Senior Customer Account Support Analyst – Quality Assurance & Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazing leader in consumer health technology, dedicated to transforming the way people manage their well‑being. With a legacy of pioneering continuous glucose monitoring (CGM) solutions, we are now expanding our horizon to empower individuals across a spectrum of health challenges. Our mission is simple yet profound: to deliver personalized, actionable insights that enable people to take control of their health and live their best lives.

At brighthush, we believe that technology should be as compassionate as it is cutting‑edge. Our team is composed of passionate, driven professionals who treat every customer interaction as an opportunity to make a difference. We value integrity, innovation, and a relentless pursuit of excellence—qualities that define our culture and guide our daily work.

Why Join brighthush?

• Be part of a company that has already changed millions of lives and is poised to impact even more on a global scale.
• Work in a dynamic, collaborative environment that rewards creativity, initiative, and a customer‑first mindset.
• Enjoy a flexible work arrangement—remote, hybrid, or on‑site—designed to support work‑life balance.
• Access comprehensive learning and development programs, including tuition reimbursement and in‑house training.
• Receive a competitive salary, robust benefits package, and performance‑based incentives.

Role Overview

The Senior Customer Account Support Analyst is a pivotal role within brighthush’s Quality Assurance (QA) and Customer Experience (CX) teams. You will be responsible for monitoring, evaluating, and scoring customer interactions to ensure that every call, chat, or email meets our high standards of excellence. Your insights will directly influence process improvements, training initiatives, and overall customer satisfaction.

Key Responsibilities

• Interaction Evaluation: Listen to recorded or live customer interactions and score them against brighthush’s established quality metrics.
• Process Improvement: Identify gaps in agent performance, recommend procedural changes, and collaborate with cross‑functional teams to implement enhancements.
• Calibration & Training: Host calibration sessions for internal and external teams, ensuring consistent scoring and understanding of quality standards.
• Reporting & Analytics: Compile detailed QA reports, track key performance indicators (KPIs), and present findings to senior leadership.
• Team Support: Mentor new hires, provide on‑the‑job coaching, and support supervisors in maintaining high quality across the customer support organization.
• Policy & Compliance: Stay current with company policies, industry regulations, and best practices to ensure all interactions comply with legal and ethical standards.
• Continuous Learning: Participate in ongoing training and professional development to keep skills sharp and stay ahead of emerging trends in customer experience.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Minimum of 2–5 years of experience in a call center or customer support environment, with at least 6 months in a quality assurance or coaching role.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate findings into actionable recommendations.
• Excellent written and verbal communication skills, capable of articulating complex concepts clearly to diverse audiences.
• Proficiency in using CRM and QA tools (e.g., Salesforce, NICE, Genesys, or similar platforms).
• Demonstrated project management skills, including the ability to lead initiatives from conception through execution.
• High level of professionalism, integrity, and a customer‑centric attitude.

Preferred Qualifications

• Experience in the health technology or medical device industry.
• Knowledge of continuous glucose monitoring (CGM) or related health monitoring technologies.
• Advanced data analysis skills (Excel, SQL, Tableau, or Power BI).
• Experience with remote or hybrid work environments and familiarity with virtual collaboration tools.
• Certification in Quality Management (e.g., Six Sigma Green Belt).

Core Competencies

• Customer Obsession: Passion for delivering exceptional service and a deep understanding of customer needs.
• Analytical Thinking: Ability to dissect complex data sets and derive meaningful insights.
• Collaboration: Strong teamwork skills, comfortable working across departments and geographies.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Communication: Clear, concise, and persuasive communicator in both written and spoken formats.
• Leadership: Inspires others through coaching, mentorship, and leading by example.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our products. As a Senior Customer Account Support Analyst, you will have the opportunity to:

• Progress to a Lead QA Analyst or Quality Manager role, overseeing larger teams and more complex projects.
• Transition into Customer Experience Strategy, shaping the overall CX roadmap for the organization.
• Explore cross‑functional roles in Product Management, Operations, or Data Analytics.
• Participate in leadership development programs and earn industry certifications.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative culture. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our remote and hybrid options allow you to work from anywhere while staying connected to a vibrant community of colleagues who share a common purpose: improving health outcomes worldwide.

Compensation & Benefits

We offer a competitive salary range of $56,200 to $93,600, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Flexible work arrangements (remote, hybrid, or on‑site).
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Access to cutting‑edge health technology and product trials.

How to Apply

If you are ready to join a mission‑driven organization that values your expertise and offers a platform for growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for the Senior Customer Account Support Analyst role at brighthush.

To apply, click the link below or visit our careers page:

We look forward to exploring how your skills and passion can help us continue to transform lives through innovative health technology.