Remote Customer Support Specialist – Multichannel Therapist & Patient Assistance, Flexible Hours, Competitive Compensation

About brighthush

At brighthush, we are redefining the way mental health professionals connect with their patients. Our mission is to empower therapists with the tools, resources, and support they need to deliver exceptional care, while ensuring patients receive timely, compassionate assistance. Operating entirely in the digital space, brighthush blends cutting‑edge technology with a human‑centric approach, creating a seamless experience for both providers and recipients of care.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re shaping the future of tele‑therapy and patient support. We value curiosity, resilience, and a passion for helping others. Our remote-first culture means you can work from anywhere in the United States, with flexible hours that respect your personal commitments. In return, we offer a competitive salary, comprehensive benefits, and a wealth of professional growth opportunities.

Key Responsibilities

• Multichannel Support: Handle day‑to‑day inquiries from therapists and patients via shared mailbox, SMS, phone, and email, ensuring prompt and accurate responses.
• Therapist Success Partner: Act as a trusted advisor to therapists, guiding them through treatment workflows, troubleshooting technical issues, and sharing best practices to maximize client outcomes.
• Insight & Feedback Loop: Collect, analyze, and report recurring themes or pain points from therapist interactions to cross‑functional teams, driving continuous improvement.
• Process & Knowledge Management: Create, update, and maintain knowledge base articles, canned responses, and SOPs that empower both therapists and patients to find solutions quickly.
• Collaboration & Advocacy: Work closely with Product, Engineering, and Marketing to translate frontline feedback into product enhancements and educational content.
• Quality Assurance: Monitor support tickets for quality metrics, provide coaching to peers, and participate in regular reviews to uphold brighthush’s high service standards.
• Compliance & Confidentiality: Adhere to HIPAA regulations and internal data‑security protocols, safeguarding sensitive patient and therapist information.

Essential Qualifications

• Minimum of 2 years experience in customer support or a related role, preferably in a health‑tech or SaaS environment.
• Proficient in using help‑desk platforms (e.g., Zendesk, Freshdesk) and CRM systems.
• Excellent written and verbal communication skills, with a knack for simplifying complex concepts.
• Strong problem‑solving abilities and a proactive mindset.
• Comfortable handling high‑volume, time‑sensitive inquiries while maintaining composure.
• Basic understanding of mental health terminology and therapeutic workflows is a plus.
• Self‑motivated, detail‑oriented, and able to thrive in a remote, collaborative environment.

Preferred Qualifications

• Experience working with therapists or in a clinical support capacity.
• Knowledge of HIPAA compliance and data‑privacy best practices.
• Familiarity with tele‑health platforms such as Zoom, Doxy.me, or similar.
• Previous involvement in process improvement or quality assurance initiatives.
• Multilingual support capabilities (Spanish, French, etc.) are highly valued.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Aptitude: Quick learner of new software, with the ability to troubleshoot and guide users through technical challenges.
• Analytical Thinking: Ability to identify patterns, root causes, and propose actionable solutions.
• Time Management: Efficiently juggle multiple tickets, prioritize tasks, and meet SLA targets.
• Team Collaboration: Comfortable sharing insights, receiving feedback, and contributing to cross‑departmental projects.
• Adaptability: Thrive in a fast‑moving environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We provide:

• Structured mentorship programs pairing you with senior support specialists and product leads.
• Access to industry conferences, webinars, and certifications in mental health technology.
• Clear promotion pathways from Support Specialist to Team Lead, Operations Manager, or Product Analyst.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture at brighthush

We pride ourselves on a culture that values:

• Flexibility: Work from any U.S. location with a schedule that fits your life.
• Inclusivity: A diverse team that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels, from weekly town halls to real‑time Slack updates.
• Well‑Being: Regular virtual wellness sessions, mental health resources, and a supportive peer network.
• Innovation: Encouragement to experiment, propose new ideas, and influence product direction.

Compensation & Benefits

While specific figures may vary based on experience, we offer:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance (including tele‑health coverage).
• 401(k) plan with company match.
• Paid time off, sick leave, and flexible holidays.
• Professional development stipend and tuition reimbursement.
• Unlimited remote work flexibility and a stipend for home‑office setup.
• Employee assistance program and mental health support.

How to Apply

If you’re ready to make a tangible impact on the mental health ecosystem while enjoying the freedom of remote work, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can contribute to brighthush’s mission.

Join the brighthush Team Today!

Become a pivotal part of a forward‑thinking organization that values your expertise, supports your growth, and empowers you to help others thrive. Apply now and start your journey with brighthush.