Customer Support Associate – Diagnostic Healthcare Infrastructure & Data Operations at brighthush

About brighthush

brighthush is at the forefront of a healthcare revolution, building the invisible backbone that powers diagnostic services worldwide. In an era where wearables, lab tests, and patient–doctor interactions generate an unprecedented volume of data, we are turning that data into actionable insights that transform patient care. Our mission is simple yet ambitious: harness health data to unlock deeper understanding of human health and disease, making care more personalized, proactive, and affordable.

Backed by leading investors and a passionate team, brighthush is scaling rapidly and already connecting millions of patients, labs, and healthcare providers. We are looking for a dedicated Customer Support Associate to join our Tier 1 support squad and become the first line of defense for every ticket that comes our way. If you thrive in a fast‑moving, data‑driven environment and want to make a tangible impact on patient outcomes, we want to hear from you.

Why This Role Matters

At brighthush, we provide the infrastructure that ensures lab orders, results, and patient data flow seamlessly between labs, mobile phlebotomy vendors, and healthcare systems. When a lab order goes wrong, it’s not just a glitch in an app—it can delay critical care for a patient. Our customers rely on us to deliver results without friction, and as we grow, the volume of support tickets grows too. Your work will directly influence patient journeys, from onboarding to real‑time troubleshooting, ensuring that every result reaches the right hands at the right time.

Day‑to‑Day Responsibilities

• Own Customer Issues from Start to Solution – Investigate and resolve customer‑reported problems methodically. Common inquiries include “Where are my results?” which may involve partial results, canceled orders, or required redraws.
• Support the Full Customer Journey – From onboarding to ongoing troubleshooting, guide customers through every step of our platform.
• Manage a High‑Volume Operational Queue – Triage, prioritize, and expedite tickets so the right issue reaches the right team member quickly.
• Direct Vendor Coordination – Call labs, mobile phlebotomy vendors, and other service providers to track results, correct patient details, and drive timely resolution.
• Communicate with Clarity and Care – Write and speak with empathy and precision across tickets, Slack, and phone calls, especially when situations are messy.
• Collaborate Across Teams – Partner with product, engineering, operations, and customer success to unblock issues swiftly and seek help early when needed.
• Build the Knowledge Base – Document solutions and insights so future customers and teammates can find answers faster.

Who You Are

• 2+ years of support experience in a B2B2C SaaS environment, ideally within a structured support framework.
• Hands‑on problem‑solving: you identify, reproduce, and resolve customer issues, taking full ownership until resolution.
• Comfortable operating in a small or mid‑size company without exhaustive playbooks or documentation.
• Thrives in a busy queue, taking pride in closing tickets efficiently and accurately.
• Calm, empathetic, and precise in both written and verbal communication.
• Proactive in process improvement: when tasks become repetitive, you devise better ways to do them, and you’re excited to leverage AI and other tools to solve problems faster.
• Nice to have: experience in healthcare or diagnostics, or familiarity with APIs.

We understand that not every candidate will tick every box. If the problems we’re solving genuinely interest you and you believe you can contribute, we’d love to talk.

Essential Qualifications

• Proven track record in customer support for SaaS products.
• Strong analytical skills and the ability to troubleshoot complex issues.
• Excellent written and verbal communication skills.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and collaboration tools (Slack, Teams).
• Comfortable working in a remote‑first environment with a flexible schedule aligned to GMT and EST time zones.

Preferred Qualifications

• Background in healthcare, diagnostics, or medical technology.
• Experience with API integrations or data pipelines.
• Familiarity with compliance standards such as HIPAA or GDPR.
• Knowledge of AI/ML tools for customer support automation.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Strong problem‑solving and critical‑thinking abilities.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who collaborates across functional boundaries.
• Self‑motivated with a proactive approach to learning and growth.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career development. As you master the intricacies of our platform, you’ll have the chance to:

• Move into senior support roles or transition into product, engineering, or operations teams.
• Lead initiatives to improve support processes, knowledge base content, or customer onboarding flows.
• Participate in cross‑functional projects that shape the future of diagnostic healthcare infrastructure.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends.

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, with regular town halls and updates.
• Innovation – Encouraging experimentation, especially with AI and automation to streamline support.
• Impact – Every team member’s work directly influences patient care and the broader healthcare ecosystem.
• Diversity & Inclusion – A welcoming environment for people from all backgrounds, with initiatives to promote equity.
• Work‑Life Balance – Flexible schedules, generous PTO, and wellness resources to keep you energized.

Compensation & Perks

• Competitive salary commensurate with location and experience.
• Equity options after 2 years of employment.
• Monthly learning budget of $150 for personal development and productivity tools.
• Monthly wellness budget of $100.
• Flexible, remote‑first working model with a $1,000 stipend for home office equipment.
• Co‑working space budget for those who prefer a physical workspace.
• 36 days of paid time off, including bank holidays.
• Premium healthcare coverage.
• 4% monthly contribution to pension/401k.
• Annual blood test on us.
• Enhanced parental, foster, and adoption leave.

Important Hiring Notes

• We only hire candidates physically based in GMT and EST time zones.
• We do not sponsor visas at this stage.

Ready to Make a Difference?

If you’re passionate about leveraging technology to transform diagnostic healthcare and want to be part of a team that delivers real impact to patients worldwide, we encourage you to apply. Join brighthush and help us build the infrastructure that powers the future of health data.

Apply now and become a key player in reshaping how healthcare delivers results, one ticket at a time.