Senior Customer Health Supervisor – Championing White‑Glove Support & Product Excellence in SaaS Clinical Research Solutions

About brighthush

brighthush is a global, fast‑growing SaaS technology company that delivers cutting‑edge software solutions to the clinical research industry. Our mission is to transform the way clinical trials are designed, executed, and monitored by providing cloud‑based tools that simplify complex workflows, enhance collaboration, and drive cost‑efficiency. While our headquarters are located in San Antonio, TX, we operate as a fully remote, telecommuting organization, empowering our teams to work from anywhere while staying connected through a culture of trust, transparency, and continuous learning.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking organization that sets the industry standard for customer experience and product excellence. We celebrate diversity, champion innovation, and invest heavily in the professional growth of our people. As a Senior Customer Health Supervisor, you’ll have the opportunity to shape the future of our support operations, mentor high‑performing teams, and directly influence the satisfaction of our global customer base.

Key Responsibilities

• Operational Leadership: Oversee day‑to‑day operations across Tier 1 Customer Support and Tier 2 Product Health, ensuring optimal coverage, balanced workload distribution, and adherence to service level agreements (SLAs).
• Case Management & Escalation: Monitor case queues, aging, backlog health, and follow‑up compliance. Identify at‑risk cases, triage escalations, and coordinate hand‑offs to the Customer Escalation Team.
• Performance Review: Lead daily case and workload reviews to surface blockers, prioritize high‑impact issues, and recommend process improvements.
• Coaching & Development: Provide real‑time coaching, feedback, and guidance to team members, reinforcing quality, accountability, and consistent execution of established processes.
• Quality Assurance: Ensure all customer communications are timely, accurate, and aligned with white‑glove standards. Conduct case quality reviews and audit customer interactions for continuous improvement.
• Process & Workflow Optimization: Identify recurring operational issues, training gaps, or workflow bottlenecks. Escalate trends to the Customer Health Manager and collaborate on corrective action plans.
• Cross‑Functional Collaboration: Facilitate seamless information flow between Tier 1 support and Tier 2 product investigation teams, ensuring context and continuity for every customer case.
• Onboarding & Training: Lead onboarding sessions for new hires, develop training materials, and support ongoing skill development for the Customer Health team.
• Risk & Performance Reporting: Provide the Customer Health Manager with visibility into operational risks, performance gaps, workload concerns, and emerging customer issues.

Essential Qualifications

• Minimum 3 years of experience in customer support, operations, or technical support, with proven leadership or supervisory responsibilities.
• Hands‑on experience in the clinical research industry, including familiarity with trial workflows, CTMS, eRegulatory, eSource, and eConsent systems.
• Proficiency in managing SaaS or cloud‑based software solutions in a customer‑facing environment.
• Demonstrated ability to deliver a white‑glove customer experience, emphasizing personalized communication, ownership, and follow‑through.
• Strong track record in overseeing case queues, SLA performance, backlog health, and aging metrics.
• Excellent coaching, feedback, and mentorship skills that drive consistency and high performance.
• Proficient in recognizing customer risk, escalation triggers, and triaging issues to the appropriate resources.
• Exceptional written and verbal communication skills, capable of engaging both customers and internal stakeholders.
• Advanced organizational and prioritization abilities, adept at juggling multiple high‑priority tasks.
• Commitment to customer advocacy, accountability, and operational excellence.
• Experience with customer support and work‑management platforms such as Salesforce, Zendesk, and Jira.
• Intermediate proficiency with Microsoft Office and Microsoft 365 applications.

Preferred Qualifications & Skills

• Experience supporting clinical research technology or eClinical software solutions.
• Knowledge of clinical trial workflows and systems (CTMS, eRegulatory, eSource, eConsent).
• Prior leadership role in a customer‑facing or technical organization.
• Experience conducting case quality reviews, QA audits, or customer communication audits.
• Track record of monitoring and improving operational metrics such as SLA attainment, response times, case aging, backlog health, and CSAT.
• Familiarity with AI, automation, or other technologies that enhance customer service and operational efficiency.
• Strong analytical mindset with the ability to identify trends, root causes, and actionable insights.
• Experience managing cross‑tier collaboration between support and product teams.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) is a plus.

What You’ll Gain

• Career Growth: brighthush offers a clear career ladder for supervisory roles, with opportunities to advance into Director or VP positions in Customer Success or Product Operations.
• Learning & Development: Access to a robust learning platform, mentorship programs, and paid certifications in SaaS, customer experience, and clinical research.
• Remote Flexibility: Work from anywhere with a fully supported remote environment, including a monthly connectivity stipend.
• Inclusive Culture: A diverse, collaborative workplace that values every voice and encourages innovation.
• Recognition & Rewards: Employee of the Quarter program, performance bonuses, and a culture of celebrating achievements.

Compensation & Benefits

Competitive Salary: Commensurate with experience and industry standards, determined during the interview process. Health & Insurance: Comprehensive medical, dental, and vision plans, along with long‑term disability and life insurance. Retirement: 401(k) plan with brighthush matching 100% of the first 3% of contributions and 50% of the next 2%. Paid Time Off: Unlimited PTO, 10 paid holidays, paid parental leave, and a generous work anniversary bonus. Stipends & Perks: Monthly $100 connectivity stipend reimbursement, employee wellness programs, and access to a global network of peers. Professional Growth: Continuous learning budget, conference sponsorships, and internal knowledge sharing sessions.

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer that celebrates diversity in all its forms. We are committed to creating an inclusive environment where every employee feels valued, respected, and empowered to contribute their best work. All hiring decisions are based on merit, and we actively seek to broaden our talent pool across backgrounds, experiences, and perspectives.

Ready to Make an Impact?

If you are a proactive, customer‑centric leader who thrives in a fast‑paced, remote environment and is passionate about elevating the clinical research experience, we want to hear from you. Join brighthush and help us redefine the future of clinical trials through exceptional support, innovative technology, and a culture that puts people first.