Remote Customer Support Specialist – SaaS Technical Support & Knowledge Base Champion at brighthush

About brighthush

At brighthush, we’re redefining how healthcare teams are built, managed, and empowered. Founded in 2021, our cloud‑native platform brings together workforce management, scheduling, and operational analytics into a single, intuitive experience that helps hospitals, clinics, and health systems keep their staff aligned and their patients cared for. With a growing community of 11‑50 employees, we’re a nimble, high‑impact organization that thrives on collaboration, continuous learning, and a relentless focus on customer success.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a mission to improve the lives of healthcare professionals worldwide. Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, cross‑functional team that values autonomy, creativity, and data‑driven decision‑making. We celebrate diversity, encourage experimentation, and reward results with competitive compensation, equity, and a suite of benefits designed to support your well‑being and professional growth.

Position Overview

We’re looking for a proactive, customer‑centric Remote Customer Support Specialist who can bridge the gap between our users and the engineering, product, and implementation teams. In this role, you’ll be the first line of defense for our customers, ensuring that every interaction is resolved efficiently, accurately, and with a personal touch. You’ll also play a pivotal role in shaping our support processes, documentation, and knowledge base, turning everyday challenges into opportunities for improvement.

Key Responsibilities

• Deliver high‑quality, timely resolutions for Tier 1‑Tier 3 support tickets, ensuring a consistent and exceptional customer experience.
• Conduct thorough investigations to fully understand customer issues before responding, troubleshooting, or escalating.
• Manage customer expectations by communicating clear, actionable resolutions and realistic timelines.
• Prioritize and juggle multiple concurrent requests while maintaining a high level of customer satisfaction and adherence to SLAs.
• Provide technical support to both customers and internal teams, acting as a trusted advisor on product functionality and best practices.
• Escalate complex product, configuration, workflow, or implementation issues to the appropriate engineering or product teams.
• Create, maintain, and continuously improve internal SOPs, troubleshooting guides, and customer‑facing knowledge base content.
• Identify documentation gaps and proactively develop resources that enhance consistency, self‑service, and overall support efficiency.
• Ensure all support processes, reference materials, and knowledge repositories remain organized, searchable, and up‑to‑date.
• Analyze support trends, ticket volume, and CSAT metrics to uncover opportunities for process optimization and product improvement.
• Develop and maintain Zendesk macros, templates, workflows, and automation tools while preserving a personalized customer experience.
• Recommend and implement process improvements that elevate customer satisfaction and operational effectiveness.
• Support KPI reporting, CSAT initiatives, and ongoing support performance analysis to drive data‑backed decision making.
• Contribute to building a scalable support function that serves both external customers and internal stakeholders.
• Tailor support approaches based on customer health, business priorities, and account context to maximize value.
• Collaborate closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and rapid issue resolution.
• Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities to product and engineering.
• Support onboarding, training, and adoption efforts for new customers and internal teams as needed.

Essential Qualifications

• 3+ years of experience in Customer Support, Technical Support, Help Desk, or Customer Success roles within a SaaS environment.
• Proven ability to troubleshoot complex technical issues and provide clear, concise solutions.
• Strong written, verbal, and active listening skills—capable of translating technical jargon into customer‑friendly language.
• Experience creating documentation, knowledge base content, or operational processes that improve support efficiency.
• Demonstrated proficiency with Zendesk (or similar ticketing systems), including workflows, automation, macros, and reporting.
• Familiarity with support KPIs, CSAT, reporting, and accountability programs.
• Ability to manage competing priorities in a fast‑paced, remote work environment.
• Experience in a support lead, team lead, or senior support capacity is highly desirable.
• Bachelor’s degree or equivalent professional experience.
• Relevant certifications (e.g., Zendesk Certified Support Specialist, ITIL Foundation) are a plus.

Preferred Qualifications

• Background in healthcare technology, workforce management, scheduling, or operations‑focused software.
• Experience supporting onboarding, implementation, technical configuration, or product training.
• Exposure to remote work tools and collaboration platforms (Slack, Teams, Confluence, etc.).
• Knowledge of data privacy regulations (HIPAA, GDPR) relevant to healthcare SaaS products.
• Experience with analytics tools (Google Analytics, Mixpanel, or similar) for support trend analysis.

Core Skills & Competencies

• Customer‑First Mindset: Passionate about delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Strong analytical skills with a methodical approach to diagnosing and resolving issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Collaboration: Ability to build strong working relationships across teams and organizational levels.
• Adaptability: Comfortable navigating change and ambiguity in a dynamic startup environment.
• Technical Proficiency: Comfortable with SaaS products, APIs, and basic scripting for automation.
• Process Orientation: Skilled at documenting, refining, and scaling support processes.
• Data‑Driven Decision Making: Comfortable using metrics to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and the impact you create. As a Remote Customer Support Specialist, you’ll have the chance to:

• Progress into a Senior Support Engineer or Support Lead role, overseeing a team of support specialists.
• Transition into Product Management or Customer Success Leadership by leveraging your deep customer insights.
• Lead cross‑functional initiatives such as Support Process Optimization or Knowledge Base Revamp.
• Participate in continuous learning programs, including certifications, workshops, and mentorship.
• Earn equity and performance bonuses that reward your contributions to the company’s growth.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Weekly virtual team huddles and monthly all‑hands meetings to keep everyone aligned.
• A collaborative workspace in Slack and Microsoft Teams for real‑time communication.
• Access to a digital knowledge hub (Confluence, Notion) for onboarding, SOPs, and best practices.
• Regular virtual coffee chats and informal “watercooler” channels to foster camaraderie.
• Annual company off‑site retreats (when travel is safe) to celebrate wins and build deeper relationships.
• A culture that values work‑life balance, encouraging you to set boundaries and recharge.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for remote SaaS support specialists.
• Annual performance bonus opportunity based on individual and company metrics.
• Equity options for eligible roles, allowing you to share in the company’s long‑term success.
• Comprehensive medical, dental, and vision coverage with a 70% company contribution toward medical premiums.
• Health Savings Account (HSA) eligible plan options to support your health and wellness.
• 401(k) plan with a 3% company match to help you build your future.
• 15 days of paid time off (PTO) plus company holidays, with flexible scheduling to accommodate personal commitments.
• Fully remote work environment with minimal travel, supported by a home‑office stipend for ergonomic equipment.
• Employee Assistance Program (EAP) and wellness reimbursements for mental and physical health.
• Annual company off‑site and team‑building events to strengthen bonds and celebrate achievements.

How to Apply

If you’re ready to make a tangible impact on the healthcare industry, help our customers thrive, and grow alongside a passionate, forward‑thinking team, we’d love to hear from you. Click the link below to submit your application and join brighthush in shaping the future of workforce management.