Experienced Bilingual Japanese Customer Service Agent (English & Japanese) – Remote, Canada – Full‑Time – Join brighthush

About brighthush

brighthush is a trailblazer in the healthcare and life sciences arena, dedicated to connecting pharmaceutical innovators, clinicians, patients, and caregivers through cutting‑edge communication solutions. Since our founding in 1979, we have grown into a global partner for leading pharmaceutical companies, delivering seamless support that directly influences patient outcomes and drives global health initiatives.

Why brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of clinical excellence. Our remote, distributed workforce empowers talented professionals to work from anywhere while maintaining the highest standards of service. If you thrive in a fast‑paced, high‑impact environment and want to make a tangible difference in patient care, brighthush is the place for you.

Position Overview

We are seeking a Japanese Customer Service Agent who is fluent in both Japanese and English to serve as the first point of contact for clinical staff worldwide. In this role, you will provide technical and operational support that directly impacts patient care and global health initiatives. The position is fully remote, based in Canada, and requires a valid work permit or permanent residency status.

Key Responsibilities

• Act as the primary liaison for phone, email, web, and chat inquiries from internal and external stakeholders across brighthush’s pharmaceutical and vaccine partners.
• Triage incoming requests to assess priority, clinical risk, and appropriate resolution pathways.
• Resolve common issues—such as account access, system navigation, and basic triage—while escalating complex problems to Level 2/Level 3 support teams.
• Communicate clearly and calmly in high‑stress situations, managing user expectations and providing timely status updates.
• Maintain a consistently high standard of customer service, demonstrating empathy, clarity, accountability, and follow‑through.
• Accurately log all interactions in the brighthush ticketing system, categorizing tickets, setting priorities, and meeting SLA targets.
• Process user requests for account creation, modification, or deletion across multiple systems and applications.
• Edit learning curriculums and coordinate training invitations for clinical staff.
• Proactively monitor user activity, ensuring continuous follow‑up and support until resolution.
• Provide dedicated support for pharma and vaccine‑related systems, including urgent temperature‑excursion requests.
• Serve as the frontline expert for a specific medication‑related clinical system, ensuring urgent support and timely action.
• Adhere to all Key Performance Indicators (KPIs), including SLA compliance and user satisfaction metrics.

Essential Qualifications

• Fluency in Japanese and English, both written and spoken.
• Strong communication and customer‑service skills, with a proven ability to convey complex information clearly and empathetically.
• Excellent multitasking abilities under pressure, coupled with meticulous attention to detail.
• Canadian residency or valid work permit, with a valid Social Insurance Number (SIN).
• Reliable, high‑speed internet connection (minimum 15 Mbps upload, 30 Mbps download) and secure, non‑public network access.
• Private, quiet workspace suitable for confidential calls and data handling.
• Flexibility to support rotating shifts, including weekends and holidays as required.
• High level of integrity and professionalism when handling sensitive clinical information.

Preferred Qualifications

• Previous experience in a helpdesk or service‑desk environment.
• Background in life sciences, healthcare, or pharmaceutical support.
• Proficiency with ticketing systems such as ServiceNow, Zendesk, or similar platforms.
• Experience with temperature‑excursion monitoring and vaccine logistics.
• Knowledge of clinical workflow and terminology.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Analytical thinking and problem‑solving under tight deadlines.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Adaptability to evolving technologies and processes.
• Team collaboration skills, even in a remote setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured onboarding and continuous training programs focused on clinical systems and customer‑service excellence.
• Mentorship from senior support engineers and clinical experts.
• Opportunities to transition into specialized roles such as Clinical Support Specialist, Technical Trainer, or Product Implementation Lead.
• Cross‑functional projects that expose you to product development, quality assurance, and regulatory compliance.
• Annual learning stipend for certifications (e.g., ITIL, Certified Customer Experience Professional).

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our remote workforce enjoys:

• Flexible work hours that accommodate different time zones.
• Regular virtual team‑building events and wellness initiatives.
• Transparent communication channels and open feedback loops.
• A commitment to diversity, equity, and inclusion at every level.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

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

• Health and dental insurance for you and your dependents.
• Retirement savings plan with company matching.
• Paid time off, including vacation, sick leave, and personal days.
• Flexible work‑from‑home stipend to support your home office setup.
• Employee assistance program and mental‑health resources.
• Annual performance bonuses and equity options for eligible roles.

Ready to Make an Impact?

If you are a bilingual Japanese‑English professional with a passion for customer service and a desire to contribute to life‑saving healthcare solutions, we want to hear from you. Join brighthush and become part of a team that is redefining how clinical support drives patient outcomes worldwide.

Apply Today – Click the link below to submit your application and start your journey with brighthush.