Experienced Remote Customer Experience Specialist – Delivering Exceptional Service & Support Across Phone, Email, and Chat – Join brighthush

About brighthush

brighthush is a forward‑thinking health‑tech pioneer that is redefining how patients and providers connect, communicate, and collaborate. With a mission to make healthcare more accessible, transparent, and patient‑centric, we combine cutting‑edge technology with a human‑first approach. Our products empower clinicians to deliver personalized care, while our patients enjoy a seamless, intuitive experience from appointment scheduling to follow‑up support.

At brighthush, we believe that great customer experience is the cornerstone of lasting relationships. Our team is built on curiosity, empathy, and a relentless drive to solve real‑world problems. Whether you’re a seasoned professional or a recent graduate, you’ll find a culture that values innovation, continuous learning, and the freedom to make an impact.

Why This Role Matters

As a Remote Customer Experience Specialist, you will be the frontline advocate for our users. Your voice will shape how patients feel about our platform, influence product improvements, and help us maintain the high standards that set brighthush apart in a crowded market. This is more than a support role; it’s a strategic partnership with our product, engineering, and marketing teams to create a frictionless journey for every customer.

Key Responsibilities

• Multi‑Channel Support: Deliver timely, accurate assistance via phone, email, live chat, and social media. Resolve inquiries ranging from technical issues to billing questions.
• Customer Interaction Management: Log every interaction in our CRM, ensuring data integrity and compliance with privacy regulations.
• Process Improvement: Collaborate with cross‑functional teams to identify bottlenecks, propose solutions, and implement best practices that elevate service quality.
• Product Knowledge Mastery: Stay current on new features, updates, and policy changes. Translate complex technical details into clear, actionable guidance for users.
• Empathy & Conflict Resolution: Approach every conversation with patience, active listening, and a genuine desire to help. Turn challenging situations into positive outcomes.
• Feedback Loop: Capture user insights and relay them to product and engineering teams to inform roadmap decisions.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and average handling time.
• Team Collaboration: Participate in weekly huddles, share best practices, and mentor new hires.
• Compliance & Security: Adhere to HIPAA guidelines and internal data protection policies at all times.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of customer support experience, preferably in a SaaS or health‑tech environment.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and ticketing tools.
• Excellent written and verbal communication skills in English.
• Strong problem‑solving abilities and a proactive mindset.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Comfortable with technology, including troubleshooting software, browsers, and mobile devices.
• Experience with HIPAA or other privacy regulations is a plus.

Preferred Qualifications

• Experience working in a high‑volume, fast‑paced support environment.
• Knowledge of medical terminology and healthcare workflows.
• Previous remote work experience with a proven track record of self‑management.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) is highly valued.
• Background in data analysis or process mapping.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Aptitude: Quick learner who can navigate new tools and troubleshoot issues efficiently.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Collaboration: Ability to work seamlessly with product, engineering, and marketing teams.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Analytical Thinking: Use data to identify trends, root causes, and opportunities for improvement.
• Time Management: Self‑discipline to meet deadlines and maintain high productivity while working remotely.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and industry trends.
• Mentorship from senior leaders and subject‑matter experts.
• Clear career pathways: from Customer Experience Specialist to Team Lead, Operations Manager, or Product Analyst.
• Access to internal conferences, webinars, and certifications in customer support, UX, and healthcare compliance.
• Regular performance reviews with actionable feedback and goal setting.

Work Environment & Culture

Working remotely from anywhere in the U.S., you’ll enjoy:

• Flexible scheduling that respects work‑life balance.
• A fully equipped home‑office stipend to ensure you have the right tools.
• Weekly virtual team gatherings, hackathons, and social events.
• A culture that celebrates transparency, diversity, and inclusion.
• Open communication channels: Slack, Teams, and regular all‑hands meetings.
• Recognition programs that reward innovation, teamwork, and customer success.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to help you plan for the future.
• Generous paid time off (PTO) and holidays.
• Professional development budget for courses, conferences, and certifications.
• Employee wellness initiatives, including virtual fitness classes and mental health resources.
• Annual performance bonuses tied to company and individual metrics.

How to Apply

If you’re passionate about creating memorable customer experiences and want to be part of a mission‑driven team that’s changing the face of healthcare, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Remote Customer Experience Specialist role at brighthush.

Join brighthush Today

Be the voice that guides patients toward better health outcomes, the bridge that connects clinicians to cutting‑edge tools, and the catalyst that drives continuous improvement. At brighthush, your work will have real impact, and your growth will be supported every step of the way. Apply now and help us illuminate the future of healthcare.