Customer Support Associate – Tier 1 Technical Support Specialist for Remote‑First Healthcare Infrastructure at brighthush

About brighthush

At brighthush, we’re redefining how diagnostic data powers the future of personalized medicine. By building a robust, cloud‑native infrastructure that connects labs, wearables, and digital health platforms, we’re turning raw health data into actionable insights that improve patient outcomes and reduce costs. Our mission is simple yet ambitious: unlock unprecedented insight into human health and disease through seamless data integration.

Why Join brighthush?

We’re a fast‑growing, remote‑first company that’s already connecting millions of patients worldwide. Backed by leading investors, we’re tackling one of the most pressing challenges of our time—making healthcare personalized, proactive, and affordable. If you’re passionate about technology that supercharges healthcare, you’ll thrive in our collaborative, high‑impact environment.

Role Overview

As a Customer Support Associate on our Tier 1 team, you’ll be the first line of defense for every support ticket that arrives. Your calm, methodical approach will ensure that patients receive their lab results on time, and that our partners—labs, mobile phlebotomy vendors, and other service providers—are kept in sync. You’ll own the entire ticket lifecycle, from triage to resolution, and collaborate closely with product, engineering, operations, and customer success to unblock issues quickly.

Key Responsibilities

• Own Customer Issues End‑to‑End – Investigate, diagnose, and resolve customer‑reported problems, ensuring a clear path to resolution.
• High‑Volume Operational Queue Management – Triage, prioritize, and route tickets so the right team member addresses each issue swiftly.
• Direct Vendor Liaison – Call labs, mobile phlebotomy vendors, and other partners to track results, correct patient details, and drive timely resolution.
• Clear, Empathetic Communication – Write and speak with empathy and precision on tickets, Slack, and phone calls, especially when dealing with complex or stressful situations.
• Cross‑Functional Collaboration – Partner with product, engineering, operations, and customer success to unblock issues and provide early escalation when needed.
• Knowledge Base Development – Document solutions and best practices so future customers and teammates can find answers faster.
• Continuous Process Improvement – Identify repetitive pain points and propose or implement better workflows, leveraging AI and automation tools where appropriate.

Essential Qualifications

• 2+ years of support experience in a B2B2C SaaS environment, ideally within a structured support framework.
• Hands‑on ability to reproduce, troubleshoot, and resolve customer issues, taking full ownership until closure.
• Experience working in a small or mid‑size company where playbooks are minimal and self‑direction is key.
• Comfortable managing a busy queue while maintaining high quality and speed of ticket resolution.
• Exceptional written and verbal communication skills, with a calm, empathetic tone.
• Proactive mindset: when you see a repetitive issue, you design a better solution.
• Familiarity with AI tools and a willingness to experiment with new technologies to improve support workflows.

Preferred (but not required) Qualifications

• Background in healthcare or diagnostics, or familiarity with medical APIs.
• Experience with lab‑ordering or lab‑information‑system (LIS) integrations.
• Knowledge of HIPAA compliance and data privacy best practices.

Skills & Competencies

• Problem‑solving: methodically dissect complex issues and find root causes.
• Time management: juggle multiple tickets while meeting SLA targets.
• Collaboration: work seamlessly with cross‑functional teams to deliver solutions.
• Adaptability: thrive in a fast‑changing environment with evolving processes.
• Customer‑centric mindset: always put the patient and partner experience first.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career advancement. You’ll have access to:

• Monthly learning budget of $150 for courses, certifications, or conferences.
• Annual wellness budget of $100 to support your health and well‑being.
• Regular internal knowledge‑sharing sessions and “Lunch & Learn” events.
• Clear career ladder: from Tier 1 Support to Senior Support, Team Lead, or Product Specialist roles.
• Mentorship from senior engineers and product managers.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, transparency, and impact. We offer:

• 36 days of paid time off, including bank holidays.
• Premium healthcare coverage and a 4% monthly contribution to your pension/401k.
• Year‑long blood test coverage—because we care about your health.
• Enhanced parental, foster, and adoption leave.
• Monthly coworking budget for those who prefer a physical workspace.
• Annual company offsites and quarterly virtual team‑building events.
• Flexible work hours within the US Eastern Time zone (must be based in GMT or EST).

Compensation & Perks

Competitive salary range: $50,000–$70,000, commensurate with experience and location. Additional benefits include:

• Equity: extended exercise post 2 years of employment.
• Home office stipend of $1,000 to set up your ideal workspace.
• Flexible remote work policy with support for home‑office equipment.
• Access to cutting‑edge tools and technologies.

Important Hiring Details

We only hire candidates physically based in the GMT or EST time zones. At this stage, we do not sponsor visas.

How to Apply

If you’re excited about solving real‑world problems in healthcare and want to join a team that values empathy, ownership, and continuous improvement, we’d love to hear from you. Click the link below to submit your application and take the first step toward making a tangible impact on patient care.