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

About brighthush

brighthush is a trailblazing medical technology company that is redefining how people manage chronic health conditions. With a mission to simplify life for patients worldwide, brighthush delivers innovative, user‑friendly solutions that empower individuals to take control of their health with confidence and ease. Our products are designed with the patient in mind, combining cutting‑edge technology, intuitive design, and a commitment to accessibility. As a global leader in the healthcare industry, brighthush is dedicated to improving outcomes, enhancing quality of life, and fostering a culture of compassion, collaboration, and continuous learning.

Role Overview

As a Customer Care Retention Specialist at brighthush, you will be the frontline champion of our customer relationships. Your primary focus will be to proactively engage with existing customers, ensuring they receive maximum value from our products and services, and ultimately fostering long‑term loyalty. You will act as a trusted advisor, listening to customer needs, addressing concerns with empathy, and guiding them toward the full spectrum of brighthush solutions. Your work will directly influence customer satisfaction, retention rates, and the overall success of our brand.

Key Responsibilities

• Leverage deep knowledge of brighthush’s product portfolio and customer care processes to communicate effectively with customers.
• Initiate outbound calls, emails, and other communication channels to check on customer satisfaction, resolve issues, and highlight product benefits.
• Build and nurture trust‑based relationships, actively listening to customer concerns and responding with empathy and professionalism.
• Educate customers on new product updates, features, and resources that support their health management journey.
• Address customer concerns promptly, collaborating with cross‑functional teams to deliver seamless solutions.
• Identify upsell and cross‑sell opportunities that align with customer needs and preferences, contributing to revenue growth.
• Partner with Customer Care leadership and brighthush franchise owners to develop and execute retention strategies that enhance loyalty.
• Follow detailed call scripts and guidelines while adapting to individual customer responses.
• Consistently meet or exceed key performance indicators (KPIs) related to customer satisfaction, resolution time, and retention.
• Maintain accurate, detailed records of customer interactions and outcomes in Salesforce, ensuring data integrity and actionable insights.

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.
• Strong problem‑solving skills and a proactive mindset.
• Excellent communication and interpersonal skills, with a focus on empathy and active listening.
• Knowledge of diabetes management or related health conditions is a plus.
• Proficiency with Microsoft Office (intermediate Word, basic Excel).
• Ability to work independently while contributing to team goals.
• Comfortable interacting with stakeholders at all levels, both within and outside of brighthush.

Preferred Qualifications & Competencies

• Bachelor’s degree in a relevant field.
• Experience as a Quality Evaluator in a contact center.
• Demonstrated ability to adapt scripts and guidelines to meet diverse customer needs.
• Experience with Salesforce or similar CRM platforms.
• Strong analytical skills to interpret customer data and identify trends.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable navigating changing priorities and evolving product offerings.
• Team Collaboration: Works seamlessly with cross‑functional teams to achieve shared goals.
• Data‑Driven Decision Making: Uses customer data and feedback to inform strategies and improve processes.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Care Retention Specialist, you will have access to:

• Structured onboarding and continuous training programs focused on product knowledge, customer engagement techniques, and industry best practices.
• Mentorship from senior customer care leaders and subject‑matter experts.
• Opportunities to transition into advanced roles such as Customer Success Manager, Product Specialist, or Leadership positions within the Customer Care organization.
• Participation in cross‑functional projects that influence product development, marketing, and customer experience initiatives.
• Access to a robust learning platform with courses on healthcare regulations, communication skills, and data analytics.

Work Environment & Culture at brighthush

brighthush fosters a culture that values innovation, inclusion, and personal growth. Our remote‑first approach allows you to work from anywhere while staying connected through collaborative tools, virtual team meetings, and regular check‑ins. We celebrate diversity, encourage open dialogue, and reward creativity. Our employees enjoy a supportive environment where ideas are heard, and contributions are recognized.

Compensation, Perks, and Benefits

While specific compensation will depend on experience and qualifications, brighthush offers a competitive base salary range of $26,330 – $39,490 for U.S. positions, with potential incentive compensation. In addition to a comprehensive benefits package, you will receive:

• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (PTO) and flexible holiday scheduling.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget and tuition reimbursement.
• Employee recognition programs and annual company retreats.

How to Apply

Ready to make a meaningful impact on patients’ lives? Submit your application through the brighthush Careers portal. We review applications continuously and will contact qualified candidates for next steps. If you are passionate about customer care, thrive in a fast‑paced environment, and want to join a company that values innovation and compassion, we encourage you to apply today.

Closing Statement

At brighthush, we are committed to transforming the healthcare experience for millions worldwide. As a Customer Care Retention Specialist, you will be at the heart of that mission, ensuring our customers feel supported, valued, and empowered. Join us, and help us build a future where health management is simple, effective, and patient‑centric. We look forward to welcoming you to the brighthush family.