Remote Customer Support Specialist – Therapist & Patient Success, Flexible Hours, Competitive Compensation

About brighthush

brighthush is a leading digital health platform that connects patients with licensed therapists through a secure, user‑friendly mobile and web application. Our mission is to make mental health care accessible, affordable, and effective for everyone, regardless of location or schedule. By combining cutting‑edge technology with a compassionate care model, we empower therapists to deliver personalized treatment plans while giving patients the tools they need to thrive.

Why Join brighthush?

At brighthush, we believe that the people who support our users are the backbone of our success. As a Remote Customer Support Specialist, you will be the first point of contact for therapists and patients alike, ensuring that every interaction is positive, efficient, and solution‑oriented. You’ll work from the comfort of your own home, enjoy flexible scheduling, and receive a competitive salary that reflects your expertise and dedication.

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 Partner: Provide proactive assistance to therapists, helping them navigate the platform, troubleshoot technical issues, and optimize their practice workflow.
• Insight & Feedback Loop: Collect, analyze, and report common themes and pain points from therapist interactions to cross‑functional teams, driving continuous improvement.
• Knowledge Base Management: Create, update, and maintain a comprehensive library of FAQs, canned responses, and troubleshooting guides to enhance self‑service options for users.
• Process Improvement: Collaborate with product, engineering, and quality assurance teams to refine support processes, reduce resolution times, and elevate user satisfaction.
• Quality Assurance: Review support tickets for compliance with brand guidelines, data privacy regulations, and internal SOPs.
• Team Collaboration: Participate in weekly huddles, share best practices, and mentor new hires to foster a culture of continuous learning.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 2 years of customer support experience, ideally in a health‑tech or SaaS environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with CRM systems (e.g., Zendesk, Freshdesk) and knowledge base tools.
• Comfortable using multiple communication channels simultaneously and prioritizing tasks effectively.
• Demonstrated empathy, patience, and problem‑solving ability when dealing with sensitive health information.
• Self‑motivated, detail‑oriented, and able to thrive in a remote, asynchronous work setting.

Preferred Qualifications

• Experience working with mental health or tele‑medicine platforms.
• Familiarity with HIPAA or other privacy regulations governing patient data.
• Knowledge of basic technical troubleshooting (browser, mobile OS, connectivity).
• Previous experience in a role that required cross‑departmental collaboration.
• Strong analytical skills with the ability to translate data into actionable insights.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a commitment to delivering exceptional service.
• Communication Excellence: Clear, concise, and compassionate communication across all channels.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot common issues.
• Time Management: Ability to juggle multiple tickets, deadlines, and priorities without compromising quality.
• Collaboration & Teamwork: Willingness to share knowledge and support peers in a distributed environment.
• Adaptability: Comfortable with evolving processes, tools, and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training modules covering product updates, compliance, and soft‑skills development.
• Mentorship programs pairing you with senior support leads and product managers.
• Clear career ladder paths to roles such as Support Team Lead, Customer Success Manager, or Product Analyst.
• Opportunities to contribute to product roadmap discussions, ensuring your voice helps shape the future of mental health care.
• Annual learning stipend for courses, certifications, or conferences related to customer experience, healthcare technology, or leadership.

Work Environment & Culture at brighthush

We foster a culture of transparency, inclusivity, and continuous improvement. Key highlights include:

• Fully remote work model with flexible hours to accommodate different time zones and personal commitments.
• Regular virtual team events, wellness check‑ins, and community service initiatives.
• Open communication channels with leadership, ensuring every voice is heard.
• Commitment to mental health: free access to therapy sessions, mindfulness resources, and mental health days.
• Recognition programs celebrating outstanding customer support contributions.

Compensation & Benefits

While specific figures may vary based on experience, 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 with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and mental health days.
• Flexible work schedule and the ability to work from anywhere in the U.S.
• Technology stipend for home office equipment and high‑speed internet.
• Access to brighthush’s mental health platform for personal use.

How to Apply

Ready to make a difference in the lives of therapists and patients while enjoying the freedom of remote work? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Remote Customer Support Specialist role at brighthush. We look forward to welcoming you to our mission‑driven team!