Dynamic Email Customer Support Specialist – Healthcare & SaaS – Remote – Clinical Provider Assistance & Knowledge Base Management

About brighthush

At brighthush, we are redefining the way healthcare technology empowers clinical teams. Our mission is to deliver intuitive, secure, and scalable solutions that streamline patient care and enable providers to focus on what matters most: healing. As a rapidly growing SaaS company, we blend cutting‑edge technology with a deep understanding of the clinical workflow, creating products that are both powerful and user‑friendly.

Why Join brighthush?

Working at brighthush means becoming part of a culture that values curiosity, empathy, and continuous improvement. We champion a remote-first environment that respects work‑life balance while fostering collaboration across time zones. Our team is diverse, highly skilled, and driven by a shared passion for transforming healthcare through technology.

Key Benefits

• Competitive salary commensurate with experience
• Fully remote, with flexible core hours (US Central Time 8 AM–5 PM)
• Unlimited paid time off and a generous parental leave policy
• Health, dental, and vision insurance for you and your dependents
• Annual professional development stipend and access to industry conferences
• Equity participation in a high‑growth SaaS company
• Monthly wellness stipend and virtual fitness challenges
• State‑of‑the‑art home‑office equipment allowance

Role Overview

As a Email Customer Support Specialist at brighthush, you will be the frontline of communication between our clinical partners and our product teams. Your primary responsibility is to manage the support inbox, delivering fast, accurate, and empathetic responses to healthcare providers. You will also play a pivotal role in maintaining and expanding our internal knowledge base, ensuring that every team member has access to the most up‑to‑date information.

Core Responsibilities

• Provider Email Support: Respond to clinical provider inquiries with clarity, empathy, and precision, ensuring a first‑response time of under one business hour.
• Independent Problem Solving: Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step‑by‑step instructions.
• Knowledge Base Stewardship: Log recurring questions, draft new articles, and revise existing content to reflect process changes and new product features.
• Escalation Management: Identify complex or high‑priority tickets, route them to the appropriate internal team, and follow up to guarantee timely resolution.
• Metrics & Process Improvement: Track ticket metrics such as first‑response time and resolution time, analyze patterns, and propose actionable improvements to enhance workflow efficiency.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Training teams to relay user feedback and help shape future product enhancements.

Essential Qualifications

• Fluent written English with impeccable grammar, punctuation, and tone control.
• Minimum of one year of email support experience in a healthcare or SaaS environment.
• Proficiency with help‑desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk.
• Experience maintaining a knowledge base or FAQ system.
• Reliable high‑speed internet connection and a secure, distraction‑free home office.
• Strong analytical skills and the ability to diagnose root causes quickly.
• Self‑motivated, proactive, and comfortable working independently.

Preferred Qualifications

• Familiarity with medical or insurance terminology.
• Experience writing SOPs, process documentation, or user guides.
• Previous remote work experience on a distributed team.
• Knowledge of HIPAA compliance and data privacy best practices.
• Experience with customer success metrics and reporting.

Skills & Competencies

• Exceptional written communication and active listening.
• Critical thinking and problem‑solving under pressure.
• Time management and prioritization of multiple tickets.
• Empathy and cultural sensitivity when interacting with diverse clinical teams.
• Adaptability to evolving product features and industry regulations.
• Collaboration across cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As an Email Customer Support Specialist, you will:

• Progress to a Senior Support Engineer or Customer Success Manager role within 12–18 months.
• Gain exposure to product development cycles, influencing feature roadmaps.
• Participate in mentorship programs with senior leaders in product, engineering, and operations.
• Attend industry conferences, webinars, and training sessions to stay ahead of healthcare technology trends.
• Earn certifications in customer support best practices, data privacy, or healthcare informatics.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Weekly virtual coffee chats and team huddles to foster connection.
• Open communication channels via Slack, Teams, and Zoom.
• A flat hierarchy that encourages ideas from all levels.
• Regular recognition programs for outstanding contributions.
• Inclusive hiring practices that celebrate diversity and belonging.

Compensation & Perks

While specific salary ranges are tailored to experience and market conditions, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision coverage for you and your family.
• Flexible paid time off and a generous parental leave policy.
• Annual professional development stipend and conference reimbursement.
• Home‑office equipment allowance and a monthly wellness stipend.

Success Metrics in This Role

We measure success through tangible, impact‑driven metrics:

• First‑response time consistently under one business hour.
• Resolution of routine tickets within one business day.
• Weekly knowledge‑base updates that reduce repetitive inquiries by at least 15%.
• Proactive recommendations that improve workflow efficiency or customer satisfaction scores.

How to Apply

Ready to bring your expertise to brighthush? Please submit:

• A cover letter highlighting your experience with healthcare or SaaS email support.
• Three writing samples that demonstrate clarity, empathy, and technical understanding.
• The phrase "I can think on my feet" embedded in your application to show you read this posting.

Click the link below to apply directly:

Apply to this role at brighthush

Join brighthush Today

If you thrive in a fast‑paced, remote environment and are passionate about improving the lives of healthcare providers, brighthush invites you to apply. Your expertise will help us deliver reliable, user‑friendly solutions that transform patient care worldwide.