Customer Support Specialist II – Patient Experience & Tier 1 Support – Remote, Full‑Time, brighthush

About brighthush

brighthush is a trailblazer in retail healthcare technology, empowering more than 40,000 clinics across North America to deliver seamless, patient‑centric care. From chiropractic and wellbeing practices to vision and dental offices, our integrated platform streamlines every touchpoint—pre‑encounter workflows, practice management, analytics, digital intake, marketing, electronic health records, and payment systems. Our mission is simple: simplify and elevate the retail healthcare experience through cutting‑edge technology that works for both providers and patients.

Why Join brighthush?

At brighthush, we believe that technology should serve people, not the other way around. Our culture is built on collaboration, continuous learning, and a relentless focus on customer delight. As a remote, full‑time Customer Support Specialist II, you’ll be at the frontline of that mission—helping patients and providers navigate our solutions with confidence and ease.

Key Responsibilities

As a Tier 1 support champion, you’ll manage a high volume of support cases across multiple channels while maintaining the highest standards of service quality.

• Multi‑Channel Support: Respond to tickets via email, phone, and chat with empathy and professionalism.
• Case Management: Document, triage, and resolve cases within established service level agreements using Salesforce and Freshdesk.
• Customer Satisfaction: Send post‑resolution surveys, analyze feedback trends, and identify opportunities for improvement.
• Cross‑Functional Collaboration: Work closely with product, engineering, and sales teams to communicate case details and drive resolution.
• Knowledge Base Development: Create and maintain internal and customer‑facing articles to reduce repeat inquiries.
• Escalation Management: Identify recurring issues and elevate them to higher‑tier support or management when necessary.
• Workload Optimization: Use internal tools to schedule follow‑ups, track progress, and balance multiple accounts.
• Continuous Improvement: Participate in process reviews, documentation updates, and project management tasks to enhance support efficiency.
• Product Mastery: Stay current on product releases, feature updates, and best practices to maintain support excellence.

Essential Qualifications

• Minimum 4 years of experience in customer success, account management, or a related field—preferably within SaaS or technology environments.
• High School Diploma or GED required; an associate’s or bachelor’s degree in a relevant discipline is a plus.
• Proven ability to communicate clearly and build rapport with diverse customers.
• Strong problem‑solving and critical‑thinking skills, with a track record of turning challenges into solutions.
• Experience leading or coordinating a team or shift is highly desirable.
• Demonstrated capacity to manage multiple accounts and projects simultaneously in a fast‑paced setting.
• Technical aptitude and eagerness to learn new software, systems, and processes.

Preferred Qualifications

• Experience with Salesforce, Freshdesk, or similar CRM/Helpdesk platforms.
• Background in the healthcare or medical device industry.
• Knowledge of HIPAA compliance and data privacy best practices.
• Fluency in additional languages to support a diverse patient base.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication Excellence: Clear, concise writing and speaking skills across all channels.
• Analytical Thinking: Ability to dissect complex issues and propose actionable solutions.
• Adaptability: Thrive in a dynamic environment with evolving priorities and technologies.
• Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Clear progression from Tier 1 to Tier 2/3 support, and potential transition into product or engineering roles.
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to lead cross‑departmental projects and initiatives.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:

• Inclusive and diverse teams that celebrate different perspectives.
• Transparent communication from leadership to frontline staff.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• A commitment to continuous improvement and innovation.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

We offer a competitive compensation package designed to reward your expertise and dedication:

• Base pay: $22.00 – $25.00 per hour, commensurate with experience.
• Health, dental, and vision insurance plans.
• Paid time off (PTO) and holidays.
• 401(k) retirement plan with company match.
• Potential eligibility for performance bonuses and equity awards.
• Professional development stipend and access to learning resources.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, or any other protected characteristic.

Ready to Make an Impact?

If you’re passionate about helping patients and providers thrive, and you thrive in a fast‑paced, technology‑driven environment, we want to hear from you. Join brighthush as a Customer Support Specialist II and become a vital part of a team that is redefining retail healthcare for the better.

Click the link below to apply and start your journey with brighthush today.