Remote Full‑Time Compassionate Crisis Support Specialist & Customer Service Representative – Empower Lives, Drive Behavioral Health Innovation, and Deliver Exceptional Care at brighthush

About brighthush

brighthush is a pioneering behavioral health platform that blends state‑of‑the‑art technology with a human‑centered approach to deliver evidence‑based care to individuals struggling with substance use disorders and co‑occurring mental health challenges. With a mission to make recovery accessible, affordable, and personalized, we empower clients, clinicians, and support teams to collaborate in real time, no matter where they are. Our hybrid model—combining AI‑driven triage, secure telehealth, and compassionate human touch—has already helped thousands of people reclaim their lives and build sustainable pathways to wellness.

Why Your Career Deserves brighthush

At brighthush, we believe that the most powerful change starts with a single conversation. As a frontline Customer Service Representative and Crisis Support Specialist, you will be the first point of contact for people seeking help, and your voice will shape the trajectory of their recovery journey. We offer a purpose‑driven environment where empathy, expertise, and curiosity are not just valued—they’re essential. If you are passionate about making a tangible difference, brighthush gives you the tools, training, and community to thrive.

What Makes brighthush Stand Out

• Innovation at Scale: We integrate AI‑powered triage with seasoned human expertise to deliver timely, personalized support at a national level.
• Client‑Centric Culture: Every decision is guided by the principle that the client’s journey is paramount.
• Global Reach, Local Touch: We serve clients across the United States while tailoring services to local community needs.
• Data‑Driven Impact: We measure outcomes rigorously, ensuring that every interaction contributes to measurable recovery milestones.
• Commitment to Equity: We actively work to reduce disparities in behavioral health access through inclusive policies and multilingual support.

Key Responsibilities

In this role, you will blend compassion with operational excellence to deliver exceptional service. Your day‑to‑day duties will include:

• Answering and managing a high volume of inbound calls with professionalism, empathy, and a calm demeanor.
• Providing accurate, up‑to‑date information about brighthush’s programs, services, and eligibility criteria.
• Directing callers to the appropriate department or resource, ensuring seamless hand‑offs and minimal wait times.
• Resolving customer inquiries and concerns, documenting each interaction in our CRM system with meticulous detail.
• Maintaining detailed call logs and ensuring compliance with HIPAA and other confidentiality standards.
• Following up on pending requests to guarantee timely resolution and client satisfaction.
• Collaborating with internal teams—clinical, administrative, and supervisory—to address complex issues and continuously improve service delivery.
• Supporting crisis call management by triaging emergency calls and connecting callers to immediate resources.
• Handling feedback and complaints with professionalism, empathy, and a commitment to continuous improvement.
• Participating in quality assurance reviews and contributing to the development of best‑practice scripts and knowledge base articles.
• Actively engaging in ongoing training sessions to stay current with industry regulations, new technologies, and emerging best practices.

Day‑in‑the‑Life Snapshot

Imagine starting your shift with a quick virtual huddle, reviewing the day’s metrics and any new protocol updates. You then dive into a queue of calls, each one a unique story. You listen, assess, and guide callers toward the right path—whether that’s scheduling a counseling session, connecting them to a peer support group, or providing crisis resources. After each call, you capture essential details in the CRM, ensuring that every client’s journey is documented and that the next team member has the context they need. Throughout the day, you collaborate with clinicians to refine care plans, contribute to data dashboards, and help shape the next iteration of our AI triage system.

