Seasoned Bilingual Japanese Customer Support Specialist – Remote, English & Japanese – Empowering Global Healthcare Solutions at brighthush – Full‑time, Permanent

About brighthush

brighthush is a pioneering force in the life‑sciences and healthcare arena, dedicated to bridging the gap between pharmaceutical innovators, clinicians, patients, and caregivers. Since our inception in 1979, we have evolved into a global community of 201‑500 passionate experts who deliver cutting‑edge communication solutions that empower clinical teams and improve patient outcomes worldwide. Our headquarters in Raleigh, North Carolina, serves as the hub for our international operations, but our impact is truly global. Today, we are expanding our remote footprint to bring top talent from Canada into our dynamic, high‑impact team.

Why brighthush?

At brighthush, every interaction matters. We believe that the quality of support we provide to clinical staff directly influences patient safety, clinical efficiency, and the success of our global health initiatives. As a Remote Japanese Customer Support Specialist, you will be the first line of support for our clinical ecosystem, ensuring that every inquiry—whether it’s a technical hiccup or a critical patient‑care question—is handled with empathy, precision, and speed. In return, we offer a competitive compensation package, a culture of continuous learning, and the flexibility of a fully remote role that respects your work‑life balance.

Role Overview

In this role, you will serve as the primary liaison for phone, email, web, and chat inquiries from both internal and external stakeholders across the brighthush clinical ecosystem. You will triage, resolve, and document all support requests, ensuring compliance with service level agreements (SLAs) and maintaining the highest standards of customer satisfaction. Your bilingual fluency in Japanese and English will enable you to communicate complex clinical information clearly and accurately, fostering trust and confidence among our users.

Key Responsibilities

• First‑Point‑of‑Contact: Act as the initial touchpoint for all support channels, providing timely and professional assistance to users worldwide.
• Ticket Management: Log every interaction in our internal ticketing platform, categorize by priority, and track progress to guarantee SLA compliance.
• Issue Resolution: Resolve common issues—such as account access, system navigation, and basic triage—while escalating complex problems to Level 2/3 support teams.
• Clear Communication: Maintain calm, clear, and professional communication in high‑stress situations, managing user expectations and providing timely status updates.
• Account & Access Management: Process user requests to create, modify, or delete access across multiple brighthush systems and applications.
• Training & Curriculum Support: Edit learning curriculums and send out training invitations to ensure staff are up‑to‑date with the latest clinical protocols.
• Proactive Monitoring: Continuously monitor system performance and user activity, ensuring follow‑up and extensive support until resolution.
• Pharma & Vaccine System Support: Provide urgent support for temperature‑excursion related requests and act as a frontline expert for medication‑related clinical systems.
• Performance Metrics: Adhere to all Key Performance Indicators (KPIs), including SLA compliance and user satisfaction feedback, to maintain the highest service standards.

Essential Qualifications

• Fluency in Japanese and English (written and spoken) with a strong command of both languages in a professional context.
• Valid Canadian residency status (PR or valid Work Permit) and a current Social Insurance Number (SIN).
• Reliable, high‑speed internet connection (minimum 15 Mbps upload, 30 Mbps download) and secure, non‑public network access.
• Private, quiet workspace free from interruptions for professional calls.
• Strong communication and customer‑service skills, with empathy, clarity, and accountability.
• Ability to multitask under pressure while maintaining meticulous attention to detail.
• High level of integrity and professionalism when handling sensitive clinical information.
• Flexibility to support rotating shifts, including weekends and holidays as required.

Preferred Qualifications

• Previous experience in a helpdesk or service desk environment.
• Background in life sciences, healthcare, or pharmaceutical support.
• Proficiency with ticketing systems such as brighthush, brighthush, or similar platforms.
• Experience working with clinical or regulatory documentation.

Skills & Competencies

• Exceptional problem‑solving abilities and analytical thinking.
• Strong interpersonal skills, capable of building rapport with diverse stakeholders.
• Adaptability to evolving technologies and processes within the healthcare sector.
• Commitment to continuous improvement and learning.
• Proficiency in using collaboration tools (brighthush, brighthush, brighthush).

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Remote Japanese Customer Support Specialist, you will have access to a wealth of development resources designed to accelerate your career trajectory.

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Regular training sessions on new clinical systems, regulatory updates, and industry best practices.
• Opportunities to transition into specialized roles such as Clinical Support Specialist, Technical Trainer, or Product Implementation Lead.
• Participation in cross‑functional projects that influence product development and customer experience.
• Annual performance reviews that align your career goals with organizational objectives.

Work Environment & Company Culture

brighthush thrives on collaboration, innovation, and a shared commitment to improving global health. Our remote culture is built on trust, transparency, and a results‑oriented mindset. You’ll enjoy:

• Flexible working hours that accommodate your personal and professional life.
• A supportive team that values diversity, equity, and inclusion.
• Regular virtual town halls and team‑building events.
• Access to a digital knowledge base and community forums for peer support.
• A culture that celebrates achievements, encourages feedback, and rewards initiative.

Compensation, Perks, and Benefits

While the exact salary range is competitive and commensurate with experience, we offer a comprehensive benefits package that includes:

• Health and dental insurance plans tailored to remote employees.
• Paid time off, including vacation, personal days, and sick leave.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program with access to mental health resources.
• Technology stipend to support your home office setup.
• Retirement savings plan with company match (where applicable).

How to Apply

Ready to make a tangible impact on patient care and join a forward‑thinking team? Click the link below to submit your application and start your journey with brighthush today.