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

About brighthush

At brighthush, we are redefining the way people access mental‑health support. Our mission is to empower therapists and patients alike by providing a seamless, technology‑driven platform that connects care providers with the resources they need to succeed. With a rapidly growing user base across the United States, brighthush is at the forefront of the telehealth revolution, blending cutting‑edge software with compassionate service to create a healthier, happier world.

Our culture is built on transparency, collaboration, and a relentless focus on impact. We celebrate diversity, encourage continuous learning, and reward innovation. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters and your growth is a priority.

Why Join brighthush?

• Remote‑First Flexibility: Work from anywhere in the U.S. with a flexible schedule that adapts to your life.
• Competitive Compensation: Earn a market‑competitive salary plus performance bonuses and equity opportunities.
• Impactful Work: Directly influence the success of therapists and the well‑being of patients worldwide.
• Growth & Development: Access to mentorship, training programs, and career‑advancement pathways.
• Inclusive Culture: A supportive community that values every individual’s unique perspective.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline champion for our therapist community. Your day‑to‑day tasks will include:

• Managing a high‑volume shared inbox and responding to therapist inquiries via SMS, phone, and email with professionalism and empathy.
• Providing proactive support to therapists, ensuring they have the tools and knowledge to guide patients through their treatment journeys.
• Collecting, analyzing, and reporting common themes and pain points from therapist interactions to inform product and process improvements.
• Collaborating with cross‑functional teams—Product, Engineering, Marketing, and Compliance—to translate frontline insights into actionable enhancements.
• Authoring and maintaining knowledge‑base articles, canned responses, and best‑practice guides to streamline support workflows.
• Participating in continuous improvement initiatives, such as A/B testing new support scripts or evaluating new communication channels.
• Ensuring compliance with HIPAA and other regulatory standards while handling sensitive patient and therapist data.
• Tracking key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Bachelor’s degree in Communications, Psychology, Business, or a related field, or equivalent work experience.
• Minimum of 2 years’ experience in customer support, preferably in a health‑tech or telehealth environment.
• Strong written and verbal communication skills with the ability to convey complex information clearly and empathetically.
• Proficiency with customer‑support platforms (e.g., Zendesk, Intercom, Freshdesk) and collaboration tools (Slack, Teams).
• Experience handling high‑volume, multichannel support tickets while maintaining a high level of accuracy.
• Demonstrated ability to work independently in a remote setting, managing time and priorities effectively.
• Basic understanding of HIPAA regulations and data privacy best practices.
• Strong analytical mindset with the ability to identify trends and propose data‑driven solutions.

Preferred Qualifications

• Experience in the mental‑health or wellness industry, especially with therapist‑centric platforms.
• Knowledge of telehealth workflows, patient onboarding, and treatment coordination.
• Familiarity with CRM systems and data analytics tools (e.g., Salesforce, Tableau).
• Multilingual support capabilities (Spanish, French, etc.) are a plus.
• Previous involvement in product or process improvement projects.
• Certification in customer‑experience management or related fields.

Core Skills & Competencies

• Empathy & Emotional Intelligence: Ability to understand and respond to the emotional needs of therapists and patients.
• Problem‑Solving: Quick, creative solutions to complex support challenges.
• Attention to Detail: Accurate documentation and adherence to compliance standards.
• Team Collaboration: Effective communication with cross‑functional stakeholders.
• Adaptability: Thrives in a fast‑moving, evolving environment.
• Time Management: Prioritizes tasks to meet deadlines and maintain high service levels.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development should be as dynamic as the work you do. As a Customer Support Specialist, you will have access to:

• Mentorship from senior leaders in product, engineering, and operations.
• Regular training sessions on new platform features, industry trends, and regulatory updates.
• Cross‑departmental projects that broaden your skill set and expose you to new areas of the business.
• Clear career pathways to roles such as Support Manager, Product Analyst, or Customer Success Lead.
• Annual learning budget for conferences, courses, and certifications.

Work Environment & Culture

Our remote‑first model means you can work from the comfort of your own home while staying connected to a vibrant, global team. We foster a culture of:

• Open communication through weekly virtual town halls and daily stand‑ups.
• Inclusive decision‑making, where every voice is heard.
• Work‑life balance, with flexible hours that accommodate your personal commitments.
• Regular team‑building activities, such as virtual coffee chats, game nights, and wellness challenges.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Paid time off, sick leave, and parental leave.
• Unlimited vacation policy to support mental well‑being.
• Equity options for eligible employees.
• Wellness stipend for home office setup, gym memberships, or mindfulness apps.

How to Apply

Ready to make a tangible difference in the lives of therapists and patients? Send your resume, a brief cover letter outlining why you’re the perfect fit for brighthush, and any relevant portfolio or case studies to [email protected]. We review applications on a rolling basis and aim to respond within 5–7 business days.

Join brighthush today and become part of a mission‑driven team that is reshaping mental‑health support for the better. Your expertise, compassion, and drive will help us create a brighter future for everyone who seeks help through our platform.