Customer Support Specialist – Remote, Part‑Time/Full‑Time, Brighthush – Deliver Exceptional Service, Resolve Technical Issues, and Drive Continuous Improvement

About Brighthush

Brighthush is a forward‑thinking technology partner that empowers healthcare organizations to deliver seamless, patient‑centric care through innovative digital solutions. With a global footprint and a mission to transform clinical workflows, Brighthush blends cutting‑edge software with a deep commitment to customer success. Our team is built on a foundation of collaboration, curiosity, and a relentless pursuit of excellence. Whether you’re a seasoned professional or an emerging talent, Brighthush offers a dynamic environment where your ideas shape the future of healthcare technology.

Why Brighthush?

At Brighthush, we believe that every interaction matters. Our culture is defined by:

• Innovation at Scale: We invest in research, development, and continuous improvement to stay ahead of industry trends.
• People‑First Philosophy: Your growth, well‑being, and professional development are our top priorities.
• Impactful Work: Your contributions directly influence the quality of care delivered to patients worldwide.
• Inclusive Community: Diversity, equity, and inclusion are woven into every aspect of our organization.

Key Responsibilities

As a Customer Support Specialist at Brighthush, you will be the frontline advocate for our clients, ensuring they receive timely, accurate, and empathetic assistance. Your day‑to‑day duties will include:

• Responding to inbound customer inquiries via phone, email, and chat, providing clear, concise, and professional solutions.
• Diagnosing and troubleshooting technical issues related to our cloud‑based clinical solutions, escalating complex problems to engineering when necessary.
• Maintaining meticulous records of all customer interactions in our CRM system, ensuring data integrity and compliance with industry regulations.
• Collaborating with cross‑functional teams—product, engineering, and quality—to identify recurring pain points and propose actionable process improvements.
• Educating customers on product features, best practices, and new releases through live demonstrations, webinars, and written guides.
• Monitoring and meeting key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Participating in continuous learning initiatives, including product training, soft‑skill workshops, and industry certifications.
• Contributing to the creation and maintenance of knowledge‑base articles, FAQs, and troubleshooting playbooks.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of experience in a customer support or technical support role, preferably within the healthcare or SaaS industry.
• Strong verbal and written communication skills, with the ability to translate complex technical concepts into layperson’s terms.
• Proficiency with customer‑relationship management (CRM) platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Demonstrated problem‑solving aptitude and a methodical approach to troubleshooting.
• Comfortable working in a remote environment, with reliable high‑speed internet and a dedicated workspace.
• Ability to manage multiple priorities, meet deadlines, and maintain a high level of accuracy under pressure.
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Experience with healthcare‑specific software, such as electronic health records (EHR) or clinical decision support systems.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to remote support tools (e.g., remote desktop, screen‑sharing, and virtual meeting platforms).
• Fluency in additional languages (Spanish, French, Mandarin, etc.) to serve a diverse client base.
• Certifications in customer service, technical support, or related fields (e.g., ITIL, CompTIA A+).
• Experience in a fast‑paced, high‑volume support environment.

Required Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Acumen: Ability to quickly grasp new software features and troubleshoot issues across multiple platforms.
• Analytical Thinking: Strong data interpretation skills to identify trends and recommend improvements.
• Adaptability: Comfortable navigating changing priorities and evolving product roadmaps.
• Collaboration: Proven track record of working effectively with cross‑functional teams.
• Time Management: Efficiently prioritize tasks to meet or exceed service level agreements.
• Communication: Clear, concise, and professional communication across all channels.
• Empathy: Ability to understand and respond to customer emotions and concerns.

Career Growth & Learning Opportunities

At Brighthush, your career trajectory is as dynamic as the solutions we build. We offer:

• Structured mentorship programs pairing you with senior leaders and subject‑matter experts.
• Access to a comprehensive learning portal featuring courses on product knowledge, soft skills, and industry trends.
• Opportunities to transition into specialized roles such as Product Support Engineer, Customer Success Manager, or Technical Trainer.
• Annual performance reviews that align your goals with the company’s strategic objectives.
• Support for external certifications and conferences to broaden your expertise.

Whether you aspire to deepen your technical expertise or broaden your leadership capabilities, Brighthush provides the resources and guidance to help you thrive.

Work Environment & Company Culture

Brighthush’s remote‑first culture is designed to foster autonomy, collaboration, and well‑being. Highlights include:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, including game nights, wellness challenges, and knowledge‑sharing sessions.
• Open‑door communication channels, ensuring every voice is heard and valued.
• Commitment to mental health, with access to counseling services, mindfulness resources, and wellness stipends.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.

Compensation, Perks & Benefits

While specific figures may vary based on role and experience, Brighthush offers a competitive compensation package that includes:

• Base salary ranging from $20,000 to $25,000 annually for part‑time positions, with full‑time roles offering a commensurate increase.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans with employer contributions.
• Life insurance and disability coverage to protect you and your family.
• 401(k) retirement plan with company matching to help you build long‑term wealth.
• Unlimited paid time off (PTO) to support work‑life balance and personal rejuvenation.
• Professional development stipend to fund courses, certifications, or conferences.
• Technology stipend for home‑office equipment and high‑speed internet.
• Employee referral bonus program rewarding you for bringing top talent to Brighthush.

How to Apply

Ready to join a team that values innovation, empathy, and growth? Submit your resume and a brief cover letter outlining why you’re the ideal fit for Brighthush’s Customer Support Specialist role. We’re hiring immediately and look forward to exploring how your skills can elevate our customer experience.