Remote Customer Service Representative – Genomics Healthcare Support Specialist (Contractor) at brighthush

About brighthush

brighthush is a trailblazing population genomics company that is redefining how genetic information is leveraged to improve health outcomes worldwide. Founded in 2015, we have grown into a vibrant team of 201‑500 professionals who are passionate about turning raw DNA data into actionable insights for patients, clinicians, and researchers. Our mission is simple yet ambitious: to accelerate the integration of genomic data into everyday clinical care, empowering individuals to make informed decisions about their health.

As a fully remote organization, brighthush offers the flexibility to work from anywhere in the United States while still fostering a collaborative, high‑energy culture. We invest heavily in continuous learning, cutting‑edge technology, and a supportive environment that encourages innovation, curiosity, and personal growth.

Why Join brighthush?

• Impactful Work – Every interaction you have helps patients, providers, and partners navigate complex genomic information, directly influencing the quality of care.
• Career Growth – We provide structured learning paths, mentorship, and opportunities to transition into product, quality, or data roles.
• Remote Flexibility – Work from the comfort of your home office, with a flexible schedule that respects your life outside of work.
• Competitive Compensation – While the exact figure varies by experience, we offer a competitive hourly rate that reflects the specialized nature of the role.
• Comprehensive Benefits – Health, dental, vision, and a generous paid time‑off policy are standard for all contractors, along with access to our employee wellness program.
• Innovation‑Driven Culture – You’ll collaborate with AI‑driven tools, data scientists, and regulatory experts to continuously improve customer support processes.

Role Overview

As a Remote Customer Service Representative (Contractor) at brighthush, you will be the frontline advocate for patients, providers, and partners navigating our genomics platform. Your responsibilities will span phone, email, and webform interactions, ensuring every inquiry is resolved with empathy, accuracy, and compliance with HIPAA and other privacy regulations.

Key Responsibilities

• End‑to‑End Issue Resolution – Handle customer inquiries from first contact to final resolution, ensuring a seamless experience across all communication channels.
• Complex Case Management – Tackle first‑of‑their‑kind or highly nuanced cases that lack a predefined playbook, applying critical thinking to arrive at the best solution.
• Ambiguity Navigation – When faced with unclear or evolving situations, reason through the problem to determine the correct outcome rather than defaulting to canned responses.
• Multi‑Product Support – Provide assistance across a portfolio of brighthush products, partners, and customer segments, prioritizing based on business impact.
• Pattern Recognition & Process Improvement – Identify recurring issues, flag systemic gaps, and collaborate with cross‑functional teams to implement faster, more consistent resolutions.
• Stakeholder Collaboration – Engage the appropriate internal partners (e.g., Lab Operations, Compliance, Product) when specialized expertise is required, and shepherd the issue to closure.
• Accurate Documentation – Log every interaction in our CRM and knowledge base with precision, ensuring data integrity for future reference and audits.
• HIPAA & Privacy Stewardship – Maintain the highest standards of confidentiality and security when handling sensitive health information.
• Quality Assurance & Investigations – Participate in quality reviews, root‑cause analyses, and complaint investigations to uphold service excellence.
• Data‑Driven Communication – Synthesize information from multiple internal systems and translate findings into clear, professional, and empathetic responses for customers.

Essential Qualifications

• Minimum of 4 years in customer support, quality assurance, or a related role where precision and follow‑through were critical.
• Four‑year bachelor’s degree (or equivalent experience) in a relevant field.
• Experience working in a regulated environment, handling health or personally identifiable information with strict compliance.
• Strong independent critical thinking skills; you prefer to understand the root cause rather than simply close a ticket.
• Demonstrated ability to remain calm, clear, and compassionate during difficult conversations, especially when customers are concerned about their health.
• Rapid learning curve – you quickly master new products, tools, and systems.
• Excellent multitasking abilities; you can juggle multiple priorities without compromising quality.
• Team‑first mindset; you share best practices and actively seek ways to improve overall team efficiency.
• Resourceful curiosity; you enjoy piecing together details across tools and contexts to solve problems and communicate solutions smoothly.
• AI fluency and adaptability; you are excited about emerging technology and eager to collaborate with AI‑driven tools to enhance problem‑solving and streamline workflows.
• Background in genomics, diagnostics, or a patient‑facing healthcare setting is highly desirable.
• Degree in biology, genetics, or a related science is a plus.
• Bilingual proficiency in English and Spanish (written and verbal) is highly valued.

Preferred Qualifications

• Prior experience in a genomics or precision‑medicine company.
• Familiarity with HIPAA compliance frameworks and data privacy best practices.
• Experience with CRM platforms such as Salesforce or Zendesk, and knowledge of knowledge‑base systems.
• Proficiency in data analysis tools (Excel, SQL) to identify trends and support process improvement.
• Experience in a remote, distributed team environment with strong self‑management skills.

Skills & Competencies

• Communication – Clear, concise, and empathetic communication across phone, email, and chat.
• Problem Solving – Ability to dissect complex issues and devise actionable solutions.
• Attention to Detail – Meticulous documentation and adherence to compliance standards.
• Adaptability – Comfortable with rapid changes in processes, tools, and product updates.
• Collaboration – Works effectively with cross‑functional teams, including Product, Compliance, and Lab Operations.
• Time Management – Prioritizes tasks to meet SLA targets while maintaining quality.
• Technology Savvy – Comfortable learning new software and leveraging AI tools.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Service Representative, you will:

• Participate in brighthush U, our internal learning platform that offers courses on genomics, regulatory compliance, and customer experience best practices.
• Attend monthly knowledge‑sharing sessions with product managers, data scientists, and compliance officers.
• Have the option to transition into roles such as Quality Analyst, Product Support Engineer, or Compliance Specialist based on your interests and performance.
• Receive mentorship from senior team members who are leaders in the genomics and healthcare technology space.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and continuous improvement. Our remote-first approach means you’ll collaborate with teammates across the U.S., leveraging asynchronous communication tools, weekly stand‑ups, and virtual coffee chats to stay connected. We celebrate diversity, encourage open dialogue, and reward innovative ideas that drive our mission forward.

Compensation & Benefits

• Competitive Hourly Rate – Reflective of the specialized nature of genomics customer support.
• Health & Wellness – Access to telehealth services, mental health resources, and a wellness stipend.
• Paid Time Off – Generous vacation policy and paid holidays.
• Professional Development – Reimbursement for industry certifications, conferences, and courses.
• Technology Stipend – Home‑office equipment allowance to ensure a productive work environment.
• Flexible Schedule – Work hours that accommodate your personal commitments while meeting service level agreements.

How to Apply

Ready to make a difference in the world of genomics? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Join us and help shape the future of personalized medicine

At brighthush, your voice matters. You’ll be part of a mission‑driven team that values every interaction and strives for excellence in every customer touchpoint. If you are passionate about genomics, dedicated to providing exceptional service, and eager to grow in a dynamic, remote environment, we want to hear from you. Take the next step in your career and become a vital part of the brighthush family.