Customer Success & Support Specialist – Partnering with Sales & Implementation Teams to Drive Satisfaction & Retention at brighthush

About brighthush

At brighthush, we’re redefining the way people experience dental care. Our mission is to make high‑quality, personalized orthodontic solutions accessible to everyone, everywhere. By blending cutting‑edge technology with a customer‑first philosophy, we’ve built a brand that’s trusted by patients, clinicians, and partners alike. As we continue to expand our global footprint, we’re looking for passionate, proactive professionals who want to be part of a team that’s changing lives through smiles.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a culture of innovation, collaboration, and continuous growth. We believe in:

• Empowering Employees: Your ideas matter. We encourage experimentation and reward initiative.
• Learning & Development: From on‑the‑job training to external certifications, we invest in your career trajectory.
• Diversity & Inclusion: A vibrant, multicultural team fuels creativity and drives better outcomes.
• Work‑Life Balance: Flexible remote work, generous PTO, and wellness programs keep you energized.
• Impact: Every interaction you have helps patients smile brighter and healthier.

Position Overview

The Customer Success & Support Specialist is the linchpin between our sales force, implementation experts, and the patients who rely on our solutions. You’ll be the trusted advisor who ensures that every customer journey is seamless, efficient, and delightful. This role is remote, with occasional travel (up to 10%) to industry events, product launches, and partner meetings.

Key Responsibilities

• Customer Advocacy: Serve as the primary point of contact for assigned accounts, handling inquiries via phone, email, and chat with a focus on rapid resolution and satisfaction.
• Cross‑Functional Collaboration: Partner with Area Sales Managers and Implementation Specialists to review the customer journey, share insights, and co‑create solutions that elevate the overall experience.
• Order Accuracy & Pricing Integrity: Verify pricing, promotions, and order details from entry to invoicing, ensuring no discrepancies reach the customer.
• Issue Escalation & Resolution: Identify complex issues, coordinate with relevant departments, and follow up until the customer’s technical or service concerns are fully resolved.
• Quality Assurance: Monitor product delivery, validate quality control metrics, and report any deviations to the quality team.
• Process Improvement: Analyze support workflows, propose enhancements, and implement best practices that streamline operations and reduce response times.
• Data Management: Maintain accurate, up‑to‑date records in our CRM and project management tools, ensuring data integrity for reporting and forecasting.
• Customer Feedback Loop: Capture, categorize, and communicate customer feedback to product and marketing teams, driving continuous improvement.
• Travel & Representation: Attend key industry and corporate events (up to 10% travel) to represent brighthush, gather market intelligence, and strengthen partner relationships.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field (or equivalent experience).
• Minimum of 3 years’ experience in customer success, account management, sales support, or a related role.
• Strong interpersonal skills with a proven track record of building lasting client relationships.
• Excellent verbal and written communication abilities in professional English; bilingual proficiency is a plus.
• Proficiency in Microsoft Office Suite, especially Excel, and comfortable learning new software tools.
• Analytical mindset with a knack for process optimization and creative problem‑solving.
• Ability to manage multiple accounts simultaneously while maintaining meticulous attention to detail.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and project management tools (e.g., Asana, Trello).
• Knowledge of dental or orthodontic products is a distinct advantage but not mandatory.

Preferred Qualifications

• Experience in the dental, orthodontic, or healthcare technology sector.
• Background in technical support or implementation services.
• Familiarity with data analytics platforms and reporting dashboards.
• Previous remote work experience with strong self‑management skills.
• Certifications in customer success, project management, or related fields.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose actionable solutions.
• Collaboration: Comfortable working with cross‑functional teams and building consensus.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Technology Savvy: Quick to learn new tools and leverage technology to improve customer interactions.
• Time Management: Prioritize tasks effectively, meet deadlines, and maintain high productivity.

Career Growth & Development

At brighthush, we’re committed to your professional evolution. As a Customer Success & Support Specialist, you’ll have clear pathways to advance into roles such as:

• Senior Customer Success Manager
• Account Executive or Sales Lead
• Implementation Project Manager
• Product Support Lead or Customer Experience Strategist
• Director of Customer Success

We provide mentorship programs, leadership training, and access to industry conferences to accelerate your growth trajectory.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly virtual stand‑ups and team huddles
• Real‑time collaboration tools (Slack, Microsoft Teams, Zoom)
• Digital knowledge base and peer‑learning forums
• Monthly virtual coffee chats to foster community

We celebrate wins together, whether it’s a successful product launch or a customer success story. Our inclusive environment encourages diverse perspectives and creative problem‑solving.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards
• Performance‑based bonuses and incentives
• Health, dental, and vision insurance (including telehealth options)
• 401(k) matching program
• Generous paid time off (PTO), holidays, and sick leave
• Professional development stipend and tuition reimbursement
• Wellness programs (gym membership discounts, mental health resources)
• Flexible work hours and remote work stipend
• Employee referral bonuses and recognition programs

How to Apply

If you’re ready to bring your customer‑first mindset to a dynamic, growth‑oriented team, we’d love to hear from you. Submit your application through our careers portal or reach out directly to our recruiting team. Join brighthush and help us create brighter smiles, one customer at a time.