Full‑Time Customer Experience Specialist – Remote, Multi‑Channel Support & Continuous Process Improvement – Join brighthush

About brighthush

brighthush is a forward‑thinking health technology company that is redefining how patients and providers connect. By combining cutting‑edge digital tools with a patient‑first philosophy, we empower individuals to take control of their health journeys while giving clinicians the insights they need to deliver personalized care. Our mission is simple: make healthcare simpler, more accessible, and more compassionate for everyone. As we continue to grow, we’re looking for passionate, customer‑centric professionals who want to be part of a team that is changing the face of health tech.

Why Join brighthush?

At brighthush, you’ll work in a culture that values innovation, collaboration, and continuous learning. We believe that great customer service is the cornerstone of a great product, and we invest heavily in our people to ensure they have the tools, training, and support they need to succeed. Whether you’re a seasoned support specialist or just starting your career, you’ll find a welcoming environment that encourages growth, creativity, and a healthy work‑life balance.

Key Responsibilities

As a Remote Customer Experience Specialist, you will be the frontline advocate for our users, ensuring they receive timely, accurate, and empathetic support across multiple channels. Your day‑to‑day duties will include:

• Multi‑Channel Support: Handle inquiries via phone, email, live chat, and social media, providing consistent, high‑quality assistance.
• Issue Resolution: Diagnose and resolve product or service issues, escalating complex cases to the appropriate internal teams while maintaining clear communication with the customer.
• Documentation & Tracking: Log every interaction in our CRM, ensuring all details are captured accurately for future reference and analytics.
• Process Improvement: Collaborate with cross‑functional teams—Product, Engineering, and Marketing—to identify recurring pain points and propose actionable solutions.
• Product Knowledge: Stay up‑to‑date on new features, updates, and best practices to provide informed guidance to users.
• Empathy & Patience: Demonstrate genuine care and understanding when addressing customer concerns, turning potential frustrations into positive experiences.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Continuous Learning: Participate in ongoing training sessions, webinars, and product demos to sharpen your expertise.

Essential Qualifications

We’re looking for individuals who bring a blend of technical aptitude, communication prowess, and a passion for customer service. The following qualifications are essential:

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of experience in a customer support or service role, preferably in a tech or health‑tech environment.
• Proficiency with CRM systems (e.g., Zendesk, Salesforce) and ticketing tools.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Demonstrated empathy, patience, and a problem‑solving mindset.
• Reliable high‑speed internet connection and a quiet workspace.
• Comfortable using video conferencing tools (Zoom, Teams) for internal collaboration.

Preferred Qualifications

While not mandatory, the following experience and skills will give you an edge:

• Experience working in a SaaS or cloud‑based product support environment.
• Knowledge of healthcare regulations (HIPAA, GDPR) and data privacy best practices.
• Familiarity with analytics platforms (Google Analytics, Mixpanel) for tracking customer trends.
• Previous involvement in process improvement initiatives or quality assurance projects.
• Experience with remote collaboration tools and asynchronous communication.
• Background in coaching or mentoring junior support staff.

Core Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and analytical skills:

• Technical Proficiency: Comfortable navigating multiple software platforms, troubleshooting basic technical issues, and using data to inform decisions.
• Communication Excellence: Clear, concise, and friendly communication across all channels.
• Problem‑Solving: Ability to think critically, identify root causes, and propose effective solutions.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.
• Team Collaboration: Work seamlessly with cross‑functional teams to drive customer success.
• Customer‑Centric Mindset: Put the customer at the center of every decision and interaction.
• Data‑Driven Decision Making: Use metrics and analytics to measure performance and identify improvement opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and industry trends.
• Mentorship from senior support leaders and product managers.
• Clear career pathways into roles such as Senior Support Specialist, Team Lead, Customer Success Manager, or Product Analyst.
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to lead cross‑functional projects that directly impact product roadmap and customer satisfaction.
• Access to industry conferences, webinars, and certification courses at no cost.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• A fully equipped home office stipend to ensure you have the right tools for success.
• Regular virtual team gatherings, hackathons, and social events to foster connection.
• A culture that celebrates wins—both big and small—through shout‑outs, recognition programs, and spot bonuses.
• Open communication channels, from daily stand‑ups to quarterly town halls, ensuring everyone’s voice is heard.
• Commitment to diversity, equity, and inclusion, with initiatives that promote a welcoming environment for all.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and paid holidays.
• Professional development stipend and tuition reimbursement for relevant courses.
• Wellness program access, including virtual fitness classes and mental health resources.
• Annual company‑wide retreats and team‑building activities.

How to Apply

If you’re ready to bring your passion for customer service to a dynamic, mission‑driven team, 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 create better health experiences together.