Senior Customer Experience Specialist – Global Remote Support & Workforce Engagement Champion for Healthcare Staffing, Driving Caregiver Satisfaction, Operational Excellence, Continuous Improvement, and Data‑Driven Insights at brighthush
About brighthush
brighthush is more than a technology company – it is a movement that redefines how healthcare professionals connect with the places they need to work. Founded in 2016 by a small group of innovators, we have grown into a global network of over 1,000 dedicated individuals, all united by a single purpose: to empower the workforce that keeps communities healthy. Our flagship app‑based marketplace is the leading platform for Long‑Term Care staffing, and we are rapidly expanding into Home Health, Hospitals, and a growing array of care sectors. With more than 400,000 professionals already on board, brighthush is committed to scaling our impact, ensuring financial stability for workers, and delivering essential care to millions of patients across the United States.
Why brighthush is the Place to Grow
At brighthush, we believe that exceptional customer experience is the cornerstone of a thriving platform. Our culture is built on unreasonably fast execution, ownership, and uncomfortably high standards. We value proactive problem‑solvers who can think critically, communicate clearly, and remain composed under pressure. Many of our leaders began their careers in the very role you will be stepping into, and we are dedicated to nurturing talent from within. If you are ready to move beyond traditional customer support and shape the future of healthcare workforce solutions, brighthush is the place for you.
Role Overview
As a Senior Customer Experience Specialist at brighthush, you will be the frontline advocate for our workforce community. You will handle real‑time inquiries across chat, voice, and email, resolving issues related to shifts, payments, onboarding, and platform usage. Your work will directly influence the satisfaction and productivity of hundreds of thousands of healthcare professionals, ensuring they can focus on what matters most—providing care.
Key Responsibilities
- Deliver fast, accurate, and empathetic support across chat, voice, and email channels.
- Resolve shift scheduling, payment, onboarding, and platform‑related issues in real time, ensuring minimal disruption to workers.
- Investigate cases using tools such as the brighthush platform and internal ticketing systems, maintaining clear, concise, and up‑to‑date documentation.
- Apply sound judgment to troubleshoot independently, escalating only when necessary.
- Personalize communication while maintaining a confident, professional, and helpful tone.
- Identify recurring issues, workflow gaps, and operational pain points, collaborating with cross‑functional teams to propose and implement improvements.
- Guide new professionals through onboarding, helping them quickly build confidence and proficiency on the platform.
- Uphold brighthush values—unreasonably fast execution, ownership, and high standards—in every interaction.
- Participate in continuous improvement initiatives, providing feedback on product features, process changes, and customer journey enhancements.
- Act as a mentor to junior team members, sharing best practices and fostering a culture of learning.
Essential Qualifications
- Fluent, professional‑level English communication skills, both written and verbal.
- Strong customer service instincts with the ability to communicate clearly, empathetically, and professionally.
- Comfortable learning new tools, systems, and workflows quickly.
- Thrives in fast‑paced, high‑ownership environments where priorities shift rapidly.
- Proactive problem‑solver who takes initiative without waiting for direction.
- Strong attention to detail and ability to stay composed under pressure.
- Collaborative teammate who communicates clearly and contributes positively to team performance.
- Comfortable working across chat, voice, and email channels.
- Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk, or similar).
Preferred Qualifications
- Experience in a customer support role within the healthcare or staffing industry.
- Familiarity with the brighthush platform, CRM, and ticketing systems.
- Background in troubleshooting technical or platform‑related issues.
- Experience in a remote‑first organization with flexible scheduling.
- Knowledge of healthcare workforce regulations and compliance standards.
- Experience with data analysis tools (Excel, SQL, or BI platforms) to identify trends and root causes.
Core Skills & Competencies
- Communication: Clear, concise, and empathetic messaging across multiple channels.
- Problem Solving: Analytical thinking to diagnose issues and devise effective solutions.
- Time Management: Ability to juggle multiple inquiries while maintaining quality.
- Adaptability: Quick to adjust to new processes, tools, and shifting priorities.
- Collaboration: Works seamlessly with cross‑functional teams—product, engineering, and operations.
- Customer‑Centric Mindset: Passion for delivering exceptional experiences to our workforce.
- Data‑Driven Decision Making: Uses metrics and analytics to inform actions and improvements.
- Leadership Potential: Demonstrates ownership and the ability to influence others.
Career Growth & Learning Pathways
At brighthush, we invest heavily in the professional development of our team. As a Senior Customer Experience Specialist, you will:
- Gain deep operational knowledge of our platform and the healthcare staffing ecosystem.
- Participate in ongoing training programs, including advanced customer support techniques, product workshops, and industry certifications.
- Have clear pathways to senior support roles, team lead positions, or cross‑functional roles in product, operations, or business development.
- Benefit from mentorship programs that pair you with senior leaders who started in similar roles.
- Contribute to process improvement initiatives that shape the future of our support operations.
- Attend industry conferences, webinars, and networking events to stay ahead of trends.
- Earn professional development stipends for courses, certifications, or conferences of your choice.
Work Environment & Culture
brighthush is a fully remote, global team that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Remote‑First Philosophy: Work from anywhere in the world—no office constraints.
- Flexible Scheduling: 5 days within a 7‑day cycle, with coverage for Saturday and Sunday to support our 24/7 operations.
- Inclusive Community: Diverse team members from all backgrounds, united by a shared commitment to community uplift.
- Continuous Feedback: Regular check‑ins, performance reviews, and open channels for ideas.
- Health & Wellness: Comprehensive health benefits, mental health resources, and wellness stipends.
- Learning & Development: Access to online courses, conferences, and internal knowledge bases.
- Recognition & Celebration: Monthly shout‑outs, peer recognition programs, and company‑wide celebrations.
Compensation & Benefits
We offer a competitive salary range of $10,800 to $40,000 annually, commensurate with experience and performance. In addition to base pay, you will receive:
- Health, dental, and vision insurance (including coverage for dependents).
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and reimbursement for certifications.
- Monthly wellness stipend and access to virtual fitness classes.
- Employee referral bonuses and recognition programs.
- Flexible work hours and the ability to work from any location.
- Access to a company Slack community for collaboration and social connection.
Hiring Journey
Our streamlined hiring process is designed to assess both your technical skills and cultural fit:
- Application Review & Skills Assessment: Submit your resume and complete a brief assessment to demonstrate your customer support aptitude.
- Case Study: Analyze a real‑world support scenario and propose a solution.
- First Round Interview: Role‑play and case discussion with a member of the support team.
- Interview with Head of Worker Support: Final conversation to align on expectations, growth opportunities, and your fit with brighthush values.
Security & Safety
brighthush operates 24/7. Team members work 5 days within a 7‑day schedule, including Saturday and Sunday availability. Shifts are assigned based on business needs. Please be aware that legitimate hiring communications will never ask for money or bank details. If you encounter any suspicious activity, report it immediately through our official channels.
Join Us Today
If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to help shape the future of healthcare workforce solutions, we encourage you to apply. Join brighthush and become part of a mission‑driven team that uplifts communities, empowers workers, and transforms the way care is delivered across the nation.
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