Administrative Duties & Process Excellence

Beyond frontline support, you will contribute to the operational backbone of our helpline:

• Accurately documenting all customer interactions in the CRM, ensuring data integrity and audit readiness.
• Participating in regular team meetings, training sessions, and quality assurance reviews.
• Identifying opportunities to streamline processes, reduce call handling time, and improve overall service quality.
• Assisting in the development and refinement of scripts, FAQs, and knowledge base articles.
• Ensuring that all documentation meets regulatory and internal compliance standards.
• Collaborating with the IT team to troubleshoot technical issues and suggest enhancements to the telehealth platform.
• Contributing to the creation of performance dashboards that track key metrics such as call resolution time, customer satisfaction scores, and crisis response effectiveness.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1–2 years of experience in a high‑volume customer service or call center environment.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and compassionately.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to handle sensitive, confidential information with discretion.
• Excellent problem‑solving skills and a proactive approach to resolving issues.
• Ability to work independently in a remote setting while maintaining strong collaboration with virtual teams.
• Basic understanding of behavioral health concepts and a genuine passion for helping others.
• Resilience and emotional intelligence to manage high‑stress situations while maintaining personal well‑being.

Preferred Qualifications

• Experience working in the behavioral health or mental health sector.
• Knowledge of HIPAA regulations and other privacy laws related to health information.
• Familiarity with crisis intervention techniques and emergency response protocols.
• Multilingual abilities, especially in Spanish or other widely spoken languages in the U.S.
• Previous experience with telehealth platforms or virtual care coordination.
• Certification in Customer Service Excellence or related fields.
• Experience with data analytics tools or dashboards.

Skills & Competencies

• Empathy & Compassion: Ability to connect with callers on an emotional level while maintaining professional boundaries.
• Active Listening: Skillful listening to understand caller needs and concerns accurately.
• Time Management: Efficiently manage multiple tasks and high call volumes without sacrificing quality.
• Adaptability: Thrive in a fast‑changing environment and adjust to new protocols or technologies quickly.
• Team Collaboration: Work effectively with cross‑functional teams in a virtual setting.
• Data Integrity: Maintain meticulous records and ensure compliance with data protection standards.
• Resilience: Handle emotionally charged conversations with composure and maintain personal well‑being.
• Tech Savvy: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Continuous Learning: Demonstrated commitment to professional growth and staying current with industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs focused on behavioral health, crisis management, and customer experience.
• Mentorship from seasoned clinicians and senior support staff.
• Opportunities to transition into clinical roles, program coordination, or quality improvement projects.
• Access to industry conferences, webinars, and certifications at no cost.
• Clear career pathways with defined milestones and performance metrics.
• Cross‑departmental shadowing to broaden your skill set and understand the full spectrum of our services.
• Leadership development workshops for high‑potential team members.

Work Environment & Culture

brighthush is built on a foundation of trust, respect, and shared purpose. Our remote work model empowers you to balance professional responsibilities with personal life. You’ll experience:

• Flexible scheduling options to accommodate diverse lifestyles.
• Regular virtual team building events, wellness check‑ins, and peer support circles.
• A culture that celebrates wins—both big and small—through shout‑outs, recognition programs, and quarterly awards.
• Transparent communication from leadership, with open forums for feedback and idea sharing.
• Commitment to diversity, equity, and inclusion, ensuring that every voice is heard and valued.
• Access to a digital collaboration hub that fosters creativity and knowledge sharing.
• Annual retreats and off‑site workshops to strengthen team cohesion and strategic alignment.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses tied to key metrics such as call resolution time, customer satisfaction scores, and crisis response effectiveness.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Wellness resources such as virtual counseling, mindfulness apps, and fitness reimbursements.
• Technology stipend to support a productive home office setup.
• Employee assistance program (EAP) for confidential counseling and support services.
• Access to a company‑wide learning platform with courses on behavioral health, leadership, and technology.

How to Apply

Ready to make a difference? Submit your resume and a brief cover letter outlining why you’re passionate about behavioral health and how your experience aligns with this role. Click the link below to apply and join the brighthush family.

Apply for this job

Closing Statement

At brighthush, every call you answer is a lifeline. If you are driven by purpose, thrive in a collaborative remote environment, and want to be part of a movement that transforms lives, we invite you to bring your compassion, expertise, and enthusiasm to our team. Together, we can create a brighter future for those seeking recovery and hope.