Seasoned Medical Device Customer Service Representative – Remote, Full‑Time, High‑Impact Support for Innovative Healthcare Solutions at brighthush

About brighthush

brighthush is a pioneering force in the medical device arena, dedicated to designing, manufacturing, and delivering cutting‑edge solutions that transform patient care worldwide. With a culture anchored in performance, collaboration, and continuous learning, we empower our teams to push the boundaries of innovation while consistently delivering exceptional value to our customers. As a remote‑first organization headquartered in Salt Lake City, Utah, brighthush offers the flexibility and support that modern professionals expect, without compromising the camaraderie and shared purpose that drive our success.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven community that values every voice and celebrates every achievement. We believe that the best ideas emerge from diverse perspectives, and we foster an inclusive environment where creativity, curiosity, and resilience thrive. Whether you’re a seasoned professional or just starting your career, brighthush provides the resources, mentorship, and growth opportunities to help you reach new heights.

Position Overview

We are seeking an experienced Medical Device Customer Service Representative to join our remote team. In this role, you will be the frontline advocate for our customers, ensuring their experience with our products is seamless, supportive, and memorable. You will handle order processing, resolve inquiries, troubleshoot product issues, and collaborate with cross‑functional teams to deliver solutions that exceed expectations.

Key Responsibilities

• Order Management: Accurately process customer orders, verify details, and coordinate with logistics to ensure timely delivery.
• Customer Support: Provide timely, professional assistance via phone, email, and chat, maintaining a high level of customer satisfaction.
• Issue Resolution: Diagnose and resolve product and service issues, escalating complex cases to engineering or quality teams as needed.
• Data Accuracy: Maintain meticulous records in our ERP system, ensuring data integrity and compliance with regulatory standards.
• Process Improvement: Identify trends, propose enhancements, and participate in continuous improvement initiatives to streamline support workflows.
• Collaboration: Work closely with Sales, Engineering, and Quality Assurance to provide comprehensive solutions and feedback loops.
• Compliance & Documentation: Adhere to industry regulations (e.g., FDA, ISO 13485) and internal policies, documenting all interactions in a clear, concise manner.
• Customer Onboarding: Guide new customers through product setup, usage best practices, and training resources to ensure a smooth transition.
• Feedback Loop: Capture customer insights and relay them to product and engineering teams to drive continuous product improvement.
• Performance Metrics: Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• High school diploma or GED; associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service or call center experience, preferably in a technical or medical device environment.
• Proficiency with ERP systems (e.g., SAP, Oracle) and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Exceptional phone etiquette, active listening skills, and the ability to communicate complex information clearly.
• Strong analytical mindset with meticulous attention to detail.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the medical device or regulated manufacturing industry.
• Knowledge of FDA regulations, ISO standards, or other quality management systems.
• Prior exposure to customer support tools such as Zendesk, Salesforce, or ServiceNow.
• Demonstrated ability to manage multiple priorities and meet tight deadlines.
• Proactive problem‑solving skills and a passion for continuous improvement.
• Experience with remote collaboration tools and virtual team environments.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software and troubleshooting hardware/software issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Customer‑Centric Mindset: Commitment to delivering outstanding service and building lasting relationships.
• Collaboration: Ability to work effectively with cross‑functional teams in a fast‑paced environment.
• Adaptability: Thrive in a dynamic setting, quickly learning new processes and technologies.
• Problem‑Solving: Analytical approach to diagnosing issues and implementing effective solutions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs to accelerate your integration.
• Access to industry conferences, webinars, and certifications to deepen your expertise.
• Internal career pathways that allow you to transition into roles such as Product Support Engineer, Quality Assurance Analyst, or Customer Success Manager.
• Regular performance reviews and personalized development plans to help you set and achieve career goals.
• Cross‑departmental shadowing opportunities to broaden your skill set and network.
• Annual learning stipend to support courses, certifications, or conferences of your choice.

Work Environment & Culture

Our remote‑first culture combines flexibility with a strong sense of community. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings to stay connected.
• Collaborative digital workspaces (Slack, Teams, Confluence) that foster real‑time communication.
• A culture that celebrates wins, embraces feedback, and encourages experimentation.
• Commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Virtual wellness initiatives, including fitness classes, mindfulness sessions, and mental health resources.
• Inclusive hiring practices and a dedication to building a diverse workforce.

Compensation & Benefits

We offer a competitive salary range of USD 39,520 – 43,680 per year, commensurate with experience and qualifications. In addition to your base pay, you’ll receive:

• 401(k) plan with company matching to help you build a secure financial future.
• Generous paid time off (PTO) and holidays to recharge and spend time with loved ones.
• Tuition reimbursement program to support your ongoing education and skill development.
• Comprehensive health, dental, and vision insurance plans.
• Generous parental leave policy for new parents.
• Employee wellness initiatives, including virtual fitness classes and mental health resources.
• Flexible work hours and a fully remote work setup.
• Annual performance bonus potential based on company and individual metrics.

How to Apply

If you’re ready to bring your expertise to a forward‑thinking organization that values innovation, collaboration, and customer success, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.