Remote Customer Support Specialist – Therapist & Patient Assistance – Flexible Hours & Competitive Compensation at brighthush

About brighthush

At brighthush, we are redefining the way mental‑health professionals and patients connect. Our mission is simple yet powerful: to empower therapists with the tools, support, and insights they need to deliver transformative care, while ensuring patients receive timely, compassionate assistance. We operate at the intersection of technology, empathy, and evidence‑based practice, creating a seamless experience that bridges the gap between clinical expertise and everyday life.

Founded on the belief that every therapeutic journey deserves the best possible support, brighthush has grown into a trusted partner for therapists across the United States. Our platform integrates secure communication channels, real‑time analytics, and a vibrant community of clinicians, all designed to enhance treatment outcomes and streamline practice management.

As a Remote Customer Support Specialist, you will be the frontline advocate for our therapist community, ensuring they have the resources and guidance needed to thrive. Your work will directly impact the quality of care delivered to patients, making your role essential to our mission of elevating mental‑health services nationwide.

Key Responsibilities

• Multichannel Support: Handle day‑to‑day inquiries from therapists via shared mailbox, SMS, phone, and email, ensuring prompt and accurate responses.
• Therapist Success Champion: Provide proactive assistance to therapists, guiding them through onboarding, platform navigation, and best‑practice implementation.
• Insight & Feedback Loop: Capture recurring themes and pain points from therapist interactions, collaborating with product and engineering teams to drive continuous improvement.
• Knowledge Base Steward: Author, update, and maintain comprehensive knowledge articles, FAQs, and canned responses to enhance self‑service capabilities for both therapists and patients.
• Process Optimization: Participate in cross‑functional initiatives, contributing to workflow enhancements, automation opportunities, and quality assurance protocols.
• Data‑Driven Reporting: Track support metrics (ticket volume, resolution time, satisfaction scores) and generate actionable insights for senior leadership.
• Compliance & Security: Adhere to HIPAA guidelines and internal data‑privacy policies, ensuring all communications are secure and confidential.
• Team Collaboration: Work closely with the Customer Success, Product, and Marketing teams to align on communication strategies and feature rollouts.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Communications, Psychology, or a related field preferred.
• Minimum of 2 years of customer support experience, ideally in a remote or virtual environment.
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, concise language.
• Proficiency with help‑desk platforms (e.g., Zendesk, Freshdesk) and CRM systems.
• Experience managing multi‑channel support (SMS, email, phone) and handling high ticket volumes.
• Demonstrated empathy and a client‑centric mindset, especially when working with mental‑health professionals.
• Basic understanding of HIPAA regulations and data‑privacy best practices.
• Strong problem‑solving skills and the ability to think critically under pressure.

Preferred Qualifications

• Experience working in the mental‑health or tele‑health industry.
• Knowledge of therapeutic modalities (CBT, ACT, DBT) and common clinical workflows.
• Familiarity with tele‑health platforms and electronic health record (EHR) systems.
• Experience with data analytics tools (e.g., Tableau, Power BI) to generate support dashboards.
• Multilingual support capabilities (Spanish, French, etc.) to serve a diverse therapist base.
• Previous involvement in process improvement or quality‑assurance initiatives.

Core Skills & Competencies

• Customer‑First Attitude: Passion for helping others and a genuine desire to improve the therapeutic experience.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting technical issues.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Strong teamwork skills, with a track record of building productive relationships across departments.
• Attention to Detail: Meticulous in documenting interactions, updating knowledge bases, and ensuring compliance.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality and adherence to SLAs.
• Analytical Thinking: Ability to identify patterns, propose solutions, and influence product roadmap decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Remote Customer Support Specialist, you will:

• Progress to a Senior Support Lead or Customer Success Manager role, overseeing a team of agents and shaping support strategy.
• Transition into Product Management or Quality Assurance, leveraging your frontline insights to influence feature development.
• Participate in our Leadership Development Program, designed to cultivate future leaders through mentorship, workshops, and cross‑functional projects.
• Access a robust Learning & Development Portal featuring courses on mental‑health best practices, data analytics, and advanced customer support techniques.
• Earn certifications such as Certified Customer Support Professional (CCSP) or HIPAA Compliance Specialist through our partnership with industry bodies.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and purpose. Our remote‑first culture empowers you to:

• Choose your own workspace and schedule, with flexible hours that accommodate your personal life.
• Participate in weekly virtual town halls, where leadership shares updates and celebrates milestones.
• Engage in monthly virtual coffee chats, fostering community and collaboration across teams.
• Benefit from a well‑being stipend that supports mental‑health resources, fitness memberships, and mindfulness apps.
• Receive a technology allowance to equip your home office with the tools you need for success.
• Join a diverse, inclusive workforce that values every voice and encourages innovative thinking.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that reflects the value of your expertise and dedication. In addition to base pay, you can expect:

• Annual performance bonuses tied to team and individual metrics.
• Health, dental, and vision insurance with generous coverage options.
• 401(k) matching to help you plan for the future.
• Paid time off (PTO) and sick leave, with a flexible accrual system.
• Unlimited mental‑health days, recognizing the importance of self‑care.
• Professional development budget for conferences, courses, and certifications.
• Employee referral program with attractive incentives.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping mental‑health support. Your daily work will:

• Directly impact the success of therapists and the well‑being of patients across the country.
• Provide you with a platform to grow your skills in customer support, product strategy, and data analytics.
• Offer a flexible, remote environment that respects your work‑life balance.
• Connect you with a community of passionate professionals who share your commitment to improving mental‑health care.

Ready to Make a Difference?

If you are a proactive, empathetic, and tech‑savvy professional ready to elevate the therapist experience, we want to hear from you. Apply today and become a vital part of brighthush’s journey to bring brighter, more accessible mental‑health care to everyone.