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

About brighthush

brighthush is a trailblazing digital health platform that empowers therapists and patients to connect, collaborate, and thrive in a seamless, technology‑driven environment. With a mission to democratize mental health care, we provide a suite of tools that streamline therapy workflows, enhance patient engagement, and deliver measurable outcomes. Our team is built on a foundation of empathy, innovation, and a relentless commitment to quality. As we expand across the United States, we’re looking for passionate, customer‑centric professionals who want to make a real difference in people’s lives.

Role Overview

As a Remote Customer Support Agent at brighthush, you will be the frontline advocate for our therapist community and the patients they serve. You’ll manage day‑to‑day inquiries, troubleshoot technical and procedural issues, and act as a bridge between our users and cross‑functional teams. Your insights will shape product improvements, elevate user satisfaction, and help us maintain the high standards that define brighthush.

Key Responsibilities

• Multi‑Channel Support: Respond to therapist and patient inquiries via shared mailbox, SMS, phone, and email, ensuring timely and accurate resolution.
• Therapist Success Champion: Provide proactive guidance to therapists, helping them navigate the platform, optimize their practice, and achieve their treatment goals.
• Feedback Loop: Capture recurring themes, pain points, and suggestions from users, and collaborate with product, engineering, and marketing teams to drive continuous improvement.
• Knowledge Base Steward: Create, update, and maintain knowledge articles, FAQs, and canned responses to empower users and reduce support volume.
• Process Improvement: Identify bottlenecks in support workflows, propose solutions, and implement best practices to enhance efficiency and quality.
• Data‑Driven Reporting: Track key metrics (resolution time, satisfaction scores, ticket volume) and present insights to leadership.
• Compliance & Security: Adhere to HIPAA guidelines and internal data‑privacy policies when handling sensitive health information.

Essential Qualifications

• Minimum of 2 years of customer support experience, preferably in a SaaS or digital health environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with help‑desk platforms (e.g., Zendesk, Freshdesk) and CRM tools.
• Demonstrated ability to troubleshoot technical issues and guide users through complex processes.
• Excellent problem‑solving skills and a proactive mindset.
• Experience working in a fully remote, distributed team.
• High level of empathy and a genuine passion for mental health and wellness.

Preferred Qualifications

• Background in mental health, counseling, or a related field.
• Experience with telehealth platforms or electronic health record (EHR) systems.
• Knowledge of HIPAA regulations and data‑privacy best practices.
• Previous involvement in user research, usability testing, or product feedback initiatives.
• Strong analytical skills and familiarity with data visualization tools (e.g., Tableau, Power BI).

Skills & Competencies

• Customer‑Centric Mindset: Ability to put users first and deliver exceptional service.
• Technical Aptitude: Comfortable navigating web applications, mobile interfaces, and basic troubleshooting.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Collaboration: Works effectively with cross‑functional teams (Product, Engineering, Marketing, Compliance).
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a Customer Support Agent, you’ll have the chance to:

• Advance into senior support roles, team lead, or product specialist positions.
• Participate in cross‑departmental projects that shape the future of digital mental health.
• Access a robust learning library, including webinars, certifications, and mentorship programs.
• Attend industry conferences and workshops to stay ahead of emerging trends.
• Contribute to internal knowledge sharing sessions, enhancing your visibility and influence.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to improving mental health outcomes. Key highlights include:

• Fully Remote Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your life outside of work.
• Inclusive Community: A diverse team that values different perspectives and experiences.
• Employee Well‑Being: Access to mental health resources, wellness stipends, and regular check‑ins.
• Recognition & Rewards: Regular shout‑outs, spot bonuses, and a culture that celebrates achievements.
• Innovation‑Driven: Opportunities to experiment, propose new ideas, and see them implemented.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive salary that reflects the value you bring to our mission. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance (including tele‑health coverage).
• 401(k) plan with company match.
• Paid time off, sick leave, and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Flexible work hours and the ability to work from any U.S. location.
• Employee assistance program and mental health support.

Why Join brighthush?

When you join brighthush, you’re not just filling a role—you’re becoming part of a movement that transforms how mental health care is delivered. You’ll:

• Make a tangible impact on therapists’ ability to serve patients.
• Work with cutting‑edge technology that is reshaping the industry.
• Collaborate with a passionate, mission‑driven team that values your voice.
• Grow professionally in a supportive, dynamic environment.

How to Apply

Ready to bring your expertise to brighthush and help shape the future of digital mental health? Click the link below to submit your application and join our team of dedicated professionals.