Customer Support Specialist – Bilingual Czech & Slovak Proactive Phone Outreach, AI‑Enhanced Service Delivery, Remote (6‑Hour Shifts)

Join brighthush – Transforming Mental Health Care Through Digital Innovation

At brighthush, we are on a mission to make high‑quality mental health support accessible to everyone, wherever they are. Our platform connects individuals with licensed therapists via secure, user‑friendly online psychotherapy sessions. As a fast‑growing leader in the digital health space, we blend cutting‑edge technology, compassionate care, and data‑driven insights to create a seamless experience for both clients and clinicians. If you are passionate about helping people, love working with AI‑powered tools, and thrive in a remote, collaborative environment, we invite you to become a vital part of our customer‑centric team.

Why This Role Matters

Our customers rely on timely, empathetic, and knowledgeable support to navigate the journey toward better mental well‑being. As a Customer Support Specialist focused on the Czech and Slovak markets, you will be the first point of contact for users seeking assistance, guidance, and reassurance. Your proactive outreach will not only resolve issues but also build trust, encourage continued engagement, and ultimately contribute to the positive outcomes of our therapy community.

Key Responsibilities

• Proactive Phone Outreach: Initiate and conduct outbound calls to existing and prospective users, delivering personalized assistance, gathering feedback, and promoting platform features.
• Issue Resolution: Diagnose, troubleshoot, and resolve a wide range of customer inquiries—including account management, technical glitches, and therapy‑session logistics—while maintaining a calm and supportive tone.
• Content Management: Keep knowledge‑base articles, FAQ sections, and internal documentation up‑to‑date, ensuring information is accurate, clear, and reflective of the latest product enhancements.
• AI‑Assisted Support: Leverage AI tools such as ChatGPT, Claude, Perplexity, and Gemini to draft responses, generate insights, and streamline repetitive tasks, thereby increasing efficiency and consistency.
• Collaboration with Cross‑Functional Teams: Work closely with product, engineering, and clinical teams to relay user feedback, suggest improvements, and stay informed about new releases.
• Data‑Driven Reporting: Track key performance indicators (KPIs) like first‑contact resolution, average handling time, and customer satisfaction scores; provide regular reports to management.
• Remote Independence: Manage your own schedule within the defined 6‑hour shift structure, demonstrating self‑discipline, accountability, and a results‑oriented mindset.

Essential Qualifications

• Native fluency in Czech or Slovak with the ability to communicate professionally in the other language.
• English proficiency at B2 level or higher (reading, writing, speaking).
• Minimum of 1 year experience in proactive phone outreach, account management, or a similar customer‑facing role.
• Demonstrated experience providing sensitive customer support, preferably within healthcare, fintech, or SaaS environments.
• Comfortable using AI‑driven tools (ChatGPT, Claude, Perplexity, Gemini) for drafting communications and extracting insights.
• Proficiency with Intercom (Fin), Google Workspace, Notion, and other modern collaboration platforms.
• Strong problem‑solving abilities, empathy, and a genuine desire to help people improve their mental health.
• Reliable high‑speed internet connection and a quiet, dedicated workspace suitable for remote work.

Preferred Qualifications

• Previous experience in the mental‑health or tele‑health industry.
• Familiarity with GDPR and data‑privacy regulations specific to the Czech Republic and Slovakia.
• Experience handling multilingual support tickets and translating technical content.
• Certification or training in customer‑service excellence, conflict resolution, or related fields.
• Knowledge of additional languages (e.g., Polish, German) is a plus.

Skills & Tools You’ll Use Daily

• AI Assistants: ChatGPT, Claude, Perplexity, Gemini – for drafting responses, summarizing conversations, and generating knowledge‑base content.
• Customer Communication Platforms: Intercom (Fin), email, and phone systems.
• Productivity Suites: Google Workspace (Docs, Sheets, Slides, Calendar), Notion for internal knowledge management.
• Data & Reporting: Basic Excel/Sheets analytics, ticketing dashboards, and KPI tracking tools.
• Soft Skills: Active listening, emotional intelligence, clear written and verbal communication, time management, and adaptability.

Work Environment & Culture at brighthush

We believe that a supportive workplace fuels exceptional service. At brighthush, you will enjoy:

• Fully Remote Setup: Work from anywhere in the Czech Republic, with flexible scheduling that respects your personal life.
• Collaborative Community: Regular virtual coffee chats, team‑building activities, and cross‑departmental workshops to keep you connected.
• Learning & Development: Access to online courses, AI‑tool training, and mentorship programs designed to accelerate your career in digital health.
• Inclusive Values: A culture that celebrates diversity, mental‑health awareness, and open dialogue.
• Transparent Leadership: Quarterly town halls, open‑door policy with senior management, and clear pathways for feedback.

Compensation, Perks & Benefits

• Competitive Salary: CZK 286,000 per year, paid monthly.
• Performance Bonuses: Quarterly incentives based on KPI achievement and customer satisfaction scores.
• Health & Wellness: Private health insurance, mental‑health days, and complimentary access to brighthush therapy sessions.
• Technology Stipend: Annual allowance for home‑office equipment, high‑speed internet, or ergonomic accessories.
• Professional Growth: Budget for certifications, conferences, and language courses.
• Paid Time Off: Generous vacation policy plus public holidays observed in the Czech Republic.
• Community Impact: Opportunity to contribute to a platform that directly improves mental‑health outcomes for thousands of users.

Career Path & Advancement Opportunities

Starting as a Customer Support Specialist, you can progress to senior or team‑lead roles, move into quality assurance, training, or even product management, depending on your interests and performance. brighthush invests heavily in internal mobility, offering clear promotion tracks, leadership development programs, and the chance to shape the future of digital mental‑health care.

Application Process

If you are ready to combine your language expertise, proactive mindset, and passion for mental‑health advocacy, we would love to hear from you. Please submit your resume, a brief cover letter highlighting relevant experience, and any examples of AI‑enhanced support work you have done.

Join brighthush today and become a catalyst for positive change in the lives of people seeking mental‑health support across the Czech and Slovak regions.