Seasoned Remote Customer Support Specialist – Sleep‑Testing & Medical Equipment Champion, 24/7 Patient & Office Engagement Expert (USA) – Join brighthush

About brighthush

brighthush is more than a technology provider; it is a global movement that is redefining the way people sleep. By combining state‑of‑the‑art sleep‑testing devices, advanced data analytics, and a patient‑first philosophy, we empower individuals and medical professionals to unlock the full potential of restorative nights. Our remote‑first culture means you can contribute from anywhere in the United States while staying tightly connected to a high‑impact, collaborative team that thrives on continuous learning, relentless innovation, and a shared commitment to excellence.

Why brighthush is the Place for Your Next Career Move

At brighthush, every interaction is an opportunity to change lives. As a Remote Customer Support Specialist, you become the frontline ambassador of our brand, ensuring patients feel heard, guided, and empowered throughout their sleep‑testing journey. By joining our mission‑driven organization, you’ll enjoy:

• Being part of a transformative movement that is reshaping sleep health on a global scale.
• Working remotely with flexible scheduling that fits your lifestyle, including day, evening, and overnight shifts.
• Collaborating with cross‑functional teams—product, engineering, compliance, and marketing—to continuously elevate the patient experience.
• Receiving ongoing training, mentorship, and clear career‑growth pathways in a fast‑growing industry.
• Accessing a comprehensive benefits package that supports your well‑being, both personally and professionally.

Key Responsibilities

As a Remote Customer Support Specialist at brighthush, you will be the trusted guide for patients and medical offices navigating our sleep‑testing ecosystem. Your day‑to‑day tasks will include:

• Patient Engagement: Respond to inbound calls, emails, and chat messages with empathy and clarity, providing step‑by‑step guidance on device setup, testing protocols, and troubleshooting common issues.
• Order Management: Review incoming orders, verify patient and provider information, and coordinate with internal teams to resolve missing data or discrepancies.
• Test Follow‑Up: Monitor incomplete or delayed tests, send reminders, check in with patients, and ensure timely completion.
• Medical Office Liaison: Assist clinics with questions about test scheduling, billing, and reporting, acting as the bridge between the clinic and our operations team.
• Documentation: Record every interaction in our CRM with meticulous detail, safeguarding patient privacy in strict adherence to HIPAA and brighthush’s internal policies.
• Escalation Management: Identify urgent or complex concerns and forward them to the appropriate supervisor or specialist, ensuring a smooth handoff and timely resolution.
• Team Support: Provide coverage during peak periods, share knowledge, and maintain high service levels across shifts.
• Continuous Improvement: Participate in process‑improvement initiatives, offering feedback on gaps and suggesting enhancements to boost efficiency and patient satisfaction.

Daily Workflow Snapshot

Imagine starting your shift with a quick stand‑up meeting, reviewing the day’s priorities, and then diving into a mix of patient calls, email triage, and internal collaboration. Your day will be dynamic, with a healthy balance of routine tasks and problem‑solving moments that keep you engaged and challenged.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, skill, and passion for patient care. The following qualifications are essential:

• Minimum of 2 years of customer support experience, preferably in a healthcare or medical device environment.
• Strong verbal and written communication skills in English; conversational Spanish is a plus.
• Demonstrated patience, empathy, and the ability to remain calm under pressure.
• Excellent attention to detail and a meticulous approach to data entry and documentation.
• Proficiency with computer systems, CRM platforms, and Microsoft Office Suite (Word, Excel, Outlook).
• Experience handling a steady volume of calls and messages while maintaining high service quality.
• Ability to work independently in a remote setting, managing time effectively and meeting performance metrics.
• Knowledge of HIPAA regulations and a commitment to protecting patient confidentiality.

Preferred Qualifications

While not mandatory, the following attributes will set you apart:

• Experience with sleep‑testing devices or other medical equipment.
• Background in a clinical or medical office setting.
• Familiarity with remote‑first work tools such as Slack, Zoom, and Asana.
• Previous exposure to 24/7 support environments or shift‑based scheduling.
• Strong problem‑solving skills and a proactive mindset.

Key Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and organizational skills:

• Customer‑Centric Mindset: A genuine desire to help patients achieve better sleep health.
• Communication: Clear, concise, and compassionate communication across multiple channels.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet deadlines.
• Team Collaboration: Willingness to collaborate with cross‑functional teams and share insights.
• Adaptability: Flexibility to adjust to changing priorities, new processes, and evolving technology.
• Data Integrity: Commitment to accurate record‑keeping and compliance with privacy regulations.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As you grow in your role, you’ll have the chance to:

• Advance to a Senior Customer Support Specialist or Team Lead position.
• Transition into product support, quality assurance, or compliance roles.
• Participate in leadership training programs and mentorship initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of sleep‑health trends.
• Contribute to product roadmap discussions, ensuring that customer insights shape future innovations.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, respect, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling with day, evening, and overnight shift options.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive manager who values work‑life balance and professional growth.
• Access to a digital resource hub with training materials, FAQs, and best‑practice guides.
• A collaborative environment where every voice is heard and every idea can shape the future of sleep health.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and operational goals.
• Health, dental, and vision insurance options for full‑time employees.
• Paid time off, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match (for eligible employees).
• Professional development stipend and reimbursement for relevant certifications.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to make a difference in people’s sleep health while enjoying the flexibility of remote work? Click the link below to submit your application and join the brighthush team. We look forward to learning how your skills and passion align with our mission.