Seasoned Remote Customer Support Specialist – 2nd/3rd Shift, Indianapolis – Champion Global Health Innovation with brighthush

Welcome to brighthush – Where Technology Meets Purpose

At brighthush, we’re more than a tech company; we’re a movement dedicated to reshaping the future of healthcare. By fusing data science, artificial intelligence, and human‑centered design, we deliver digital tools that empower clinicians, patients, and health systems to make smarter, faster, and more compassionate decisions. Our platform is already trusted by thousands of healthcare professionals across continents, turning raw data into real‑time insights that save lives.

When you join brighthush, you become part of a mission that directly improves health outcomes, reduces costs, and bridges gaps in care delivery. We thrive on collaboration, continuous learning, and a deep commitment to social impact. Every line of code, every support ticket, and every product update is guided by the same question: “How can we make health care better for everyone?”

Why brighthush is a Game Changer in Global Health

Health disparities persist worldwide, and access to quality care remains uneven. brighthush is changing that narrative by delivering next‑generation tools that bring equitable, high‑quality care to every corner of the globe. Our data‑analytics engine powers evidence‑based decision making in real time, while our user‑friendly interface ensures that clinicians and patients can navigate complex workflows with confidence.

By joining brighthush, you’ll be part of a team that is literally saving lives and transforming communities. Your work will touch the daily lives of healthcare providers and patients alike, making a tangible difference in the world.

Position Overview

We are seeking a highly motivated Remote Customer Support Specialist to serve our expanding user base during the 2nd and 3rd shifts in Indianapolis. In this role, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and empathetic assistance with our advanced software platform. You will collaborate closely with cross‑functional teams—product, engineering, and quality—to resolve issues, gather feedback, and contribute to continuous improvement.

Your Impact as a Customer Support Specialist

• Serve as the first point of contact for a diverse, global customer base, delivering world‑class support via phone, email, and chat.
• Diagnose and troubleshoot complex software issues, escalating to Tier 2/3 teams when necessary while following documented escalation procedures.
• Document every interaction in the CRM system with detailed, accurate notes, ensuring traceability and knowledge sharing.
• Collaborate with product and engineering teams to report bugs, suggest enhancements, and participate in beta testing of new features.
• Maintain up‑to‑date knowledge of product functionalities, updates, and best practices through ongoing training and self‑study.
• Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Participate in continuous improvement initiatives, providing insights on process gaps and recommending solutions.
• Adhere to company policies, security protocols, and compliance standards, ensuring data privacy and confidentiality.
• Support the transition from hybrid training to fully remote operations, demonstrating adaptability and self‑management.
• Actively contribute to a positive, inclusive team culture by sharing knowledge, celebrating successes, and supporting peers.

Essential Qualifications

• Bachelor’s degree or equivalent work experience in a customer‑facing role.
• Minimum of 1–2 years of experience in technical support, customer service, or a related field.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and remote collaboration tools.
• Demonstrated ability to troubleshoot software and hardware issues in a fast‑paced environment.
• Excellent problem‑solving skills, with a methodical approach to diagnosing and resolving issues.
• High level of empathy and patience when dealing with frustrated or anxious customers.
• Ability to work independently in a remote setting, managing time effectively and meeting deadlines.
• Strong organizational skills and attention to detail, ensuring accurate documentation and data integrity.
• Commitment to continuous learning and professional development.

Preferred Qualifications

• Experience in the health technology or SaaS industry.
• Knowledge of HIPAA or other health data privacy regulations.
• Experience with remote support tools such as Intercom or Freshdesk.
• Previous exposure to shift‑based work schedules and ability to adapt to varying shift times.
• Certifications in customer service, technical support, or related fields.

Skills & Competencies

• Technical Acumen: Comfortable navigating complex software interfaces and troubleshooting technical issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Collaboration: Team player who thrives in cross‑functional environments and shares knowledge freely.
• Adaptability: Comfortable with change, learning new tools, and adjusting to evolving processes.
• Time Management: Self‑discipline to meet shift deadlines and manage multiple tickets simultaneously.
• Resilience: Maintains composure under pressure and remains solution‑focused.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will receive:

• Structured onboarding and a six‑month hybrid training program that blends classroom learning with real‑world scenarios.
• Access to internal knowledge bases, webinars, and mentorship from senior engineers and product managers.
• Clear career pathways—from Customer Support Specialist to Technical Support Engineer, and eventually to Product Management or Customer Success Leadership.
• Opportunities to contribute to product roadmaps, beta programs, and user research initiatives.
• Annual performance reviews that align your goals with company objectives and reward high performers.

Work Environment & Company Culture

brighthush fosters a culture that blends innovation with compassion. Key highlights include:

• Fully remote work model after the initial hybrid training phase, giving you flexibility to balance personal and professional commitments.
• Inclusive, diverse teams that celebrate different perspectives and encourage open dialogue.
• Regular virtual town halls, hackathons, and wellness programs to keep the community engaged.
• Commitment to social impact—every project we develop is aimed at improving health outcomes for underserved populations.
• Transparent leadership that values feedback and empowers employees to take ownership of their work.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses and stock‑option opportunities to share in the company’s success.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Flexible paid time off (PTO) and paid holidays to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Wellness benefits such as virtual fitness classes, mental health resources, and ergonomic support for remote work.
• Employee referral program with generous rewards for bringing top talent to brighthush.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a dynamic, tech‑driven environment, and want to contribute to a healthier world, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how you can help us make a lasting impact on global health.

Join the brighthush Mission

When you become part of brighthush, you’re not just filling a role—you’re stepping into a mission that matters. You’ll:

• Help millions of users navigate technology that saves lives.
• Work alongside some of the brightest minds in health tech.
• Grow your career in a supportive, forward‑thinking environment.
• Enjoy the freedom of remote work while staying connected to a vibrant community.

Ready to Make an Impact?

Apply today and join brighthush on our journey to innovate, inspire, and improve global health outcomes.