Seasoned Customer Care Retention Specialist – Proactive Engagement & Diabetes Management Advocate – Empowering Patients and Driving Loyalty at brighthush

About brighthush

brighthush is at the forefront of medical‑technology innovation, redefining how people with diabetes manage their health. Our portfolio includes next‑generation insulin delivery devices, integrated glucose monitoring systems, and cutting‑edge drug‑delivery platforms—all engineered with the patient in mind. We blend empathy, data‑driven insights, and relentless curiosity to create solutions that not only improve clinical outcomes but also enhance everyday quality of life. At brighthush, every team member is a catalyst for change, turning scientific breakthroughs into tangible benefits for millions worldwide.

Why brighthush is the Right Choice for Your Career

• Impactful Work: Your daily interactions directly influence the health journeys of people living with diabetes, helping them achieve better control, independence, and confidence.
• Remote‑First Flexibility: Work from anywhere—whether you prefer a fully remote setup or a hybrid model—while staying connected to a global, collaborative team.
• Growth & Development: We invest heavily in continuous learning, mentorship, and clear career pathways that enable you to evolve from Specialist to Senior Specialist, Manager, and beyond.
• Diversity & Inclusion: Our culture celebrates differences, fosters belonging, and champions equity in every aspect of our organization.
• Competitive Compensation & Benefits: A comprehensive package that includes a competitive base salary, performance incentives, robust health coverage, retirement plans, and wellness initiatives.

Job Summary

As a Customer Care Retention Specialist at brighthush, you will be the frontline advocate for our patients and partners. Your primary focus will be to proactively engage with existing customers, ensuring they receive maximum value from our products and services while building trust and loyalty. You will serve as a bridge between customers and cross‑functional teams, translating feedback into actionable improvements and fostering long‑term relationships that drive retention and growth.

Key Responsibilities

• Initiate outbound calls, emails, and other communication channels to check on customer satisfaction, address concerns, and confirm optimal use of brighthush solutions.
• Maintain a deep understanding of brighthush product lines, updates, and industry trends to provide accurate, insightful guidance to customers.
• Build and nurture trust‑based relationships with patients, caregivers, and healthcare providers, listening actively and responding with empathy and professionalism.
• Educate customers on new features, product enhancements, and available resources that support diabetes management and overall wellness.
• Resolve customer issues promptly by collaborating with engineering, product, and support teams, ensuring a seamless experience from inquiry to resolution.
• Identify upsell and cross‑sell opportunities aligned with customer needs, contributing to revenue growth while enhancing patient outcomes.
• Partner with Customer Care leadership and regional teams to design and execute retention strategies that elevate loyalty and satisfaction.
• Follow detailed call scripts and guidelines while adapting to individual customer responses, ensuring consistency and quality.
• Track all interactions and outcomes in Salesforce, maintaining accurate records of feedback, concerns, and follow‑up actions.
• Meet or exceed key performance indicators (KPIs) related to retention, customer satisfaction, and response time.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 4 years of customer service experience in a healthcare, pharmacy, or related environment.
• Proven problem‑solving skills and a proactive mindset.
• Strong communication and interpersonal abilities, with a focus on empathy and active listening.
• Experience working with diverse customer segments, including patients, caregivers, and healthcare professionals.
• Proficiency with Microsoft Office (intermediate Word, basic Excel) and CRM systems, preferably Salesforce.
• Ability to work independently while contributing to team goals and collaborating across departments.

Preferred Skills & Competencies

• Background in diabetes management or related medical knowledge.
• Experience as a Quality Evaluator or in a contact center quality assurance role.
• Strong analytical skills to interpret customer data and identify trends.
• Comfortable handling sensitive healthcare topics with professionalism and discretion.
• Adaptability to evolving product features, market dynamics, and regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the impact you make. Here’s what you can expect:

• Clear Advancement Pathways: Progress from Specialist to Senior Specialist, Manager, and beyond, with defined milestones and mentorship support.
• Industry Conferences & Certifications: We sponsor attendance at leading diabetes and medical‑technology conferences, and provide funding for relevant certifications.
• Internal Training Programs: Access to a robust library of courses covering product knowledge, customer experience best practices, data analytics, and leadership skills.
• Product Road‑Map Influence: Your frontline insights will shape future product enhancements, giving you a direct voice in the evolution of brighthush’s offerings.
• Cross‑Functional Collaboration: Work closely with engineering, product, marketing, and sales teams, broadening your skill set and expanding your professional network.

Work Environment & Company Culture

brighthush thrives on a culture of openness, respect, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly team huddles and virtual coffee chats.
• Real‑time collaboration tools like Slack, Teams, and Zoom.
• Flexible schedules that support work‑life balance.
• Generous paid time off, holiday schedules, and a supportive wellness program that includes mental health resources, fitness stipends, and mindfulness sessions.

We celebrate diversity, champion equity, and foster an environment where every voice is heard and valued. Your contributions will be recognized through employee recognition programs, annual company retreats, and a culture that rewards initiative and creativity.

Compensation & Benefits

• Competitive Base Salary: Ranges from $26,330 to $39,490 for U.S. based roles, commensurate with experience and qualifications.
• Performance Incentives: Earn additional rewards for exceeding retention and customer satisfaction KPIs.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; 401(k) plan with company match; paid time off; and wellness stipends.
• Professional Development: Dedicated budget for training, conferences, and tuition reimbursement.
• Recognition & Growth: Employee recognition programs, mentorship opportunities, and clear career progression.

How to Apply

Ready to make a tangible difference in the lives of people living with diabetes? Submit your application through the brighthush Careers portal. We review applications continuously and will contact qualified candidates promptly. Join us in redefining patient care and advancing medical technology.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.