Senior Customer Experience Champion – Remote, Full‑Time – Drive Client Satisfaction, Continuous Improvement, and Innovation at brighthush

About brighthush

brighthush is a pioneering health‑tech company that is reshaping the way patients and providers connect, communicate, and thrive. With a clear mission to make healthcare accessible, affordable, and personalized, we fuse cutting‑edge technology with a human‑centric approach. Our platform empowers clinicians to deliver care from anywhere, while patients enjoy seamless, secure, and supportive interactions. At brighthush, curiosity, collaboration, and a relentless pursuit of excellence are the cornerstones of our culture.

Why Join brighthush?

• Impact at Scale: Your work will touch thousands of patients and healthcare professionals, improving real‑world outcomes.
• Remote Flexibility: Work from any U.S. location with a reliable internet connection—no commute, no office walls.
• Competitive Compensation: Earn a market‑competitive salary, performance bonuses, and a comprehensive benefits package.
• Growth & Learning: Access to continuous training, mentorship, and career‑advancement pathways.
• Inclusive Culture: A diverse, supportive environment that values every voice and encourages innovation.

About the Role

As a Senior Customer Experience Champion, you will be the frontline ambassador of our brand, ensuring every interaction leaves a lasting positive impression. You will lead a team of support specialists, mentor junior staff, and collaborate closely with Product, Engineering, Compliance, and Marketing to elevate the customer journey across all touchpoints.

Key Responsibilities

• Lead a high‑performing customer support team, setting standards for empathy, efficiency, and quality.
• Deliver exceptional, empathetic support across multiple channels—phone, email, live chat, and social media.
• Accurately log every customer interaction in our CRM, ensuring data integrity and traceability.
• Collaborate with cross‑functional teams (Product, Engineering, Compliance) to surface pain points and propose process enhancements.
• Stay current on product releases, policy changes, and industry trends to provide informed, up‑to‑date assistance.
• Escalate complex issues to specialized teams while maintaining ownership of the customer journey.
• Measure and report on key performance indicators (KPIs) such as First‑Contact Resolution, Net Promoter Score, and Customer Effort Score.
• Champion continuous improvement initiatives—brainstorming, testing, and implementing new workflows.
• Actively contribute to a knowledge base that empowers both customers and teammates.
• Develop and deliver training programs for new hires and ongoing skill development.
• Represent brighthush at industry events, webinars, and community forums to gather insights and promote best practices.

Essential Qualifications

• Bachelor’s degree or equivalent work experience in Customer Service, Healthcare, or a related field.
• Minimum of 5 years of remote customer support experience, with at least 2 years in a leadership or supervisory capacity.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Demonstrated ability to handle high‑volume, high‑stress situations with composure and professionalism.
• Empathy, patience, and a genuine desire to help others.
• Self‑motivated, organized, and comfortable working independently while staying aligned with team goals.
• Experience managing remote teams and fostering a culture of accountability and continuous improvement.

Preferred Qualifications

• Experience in the healthcare or telemedicine sector.
• Knowledge of HIPAA regulations and data privacy best practices.
• Familiarity with analytics tools (e.g., Tableau, Power BI) for reporting and insights.
• Previous involvement in process improvement or quality assurance projects.
• Experience with remote collaboration tools (Slack, Teams, Zoom).
• Certifications in customer support, healthcare compliance, or data analytics.

Core Competencies & Skills

• Customer‑Centric Mindset: Always put the customer first, anticipating needs and exceeding expectations.
• Problem‑Solving: Quickly diagnose issues, think creatively, and deliver effective solutions.
• Adaptability: Thrive in a fast‑moving environment with evolving products and priorities.
• Data‑Driven Decision Making: Use metrics to guide actions and measure impact.
• Team Collaboration: Build strong relationships across departments to drive shared success.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Leadership & Coaching: Inspire, mentor, and develop a high‑performing team.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. As you grow in your role, you’ll have opportunities to:

• Advance to Senior Customer Experience Manager, Director of Customer Success, or VP of Customer Experience.
• Transition into Product Management, Quality Assurance, or Customer Success leadership roles.
• Participate in leadership training, mentorship programs, and cross‑functional projects.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Earn certifications in customer support, healthcare compliance, or data analytics.
• Lead strategic initiatives that shape the future of brighthush’s customer experience platform.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that respect your personal commitments.
• Regular virtual team huddles, town halls, and social events.
• A culture of recognition—both peer‑to‑peer and manager‑to‑employee.
• Access to a digital wellness program, including mental health resources and fitness reimbursements.
• Annual “Innovation Day” where employees pitch ideas that could shape the future of brighthush.
• Opportunities to work with a diverse, global team of experts in healthcare, technology, and customer experience.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) and mental health support.
• Technology stipend for home office setup.
• Access to a comprehensive learning platform with courses on customer experience, leadership, and healthcare compliance.

How to Apply

Ready to make a difference in the lives of patients and healthcare providers? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re hiring immediately—don’t miss your chance to join a forward‑thinking team that values innovation, empathy, and impact.