Experienced Remote Customer Support Agent – Multi‑Channel Therapist & Patient Assistance, Flexible Hours, Competitive Compensation – Join brighthush

About brighthush

At brighthush, we’re redefining the way mental health professionals and patients connect. Our mission is to empower therapists with the tools, support, and community they need to deliver transformative care, while giving patients a seamless, compassionate experience. With a rapidly growing platform that serves thousands of therapists and millions of patients across the United States, brighthush is at the forefront of digital mental health innovation.

Why Work With Us?

• Impact at Scale: Every interaction you handle helps shape the therapeutic journey for countless individuals seeking help.
• Remote Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your life outside of work.
• Competitive Compensation: Earn a market‑competitive salary plus performance bonuses and equity opportunities.
• Growth & Learning: Access to continuous training, mentorship, and a clear career ladder from Support Agent to Team Lead and beyond.
• Inclusive Culture: A diverse, collaborative environment where every voice is heard and valued.

Key Responsibilities

As a Remote Customer Support Agent at brighthush, you will be the frontline advocate for our therapists and patients. Your day‑to‑day tasks will include:

• Managing a high‑volume shared inbox and responding to therapist inquiries via SMS, phone, and email with empathy and accuracy.
• Providing proactive support to therapists to ensure they can focus on delivering high‑quality care throughout their treatment journey.
• Collecting, analyzing, and reporting common themes and pain points from therapist feedback to cross‑functional teams.
• Collaborating with Product, Engineering, and Operations to drive continuous process improvements and feature enhancements.
• Authoring and maintaining a living knowledge base, including canned responses, troubleshooting guides, and best‑practice documentation.
• Escalating complex issues to senior support staff or relevant departments while ensuring timely resolution.
• Participating in regular team huddles, training sessions, and knowledge‑sharing workshops.
• Adhering to data privacy and security protocols, ensuring compliance with HIPAA and other regulatory standards.

Essential Qualifications

• Minimum 2 years of experience in a customer support or help‑desk role, preferably in a SaaS or health‑tech environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with customer support platforms (e.g., Zendesk, Intercom, Freshdesk) and CRM systems.
• Demonstrated ability to handle high‑volume, multi‑channel support with composure and professionalism.
• Experience working remotely with a self‑motivated, results‑driven mindset.
• Basic understanding of mental health terminology and the therapeutic process.
• Strong problem‑solving skills and a proactive approach to identifying and addressing root causes.

Preferred Qualifications

• Background in mental health, counseling, or social work.
• Experience in a role that involved knowledge‑base creation or content management.
• Familiarity with HIPAA regulations and data privacy best practices.
• Previous experience in a fast‑paced startup or high‑growth tech company.
• Certifications in customer service excellence or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve the user experience.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot basic technical issues.
• Analytical Thinking: Ability to identify patterns, surface insights, and recommend actionable improvements.
• Collaboration: Comfortable working cross‑functionally with product, engineering, and marketing teams.
• Time Management: Prioritize tasks effectively in a dynamic, remote environment.
• Adaptability: Thrive in a constantly evolving industry and embrace change with enthusiasm.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Agent, you can expect:

• Structured mentorship programs pairing you with senior support leaders.
• Access to internal courses on product knowledge, mental health best practices, and advanced support techniques.
• Opportunities to transition into specialized roles such as Support Team Lead, Product Support Specialist, or Customer Success Manager.
• Participation in cross‑departmental projects that influence product roadmap and company strategy.
• Annual performance reviews with transparent metrics and personalized development plans.

Work Environment & Culture

brighthush is built on a foundation of trust, collaboration, and continuous improvement. Our remote culture is characterized by:

• Weekly virtual coffee chats and informal “watercooler” channels to foster community.
• Inclusive hiring practices that celebrate diversity in all its forms.
• Regular hackathons and innovation sprints where employees can pitch ideas that shape the future of mental health tech.
• Transparent communication from leadership, ensuring everyone understands the company’s vision and progress.
• Commitment to mental well‑being, with resources such as counseling services, mindfulness sessions, and wellness stipends.

Compensation, Perks, and Benefits

While specific numbers may vary based on experience, we offer:

• Competitive base salary aligned with industry standards for remote support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance plans with generous coverage.
• Flexible paid time off (PTO) and a generous holiday schedule.
• Home‑office stipend to help set up a productive workspace.
• Professional development budget for courses, conferences, and certifications.
• Access to mental health resources, including free counseling and therapy sessions.

How to Apply

If you’re ready to make a tangible difference in the lives of therapists and patients while enjoying the freedom of remote work, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Let’s build a brighter future together.

Join brighthush Today!

We’re hiring fast and looking for passionate, customer‑focused individuals who thrive in a dynamic, remote environment. Bring your expertise, curiosity, and empathy to a team that values growth, innovation, and impact. Apply now and become part of a movement that’s changing the way mental health care is delivered.