Remote Customer Support Specialist – Multi‑Channel Therapist & Patient Assistance – Flexible Hours & Competitive Compensation – brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven health platform that empowers therapists and patients to connect, collaborate, and thrive. With a mission to democratize mental health care, we provide a seamless, secure, and user‑friendly ecosystem that supports every step of the therapeutic journey. Our team is passionate, diverse, and dedicated to creating meaningful impact—one conversation at a time.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the backbone of a thriving digital health service. As a Remote Customer Support Specialist, you’ll be the friendly voice that guides therapists and patients through their daily interactions, ensuring they feel heard, supported, and empowered. If you thrive in a fast‑paced, collaborative environment and love turning challenges into opportunities for growth, brighthush is the place for you.

Key Responsibilities

• Multi‑Channel Support: Handle day‑to‑day inquiries from therapists and patients via SMS, phone, and email, ensuring timely and accurate responses.
• Therapist Success Champion: Provide proactive assistance to therapists, helping them navigate our platform, troubleshoot issues, and optimize their workflow.
• Insightful Feedback Loop: Capture recurring themes and pain points from support tickets, and collaborate with product, engineering, and operations teams to drive continuous improvement.
• Knowledge Base Steward: Author, update, and maintain knowledge articles, FAQs, and canned responses to enhance self‑service options for both therapists and patients.
• Process Optimization: Participate in cross‑functional initiatives to refine support processes, reduce resolution times, and elevate overall customer satisfaction.
• Data‑Driven Reporting: Track key metrics (e.g., response time, ticket volume, CSAT scores) and generate regular reports for leadership.
• Compliance & Security: Adhere to HIPAA guidelines and brighthush’s data privacy policies when handling sensitive information.
• Team Collaboration: Work closely with the Customer Success, Product, and Engineering teams to align on priorities and share best practices.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Communications, Psychology, or related field preferred.
• Minimum of 2 years of customer support experience in a SaaS or health‑tech environment.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities and a customer‑first mindset.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Experience working remotely with a self‑motivated, disciplined approach.
• Comfortable with HIPAA‑compliant data handling and confidentiality protocols.

Preferred Qualifications

• Prior experience supporting mental health professionals or patient‑facing services.
• Knowledge of telehealth platforms and virtual therapy workflows.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) for reporting purposes.
• Experience in creating and maintaining knowledge bases or internal wikis.
• Background in process improvement methodologies such as Lean or Six Sigma.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot technical issues.
• Customer‑Centricity: Passion for delivering outstanding service and turning feedback into action.
• Collaboration: Ability to work effectively with cross‑functional teams in a virtual setting.
• Adaptability: Comfortable with evolving processes, new tools, and shifting priorities.
• Time Management: Efficiently prioritize tasks to meet SLA targets and maintain high productivity.
• Analytical Thinking: Use data to identify trends, diagnose problems, and recommend solutions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Remote Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training modules covering product updates, compliance, and customer‑experience best practices.
• Mentorship programs pairing you with senior support leaders and cross‑functional experts.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Process Improvement Analyst.
• Annual learning stipend for courses, certifications, or conferences related to health tech, customer experience, or leadership.
• Internal mobility across brighthush’s global teams, enabling you to explore new challenges and broaden your skill set.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, innovation, and inclusivity. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual town halls and Q&A sessions with executive leadership.
• Monthly “Coffee & Connect” virtual meet‑ups to share wins, challenges, and ideas.
• Open‑door policy encouraging feedback and continuous improvement.
• Commitment to work‑life balance with flexible scheduling and unlimited vacation policy.
• Inclusive hiring practices and a diverse workforce that reflects the communities we serve.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, 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 and team goals.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match.
• Wellness stipend covering gym memberships, meditation apps, or mental health resources.
• Technology stipend to equip you with the best tools for remote work.
• Paid parental leave and flexible family‑friendly policies.

Ready to Make an Impact?

If you’re a dedicated, empathetic, and tech‑savvy professional who loves turning complex challenges into simple solutions, we want to hear from you. Join brighthush and become a pivotal part of a mission‑driven team that is reshaping mental health care for the better.

Apply Today and help us create a brighter, healthier future—one conversation at a time.