Experienced Customer Health Supervisor – Clinical Research SaaS Support & Team Leadership

About brighthush and the Clinical Research Technology Landscape

brighthush is a leading global SaaS technology provider that empowers the clinical research industry with innovative, cloud‑based solutions. Our mission is to streamline study operations, enhance data integrity, and accelerate the journey from discovery to market. By combining cutting‑edge software with a deep understanding of regulatory requirements, we help research sponsors, CROs, and academic institutions deliver safer, more effective therapies faster.

In a world where patient safety and data accuracy are paramount, brighthush stands at the intersection of technology and healthcare. Our platform supports every phase of a clinical trial—from protocol design and site management to real‑time monitoring and regulatory reporting. As the industry evolves, we’re expanding our customer support footprint to ensure our clients receive the highest level of service and guidance.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven team that values innovation, collaboration, and continuous learning. We offer:

• Competitive salary range of USD 80,000 – 90,000 per year.
• Full‑time remote work across the United States, giving you flexibility and work‑life balance.
• Comprehensive benefits: 401(k) matching, generous paid time off, retirement plan, and parental leave.
• Ongoing professional development through internal training, industry conferences, and mentorship programs.
• A culture that celebrates diversity, encourages creative problem‑solving, and rewards high performance.

Key Responsibilities

As the Customer Health Supervisor, you will be the linchpin that ensures our support operations run smoothly, our team members thrive, and our clients receive world‑class service. Your day‑to‑day duties will include:

• Operational Leadership: Oversee daily support operations, ensuring that case queues are processed efficiently and that service level agreements (SLAs) are consistently met.
• Queue Management: Monitor and prioritize case queues in Zendesk, assign tickets to appropriate team members, and intervene when escalations arise.
• Team Coaching & Development: Conduct regular one‑on‑one coaching sessions, provide constructive feedback, and facilitate skill‑building workshops to elevate team performance.
• Process Improvement: Identify bottlenecks, propose automation or workflow enhancements, and collaborate with product and engineering teams to implement solutions.
• Data Analysis & Reporting: Generate weekly and monthly reports on key metrics (e.g., ticket volume, resolution time, customer satisfaction scores) using Salesforce and Jira dashboards.
• Stakeholder Collaboration: Partner with Sales, Product, and Engineering to relay customer insights, influence roadmap decisions, and ensure alignment across departments.
• Quality Assurance: Review support tickets for compliance with regulatory standards and internal quality guidelines.
• Continuous Learning: Stay current on industry trends, regulatory changes, and emerging support technologies to keep brighthush at the forefront of customer experience.

Essential Qualifications

To excel in this role, you should bring:

• Minimum of 3 years’ experience in customer support or operations, preferably within the clinical research or life sciences sector.
• Proven leadership experience managing a team of support agents or customer success professionals.
• Hands‑on experience with SaaS support platforms, especially Zendesk, Salesforce, and Jira.
• Strong analytical skills, with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Proficiency in Microsoft Office and Microsoft 365, including advanced Excel functions for data analysis.
• Demonstrated ability to coach, mentor, and motivate a diverse team.
• High level of organization, attention to detail, and the capacity to manage multiple priorities simultaneously.

Preferred Qualifications

We’ll be even more excited if you also have:

• Experience in a regulated environment (e.g., FDA, EMA, ICH guidelines) and familiarity with GxP compliance.
• Background in clinical trial operations, site management, or data management.
• Knowledge of additional support tools such as ServiceNow, Intercom, or Freshdesk.
• Experience with performance metrics and KPI dashboards in a SaaS context.
• Prior exposure to remote team management and virtual collaboration tools.

Core Skills & Competencies

• Leadership & Team Building: Ability to inspire, develop, and retain high‑performing teams.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Strong analytical thinking and a proactive approach to identifying and resolving issues.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Adaptability: Comfortable navigating a fast‑paced, evolving SaaS environment.
• Project Management: Skilled at coordinating cross‑functional initiatives and meeting deadlines.
• Technology Fluency: Comfortable learning new software tools and integrating them into existing workflows.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Health Supervisor, you will:

• Progress into senior leadership roles such as Director of Customer Success or VP of Support.
• Gain exposure to product strategy, customer experience design, and operational excellence initiatives.
• Participate in leadership development programs, including mentorship from senior executives and cross‑departmental projects.
• Attend industry conferences, webinars, and training sessions to stay ahead of clinical research and SaaS trends.
• Contribute to internal knowledge bases, best‑practice guides, and community forums that shape the future of customer support at brighthush.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote-first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual team stand‑ups and monthly all‑hands meetings.
• Digital collaboration tools such as Microsoft Teams, Slack, and Confluence.
• Regular virtual coffee chats and informal “watercooler” sessions to foster camaraderie.
• A commitment to mental health and well‑being, with access to counseling services and wellness resources.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.

Compensation & Benefits Overview

We believe in rewarding excellence and supporting your well‑being. Your compensation package will include:

• Base salary ranging from USD 80,000 to 90,000 per year, commensurate with experience.
• Performance‑based bonuses tied to team metrics and customer satisfaction scores.
• 401(k) plan with company matching to help you build long‑term financial security.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Comprehensive health, dental, and vision insurance plans.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Professional development stipend for courses, certifications, and conference attendance.

How to Apply

If you’re ready to take your customer support leadership to the next level and make a tangible impact in the clinical research industry, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.