Remote Customer Support Specialist – Champion Therapist & Patient Success at brighthush

About brighthush

At brighthush, we’re redefining the way mental health professionals connect with the communities they serve. Our mission is simple yet powerful: to empower therapists with the tools, resources, and support they need to deliver transformative care, while ensuring patients receive timely, compassionate assistance every step of the journey. Operating entirely in the cloud, brighthush offers a seamless, integrated platform that brings together scheduling, billing, therapy notes, and patient communication—all backed by a world‑class customer support team.

As a remote‑first organization, we celebrate flexibility, diversity, and the freedom to work from anywhere in the United States. Our culture is built on collaboration, continuous learning, and a shared commitment to improving mental health outcomes on a global scale.

Why Join brighthush?

• Impactful Work: Every interaction you have helps therapists thrive and patients receive the care they deserve.
• Competitive Compensation: We offer a base salary that reflects your experience, paired with performance bonuses and equity opportunities.
• Flexible Schedule: Choose the hours that fit your life—whether you’re a night owl or a morning person.
• Career Growth: From mentorship programs to leadership tracks, we invest in your professional development.
• Inclusive Environment: A culture that values every voice, promotes equity, and encourages open dialogue.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for our therapist community and the patients they serve. Your day‑to‑day tasks will include:

• Managing a shared inbox that receives therapist inquiries, patient support tickets, and internal requests across multiple channels—SMS, email, and phone.
• Providing timely, accurate, and empathetic responses to therapist questions about platform usage, billing, compliance, and best practices.
• Assisting patients with account setup, appointment scheduling, and technical troubleshooting to ensure a frictionless experience.
• Collecting and analyzing feedback from therapists to identify recurring pain points and propose actionable improvements.
• Collaborating with cross‑functional teams—Product, Engineering, Compliance, and Marketing—to drive continuous process enhancements and feature rollouts.
• Documenting knowledge base articles, canned responses, and SOPs to streamline support workflows and empower self‑service.
• Participating in weekly support huddles, training sessions, and quality assurance reviews to maintain high service standards.
• Escalating complex issues to senior support staff or relevant departments while ensuring clear communication and follow‑up.

Essential Qualifications

• Minimum of 2 years of experience in a customer support or client success role, preferably within SaaS or healthcare technology.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with help desk software (e.g., Zendesk, Freshdesk) and CRM platforms.
• Demonstrated ability to manage multiple support channels simultaneously while maintaining high quality.
• Excellent problem‑solving skills and a proactive mindset.
• Comfortable working in a fast‑paced, remote environment with minimal supervision.
• Basic understanding of HIPAA and data privacy principles is desirable.

Preferred Qualifications

• Experience supporting mental health or telehealth platforms.
• Knowledge of billing codes, insurance reimbursement, or compliance regulations.
• Familiarity with workflow automation tools (e.g., Zapier, Integromat).
• Previous experience in a cross‑functional project or product improvement role.
• Strong analytical skills with the ability to translate data into actionable insights.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve user experience.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot issues efficiently.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.
• Collaboration: Ability to work seamlessly with product, engineering, and compliance teams.
• Time Management: Prioritize tasks, meet deadlines, and maintain composure under pressure.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As a Customer Support Specialist, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders.
• Quarterly learning labs covering industry trends, new product features, and soft‑skill development.
• Clear career pathways—whether you aspire to become a Support Lead, Product Specialist, or Customer Success Manager.
• Annual performance reviews with transparent metrics and goal‑setting.
• Opportunities to contribute to product roadmaps and influence the direction of our platform.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, transparency, and a sense of belonging. Our culture is defined by:

• Open Communication: Regular town halls, Slack channels, and virtual coffee breaks keep everyone connected.
• Inclusivity: We celebrate diverse backgrounds, perspectives, and experiences.
• Well‑Being Focus: Access to mental health resources, flexible PTO, and wellness stipends.
• Innovation: A collaborative environment where ideas are welcomed and tested quickly.
• Community Impact: Partnerships with mental health nonprofits and ongoing volunteer opportunities.

Compensation & 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 support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to help you plan for the future.
• Generous paid time off, parental leave, and sick leave policies.
• Monthly wellness stipend for gym memberships, meditation apps, or other self‑care activities.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

Ready to make a difference? Click the button below to submit your application and join the brighthush team. We’re hiring fast, so don’t wait!

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Closing Statement

At brighthush, your role as a Remote Customer Support Specialist is more than just answering tickets—it’s about building trust, fostering success, and ensuring that every therapist and patient feels heard and supported. If you’re passionate about mental health, thrive in a fast‑moving remote environment, and want to be part of a team that’s changing lives, we want to hear from you. Join us and help shape the future of therapeutic care.