Seasoned Remote Customer Support Specialist – 2nd/3rd Shift – Champion Global Health Innovation & AI‑Enabled Care at brighthush, Indianapolis

About brighthush

brighthush is a pioneering technology company that is reshaping the future of global health. By harnessing the power of artificial intelligence, cloud computing, and advanced data analytics, we create patient‑centric solutions that empower clinicians, streamline workflows, and bring high‑quality care to underserved communities worldwide. From AI‑driven diagnostic tools to secure, cloud‑based patient engagement platforms, our portfolio is designed to reduce barriers, improve outcomes, and accelerate the adoption of digital health across the globe.

Founded on curiosity, collaboration, and a relentless commitment to learning, brighthush has grown into a vibrant community of innovators, engineers, designers, and customer‑success professionals. Every team member’s contribution has a direct, measurable impact on lives across the world, and we celebrate the diversity of ideas that fuels our mission.

As a remote‑first organization, we believe that talent knows no borders. Our distributed teams work together across time zones, sharing a common purpose: to make health care more accessible, efficient, and compassionate through technology.

Why This Role Matters

As a Remote Customer Support Specialist on the 2nd/3rd shift, you will be the first line of advocacy for our global user base. Your work will directly influence customer satisfaction, product adoption, and the overall success of our health‑tech initiatives. In this role, you will:

• Serve as the trusted point of contact for users navigating our advanced software suite.
• Translate complex technical concepts into clear, actionable guidance.
• Act as a bridge between customers and the engineering, product, and sales teams.
• Help shape the future of our products by feeding real‑world insights back into the development cycle.

Key Responsibilities

• Customer Support Excellence: Resolve user inquiries via phone, chat, and email with a focus on clarity, empathy, and efficiency. Maintain a high first‑contact resolution rate while ensuring a positive customer experience.
• Technical Troubleshooting: Diagnose and resolve software issues, including installation, configuration, and performance problems. Escalate complex issues to engineering when necessary, following a structured escalation path.
• Product Knowledge Mastery: Maintain deep, up‑to‑date knowledge of all brighthush product features, updates, and best‑practice use cases. Participate in regular product training sessions and certification programs.
• Documentation & Knowledge Base: Create, edit, and maintain support articles, FAQs, and troubleshooting guides. Ensure content is accurate, accessible, and aligned with brand voice.
• Data Capture & Reporting: Log all interactions accurately in the ticketing system. Track key metrics such as response time, resolution time, and customer satisfaction scores. Provide actionable insights to improve service quality.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Sales teams to relay user feedback, identify recurring issues, and contribute to the product roadmap.
• Shift‑Specific Duties: Manage high‑volume periods, ensuring SLA compliance and maintaining a calm, productive environment. Coordinate with on‑call teammates to balance workload and maintain coverage.
• Continuous Improvement: Participate in post‑incident reviews, root‑cause analyses, and process improvement initiatives to elevate support quality.
• Community Engagement: Represent brighthush at virtual user groups, webinars, and industry events to gather insights and promote best practices.

Essential Qualifications

• Bachelor’s degree or equivalent experience in Communications, Information Technology, or a related field.
• Minimum of 2 years of customer service experience, preferably in a tech or SaaS environment.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms and remote collaboration tools.
• Ability to work independently in a fully remote setting, managing time and priorities effectively.
• High emotional intelligence and a passion for helping others.

Preferred Qualifications

• Experience with healthcare technology or medical software.
• Knowledge of HIPAA or other data privacy regulations.
• Technical background in troubleshooting operating systems, browsers, and network connectivity.
• Experience in a shift‑based or 24/7 support environment.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).
• Familiarity with AI and machine‑learning concepts as they relate to healthcare.

Core Skills & Competencies

• Problem‑Solving: Quickly identify root causes and devise effective solutions.
• Adaptability: Thrive in a fast‑moving, evolving product landscape.
• Attention to Detail: Ensure accurate documentation and data entry.
• Team Player: Collaborate with colleagues across time zones and disciplines.
• Customer‑Centric Mindset: Prioritize user experience and satisfaction.
• Communication: Articulate complex technical information in simple, clear language.
• Time Management: Balance multiple tickets while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you grow in this role, you will have access to:

• Structured mentorship from senior support engineers and product managers.
• Regular training sessions on new product releases, industry trends, and soft‑skill development.
• Clear career pathways to roles such as Senior Support Specialist, Technical Account Manager, or Product Support Lead.
• Opportunities to contribute to product design workshops and beta testing programs.
• Annual learning stipend for certifications, conferences, or courses aligned with your career goals.
• Cross‑functional project assignments that broaden your skill set and expose you to new business areas.
• Leadership development programs for high‑potential team members.

Work Environment & Culture

brighthush’s culture is built on:

• Flexibility: Fully remote work with a 2nd/3rd shift schedule that supports work‑life balance.
• Inclusivity: A diverse team that values different perspectives and backgrounds.
• Collaboration: Regular virtual town halls, cross‑team hackathons, and informal “coffee chat” sessions.
• Impact‑Driven: Every team member’s contribution directly influences global health outcomes.
• Wellness: Access to mental health resources, virtual fitness classes, and a generous paid time off policy.
• Innovation Culture: Encouragement to experiment, prototype, and iterate on ideas that can transform patient care.
• Transparent Communication: Open channels for feedback, idea sharing, and decision‑making.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health, dental, and vision insurance for employees and dependents.
• 401(k) plan with company match.
• Unlimited PTO and flexible scheduling to accommodate personal commitments.
• Technology stipend for home office setup and high‑speed internet.
• Employee stock purchase plan to share in brighthush’s growth.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Annual professional development budget for conferences, workshops, or courses.

How to Apply

Ready to join a team that’s redefining global health? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support Specialist role. We’re excited to hear how your skills and passion align with our mission.

Join brighthush Today

At brighthush, you’re not just filling a role—you’re becoming part of a movement that leverages technology to improve lives worldwide. If you’re driven by curiosity, committed to excellence, and eager to grow in a supportive, innovative environment, we want to hear from you. Apply now and help us shape the future of health technology.