per year, plus additional holidays.
• Health coverage: Medical, dental, and vision plans with HSA and FSA options.
• Life & disability insurance, including short‑term and long‑term coverage.
• Paid parental leave: Eight weeks, with additional paid leave if qualifying for short‑term disability.
• 401(k) retirement plan with 100% matching up to 4% of base salary.
• Annual company retreat to Denver for team building and strategy.
• Pet insurance, commuter benefits, and supplemental life insurance.
• Free therapy coverage for employees (subject to enrollment in medical plans).
• Regular wellness initiatives, including mindfulness sessions and mental health resources.

How to Apply

We’re hiring continuously, so don’t wait—submit your application today and join a team that’s redefining mental health care. If you have questions about the application process or need accommodations, please contact us at [email protected].

We’re committed to a fair and equitable hiring process. All decisions are made by our recruiting and hiring teams, and we do not rely on automated systems to determine candidate suitability.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, creed, sex, gender identity, pregnancy, religion, veteran status, marital status, age, national origin, disability, sexual orientation, or any other protected characteristic.

Ready to make a difference? Apply now and help us bring brighter, healthier futures to millions of people.