Seasoned Remote Customer Support Specialist – Multichannel Therapist & Patient Assistance, Flexible Hours, Competitive Pay, brighthush

About brighthush

brighthush is a trailblazing leader in the digital mental‑health space, dedicated to transforming the way people access therapy and wellness resources. With a mission to make high‑quality mental‑health care accessible, affordable, and engaging, brighthush partners with licensed therapists, clinicians, and patients across the United States to deliver a seamless, technology‑driven experience. Our platform empowers therapists to focus on what they do best—helping clients—while we handle the logistics, support, and continuous improvement that keep the system running smoothly.

As a fully remote, fast‑growing company, brighthush thrives on collaboration, innovation, and a culture that values every team member’s voice. We believe that the best ideas come from diverse perspectives, and we foster an environment where curiosity, empathy, and ownership are celebrated. Whether you’re a seasoned professional or just starting your career in customer support, brighthush offers a dynamic, inclusive workplace that rewards initiative and encourages lifelong learning.

Why Join brighthush?

• Impact lives by ensuring therapists and patients receive timely, accurate support.
• Work from anywhere in the U.S. with flexible hours that fit your lifestyle.
• Competitive salary and performance‑based bonuses.
• Comprehensive benefits package, including health, dental, vision, and mental‑health coverage.
• Unlimited professional development resources—online courses, certifications, and mentorship.
• Collaborative, cross‑functional teams that drive innovation and process improvement.
• Inclusive culture that values diversity, equity, and belonging.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for both therapists and patients. Your role will involve:

• Multichannel Support: Respond to inquiries via SMS, phone, email, and live chat, ensuring a consistent, high‑quality experience across all touchpoints.
• Therapist Success Partner: Act as a trusted advisor to therapists, helping them navigate platform features, troubleshoot issues, and optimize their workflow.
• Patient Assistance: Provide compassionate, accurate guidance to patients seeking therapy, scheduling appointments, and resolving technical or billing concerns.
• Feedback Loop: Collect, analyze, and report recurring themes or pain points from therapists and patients to product and engineering teams.
• Process Improvement: Collaborate with cross‑functional stakeholders—product, engineering, compliance, and marketing—to refine support workflows, automate repetitive tasks, and enhance the knowledge base.
• Documentation: Create and maintain clear, concise knowledge‑base articles, FAQs, and canned responses that empower both internal teams and end users.
• Quality Assurance: Monitor support tickets for adherence to brand voice, compliance standards, and resolution metrics; provide coaching to peers when needed.
• Continuous Learning: Stay current on industry best practices, regulatory changes, and new platform features to deliver informed support.

Essential Qualifications

• Minimum of 2 years of customer support experience, preferably in a SaaS or telehealth environment.
• Proficiency in using help‑desk platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving ability and a customer‑centric mindset.
• Experience handling high‑volume, time‑sensitive inquiries with a focus on quality and efficiency.
• Comfortable working independently in a remote setting, with strong self‑management and time‑boxing skills.
• Basic understanding of mental‑health terminology and the therapeutic process is highly desirable.

Preferred Qualifications

• Background in mental‑health support or a related field.
• Experience with HIPAA‑compliant communication tools and data privacy best practices.
• Knowledge of telehealth platforms and virtual care workflows.
• Experience in data analysis or reporting (Excel, Tableau, or similar tools).
• Previous involvement in process improvement initiatives or quality assurance projects.
• Certification in customer service or related disciplines (e.g., CSCS, CSM).

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to the emotional and practical needs of therapists and patients.
• Technical Aptitude: Quick learner who can navigate multiple software tools and troubleshoot basic technical issues.
• Communication: Clear, concise, and professional communication across written and verbal channels.
• Collaboration: Comfortable working with cross‑functional teams, sharing insights, and contributing to shared goals.
• Adaptability: Thrive in a fast‑changing environment, handling shifting priorities and new challenges with ease.
• Attention to Detail: Meticulous in documenting support interactions and maintaining accurate records.
• Time Management: Prioritize tasks effectively, ensuring timely resolution of tickets while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as important as the impact you make. We offer:

• Clear career ladders: Customer Support Specialist → Senior Specialist → Team Lead → Manager → Director.
• Mentorship programs pairing you with experienced leaders across the organization.
• Access to a library of online courses covering customer success, product management, data analytics, and leadership.
• Annual conference stipend to attend industry events, webinars, and workshops.
• Regular knowledge‑sharing sessions where teams present new tools, best practices, and success stories.
• Opportunities to transition into product, quality assurance, or compliance roles based on your interests and performance.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and mutual respect. Our remote culture is characterized by:

• Weekly virtual town halls where leadership shares updates and answers questions.
• Monthly “Coffee & Chat” sessions that encourage informal networking across departments.
• Inclusive policies that celebrate diversity, equity, and belonging—every voice matters.
• Flexible scheduling that respects personal commitments while ensuring coverage across time zones.
• Open‑door communication channels—whether you’re a new hire or a senior executive, your feedback is valued.
• Regular team‑building activities, such as virtual game nights, wellness challenges, and community service projects.

Compensation & Benefits

We believe in rewarding excellence and providing a comprehensive support system for our team members:

• Competitive Base Salary: Market‑aligned pay with performance‑based bonuses.
• Health & Wellness: Full medical, dental, vision, and mental‑health coverage for you and your dependents.
• Retirement Plan: 401(k) with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Remote Work Stipend: Monthly allowance for home office setup and internet.
• Professional Development: Unlimited access to e‑learning platforms, certifications, and conference sponsorships.
• Employee Assistance Program: Confidential counseling and support services.
• Wellness Initiatives: Monthly wellness challenges, virtual fitness classes, and mindfulness sessions.

How to Apply

If you’re passionate about making a difference in the mental‑health ecosystem, thrive in a remote, collaborative environment, and possess the skills outlined above, we’d love to hear from you. Join brighthush and help shape the future of accessible, high‑quality therapy for millions across the United States.

Ready to take the next step? Click the button below to submit your application and start your journey with brighthush today.