Experienced Bilingual Customer Success Specialist I – Champion Compassionate Care, Member Engagement, and Service Excellence at brighthush – Remote, Flexible Hours, Career Growth Opportunities

About brighthush

brighthush is a trailblazing pioneer in the senior care and companionship sector, redefining how families and individuals experience support during life’s most vulnerable moments. With a mission to empower people to live independently and with dignity, brighthush connects compassionate caregivers with families across the United States through a seamless, technology‑driven platform. Our culture is built on empathy, innovation, and a relentless commitment to community. We believe that every interaction—whether it’s a phone call, a scheduled visit, or a post‑hospital discharge follow‑up—has the power to transform lives.

Why Join brighthush?

As a Customer Success Specialist I, you will be the first line of support for our members, the voice that brings reassurance, clarity, and hope. At brighthush, you’ll work in a fast‑paced, purpose‑driven environment that values your voice, encourages growth, and rewards impact. We offer a competitive salary, equity opportunities, comprehensive health benefits, and a culture that celebrates authenticity, transparency, and collaboration.

Key Responsibilities

• Answer Inbound Member Calls: Serve as the welcoming, professional, and compassionate first point of contact for members seeking assistance with scheduling, concerns, or general inquiries.
• Assist with Scheduling Needs: Coordinate the scheduling, rescheduling, or cancellation of brighthush visits, ensuring that each member’s unique preferences and needs are met.
• Provide Service Education: Clearly explain brighthush’s suite of services—including companionship, transportation, light housework, and post‑discharge support—guiding members to maximize their benefits.
• Handle Escalations with Care: Collaborate with the Visit Support team to manage real‑time escalations, ensuring swift resolution and member satisfaction.
• File and Document Member Complaints: Create and update Zendesk tickets with accurate, detailed information, and ensure timely escalation when necessary.
• Offer Resolution Through Credits: Use critical thinking and sound judgment to provide service recovery credits when appropriate, aligning with brighthush’s guidelines.
• Utilize Problem‑Solving Skills: Assess member concerns, explore potential solutions, and determine the best course of action while maintaining service standards.
• Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems to ensure continuity of care and compliance with internal standards.
• Meet Service‑Level Standards: Manage a steady volume of calls while maintaining high‑quality standards for empathy, professionalism, and response time.
• Handle Sensitive Member Information: Protect personal and confidential financial data with discretion, in accordance with HIPAA and brighthush protocols.
• Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner, especially during challenging or emotional situations.
• Support Team Communication: Collaborate with internal teams via Slack, Google Workspace, and other tools to ensure timely responses, proper handoffs, and member‑focused solutions.

Essential Qualifications

• Strong verbal and written communication skills with a calm, empathetic tone.
• Proven ability to actively listen and de‑escalate sensitive situations with professionalism and compassion.
• Strong problem‑solving skills and sound judgment when offering resolutions or credits.
• Highly organized with the ability to manage multiple calls, systems, and follow‑ups simultaneously.
• Comfortable using support platforms such as Zendesk, Slack, and Google Workspace.
• Accurate and thorough documentation habits, with attention to detail and data entry standards.
• Ability to adapt in a fast‑paced, changing environment while maintaining service quality.
• Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids.
• Ability to adhere to brighthush’s work‑from‑home requirements, including a hardwired (Ethernet) internet connection, and a distraction‑free workspace during scheduled hours.

Preferred Qualifications

• Fluency in English (written and verbal) required.
• Bilingual proficiency in Spanish or Creole is preferred.
• Experience in a customer‑facing role within healthcare, senior care, or a related field.
• Familiarity with HIPAA compliance and data privacy best practices.
• Previous experience using Zendesk or similar ticketing systems.

Skills & Competencies

• Empathy & Compassion: Ability to connect with members on a personal level and provide emotional support.
• Active Listening: Focused attention to member concerns, ensuring accurate understanding and response.
• Problem‑Solving: Analytical mindset to identify root causes and propose effective solutions.
• Time Management: Efficiently juggle multiple tasks and prioritize responsibilities.
• Communication: Clear, concise, and professional verbal and written communication.
• Team Collaboration: Willingness to work cross‑functionally and share insights with colleagues.
• Adaptability: Flexibility to thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey is as important as the impact you make. As a Customer Success Specialist I, you’ll have access to:

• Structured mentorship programs pairing you with senior team members.
• Regular training sessions on new services, technology updates, and compliance regulations.
• Clear career pathways to roles such as Senior Specialist, Team Lead, or Customer Success Manager.
• Opportunities to contribute to product development and process improvement initiatives.
• Annual performance reviews with actionable feedback and growth plans.

Work Environment & Culture at brighthush

brighthush is a people‑first organization that values authenticity, transparency, and collaboration. Our culture is built on:

• Community Focus: We celebrate the collective impact of our team on the lives of our members.
• Non‑Hierarchical Structure: Open communication channels and flat decision‑making empower everyone to contribute ideas.
• Inclusive Environment: We encourage every employee to bring their whole authentic selves to work.
• Continuous Learning: Regular workshops, webinars, and knowledge‑sharing sessions keep our team at the forefront of industry best practices.
• Work‑Life Balance: Flexible scheduling, remote work options, and generous paid time off help you recharge.

Compensation & Benefits

• Competitive base salary with performance‑based bonuses.
• Equity package to share in brighthush’s growth.
• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) plan with company match up to 4%.
• Flexible paid time off (PTO) and paid holidays.
• Parental leave and caregiver leave policies.
• Employee wellness programs and mental health resources.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to make a difference in the lives of families and seniors while advancing your career? Click the link below to submit your application and join the brighthush family.

Apply to brighthush Today

brighthush’s Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business. We celebrate diversity, foster inclusion, and believe that a diverse workforce drives innovation and better outcomes for our members.

Final Thoughts

As a Customer Success Specialist I at brighthush, you will be at the heart of our mission to provide compassionate, reliable support to families across the country. Your empathy, problem‑solving skills, and dedication will help members navigate their care journeys with confidence and dignity. If you are passionate about making a tangible difference, thrive in a collaborative environment, and are ready to grow both personally and professionally, we invite you to apply and become part of the brighthush story.