Dynamic Customer Support Specialist – FinTech Innovation & Patient Experience Champion at brighthush

About brighthush

brighthush is a trailblazing FinTech company that has redefined how medical practices—dentists, medical aesthetics clinics, veterinary offices, and more—serve their patients. Since its inception in 2019, brighthush has built the simplest, fastest, and most inclusive Buy Now, Pay Later solution for healthcare providers, enabling them to treat more patients by making services financially accessible. Founded by Stanford entrepreneurs with a proven track record of successful exits, brighthush is backed by an all‑star lineup of investors, including brighthush and brighthush. Our mission is to empower providers with a frictionless payment platform that drives growth, improves patient satisfaction, and fuels sustainable revenue streams.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is reshaping the intersection of finance and healthcare. We value curiosity, resilience, and a relentless focus on customer delight. As a Customer Support Specialist, you’ll be the frontline ambassador for our providers and patients, ensuring every interaction reflects the brand’s commitment to excellence. In addition to a competitive salary and equity package, you’ll enjoy:

• Fully remote work with flexible scheduling, including occasional weekend or holiday coverage as needed.
• Annual company retreats in scenic locations—summer and winter—designed to foster collaboration and recharge.
• Generous paid maternity and paternity leave, along with comprehensive medical, vision, and dental benefits.
• Access to continuous learning resources, mentorship programs, and cross‑departmental projects that accelerate your career trajectory.
• A culture that celebrates transparency, innovation, and a “startup mindset” where your ideas can shape product and process improvements.

Key Responsibilities

• Serve as the primary point of contact for providers and patients across multiple channels—phone, live chat, email, and text—delivering solutions with a one‑call resolution mindset.
• Manage a high volume of inbound and outbound inquiries, maintaining meticulous documentation of all interactions and account‑level issues.
• Analyze current support workflows, identify bottlenecks, and propose actionable improvements to enhance both customer experience and operational efficiency.
• Collaborate closely with product, engineering, and finance teams to troubleshoot complex cases, escalating when necessary and ensuring timely resolution.
• Participate in daily stand‑ups, sprint planning, and retrospective meetings to align on priorities and share insights from the front lines.
• Maintain a deep understanding of brighthush’s product suite, pricing models, and regulatory landscape to provide accurate, compliant guidance.
• De‑escalate challenging situations with empathy, professionalism, and a solutions‑oriented approach, turning potential friction into loyalty.
• Contribute to the development of knowledge base articles, FAQs, and training materials that empower both internal teams and external users.
• Adapt quickly to evolving policies, product updates, and market dynamics in a fast‑paced startup environment.

Essential Qualifications

• Minimum of 1 year of experience in a customer support role, preferably within consumer lending, fintech, or related financial services.
• Proven ability to handle high‑volume, omni‑channel communication with a focus on first‑contact resolution.
• Strong organizational skills, with the capacity to prioritize tasks, manage time effectively, and maintain strict attention to detail.
• Excellent written and verbal communication skills, capable of conveying complex information in a clear, concise manner.
• Proficiency in Excel or Google Sheets at an intermediate level, enabling data analysis and reporting.
• Demonstrated work ethic and pride in performance, with a track record of meeting or exceeding service level agreements.
• High school diploma or GED required; a college degree is highly desirable.
• Experience working in a startup environment, thriving in a fast‑changing, collaborative culture.

Preferred Qualifications

• Background in consumer lending or financial products, with an understanding of credit risk, underwriting, and regulatory compliance.
• Experience with CRM systems (e.g., Zendesk, Freshdesk, Salesforce) and ticketing platforms.
• Knowledge of healthcare payment workflows and familiarity with medical billing terminology.
• Multilingual capabilities, especially in Spanish or other widely spoken languages in the U.S. market.
• Prior exposure to data‑driven decision making, using metrics to drive continuous improvement.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Ability to diagnose issues quickly, recommend actionable solutions, and follow through to resolution.
• Communication: Clear, empathetic, and professional communication across all channels.
• Adaptability: Comfortable with rapid change, ambiguity, and evolving priorities.
• Collaboration: Strong teamwork skills, with a willingness to cross‑functional collaboration.
• Technical Aptitude: Comfortable learning new tools, platforms, and processes on the fly.
• Data Literacy: Ability to interpret and leverage data to inform decisions and improve processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Support Specialist, you’ll have the chance to:

• Progress into senior support roles, such as Team Lead or Customer Success Manager, overseeing larger accounts and mentoring junior staff.
• Transition into product or operations roles, leveraging your frontline insights to shape feature development and process optimization.
• Participate in leadership training programs, workshops, and industry conferences that broaden your skill set and network.
• Earn equity in a high‑growth company, aligning your success with the long‑term value of brighthush.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote-first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls where leadership shares updates and invites feedback.
• Open‑door policy—anyone can reach out to senior leaders for guidance or to propose ideas.
• Regular hackathons and cross‑departmental projects that encourage creative problem solving.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.

Compensation & Benefits

We offer a competitive compensation package designed to attract top talent:

• Base Salary: $75,000 per year.
• On‑Target Bonus: $25,000 annually, tied to individual and company performance.
• Equity: Generous grant of company shares, vesting over four years.
• Health Benefits: Comprehensive medical, vision, and dental plans.
• Paid Time Off: Generous PTO, paid maternity and paternity leave.
• Remote Work: Fully remote role with flexible scheduling.
• Retreats: Annual summer and winter retreats to foster team bonding.

How to Apply

If you’re ready to make a tangible impact on the healthcare FinTech landscape and thrive in a dynamic, growth‑oriented environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Support Specialist role at brighthush. Applications can be submitted through our career portal or via the link below.

Apply Now

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.