Remote Customer Support Specialist – Frontline Support, Onboarding & Product Escalation Expert for a Leading AI‑Powered Healthcare SaaS Platform

About brighthush

brighthush is a fast‑growing, AI‑driven healthcare technology company that transforms the way medical practices manage referrals, documentation, communication, and daily tasks. Founded in 2015, brighthush has become a trusted partner for providers across the United States, helping them streamline workflows, reduce administrative burden, and deliver better patient care. With a culture that values innovation, empathy, and continuous learning, brighthush empowers its team members to make a real impact on the healthcare ecosystem.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining the future of healthcare technology. We offer a fully remote, flexible work environment that lets you balance professional growth with personal life. Our team is small, agile, and collaborative—every voice matters, and your ideas can shape the direction of our product and support strategy. If you thrive in a fast‑paced, customer‑centric setting and want to help patients and providers succeed, brighthush is the place for you.

Role Overview

As a Remote Customer Support Specialist, you will be the first line of communication for our users. You’ll own the support queue, resolve day‑to‑day issues, triage product bugs, and collaborate closely with Product and Engineering to improve the overall customer experience. Your work will directly influence how quickly new users become productive, how many support tickets are closed, and how effectively we identify and fix product pain points.

Key Responsibilities

• Own the L1 Support Queue: Respond to customer inquiries via email, chat, and occasional Zoom calls with urgency, clarity, and empathy.
• Diagnose & Resolve Issues: Guide users through brighthush workflows, distinguish between user errors and product bugs, and provide practical solutions or workarounds.
• Escalate with Precision: When deeper investigation is required, create detailed escalation tickets for Engineering and Product, including reproducible steps, screenshots, expected vs. actual behavior, customer impact, and priority.
• Onboarding & Training: Conduct lightweight walkthroughs for new users, share best‑practice tips, and help them become confident in using brighthush.
• Enhance Self‑Serve Resources: Write, edit, and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and accelerate resolution.
• Support Operations & Reporting: Refine ticket tagging, routing, and escalation paths; generate simple trend reports on top issues, recurring bugs, and feature gaps.
• HIPAA‑Aware Practices: Handle sensitive patient and provider information responsibly, following minimum‑necessary and privacy‑first protocols.

Essential Qualifications

• Proven experience in a customer‑facing role (support, operations, hospitality, retail, or similar).
• Excellent written communication skills and a strong sense of customer empathy.
• Meticulous attention to detail and a structured approach to problem‑solving.
• High ownership mindset: you take responsibility for driving issues to resolution.
• Quick learner who adapts to new software and evolving product features.
• Comfort with basic technical concepts such as APIs, webhooks, browser troubleshooting, or reading logs (not required but a plus).
• Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.

Preferred Qualifications

• Prior experience in a healthcare technology environment.
• Familiarity with HIPAA regulations and data‑privacy best practices.
• Experience creating documentation, knowledge‑base articles, or internal runbooks.
• Background in product or engineering support, where you collaborated closely with cross‑functional teams.

Core Skills & Competencies

• Customer‑first mindset: you genuinely care about helping users succeed.
• Strong analytical and troubleshooting skills.
• Excellent time‑management and organizational abilities.
• Effective communication across multiple channels (email, chat, video).
• Adaptability: you thrive in a fast‑moving, evolving product environment.
• Team player: you collaborate with Product, Engineering, and other stakeholders to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career paths. As you demonstrate expertise and initiative, you can progress into:

• Support Operations Lead – overseeing the entire support workflow, metrics, and process improvements.
• Customer Success Manager – building long‑term relationships with key accounts and driving adoption.
• Implementation Specialist – guiding large‑scale deployments and integrations.
• Technical Support Engineer – diving deeper into product internals, bug triage, and feature validation.

We also invest in your professional development through mentorship, training programs, and conference sponsorships. Whether you’re looking to sharpen your technical skills or broaden your leadership capabilities, brighthush supports your growth.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, transparency, and collaboration. Our team members enjoy:

• Unlimited vacation and flexible working hours to accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A culture of open feedback, where ideas are welcomed and decisions are data‑driven.
• Access to cutting‑edge tools and technologies that empower you to deliver high‑quality support.

Compensation & Perks

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

• Base salary commensurate with market rates for remote customer support specialists.
• Performance‑based bonuses tied to key metrics such as ticket resolution time, customer satisfaction scores, and process improvements.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance (for U.S. employees).
• 401(k) matching (U.S. employees).
• Professional development stipend and conference reimbursement.
• Access to wellness programs, mental‑health resources, and a supportive HR team.

How to Apply

If you’re passionate about helping healthcare providers succeed, enjoy solving complex problems, and thrive in a remote, collaborative environment, we’d love to hear from you. Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to exploring how you can contribute to brighthush’s mission of transforming healthcare workflows.

Join brighthush Today

Become a vital part of a team that is redefining the future of healthcare technology. Your expertise will help patients receive better care, providers save time, and the entire industry move toward smarter, AI‑driven solutions. Apply now and start your journey with brighthush—where your impact matters and your career can soar.