Remote Customer Support Specialist – Full‑Time – No Prior Experience Required – Champion Healthcare Innovation with Advanced EMR & Practice‑Management Solutions – Drive the Future of Therapy Technology at brighthush

Welcome to brighthush – Where Innovation Meets Compassion

At brighthush, we’re more than a software company; we’re a movement dedicated to transforming outpatient therapy practices across the United States. Our next‑generation electronic medical record (EMR) and practice‑management platform is engineered with the clinician in mind—streamlining documentation, scheduling, billing, and patient engagement so therapists can focus on what matters most: healing. We’re on a mission to make high‑quality mental health care accessible, efficient, and data‑driven, and we need passionate people to help us get there.

Why Your Work Matters at brighthush

Every interaction a therapist has with our platform begins with the support team. Your ability to resolve issues quickly and empathetically ensures that clinicians can deliver high‑quality care without interruption. By bridging the gap between technology and therapy, you help create a smoother, more efficient workflow that benefits both providers and patients. In short, you’re not just answering tickets—you’re safeguarding the therapeutic process and improving lives.

Key Responsibilities

• Ticket Management & Resolution: Handle a high volume of support tickets across email, chat, and phone using brighthush. Prioritize, triage, and resolve issues with speed and accuracy.
• Client Communication: Serve as the primary point of contact for clients, delivering clear, empathetic, and professional communication at every touchpoint.
• Issue Escalation & Collaboration: Identify complex problems, document them thoroughly, and collaborate with engineering, product, and QA teams to expedite resolution.
• Knowledge Base Stewardship: Contribute to, update, and maintain the internal knowledge base and public help center, creating user‑friendly guides and FAQs that empower clients.
• Process Improvement: Analyze support trends, propose workflow enhancements, and participate in cross‑functional initiatives to elevate customer satisfaction.
• Performance Tracking: Monitor and report on key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores.
• Continuous Learning: Stay current with product updates, industry best practices, and emerging technologies to provide the most accurate and helpful support.
• Team Collaboration: Engage in daily stand‑ups, weekly knowledge‑sharing sessions, and cross‑departmental projects to foster a culture of shared success.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Strong written and verbal communication skills in English.
• Demonstrated empathy and a customer‑first mindset.
• Excellent attention to detail and organizational skills.
• Problem‑solving aptitude with the ability to troubleshoot technical issues.
• Fast learner who can quickly adapt to new software and tools.
• Experience with brighthush or similar ticketing systems is a plus.
• Basic familiarity with video conferencing tools such as Zoom or Teams.
• Proficiency in using collaboration platforms like Slack, Microsoft Teams, or Google Workspace.
• Basic understanding of HIPAA compliance and data privacy best practices.

Preferred Qualifications

• Prior experience in a customer support or help desk role, especially in SaaS or healthcare technology.
• Knowledge of electronic medical records (EMR) or practice‑management software.
• Experience with remote work tools and collaboration platforms.
• Basic understanding of HIPAA compliance and data privacy best practices.
• Multilingual abilities (Spanish, French, etc.) are a plus.
• Experience with data analytics or reporting tools.

Core Skills & Competencies

• Communication: Clear, concise, and professional communication across all channels.
• Technical Aptitude: Ability to navigate and troubleshoot software applications.
• Customer Empathy: Understanding client pain points and delivering solutions that exceed expectations.
• Time Management: Prioritizing tasks in a fast‑moving environment while maintaining quality.
• Collaboration: Working effectively with cross‑functional teams to resolve issues.
• Adaptability: Quickly learning new processes, tools, and industry trends.
• Analytical Thinking: Interpreting data to identify trends and recommend improvements.
• Resilience: Maintaining composure under pressure and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in people is the best way to drive innovation. As a Customer Support Specialist, you will have a clear path to advance your career:

• Progress to a Senior Support Engineer or Team Lead role within 12–18 months.
• Participate in monthly knowledge‑sharing sessions with product, engineering, and sales teams.
• Attend industry conferences, webinars, and workshops at no cost to you.
• Earn certifications in customer support best practices, brighthush administration, or healthcare IT.
• Contribute to product roadmap discussions, ensuring that user feedback directly shapes future features.
• Take on mentorship roles, guiding new hires and fostering a culture of continuous improvement.

Work Environment & Culture at brighthush

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote team enjoys:

• Flexible work hours that accommodate different time zones and personal commitments.
• Weekly virtual coffee chats and monthly all‑hands meetings to keep everyone connected.
• A collaborative workspace powered by Slack, Microsoft Teams, and Google Workspace.
• Access to a digital library of learning resources, including e‑books, courses, and podcasts.
• Recognition programs that celebrate individual and team achievements.
• Regular feedback loops and open channels for ideas and suggestions.
• Inclusive hiring practices that value diverse perspectives and experiences.

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 customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and holidays.
• Unlimited personal and professional development budget.
• Wellness stipend and access to virtual fitness classes.
• Flexible work‑from‑home stipend to support your home office setup.
• Employee assistance program for mental health and well‑being.

How to Apply

Ready to join a forward‑thinking team that values your contributions and supports your growth? Click the link below to submit your application and take the first step toward an exciting career with brighthush.

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We’re Excited to Meet You!

At brighthush, we’re building more than just software; we’re building a community of passionate professionals who are dedicated to improving the therapy experience for patients and providers alike. If you’re eager to learn, collaborate, and make a real difference, we can’t wait to hear from you. Apply today and become part of a team that’s redefining the future of healthcare technology.