Remote Customer Support Specialist – Therapist & Patient Assistance – Flexible Hours, Competitive Pay – Join brighthush

About brighthush

At brighthush, we’re redefining the way people experience mental health care. Our mission is simple: empower therapists and patients alike to achieve better outcomes through technology, empathy, and data‑driven insights. By combining cutting‑edge teletherapy platforms with a robust support ecosystem, we help clinicians focus on what they do best—healing—while ensuring patients receive seamless, personalized care.

Founded on the belief that mental health support should be accessible, reliable, and scalable, brighthush has grown from a small startup to a national leader in digital therapy solutions. We serve thousands of therapists across the United States, connecting them with patients through secure video, messaging, and scheduling tools. Our culture is built on collaboration, continuous learning, and a deep commitment to improving lives.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly influences a therapist’s ability to deliver care and a patient’s journey to wellness.
• Remote Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your life outside of work.
• Competitive Compensation: Earn a market‑competitive salary plus performance‑based incentives.
• Growth & Development: Access to internal training, mentorship programs, and clear career pathways.
• Inclusive Culture: A diverse, supportive team that values every voice and encourages innovation.

Key Responsibilities

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

• Managing a shared inbox and responding to therapist inquiries via SMS, phone, and email with a high degree of professionalism and empathy.
• Providing real‑time support to therapists, ensuring they have the resources and guidance needed to navigate our platform and deliver effective treatment.
• Collecting, analyzing, and reporting common themes or pain points expressed by therapists, and collaborating with product and engineering teams to drive continuous improvement.
• Creating and maintaining knowledge‑base articles, canned responses, and best‑practice guides to streamline support and empower self‑service.
• Co‑ordinating with cross‑functional teams—Product, Engineering, Compliance, and Marketing—to resolve escalated issues and implement new features.
• Monitoring service level agreements (SLAs) and ensuring timely resolution of tickets, while maintaining a positive experience for all stakeholders.
• Participating in regular training sessions and knowledge‑sharing workshops to stay current on platform updates, industry regulations, and customer‑centric practices.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Communications, Psychology, Business, or a related field preferred.
• Minimum of 2 years of experience in a customer support or help‑desk role, ideally within a SaaS or health‑tech environment.
• Proficiency with help‑desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and compassionately.
• Strong problem‑solving skills and a proactive mindset for identifying root causes and recommending solutions.
• Experience handling multiple communication channels (SMS, phone, email) simultaneously while maintaining high quality and adherence to brand voice.
• Basic understanding of HIPAA and data privacy principles is a plus.

Preferred Qualifications

• Background in mental health or experience supporting clinicians or patients.
• Experience with telehealth platforms or digital therapy tools.
• Knowledge of workflow automation tools (e.g., Zapier, Integromat) and data analytics platforms.
• Fluency in additional languages to support a diverse user base.
• Previous remote work experience with a proven track record of self‑management and collaboration across time zones.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help others and a knack for turning challenges into opportunities.
• Technical Aptitude: Comfortable learning new software quickly and troubleshooting technical issues.
• Communication Excellence: Clear, concise, and empathetic communication across all mediums.
• Analytical Thinking: Ability to interpret data, spot trends, and propose actionable insights.
• Collaboration: Strong teamwork skills and the ability to work effectively with cross‑functional partners.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities and processes.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have access to:

• Structured onboarding and continuous training modules covering product knowledge, compliance, and soft‑skills development.
• Mentorship programs pairing you with senior team members across Product, Engineering, and Operations.
• Clear promotion pathways—from Support Specialist to Senior Specialist, Team Lead, and beyond—based on performance, skill acquisition, and leadership potential.
• Cross‑departmental projects that allow you to broaden your skill set and contribute to strategic initiatives.
• Annual learning stipend to attend conferences, workshops, or pursue certifications relevant to your role.

Work Environment & Culture at brighthush

Our culture is anchored in transparency, respect, and a shared commitment to mental health. You’ll find:

• A fully remote, distributed team that values flexibility and work‑life balance.
• Weekly virtual town halls where leadership shares updates, celebrates wins, and invites feedback.
• Monthly “Wellness Wednesdays” featuring guided meditation, yoga, or mental health webinars.
• Open‑door communication channels—Slack, Teams, and regular one‑on‑ones—to ensure you’re heard and supported.
• A culture of continuous improvement, where every team member is encouraged to propose ideas and experiment.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off (PTO) policy to support rest and rejuvenation.
• Flexible work hours and the freedom to work from any U.S. location.
• Monthly stipend for home office setup and internet expenses.
• Employee assistance program (EAP) offering confidential counseling services.
• Regular team‑building events—virtual game nights, book clubs, and community service projects.

How to Apply

If you’re passionate about making a tangible difference in the mental health space, thrive in a remote environment, and possess the skills outlined above, we’d love to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush. Let’s build a brighter future together.

Ready to join the brighthush team? Click the link below to apply now and start your journey with us.