Seasoned Remote Customer Support Specialist – 30 Hours/Week – Champion Patient Experience & Drive Care Excellence at brighthush
About brighthush
brighthush is a trailblazing leader in the medical aesthetics and healthcare technology space, redefining how patients and providers connect. With a mission to empower every patient with knowledge, support, and confidence, we fuse cutting‑edge digital solutions with a human‑centric approach. Our platform powers thousands of clinics worldwide, offering appointment scheduling, patient education portals, real‑time analytics dashboards, and AI‑powered chat assistants—all designed to free clinicians to focus on the care that truly matters.
Founded on the belief that technology should serve people, brighthush has grown from a small start‑up into a global platform that transforms patient journeys. Every line of code, every support ticket, and every patient interaction is guided by our core values: empathy, integrity, innovation, and impact. If you’re passionate about making a difference in people’s lives and thrive in a fast‑moving, tech‑driven environment, you’ll find a home here.
Why This Role Matters
As a Customer Support Specialist at brighthush, you will be the first line of communication for patients seeking guidance, information, or assistance. Your voice, tone, and expertise will shape the patient experience, build trust, and reinforce our brand’s reputation for excellence. Working remotely, you’ll enjoy flexibility while contributing to a high‑impact team that values empathy, collaboration, and continuous improvement.
In this role, you’ll be the bridge between patients and our technology. You’ll translate complex product features into simple, actionable advice, ensuring that every patient feels heard, supported, and empowered. Your work will directly influence patient satisfaction scores, retention rates, and the overall success of our platform.
Key Responsibilities
- Multi‑Channel Support: Respond to inquiries via phone, SMS, email, and ticketing systems with professionalism, empathy, and accuracy. Each interaction is an opportunity to reinforce brighthush’s commitment to patient care.
- Appointment Coordination: Schedule, confirm, and reschedule patient appointments, ensuring clear communication of dates, times, and next steps. Proactively follow up to reduce no‑shows and improve clinic efficiency.
- Issue Resolution: Diagnose and resolve customer concerns, troubleshoot technical problems, and elevate complex issues to the appropriate team members. Maintain a calm, solution‑oriented mindset even under pressure.
- Ticket Management: Monitor support tickets, maintain timely response windows, and close tickets with comprehensive resolution notes. Use our knowledge base to provide consistent, high‑quality answers.
- Product Knowledge: Master brighthush’s suite of services, tools, and best practices to provide accurate, up‑to‑date assistance. Stay current on new releases, feature updates, and industry trends.
- Feedback Loop: Capture and document customer insights, trends, and pain points to inform product enhancements and process improvements. Act as the patient’s advocate within the organization.
- Team Collaboration: Partner with sales, technical support, and product teams to ensure a seamless, end‑to‑end customer journey. Share insights and contribute to cross‑functional projects.
- Continuous Improvement: Participate in regular training, share best practices, and contribute to the evolution of support workflows and knowledge bases. Champion a culture of learning and innovation.
Essential Qualifications
- Experience: Prior customer service experience in a fast‑paced environment, preferably within medical aesthetics, healthcare, or related fields. Demonstrated ability to handle high call volumes while maintaining quality.
- Communication: Exceptional written and verbal communication skills; clear, friendly, and professional tone across all channels. Ability to adapt language to diverse audiences.
- Tech‑Savvy: Comfortable navigating email, SMS, CRM systems, and ticketing tools (brighthush or similar). Quick to learn new software and troubleshoot basic technical issues.
- Problem‑Solving: Strong analytical mindset, quick thinker, and adept at resolving issues efficiently. Ability to de‑escalate tense situations and find win‑win solutions.
- Time Management: Highly organized, capable of prioritizing tasks, and managing multiple concurrent conversations without sacrificing quality.
- Team‑Oriented: Collaborative mindset, willingness to support teammates, and contribute to a positive team culture. Comfortable working in a distributed, remote environment.
- Empathy: Genuine care for helping people, creating a positive experience, and understanding patient needs. Ability to listen actively and respond with compassion.
Preferred Qualifications
- Experience in medical aesthetics or healthcare customer support, with a deep understanding of patient workflows.
- Prior remote work experience with proven self‑management skills and a disciplined approach to meeting deadlines.
- Familiarity with brighthush or similar ticketing and CRM platforms, including knowledge of workflow automation.
- Knowledge of HIPAA regulations and patient privacy best practices, ensuring compliance in all interactions.
- Multilingual abilities (Spanish, French, etc.) are a plus, enabling us to serve a broader patient base.
Skills & Competencies
- Active Listening & Empathetic Communication – the foundation of every successful support interaction.
- Technical Troubleshooting & System Navigation – quickly identify and resolve issues across multiple platforms.
- Data‑Driven Decision Making – use metrics and feedback to continuously improve support quality.
- Conflict Resolution & De‑Escalation Techniques – calm and resolve challenging situations with professionalism.
- Adaptability & Continuous Learning – thrive in a rapidly evolving tech landscape and stay ahead of industry trends.
- Time & Stress Management – maintain composure and efficiency during peak periods.
- Attention to Detail & Accuracy – ensure every ticket is resolved with precision and thorough documentation.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Support Specialist, you will:
- Gain exposure to the full spectrum of our product suite and industry trends, positioning you for future roles in product or technical support.
- Participate in ongoing training programs, including product certifications, customer experience workshops, and leadership development.
- Have the opportunity to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Specialist.
- Contribute to cross‑functional projects that shape the future of our platform and customer experience, giving you a voice in product strategy.
- Access a mentorship program where senior leaders share insights, career advice, and industry knowledge.
Work Environment & Culture
brighthush champions a culture of empathy, collaboration, and innovation. Our remote team enjoys:
- Flexible scheduling to support work‑life balance, with the freedom to choose your own hours within core overlap times.
- Regular virtual team huddles, knowledge‑sharing sessions, and social events that foster connection and camaraderie.
- A transparent, inclusive environment where every voice is heard and valued, regardless of location or tenure.
- Access to cutting‑edge tools and resources that empower you to deliver exceptional service, including AI‑powered chat assistants and real‑time analytics dashboards.
- Opportunities to participate in community outreach and wellness initiatives, reinforcing our commitment to holistic health.
Compensation & Benefits
While specific figures may vary, brighthush offers a competitive hourly rate for part‑time roles, complemented by a comprehensive benefits package that includes:
- Health, dental, and vision insurance (pro‑rated for part‑time employees) to support your well‑being.
- Paid time off and flexible holiday scheduling, allowing you to recharge and maintain a healthy balance.
- Professional development stipend for courses, certifications, and conferences, ensuring you stay at the forefront of your field.
- Employee wellness programs and mental health resources, including access to counseling services and mindfulness apps.
- Performance‑based bonuses and recognition programs that reward excellence and innovation.
- Access to a company‑wide knowledge base, internal forums, and peer‑to‑peer learning communities.
How to Apply
If you are a motivated, empathetic individual with a passion for delivering outstanding customer experiences, we encourage you to apply. Please submit your resume and a cover letter that highlights:
- Your relevant experience and how it aligns with the responsibilities of this role.
- Examples of how you’ve used empathy and problem‑solving skills to improve customer satisfaction.
- Why you’re excited about joining brighthush and contributing to our mission.
Send your application to [email protected] or click the button below to start the process.
Equal Opportunity Employer
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, gender, sexual orientation, gender identity, national origin, disability, or any other protected status.
Ready to Make a Difference?
Join a team that values empathy, innovation, and impact. Bring your expertise to a role that shapes patient journeys and drives care excellence—all while enjoying the flexibility of remote work.