Experienced Customer Care Retention Specialist – Proactive Engagement & Diabetes Management Advocate for brighthush

About brighthush

brighthush is a trailblazing medical technology company dedicated to transforming the lives of people living with diabetes. Our mission is to simplify insulin delivery and empower patients with innovative, user‑friendly solutions that bring freedom, confidence, and better health outcomes. With a portfolio that spans tubeless insulin pumps, integrated glucose monitoring, and next‑generation drug delivery platforms, brighthush is at the forefront of patient‑centric care. We are driven by a culture of empathy, innovation, and relentless pursuit of excellence, and we believe that every team member plays a pivotal role in realizing our vision.

Why Join brighthush?

• Impactful Work: Every interaction you have helps patients manage their condition more effectively, improving quality of life.
• Remote Flexibility: Fully remote or hybrid options allow you to balance work and personal life while staying connected to a global team.
• Growth & Development: Continuous learning programs, mentorship, and clear career pathways ensure you evolve professionally.
• Diverse & Inclusive Culture: We celebrate differences, foster belonging, and champion equity in all aspects of our organization.
• Competitive Compensation: Base salary, performance incentives, and a comprehensive benefits package that supports you and your family.

Job Summary

As a Customer Care Retention Specialist at brighthush, you will be the frontline advocate for our patients and partners. Your primary focus will be to proactively engage with existing customers, ensuring they receive maximum value from our products and services while building trust and loyalty. You will serve as a bridge between customers and cross‑functional teams, translating feedback into actionable improvements and fostering long‑term relationships that drive retention and growth.

Key Responsibilities

• Initiate outbound calls, emails, and other communication channels to check on customer satisfaction, address concerns, and confirm optimal use of brighthush solutions.
• Maintain a deep understanding of brighthush product lines, updates, and industry trends to provide accurate, insightful guidance to customers.
• Build and nurture trust‑based relationships with patients, caregivers, and healthcare providers, listening actively and responding with empathy and professionalism.
• Educate customers on new features, product enhancements, and available resources that support diabetes management and overall wellness.
• Resolve customer issues promptly by collaborating with engineering, product, and support teams, ensuring a seamless experience from inquiry to resolution.
• Identify upsell and cross‑sell opportunities aligned with customer needs, contributing to revenue growth while enhancing patient outcomes.
• Partner with Customer Care leadership and regional teams to design and execute retention strategies that elevate loyalty and satisfaction.
• Follow detailed call scripts and guidelines while adapting to individual customer responses, ensuring consistency and quality.
• Track all interactions and outcomes in Salesforce, maintaining accurate records of feedback, concerns, and follow‑up actions.
• Meet or exceed key performance indicators (KPIs) related to retention, customer satisfaction, and response time.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 4 years of customer service experience in a healthcare, pharmacy, or related environment.
• Proven problem‑solving skills and a proactive mindset.
• Strong communication and interpersonal abilities, with a focus on empathy and active listening.
• Experience working with diverse customer segments, including patients, caregivers, and healthcare professionals.
• Proficiency with Microsoft Office (intermediate Word, basic Excel) and CRM systems, preferably Salesforce.
• Ability to work independently while contributing to team goals and collaborating across departments.

Preferred Skills & Competencies

• Background in diabetes management or related medical knowledge.
• Experience as a Quality Evaluator or in a contact center quality assurance role.
• Strong analytical skills to interpret customer data and identify trends.
• Comfortable handling sensitive healthcare topics with professionalism and discretion.
• Adaptability to evolving product features, market dynamics, and regulatory requirements.

What You’ll Gain

• Career Advancement: Clear progression paths from Specialist to Senior Specialist, Manager, and beyond.
• Professional Development: Access to industry conferences, certifications, and internal training programs.
• Mentorship from seasoned leaders in customer experience and product innovation.
• Opportunity to influence product roadmap through direct customer feedback loops.
• Work in a collaborative, high‑energy environment that values creativity and initiative.

Work Environment & Culture

At brighthush, we celebrate a culture of openness, respect, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through weekly team huddles, virtual coffee chats, and real‑time collaboration tools. We prioritize work‑life balance, offering flexible schedules, generous paid time off, and a supportive wellness program that includes mental health resources, fitness stipends, and mindfulness sessions.

Compensation & Benefits

• Competitive base salary range: $26,330 – $39,490 (U.S. based).
• Performance‑based incentive program to reward exceptional results.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off (PTO) and holiday schedule.
• Employee wellness initiatives: virtual fitness classes, mental health support, and wellness stipends.
• Professional development budget and tuition reimbursement.
• Employee recognition programs and annual company retreats.

How to Apply

Ready to make a difference in the lives of people living with diabetes? Submit your application through the brighthush Careers portal. We review applications continuously and will contact qualified candidates promptly. Join us in redefining patient care and advancing medical technology.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.