Customer Support Specialist – SaaS & Technical Support Expert for Innovative Health‑Tech Platform at brighthush

About brighthush

brighthush is a trailblazing health‑tech company that empowers behavioral health, therapy, and home‑health providers with a unified, cloud‑based platform. Our mission is to simplify the most complex aspects of care delivery—scheduling, documentation, billing, and compliance—so clinicians can focus on what matters most: patient outcomes. With a rapidly growing customer base across North America, brighthush is at the forefront of digital transformation in the healthcare industry, combining cutting‑edge technology with a deep commitment to user experience.

Role Overview

As a Customer Support Specialist at brighthush, you will be the first line of defense for our valued clients. You will provide timely, empathetic, and technically sound assistance to users navigating our SaaS platform. Your role will bridge the gap between our product team and our customers, ensuring that every interaction contributes to a seamless, positive experience. If you thrive in a fast‑paced, remote environment and enjoy turning complex challenges into simple solutions, this is the role for you.

Key Responsibilities

• Deliver exceptional front‑line support via email, chat, and phone, ensuring high customer satisfaction scores.
• Diagnose and troubleshoot technical issues related to the brighthush platform, including integrations with third‑party services.
• Educate customers on best practices, new features, and workflow optimizations through clear, concise communication.
• Document all interactions in our CRM, maintaining accurate and up‑to‑date records for future reference.
• Collaborate with product, engineering, and sales teams to relay customer feedback and help shape product enhancements.
• Participate in on‑call rotations and high‑priority incident response as needed.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and training materials.

Essential Qualifications

• Minimum of 2 years of customer‑facing experience, preferably in a SaaS or tech support environment.
• Fluent in English, both written and spoken, with excellent communication skills.
• Strong analytical and problem‑solving abilities, capable of diagnosing issues quickly and accurately.
• Comfortable learning new software tools and adapting to evolving technology stacks.
• Experience with customer support platforms such as HubSpot, Zoho Desk, or Tawk.to.
• Demonstrated ability to work independently in a remote setting, managing time and priorities effectively.

Preferred Qualifications

• Experience in the healthcare or behavioral health industry, with an understanding of compliance and regulatory requirements.
• Knowledge of CRM and ticketing systems beyond the basics, including workflow automation and reporting.
• Familiarity with API integrations and basic troubleshooting of webhooks or RESTful services.
• Previous involvement in creating or updating support documentation and training resources.
• Experience working with cross‑functional teams in an agile environment.

Skills & Competencies

• Technical proficiency: Comfortable navigating complex software, troubleshooting errors, and guiding users through step‑by‑step solutions.
• Customer‑centric mindset: Passionate about delivering outstanding service and turning challenges into opportunities for improvement.
• Communication: Clear, concise, and empathetic in all forms of communication—written, verbal, and visual.
• Collaboration: Ability to work seamlessly with product, engineering, and sales teams to resolve issues and share insights.
• Adaptability: Quick learner who thrives in a dynamic environment with evolving tools and processes.
• Time management: Skilled at prioritizing tasks, meeting deadlines, and maintaining high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, industry trends, and soft‑skill development.
• Mentorship from senior support engineers and product managers, fostering a culture of knowledge sharing.
• Clear career pathways: Transition into senior support roles, technical account management, or product management based on performance and interests.
• Participation in cross‑functional projects, giving you exposure to engineering, UX, and data analytics teams.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. We celebrate diversity, encourage innovation, and prioritize work‑life balance. Key cultural pillars include:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team gatherings, hackathons, and wellness sessions.
• Open communication channels—Slack, Zoom, and a dedicated internal knowledge hub.
• Recognition programs that highlight outstanding contributions and milestones.
• Commitment to continuous improvement, both personally and organizationally.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for SaaS support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity opportunities for long‑term employees.
• Access to a modern, fully‑equipped home office stipend.

How to Apply

Ready to join a mission‑driven team that is reshaping the future of health‑tech? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your skills and passion align with brighthush’s vision.

Apply to this role now

Join brighthush Today

At brighthush, every customer interaction is an opportunity to make a real difference in the lives of patients and providers alike. If you are a proactive, tech‑savvy professional who thrives on solving problems and delivering exceptional service, we invite you to bring your expertise to our dynamic team. Together, we will continue to innovate, support, and elevate the standards of behavioral health care.