Senior Customer Care Retention Specialist – Healthcare & Pharmacy Experience – Remote Opportunity at brighthush

About brighthush

brighthush is a trailblazing leader in the medical device and diabetes care industry, dedicated to transforming the lives of people living with diabetes. With a portfolio of cutting‑edge products that simplify insulin delivery and empower patients to take control of their health, brighthush is on a mission to make diabetes management more intuitive, more accessible, and more compassionate. Our culture is built on innovation, integrity, and an unwavering commitment to customer success. As a global organization, we blend the agility of a startup with the resources of a Fortune‑500 company, creating an environment where ideas thrive and careers accelerate.

Why Join brighthush?

At brighthush, you’ll be part of a passionate team that believes in the power of technology to change lives. We offer a dynamic, inclusive workplace where your voice is heard, your growth is supported, and your impact is tangible. Whether you’re a seasoned professional or a recent graduate, you’ll find opportunities to learn, lead, and innovate. Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant community of experts, mentors, and collaborators.

Position Overview

As a Senior Customer Care Retention Specialist, you will be the frontline advocate for our patients and partners. Your primary mission is to nurture long‑term relationships, resolve complex concerns, and identify opportunities to enhance customer satisfaction and loyalty. You will work closely with cross‑functional teams—including Sales, Product, and Technical Support—to ensure a seamless, personalized experience for every brighthush customer.

Key Responsibilities

• Customer Retention & Loyalty: Develop and execute proactive strategies to retain existing customers, reduce churn, and increase lifetime value.
• Issue Resolution: Investigate and resolve escalated customer complaints with empathy, accuracy, and a focus on sustainable solutions.
• Upsell & Cross‑Sell: Identify and recommend complementary products or services that align with customer needs and drive revenue growth.
• Data Analysis & Reporting: Track key metrics (e.g., NPS, churn rate, CSAT) and generate actionable insights for continuous improvement.
• Process Improvement: Collaborate with Operations and Product teams to refine workflows, reduce friction, and enhance the overall customer journey.
• Knowledge Management: Maintain up‑to‑date documentation, FAQs, and training materials to empower both customers and internal teams.
• Team Leadership: Mentor junior specialists, share best practices, and contribute to a culture of excellence and accountability.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Business, Healthcare, or a related field is a plus.
• Minimum of 4 years of progressive experience in customer service, healthcare, or pharmacy settings.
• Proven track record of managing complex customer relationships and driving retention metrics.
• Strong communication skills—both written and verbal—across multiple channels (phone, email, chat).
• Advanced problem‑solving abilities with a data‑driven mindset.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Salesforce or similar CRM platforms.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.

Preferred Qualifications

• Experience in the medical device or diabetes care industry.
• Knowledge of regulatory compliance, HIPAA, and data privacy standards.
• Background in sales or account management, with a focus on upselling and cross‑selling.
• Familiarity with customer success software (e.g., Gainsight, Zendesk, Intercom).
• Fluency in additional languages (Spanish, French, Mandarin) is a bonus.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Collaboration: Comfortable working cross‑functionally and influencing stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Leadership: Demonstrates initiative, mentors peers, and drives continuous improvement.
• Technical Proficiency: Comfortable navigating CRM systems, data dashboards, and Microsoft Office tools.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer a comprehensive learning ecosystem that includes:

• On‑the‑job training with seasoned experts and subject‑matter specialists.
• Access to online courses, certifications, and industry conferences.
• Mentorship programs that pair you with senior leaders across the organization.
• Clear career pathways—from Specialist to Manager, Director, and beyond—based on performance and ambition.
• Regular performance reviews and personalized development plans to help you reach your goals.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and continuous learning. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Digital collaboration tools (Slack, Microsoft Teams, Confluence).
• Virtual coffee breaks and team‑building activities.
• Inclusive policies that celebrate diversity, equity, and belonging.

We believe that a supportive environment fuels innovation. That’s why we invest in flexible schedules, mental health resources, and a culture that values work‑life harmony.

Compensation & Benefits

While the base salary range for this role is USD 54,766 – 82,139 per year, brighthush offers a competitive total rewards package that includes:

• Performance‑based bonuses and incentive plans.
• 401(k) plan with company matching.
• Generous paid time off (PTO) and paid holidays.
• Health, dental, and vision insurance plans.
• Wellness stipend and mental health support.
• Retirement planning resources and financial wellness workshops.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

How to Apply

Ready to make a difference in the lives of people with diabetes? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your experience, passion, and expertise can help us elevate customer care to new heights.