Customer Support Associate – Senior-Level Remote Support Specialist for US Healthcare Clients (Pylon, Zendesk, Slack)

About brighthush

brighthush is a trailblazing, remote-first technology company that is redefining the diagnostic healthcare landscape. By building a robust, cloud‑native infrastructure layer, we empower laboratories, clinicians, and patients to access, interpret, and act on health data with unprecedented speed and accuracy. Our mission is to make patient data not just available, but actionable and automated, driving better outcomes and transforming the way care is delivered.

With a culture rooted in innovation, collaboration, and continuous learning, brighthush brings together a diverse team of engineers, data scientists, product managers, and customer success professionals. We thrive on solving complex problems, embracing new technologies, and fostering an environment where every voice is heard and every idea has the potential to shape the future of healthcare.

Role Overview

We are seeking a seasoned Customer Support Associate to join our remote team in the Philippines. This role is pivotal in ensuring our US clients receive world‑class support, enabling them to navigate our platform with confidence and efficiency. You will be the frontline advocate for our partners, handling outbound communications, managing call queues, and documenting outcomes with meticulous attention to detail.

As a mid‑level professional with over four years of experience in customer support or BPO environments, you will bring a process‑driven mindset, fluency in English, and a proven track record of handling sensitive health information with discretion and compliance.

Key Responsibilities

• Outbound Outreach: Proactively contact laboratories, diagnostic partners, and internal stakeholders to resolve issues, gather feedback, and ensure seamless integration with our platform.
• Queue Management: Monitor and prioritize the call‑request queue, ensuring timely response to all inbound and outbound communications.
• Documentation & Reporting: Accurately record call outcomes, ticket updates, and follow‑up actions in Zendesk and Pylon, maintaining a clear audit trail for compliance and quality assurance.
• Process Improvement: Identify bottlenecks or recurring issues in support workflows and collaborate with cross‑functional teams to implement solutions that enhance customer satisfaction.
• Compliance & Security: Handle all sensitive health data in accordance with HIPAA and local data protection regulations, ensuring confidentiality and integrity at every touchpoint.
• Team Collaboration: Work closely with the Customer Success, Product, and Engineering teams to relay user insights, advocate for feature enhancements, and contribute to the continuous improvement of our support ecosystem.

Essential Qualifications

• Minimum of 4 years of customer support or BPO experience, preferably serving US clients in the healthcare or technology sectors.
• Fluent in professional English, with excellent verbal and written communication skills.
• Proficiency in using Pylon, Zendesk, and Slack for ticketing, collaboration, and workflow management.
• Strong outbound calling experience, with a proven ability to engage stakeholders, troubleshoot issues, and close conversations efficiently.
• Demonstrated ability to work in a process‑driven environment, following SOPs and maintaining high accuracy in documentation.
• Experience handling sensitive health information, with a solid understanding of HIPAA or equivalent data privacy frameworks.
• Self‑motivated, detail‑oriented, and capable of thriving in a remote, fast‑paced setting.

Preferred Qualifications

• Background in the healthcare or diagnostics industry, with familiarity of lab workflows and electronic health record (EHR) systems.
• Experience with CRM or ticketing systems beyond Zendesk, such as Salesforce or ServiceNow.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to interpret support metrics and drive insights.
• Multilingual capabilities, especially Spanish or Tagalog, to support a broader client base.
• Previous experience in a contract-to-hire or project‑based role, demonstrating adaptability and a results‑oriented mindset.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for improvement.
• Technical Aptitude: Comfortable navigating multiple software platforms, troubleshooting technical issues, and learning new tools quickly.
• Communication Excellence: Clear, concise, and empathetic communication across diverse audiences.
• Analytical Thinking: Ability to analyze support data, identify trends, and recommend actionable solutions.
• Collaboration & Teamwork: Strong interpersonal skills, with a track record of working effectively across departments.
• Adaptability: Comfortable with evolving processes, shifting priorities, and continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for professional development. As a Customer Support Associate, you will:

• Gain exposure to cutting‑edge healthcare technology and data‑driven decision making.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access a curated learning curriculum, including certifications in customer success, data analytics, and healthcare compliance.
• Benefit from mentorship programs that pair you with senior leaders in product, engineering, and operations.
• Have the opportunity to transition into roles such as Customer Success Manager, Product Analyst, or Technical Support Engineer, based on performance and interests.

Work Environment & Culture at brighthush

Our remote-first model empowers you to work from anywhere in the Philippines, with flexible hours that accommodate both local and US time zones. We foster a culture of:

• Transparency: Open communication channels, regular town‑halls, and an inclusive decision‑making process.
• Innovation: Encouragement to experiment, propose new ideas, and iterate quickly.
• Well‑Being: Comprehensive wellness programs, mental health resources, and a supportive community.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.
• Recognition: Regular shout‑outs, performance bonuses, and career advancement opportunities.

Compensation & Benefits

We offer a competitive annual salary range of USD 12,000 – 14,400, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Health and dental insurance coverage (for you and your dependents).
• Paid time off (PTO) and flexible holiday scheduling.
• Annual performance bonuses and referral incentives.
• Professional development stipend for courses, certifications, and conferences.
• Access to a company‑wide wellness program, including virtual fitness classes and mental health support.
• Equity or profit‑sharing options (subject to role and tenure).

How to Apply

Ready to join a forward‑thinking team that is reshaping healthcare? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your expertise can help us elevate the customer experience for our partners.

Apply to this role at brighthush

Closing Statement

At brighthush, we are committed to building a future where diagnostic data is not just collected, but transformed into actionable insights that save lives. As a Customer Support Associate, you will be at the heart of this mission, ensuring our clients receive the support they need to harness the power of our platform. If you are a dedicated, process‑oriented professional with a passion for healthcare and a knack for problem‑solving, we invite you to bring your expertise to our dynamic, remote team. Join us, and help shape the next generation of diagnostic healthcare.