Remote Customer Support Specialist – Therapist & Patient Assistance – Flexible Hours, Competitive Pay, and Career Growth at brighthush

About brighthush

brighthush is a trailblazing digital health company that redefines how mental health professionals and patients connect. By blending cutting‑edge technology with a compassionate, data‑driven approach, we empower therapists to deliver personalized care and help patients navigate their treatment journeys with confidence. Our mission is simple: to make high‑quality mental health support accessible, efficient, and engaging for everyone, everywhere. As a fully remote, fast‑growing organization, we value agility, collaboration, and a relentless focus on user experience. If you thrive in a dynamic environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Every interaction you handle helps therapists succeed and patients feel heard.
• Remote Flexibility: Work from anywhere in the U.S. with flexible hours that fit your lifestyle.
• Competitive Compensation: We offer a market‑competitive salary, performance bonuses, and equity opportunities.
• Growth & Learning: Access to mentorship, internal training, and the chance to shape product features.
• Inclusive Culture: A supportive, diverse team that celebrates every voice and encourages continuous improvement.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for both therapists and patients. Your day‑to‑day tasks will include:

• Managing a shared support mailbox to address therapist inquiries, technical issues, and workflow questions.
• Providing timely, empathetic assistance via SMS, phone, and email to ensure therapists can focus on patient care.
• Collecting and analyzing feedback from therapists to identify recurring pain points and propose actionable improvements.
• Collaborating with product, engineering, and operations teams to refine support processes and enhance the overall user experience.
• Authoring and maintaining knowledge base articles, canned responses, and best‑practice guides to streamline support and empower self‑service.
• Tracking key metrics (response time, resolution rate, satisfaction scores) and reporting insights to leadership.
• Participating in on‑call rotations and urgent incident response as needed.

Essential Qualifications

• Minimum of 2 years of experience in a high‑volume customer support role, preferably in SaaS or digital health.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with help‑desk platforms (e.g., Zendesk, Freshdesk) and CRM systems.
• Demonstrated ability to troubleshoot technical issues and guide users through complex workflows.
• Excellent organizational skills, with the ability to juggle multiple tickets while maintaining quality.
• Self‑motivated, proactive, and comfortable working independently in a remote setting.

Preferred Qualifications

• Experience in the mental health or telehealth industry.
• Knowledge of HIPAA regulations and data privacy best practices.
• Background in product support or user research.
• Familiarity with analytics tools (e.g., Google Analytics, Mixpanel) to track support metrics.
• Previous involvement in process improvement or continuous‑improvement initiatives.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and ensuring a positive user journey.
• Technical Aptitude: Comfortable navigating web applications, troubleshooting connectivity, and interpreting error logs.
• Empathy & Active Listening: Ability to understand user emotions and respond with compassion.
• Analytical Thinking: Skilled at identifying patterns, diagnosing root causes, and recommending data‑driven solutions.
• Collaboration: Works seamlessly with cross‑functional teams to drive shared goals.
• Time Management: Prioritizes tasks effectively in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your interests and performance. Typical progression for a Customer Support Specialist might include:

• Senior Support Specialist – leading complex cases and mentoring new hires.
• Support Team Lead – overseeing a small team, setting KPIs, and coordinating with product.
• Product Support Manager – steering the support strategy across the entire platform.
• Customer Success Manager – focusing on long‑term client relationships and adoption.

We invest in your professional development through monthly skill‑building workshops, access to industry conferences, and a generous learning stipend. Whether you want to deepen your technical expertise, sharpen your leadership abilities, or explore new domains, brighthush supports your growth trajectory.

Work Environment & Culture

Remote‑First, Yet Connected: Our distributed team relies on asynchronous communication, weekly virtual town halls, and quarterly in‑person retreats to foster collaboration and camaraderie.

Inclusive & Diverse: We celebrate differences and encourage every team member to bring their authentic self to work. Regular diversity & inclusion workshops help us stay mindful and supportive.

Innovation‑Driven: We thrive on experimentation. Your ideas for improving support workflows or enhancing the knowledge base are not only welcomed—they’re expected.

Well‑Being Focused: Flexible hours, mental health resources, and a culture that respects work‑life balance keep our team energized and productive.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and potential equity participation.
• Comprehensive health, dental, and vision insurance (including telehealth coverage).
• Paid time off, sick leave, and a generous parental leave policy.
• Flexible work schedule and fully remote work setup.
• Annual learning stipend and access to online courses.
• Well‑being program: mindfulness sessions, virtual fitness classes, and mental health support.

How to Apply

If you’re ready to join a mission‑driven team that values empathy, innovation, and continuous improvement, we’d love to hear from you. Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to brighthush Today

Closing Statement

At brighthush, every support ticket is an opportunity to make a difference. Your expertise will help therapists deliver better care, and your insights will shape the future of our platform. Join us, and together we’ll light the way toward brighter mental health for all.