Empathetic Customer Support Specialist – Czech & Slovak Markets – 6‑Hour Remote Shifts, Proactive Outreach, AI‑Enhanced Care – Join brighthush Mental Health Platform

Introduction: Transforming Mental Health Care with brighthush

In a world where mental‑health challenges are increasingly visible, brighthush is pioneering a new era of accessible, affordable, and culturally attuned care. Our platform seamlessly blends licensed therapists, experienced coaches, and peer‑support groups with cutting‑edge AI chat assistants, creating a 24/7 safety net for users across Europe. With over 300,000 therapy sessions already facilitated in nine countries, we’re on a relentless mission to break down barriers—whether they’re geographic, financial, or social—and to make high‑quality mental‑health support a reality for everyone.

As we expand our footprint into the Czech and Slovak markets, we’re looking for a passionate, empathetic, and tech‑savvy Customer Support Specialist to become the first point of contact for users navigating some of the most vulnerable moments of their lives. If you thrive in a fast‑paced, remote‑first environment and want to make a tangible difference, brighthush is the place for you.

Why This Role Matters

Every interaction you have with a user sets the tone for their entire journey—from the moment they reach out with a question or a concern, to the point they book a therapy session and beyond. Your tone, empathy, and proactive guidance will shape the user experience, influence retention, and ultimately impact mental‑health outcomes. By bridging the gap between curiosity and action, you’ll help turn our promise of “easy access to therapy” into a lived reality for thousands of people.

Key Responsibilities

• Reactive Support Excellence – Resolve client and therapist inquiries via chat, email, and ticketing systems. Own the entire lifecycle from first contact to resolution, including compensation decisions and therapist coordination.
• Proactive Outreach Champion – Conduct outbound calls to gather feedback, guide users toward suitable therapists, and convert interest into scheduled sessions. Your outreach will help us refine our matching algorithms and improve user satisfaction.
• Emotionally Intelligent Communication – Handle sensitive conversations with care. Many users reach out during moments of distress; your calm, empathetic tone will be critical to de‑escalation and trust building.
• Localized Content Steward – Keep Czech‑language content fresh and accurate. Collaborate with the content team to refine AI chat scripts, ensuring cultural relevance and linguistic precision.
• Process Improvement Advocate – Identify recurring pain points, propose solutions, and share insights with product and engineering teams to enhance overall service quality.
• Data‑Driven Insight Provider – Track key metrics (first‑response time, resolution rate, user satisfaction scores) and generate weekly reports to inform strategy and continuous improvement.
• Team Collaboration Facilitator – Work closely with cross‑functional teams—product, engineering, marketing, and compliance—to ensure a seamless, user‑centric experience.

Essential Qualifications

• Native Czech speaker (or fluent Slovak) with impeccable written and spoken communication skills.
• English proficiency (B2+) – All internal documentation, meetings, and 1‑on‑1s are conducted in English.
• 1+ year experience in proactive phone outreach – telesales, account management, or similar roles where you initiate conversations rather than just respond.
• Remote work mastery – Demonstrated ability to work independently, manage tickets, and meet deadlines using task and ticketing tools.
• High‑empathy customer handling – Proven track record of managing emotionally charged interactions with compassion and professionalism.
• AI fluency – Comfortable using tools like brighthush, brighthush, brighthush, brighthush to augment your workflow.
• Problem‑solving mindset – Ability to think critically, troubleshoot issues, and propose actionable solutions.
• Adaptability – Thrive in a dynamic environment where priorities shift quickly and new tools or processes are introduced regularly.

Preferred (Nice to Have) Skills

• Experience with brighthush, brighthush Workspace, and brighthush.
• Direct exposure to customers in acute psychological distress.
• Knowledge of mental‑health regulations and data privacy in the EU.
• Familiarity with CRM systems (e.g., Zendesk, Freshdesk) and ticketing workflows.
• Basic data analysis skills (Excel, Google Sheets) to interpret user metrics.

What You’ll Gain

• Career Growth – Start as a frontline specialist and progress to senior support roles, product liaison, or even team lead positions. We value internal mobility and provide clear career ladders.
• Continuous Learning – Access to a curated library of mental‑health courses, AI workshops, and industry conferences. Our learning stipend covers certifications and relevant training.
• Impactful Work – Every interaction you handle directly influences user well‑being. Your feedback will shape product features and service protocols.
• Inclusive Culture – Work alongside a diverse team from 10+ countries. We celebrate cultural differences and foster an environment where every voice is heard.
• Work‑Life Balance – Flexible 6‑hour shifts that fit your personal schedule, combined with a remote‑first policy that lets you work from anywhere in the Czech Republic or Slovakia (or beyond).
• Well‑being Support – Health and wellness stipend covering mental‑health resources, therapy sessions, and fitness memberships.

Work Environment & Culture

• Remote‑first policy: work from anywhere in the Czech Republic or Slovakia (or beyond) with a reliable internet connection.
• Flexible 6‑hour shifts that fit your personal schedule.
• Collaborative, cross‑functional teams that value transparency, continuous improvement, and mutual respect.
• Regular virtual team‑building events, wellness check‑ins, and open‑door leadership sessions.
• Inclusive hiring practices that prioritize diversity, equity, and belonging.
• Transparent communication channels: weekly town halls, real‑time Slack channels, and monthly all‑hands meetings.

Compensation & Benefits

While specific salary figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for customer support specialists in the Czech and Slovak regions.
• Performance‑based bonuses tied to user satisfaction metrics and outreach success rates.
• Health and wellness stipend covering mental‑health resources, therapy sessions, and fitness memberships.
• Generous paid time off, including mental‑health days to support your own well‑being.
• Flexible work‑from‑home arrangements and a stipend for home‑office equipment.
• Professional development budget for courses, certifications, and conference attendance.
• Employee assistance program (EAP) for confidential counseling and support.
• Annual company‑wide retreat (virtual or in‑person) to celebrate achievements and strengthen team bonds.

How to Apply

Ready to make a difference? Submit your application through our careers portal or send your resume and a brief cover letter outlining why you’re the perfect fit for this role to [email protected]. We’re excited to learn how your empathy, tech‑savvy mindset, and proactive spirit can help us transform mental‑health care for Czech and Slovak users.

Closing: Your Opportunity to Transform Lives

At brighthush, we believe that every conversation matters. As a Customer Support Specialist, you’ll be at the frontline of change, turning curiosity into action and ensuring that users feel heard, understood, and empowered. If you’re driven by empathy, thrive in a fast‑paced, tech‑driven environment, and want to contribute to a mission that truly changes lives, we want to hear from you.