Dynamic Customer Experience Associate – Global Genomic Diagnostics & Customer Success Specialist at brighthush

About brighthush

brighthush is a pioneering force in the world of genomic diagnostics, dedicated to transforming patient care through cutting‑edge cell‑free DNA (cfDNA) testing. Our mission is simple yet profound: to embed personalized genetic testing into everyday clinical practice, empowering physicians, patients, and laboratories to make faster, more accurate decisions that improve outcomes and extend lives. With a team of world‑class scientists, clinicians, data analysts, and software engineers, brighthush is reshaping the landscape of disease management and setting new standards for quality, speed, and accessibility.

As a global leader, we serve a diverse portfolio of customers—including medical professionals, patients, laboratory staff, channel partners, supply‑chain teams, and sales organizations—across the United States and internationally. Our culture thrives on curiosity, collaboration, and a relentless commitment to excellence. If you’re passionate about science, technology, and making a tangible difference in people’s lives, brighthush offers a dynamic, fast‑paced environment where your contributions matter.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly supports the delivery of life‑changing diagnostics to patients worldwide.
• Career Growth: We invest in your professional development through mentorship, training, and cross‑functional projects that broaden your skill set.
• Inclusive Culture: Diversity, equity, and inclusion are woven into our DNA. We celebrate varied perspectives and foster a collaborative environment where everyone can thrive.
• Competitive Compensation & Benefits: A comprehensive package that includes medical, dental, vision, life, disability, 401(k) matching, paid parental leave, commuter benefits, and more.
• Remote Flexibility: Work from anywhere in the United States with a flexible schedule that supports work‑life balance.

Position Summary

The Customer Experience Associate at brighthush serves as the frontline liaison between our internal teams and external customers—including physicians, patients, laboratory personnel, and channel partners—across both domestic and international regions. Reporting directly to the Customer Experience Supervisor, you will manage a wide array of interactions via telephone, email, and other electronic channels, ensuring that all customer inquiries, complaints, and requests are resolved efficiently and accurately.

Key Responsibilities

• Act as the primary point of contact for internal and external customers, gathering essential information required for processing test samples, including patient contact details, physician and clinic data, billing and insurance information, and requested test panels.
• Communicate test status updates to customers in accordance with protocol, and coordinate the resending or re‑submission of test results when necessary.
• Schedule mobile phlebotomy appointments and triage technical issues, escalating to the appropriate specialist or support team as needed.
• Coordinate clinical inquiries with Genetic Counseling staff, ensuring timely and accurate responses.
• Support the Sales team by processing account requests such as account setup, changes, kit and supply orders, pre‑filled requisition processing, and order tracking.
• Respond promptly to inquiries and complaints regarding missing or delayed test samples, results reports, and other customer concerns.
• Collect, evaluate, and document all relevant information to resolve inquiries, perform customer verifications, and maintain accurate records of interactions and follow‑ups.
• Escalate unresolved issues to senior staff or other departments, ensuring a seamless handoff and resolution.
• Maintain a deep understanding of all genetic tests offered by brighthush, including sample requirements, turnaround times, required patient health information, and proper completion of request forms and waivers.
• Mentor and train new hires, fostering a culture of continuous learning and high performance.
• Adhere to HIPAA policies and brighthush procedures for handling Protected Health Information (PHI) in both paper and electronic formats.
• Stay current with all training requirements and certifications mandated by brighthush.
• Perform additional duties as assigned to support business needs and operational excellence.

Essential Qualifications

• High school diploma or equivalent required; a two‑ or four‑year undergraduate degree or relevant certification preferred.
• Minimum of 2 years of customer service experience, preferably in a regulated or technical environment.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Proficiency in Microsoft Office Suite and Google Workspace (Drive, Gmail, Docs, Sheets).
• Excellent attention to detail, organizational skills, and the ability to manage multiple priorities simultaneously.
• Experience handling PHI and a solid understanding of HIPAA compliance.
• Adaptability and resilience in a fast‑changing, high‑volume environment.

Preferred Qualifications & Skills

• Multilingual capabilities (e.g., Spanish, French, Mandarin) to serve a diverse customer base.
• Experience with Salesforce CRM, Laboratory Information Management Systems (LIMS), Twilio, or other virtual telephony/communication platforms.
• Data gathering, sorting, maintenance, and analysis skills.
• Background in healthcare, genetics, or laboratory operations is a plus.
• Prior experience in a customer‑facing role within a regulated industry (e.g., medical devices, pharmaceuticals).

Core Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve customer problems.
• Problem‑Solving: Analytical thinking, root‑cause analysis, and creative solution development.
• Communication: Clear, concise, and professional communication across all channels.
• Collaboration: Ability to work cross‑functionally with Sales, Lab, IT, and Compliance teams.
• Time Management: Prioritization, multitasking, and meeting deadlines in a high‑volume environment.
• Technical Proficiency: Comfortable navigating multiple software platforms and quickly learning new tools.

Career Growth & Development

At brighthush, we believe that your career trajectory should be as dynamic as the science we practice. As a Customer Experience Associate, you will have the opportunity to:

• Advance into senior customer support roles, such as Customer Success Manager or Customer Experience Lead.
• Transition into specialized areas like Clinical Operations, Sales Enablement, or Regulatory Affairs.
• Participate in cross‑departmental projects that influence product development, workflow optimization, and customer engagement strategies.
• Access continuous learning resources, including online courses, certifications, and mentorship programs.
• Attend industry conferences and workshops to stay abreast of emerging trends in genomics and customer experience.

Work Environment & Culture

brighthush’s culture is built on transparency, collaboration, and a shared commitment to scientific excellence. Our remote‑first model empowers employees to work from anywhere in the United States while maintaining strong connections through virtual team meetings, collaborative tools, and regular check‑ins. We celebrate achievements, encourage innovation, and provide a supportive environment where every voice is heard.

Compensation & Benefits

We offer a competitive base salary ranging from $18 to $21 per hour, commensurate with experience, skills, and location. In addition to your base pay, you will receive:

• Health, dental, vision, life, and disability insurance for you and your dependents.
• 401(k) plan with company match.
• Paid parental leave, vacation, and sick days.
• Commuter benefits and flexible work arrangements.
• Employee referral bonus program.
• Access to free or discounted brighthush testing for employees and their families.
• Professional development stipend and tuition reimbursement for relevant courses.

How to Apply

If you are ready to join a team that is redefining the future of genomic diagnostics and delivering exceptional customer experiences, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to exploring how your skills and passion can contribute to our mission.

To apply, click the link below or visit our careers page: