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

About brighthush

brighthush is a trailblazing digital health company that empowers therapists and patients to connect, collaborate, and thrive in a seamless, technology‑driven environment. With a mission to democratize mental health care, we provide an intuitive platform that streamlines therapy workflows, enhances patient engagement, and delivers measurable outcomes. Our team is a vibrant mix of clinicians, technologists, designers, and customer success professionals who share a common passion: to make high‑quality mental health care accessible to everyone, everywhere.

As a Remote Customer Support Specialist, you will be the frontline advocate for our therapist community, ensuring they have the tools, guidance, and support they need to deliver exceptional care. You’ll play a pivotal role in shaping the therapist experience, driving continuous improvement, and fostering a culture of empathy, collaboration, and innovation.

Why brighthush?

• Impactful Work – Your daily interactions directly influence the success of therapists and the well‑being of patients.
• Remote Flexibility – Work from anywhere in the U.S. with flexible hours that fit your lifestyle.
• Competitive Compensation – Earn a market‑competitive salary plus performance bonuses.
• Growth & Learning – Access to ongoing training, mentorship, and career‑advancement pathways.
• Inclusive Culture – A supportive, diverse, and collaborative workplace that values every voice.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will:

• Handle day‑to‑day therapist inquiries and support requests via a shared mailbox, SMS, phone, and email, ensuring timely and accurate responses.
• Serve as a trusted advisor to therapists, guiding them through platform features, best practices, and troubleshooting to maximize their therapeutic impact.
• Collect, analyze, and report on common themes and pain points expressed by therapists, providing actionable insights to product, engineering, and operations teams.
• Collaborate with cross‑functional teams—Product, Engineering, Marketing, and Compliance—to identify and implement process improvements that enhance the therapist experience.
• Contribute to the creation and maintenance of knowledge base articles, canned responses, and training materials that empower both therapists and internal stakeholders.
• Participate in on‑call rotations and urgent incident response as needed, ensuring 24/7 support coverage for our therapist community.
• Maintain a deep understanding of mental health best practices, regulatory requirements, and industry trends to provide informed, compliant support.
• Actively promote a culture of empathy, respect, and continuous learning within the support team and across the organization.

Essential Qualifications

• Bachelor’s degree or equivalent work experience in a related field (e.g., psychology, social work, health informatics).
• Minimum of 2 years of experience in customer support, preferably in a SaaS or digital health environment.
• Strong written and verbal communication skills, with the ability to convey complex information clearly and compassionately.
• Proficiency with help desk software (e.g., Zendesk, Freshdesk) and collaboration tools (e.g., Slack, Microsoft Teams).
• Experience managing multi‑channel support (email, chat, phone, SMS) and handling high‑volume inquiries.
• Demonstrated problem‑solving skills and a proactive mindset for identifying root causes and recommending solutions.
• Comfortable working in a fast‑paced, evolving environment with frequent change and ambiguity.
• Strong organizational skills, with the ability to prioritize tasks, manage time effectively, and meet deadlines.

Preferred Qualifications

• Background in mental health or experience working with therapists, counselors, or clinicians.
• Knowledge of HIPAA, GDPR, or other privacy regulations relevant to health data.
• Experience creating and maintaining knowledge base content, FAQs, and training documentation.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) and the ability to generate insights from support metrics.
• Previous experience in a remote or distributed team setting.
• Multilingual support skills (Spanish, French, etc.) are a plus.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Technical Aptitude – Quick learner who can navigate new software, troubleshoot issues, and adapt to evolving tools.
• Analytical Thinking – Ability to interpret data, spot trends, and translate findings into actionable improvements.
• Collaboration & Teamwork – Comfortable working cross‑functionally and sharing knowledge across departments.
• Resilience & Adaptability – Thrive under pressure, handle ambiguity, and maintain composure during high‑stakes situations.
• Empathy & Emotional Intelligence – Understand and respond to the emotional needs of therapists and patients.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous development. As a Remote Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular skill‑building workshops covering product updates, industry trends, and soft‑skill development.
• Clear career pathways to roles such as Senior Support Engineer, Product Support Lead, or Customer Success Manager.
• Opportunities to contribute to product roadmaps, feature prioritization, and user experience research.
• Cross‑departmental projects that broaden your exposure to engineering, marketing, and compliance.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first approach means:

• Flexible work hours that respect your personal commitments.
• Regular virtual town halls, team‑building events, and informal “coffee chats” to keep the community connected.
• A commitment to mental health and well‑being, with resources such as counseling services, mindfulness sessions, and wellness stipends.
• Inclusive hiring practices that celebrate diversity in all its forms.
• Recognition programs that celebrate achievements, big or small.

Compensation & Benefits

While specific figures may vary based on experience, we offer:

• Competitive base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction, resolution time, and process improvement contributions.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and holidays.
• Professional development stipend and access to online learning platforms.
• Well‑being benefits, including mental health counseling, gym memberships, and wellness allowances.
• Equity or stock‑option opportunities for eligible employees.

How to Apply

Ready to make a difference in the mental health space? Submit your application through our careers portal or click the link below to explore this role further. We’re excited to learn how your unique skills and passion align with brighthush’s mission.

Apply to brighthush Today

Join brighthush – Where Compassion Meets Innovation

At brighthush, you’re not just filling a position—you’re becoming part of a movement that transforms mental health care. If you’re driven by purpose, thrive in a collaborative environment, and are eager to grow both personally and professionally, we want to hear from you. Take the next step in your career and help us bring brighter, healthier futures to therapists and patients worldwide.