Senior Customer Experience Specialist – Genomics & Healthcare Support – Remote (Contract-to-Hire)

About brighthush and the Future of Genomic Healthcare

At brighthush, we’re on a mission to transform the way people experience health by making genomics a standard part of everyday care. Our cutting‑edge platform empowers clinicians, researchers, and patients to unlock the full potential of DNA data, turning complex genetic information into actionable insights that improve outcomes and save lives. As a global leader in genomic science, brighthush partners with health systems, pharmaceutical companies, and life‑science innovators to accelerate the integration of genomic data into clinical practice. We’re building a future where healthcare is personalized, proactive, and powered by the science of genetics.

We’re looking for a dedicated, empathetic, and analytical Customer Experience Specialist to join our frontline team. In this role, you’ll be the first point of contact for patients, providers, and partners during critical moments—answering questions about orders, results, and care. Your work will shape the entire brighthush experience, ensuring that every interaction reflects our commitment to excellence, privacy, and patient empowerment.

Why This Role Matters

Every day, thousands of individuals rely on brighthush to help them understand their genetic health. Whether it’s a clinician seeking clarification on a test result or a patient navigating a new diagnosis, the support you provide can influence decisions that affect real lives. This is more than a job; it’s an opportunity to be part of a movement that is redefining healthcare. By joining brighthush, you’ll:

• Help bridge the gap between complex genomic data and everyday clinical practice.
• Serve as a trusted advisor during moments of uncertainty and concern.
• Contribute to a culture of continuous improvement by identifying patterns and driving process enhancements.
• Work with a diverse, multidisciplinary team that values curiosity, collaboration, and innovation.

Key Responsibilities

As a Customer Experience Specialist, you’ll manage a high volume of inquiries across multiple channels while maintaining the highest standards of accuracy and empathy. Your day-to-day tasks will include:

• Resolve complex customer issues end-to-end across phone, email, and webform, ensuring a seamless journey from first contact to final resolution.
• Handle first-of-their-kind cases that fall outside existing playbooks, applying critical judgment and creative problem‑solving.
• Navigate ambiguous situations by synthesizing data from internal systems and delivering clear, professional, and compassionate responses.
• Prioritize and triage tickets across multiple products, partners, and customer segments based on business impact and urgency.
• Identify recurring patterns in customer inquiries, flag gaps in our processes, and collaborate with cross‑functional teams to implement faster, more consistent solutions.
• Escalate and coordinate with specialized partners within brighthush when a case requires additional expertise, ensuring a smooth hand‑off and timely resolution.
• Document every interaction accurately in our CRM and knowledge‑base systems, maintaining a comprehensive audit trail.
• Maintain HIPAA compliance and uphold the highest standards of privacy and security when handling sensitive health information.
• Participate in quality investigations and complaint resolution, contributing to continuous improvement initiatives.
• Leverage emerging AI tools to enhance problem‑solving, streamline workflows, and drive everyday efficiency.

Essential Qualifications

• Minimum of 4 years of experience in customer support, quality assurance, or a related role where accuracy and follow‑through were critical.
• Bachelor’s degree (or equivalent experience) in a relevant field—science, technology, or a rigorous information‑heavy discipline.
• Comfortable working in a regulated environment, handling health and personal data with meticulous care.
• Strong independent critical thinking skills—able to understand the root cause of issues rather than simply closing tickets.
• Exceptional interpersonal skills, with the ability to remain calm, clear, and human in high‑stakes conversations.
• Fast learning ability—quickly mastering new products, tools, and systems.
• Excellent multitasking skills, managing multiple priorities without compromising quality.
• Team‑first mindset—sharing best practices and driving collective efficiency.
• Resourceful curiosity—piecing together details across tools and contexts to solve complex problems.
• AI fluency and adaptability—eager to collaborate with AI‑driven tools to enhance problem‑solving and workflow efficiency.

Preferred Qualifications

• Background in genomics, diagnostics, or a patient‑facing healthcare setting.
• Degree in biology, genetics, or a related science.
• Bilingual proficiency in English and Spanish (written and verbal).
• Experience with HIPAA‑compliant systems and data security protocols.
• Previous exposure to the genomics or life‑science industry.

Skills & Competencies for Success

• Communication Excellence – articulate complex information in a clear, empathetic manner across phone, email, and chat.
• Analytical Thinking – dissect ambiguous scenarios, synthesize data, and propose actionable solutions.
• Process Improvement – identify inefficiencies, recommend enhancements, and champion best practices.
• Technical Proficiency – comfortable navigating multiple software platforms, including CRM, knowledge‑base, and data‑analysis tools.
• Adaptability – thrive in a fast‑paced, evolving environment where priorities shift quickly.
• Collaboration – work effectively with cross‑functional teams, including product, engineering, compliance, and marketing.
• Customer‑Centric Mindset – put the customer at the center of every decision and interaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Specialist, you’ll have the chance to:

• Progress to senior support roles, such as Lead Customer Experience Specialist or Customer Success Manager.
• Transition into product‑based positions, leveraging your deep customer insights to shape feature development.
• Explore opportunities in compliance, data privacy, or quality assurance, building on your regulatory experience.
• Participate in brighthush U, our internal learning platform that offers courses on genomics, customer experience, AI tools, and leadership skills.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in genomics and healthcare technology.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is built on:

• Inclusivity & Diversity – we celebrate diverse perspectives and are committed to creating an environment where everyone feels valued.
• Transparency & Trust – open communication, honest feedback, and a shared commitment to our mission.
• Continuous Learning – we provide access to cutting‑edge resources, mentorship programs, and professional development budgets.
• Work‑Life Balance – flexible scheduling, generous paid time off, and a focus on mental health and well‑being.
• Impact‑Driven Projects – every team member’s work directly contributes to improving patient outcomes and advancing genomic science.

Compensation, Perks, and Benefits

While the hourly rate for this contract‑to‑hire role ranges from $24 to $31, we offer a comprehensive benefits package once you transition to a permanent position:

• Competitive salary and performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work hours.
• Wellness stipend and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and equity options.
• Regular team‑building events, virtual coffee chats, and community outreach initiatives.

What to Expect in Your First 90 Days

• Days 1‑30 – You’ll immerse yourself in brighthush’s culture, complete onboarding and training modules, and meet your teammates and key stakeholders. You’ll also gain a deep understanding of our products, customers, and the impact we create.
• Days 31‑60 – You’ll start contributing to real projects, mastering our support processes, and building relationships across the organization. You’ll also begin to identify opportunities for process improvement.
• Days 61‑90 – You’ll set your own OKRs with your manager, take ownership of initiatives, and demonstrate measurable impact on customer satisfaction and operational efficiency.

How to Apply

Ready to make a real‑world impact with your skills? Join brighthush and help shape the future of personalized healthcare. Submit your application through our careers portal, and let’s explore how your expertise can drive our mission forward.

We’re proud to be an equal‑opportunity employer. brighthush is committed to providing employment opportunities regardless of race, color, religion, gender, sexual orientation, age, disability, or any other protected classification, in accordance with applicable federal, state, and local laws.

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