Dynamic Remote Customer Support Specialist – Empowering Therapists & Patients Across the U.S. – Flexible Hours, Competitive Compensation

About brighthush

brighthush is a trailblazing telehealth platform dedicated to transforming mental health care through technology, empathy, and innovation. By connecting licensed therapists with patients nationwide, we create a seamless, supportive ecosystem that empowers both providers and recipients to thrive. Our mission is simple yet profound: to make high‑quality mental health services accessible, affordable, and effective for everyone, regardless of location or circumstance.

At brighthush, we believe that the backbone of any successful digital health service is the people who keep the system running smoothly. That’s why we’re looking for a passionate, detail‑oriented Customer Support Specialist to join our remote team. If you thrive in a fast‑paced, collaborative environment and love helping others succeed, we want to hear from you.

Why Join brighthush?

• Fully Remote, Anywhere in the U.S. – Work from the comfort of your own home while staying connected to a vibrant, nationwide community.
• Competitive Salary & Flexible Hours – Earn a market‑competitive wage with the freedom to choose shifts that fit your lifestyle.
• Impactful Work – Your support will directly influence the success of therapists and the well‑being of patients.
• Growth & Development – Access to continuous learning resources, mentorship programs, and clear career pathways.
• Inclusive Culture – A diverse, supportive team that values collaboration, transparency, and personal well‑being.

Key Responsibilities

As a Customer Support Specialist at brighthush, you will be the frontline champion for our therapist community. Your day‑to‑day tasks will include:

• Managing a shared inbox for therapist inquiries across multiple channels—SMS, phone, and email—ensuring timely, accurate responses.
• Providing proactive, solution‑focused support to therapists, helping them navigate the platform, troubleshoot issues, and optimize their treatment workflows.
• Collecting, analyzing, and reporting common themes or pain points from therapist feedback to inform product and process improvements.
• Collaborating with cross‑functional teams—Product, Engineering, Training, and Compliance—to drive continuous enhancements in the therapist experience.
• Authoring and maintaining a comprehensive knowledge base, including canned responses, troubleshooting guides, and best‑practice documentation.
• Participating in regular team meetings, training sessions, and quality assurance reviews to uphold the highest support standards.
• Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and taking ownership of improvement initiatives.
• Ensuring compliance with data privacy regulations (HIPAA, GDPR, etc.) when handling sensitive information.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Communications, Psychology, or a related field preferred.
• Minimum of 2 years of customer support experience, ideally in a SaaS or telehealth environment.
• Strong written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency with help desk software (e.g., Zendesk, Freshdesk) and CRM platforms.
• Demonstrated ability to manage multiple priorities and maintain composure under pressure.
• Experience working remotely and managing time effectively in a flexible schedule.
• Basic understanding of mental health terminology and the therapeutic process is a plus.
• Commitment to maintaining confidentiality and adhering to privacy regulations.

Preferred Qualifications

• Experience in the mental health or healthcare technology sector.
• Knowledge of HIPAA compliance and secure data handling practices.
• Multilingual support capabilities (Spanish, French, etc.) to serve a broader therapist base.
• Previous involvement in process improvement projects or quality assurance initiatives.
• Familiarity with telehealth platforms and virtual care workflows.

Core Skills & Competencies

• Customer‑Centric Mindset – Passion for helping others and a genuine desire to improve the therapist experience.
• Problem‑Solving – Analytical thinking and a proactive approach to identifying root causes and solutions.
• Technical Aptitude – Comfortable learning new software tools quickly and troubleshooting basic technical issues.
• Collaboration – Ability to work effectively with cross‑functional teams and share insights that drive product evolution.
• Adaptability – Thrives in a dynamic environment where priorities can shift rapidly.
• Time Management – Self‑discipline to meet deadlines and maintain high productivity in a remote setting.
• Empathy & Emotional Intelligence – Sensitivity to the challenges therapists face and the ability to respond with compassion.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent and fostering professional development. As a Customer Support Specialist, you’ll have the chance to:

• Progress into senior support roles, such as Support Team Lead or Customer Success Manager.
• Transition into product or operations positions, leveraging your frontline insights to shape platform enhancements.
• Participate in leadership training programs and mentorship initiatives designed to accelerate career trajectories.
• Attend industry conferences, webinars, and workshops—many of which are covered by brighthush—to stay ahead of emerging trends in telehealth and customer experience.
• Contribute to internal knowledge‑sharing sessions, helping to elevate the entire support organization.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote team is built on:

• Open Communication – Regular virtual town halls, team stand‑ups, and feedback loops keep everyone aligned.
• Flexibility – We trust our employees to manage their schedules while meeting performance expectations.
• Well‑Being Focus – Access to mental health resources, wellness stipends, and virtual fitness classes.
• Diversity & Inclusion – A welcoming environment where diverse perspectives are celebrated and leveraged for innovation.
• Recognition & Rewards – Monthly shout‑outs, spot bonuses, and a culture that celebrates both individual and team achievements.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers:

• Competitive base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and resolution time.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and a generous holiday schedule.
• 401(k) retirement plan with company match.
• Well‑being stipend for home office equipment, internet, or wellness activities.
• Access to mental health counseling services and employee assistance programs.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to make a tangible difference in the lives of therapists and patients? Submit your application through our careers portal or click the link below to start your journey with brighthush:

Apply to brighthush Today

Join brighthush – Where Compassion Meets Innovation

At brighthush, we’re not just building a platform; we’re building a community. As a Customer Support Specialist, you’ll be the bridge that connects therapists to the tools and resources they need to succeed. Your work will directly impact the quality of care patients receive and the satisfaction of our provider partners. If you’re driven by purpose, eager to learn, and ready to thrive in a flexible, remote environment, we invite you to apply and become part of our mission to revolutionize mental health care.