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

About brighthush

At brighthush, we’re redefining the way people experience health and wellness. Our mission is to empower individuals with personalized, data‑driven solutions that make everyday life healthier and happier. We’re a fast‑growing, tech‑centric organization that thrives on innovation, collaboration, and a relentless focus on customer delight. As a remote‑first company, we give our team members the flexibility to work from anywhere in the U.S., while fostering a culture of trust, transparency, and continuous learning.

Why Join brighthush?

When you become a Customer Experience Specialist at brighthush, you’re not just answering emails or taking calls—you’re shaping the future of health technology. You’ll work alongside a passionate team of product designers, data scientists, and customer advocates to create seamless, human‑centric experiences. Our remote work model means you can balance your professional ambitions with your personal life, all while contributing to a mission that matters.

Key Responsibilities

• Deliver Exceptional Service Across Channels: Provide timely, accurate, and empathetic support via phone, email, live chat, and social media. Use your communication skills to turn every interaction into a positive brand experience.
• Document and Track Interactions: Log every customer touchpoint in our CRM and knowledge base. Ensure data integrity and use insights to identify trends, pain points, and opportunities for improvement.
• Collaborate on Process Improvement: Partner with cross‑functional teams—Product, Engineering, and Marketing—to refine support workflows, create FAQs, and develop self‑service resources.
• Stay Current on Product Knowledge: Participate in ongoing training sessions, product demos, and industry webinars to keep your expertise sharp and up‑to‑date.
• Handle Escalations with Empathy: Resolve complex issues by coordinating with specialists, while maintaining a calm, solution‑oriented demeanor.
• Champion Customer Advocacy: Collect feedback, identify recurring themes, and advocate for user‑centric changes that enhance the overall experience.
• Meet and Exceed Performance Metrics: Achieve targets for first‑contact resolution, average handle time, and customer satisfaction scores.

Essential Qualifications

• Bachelor’s degree or equivalent work experience in Business, Communications, or a related field.
• Minimum of 2 years of customer support experience in a remote or hybrid environment.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and knowledge‑base platforms.
• Strong written and verbal communication skills in English.
• Demonstrated ability to handle high‑volume, fast‑paced support queues.
• High emotional intelligence and a genuine passion for helping others.

Preferred Qualifications

• Experience in the health, wellness, or SaaS industry.
• Knowledge of HIPAA or other privacy regulations.
• Multilingual support capabilities.
• Experience with data analysis tools (Excel, Tableau, Power BI).
• Previous involvement in process improvement or quality assurance initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Always put the customer first and seek to exceed expectations.
• Problem‑Solving: Quickly diagnose issues and devise effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving products and processes.
• Collaboration: Work seamlessly with remote teammates across time zones.
• Tech Savvy: Comfortable learning new tools and platforms on the fly.
• Time Management: Prioritize tasks to meet deadlines and performance metrics.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Customer Experience Specialist, you’ll have access to:

• Monthly skill‑building workshops covering advanced support techniques, product deep dives, and industry trends.
• Mentorship programs pairing you with senior leaders in Customer Success and Product.
• Clear career pathways—from Specialist to Team Lead, then to Customer Success Manager or Product Advocate.
• Annual performance reviews with actionable feedback and growth plans.
• Opportunities to contribute to cross‑functional projects, expanding your skill set beyond support.

Work Environment & Culture at brighthush

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

• Flexible work hours that accommodate your personal schedule.
• A fully equipped home‑office stipend to ensure you have the tools you need.
• Regular virtual team gatherings, hackathons, and wellness challenges.
• A transparent, inclusive environment where every voice is heard.
• Access to a global community of innovators, thinkers, and creators.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for remote customer experience roles.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off (PTO) to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program featuring virtual fitness classes, mental health resources, and mindfulness sessions.

How to Apply

Ready to make a tangible impact on the lives of thousands of customers while growing your career in a supportive, remote environment? Click the link below to submit your application and join the brighthush family.