Senior Customer Health Supervisor – Tier 1 & Tier 2 Support Leadership in SaaS Clinical Research Solutions

About brighthush

brighthush is a trailblazing SaaS company that is redefining the clinical research landscape. With a mission to accelerate medical breakthroughs, we deliver cloud‑based solutions that streamline clinical trial operations, reduce costs, and enhance data integrity. Our platform powers investigators, sponsors, and CROs worldwide, enabling them to focus on what matters most: advancing patient care.

Founded in San Antonio, TX, brighthush operates as a fully remote, telecommuting organization. We value flexibility, collaboration, and a culture that empowers every team member to innovate and grow. Whether you’re a seasoned professional or an emerging leader, you’ll find a supportive environment where your ideas are heard and your impact is measurable.

Why This Role Matters

As the Senior Customer Health Supervisor, you will be the linchpin that keeps our customer experience at the highest level. You’ll bridge the gap between Tier 1 support and Tier 2 product health, ensuring that every case is handled with precision, empathy, and a sense of ownership. Your leadership will directly influence customer satisfaction, operational efficiency, and the overall success of our platform.

Key Responsibilities

• Operational Leadership: Oversee daily operations across Tier 1 Customer Support and Tier 2 Product Health, ensuring optimal coverage, workload distribution, and prioritization.
• Performance Monitoring: Track case queues, SLA metrics, follow‑up compliance, aging cases, and backlog health. Take proactive action when cases approach risk thresholds.
• Daily Reviews: Lead daily case and workload reviews to surface priorities, blockers, and high‑impact cases requiring escalation.
• Coaching & Development: Provide day‑to‑day coaching, feedback, and guidance to team members, reinforcing quality, accountability, and consistent execution.
• Quality Assurance: Monitor case quality and ensure all customer communications are timely, accurate, meaningful, and aligned with established standards.
• Process Enforcement: Ensure adherence to processes, workflows, escalation procedures, and documentation standards across both tiers.
• Escalation Management: Identify cases that require escalation, triage them appropriately, and hand them off to the Customer Escalation Team for follow‑through.
• Cross‑Tier Collaboration: Facilitate seamless information flow between customer support and product investigation teams, ensuring context and continuity.
• Trend Analysis: Detect recurring operational issues, training gaps, or workflow bottlenecks and elevate these trends to the Customer Health Manager.
• Onboarding & Training: Support the onboarding, training, and continuous development of Customer Health team members.
• Risk Visibility: Provide the Customer Health Manager with real‑time visibility into operational risks, performance gaps, workload concerns, and emerging customer issues.

Essential Qualifications

• 3+ years of experience in customer support, customer operations, technical support, or a similar customer‑facing environment.
• Demonstrated experience leading or supervising a team on a day‑to‑day basis.
• Background in the clinical research industry, with a solid understanding of trial workflows and customer needs.
• Experience supporting SaaS or cloud‑based software solutions in a customer‑facing role.
• Proven ability to deliver a white‑glove customer experience, emphasizing personalized communication, ownership, and follow‑through.
• Hands‑on experience managing case or ticket queues, workload distribution, SLA performance, backlog health, and aging cases.
• Strong coaching skills, with a track record of improving team consistency and execution.
• Excellent written and verbal communication skills, capable of engaging both customers and internal stakeholders professionally.
• Exceptional organizational and prioritization abilities, managing multiple high‑priority tasks simultaneously.
• Commitment to customer advocacy, accountability, attention to detail, and operational excellence.
• Proficiency with customer support and work‑management platforms such as Salesforce, Zendesk, and Jira.
• Intermediate proficiency with Microsoft Office and Microsoft 365 applications.

Preferred Experience & Skills

• Background in clinical research technology, eClinical software, or healthcare technology solutions.
• Working knowledge of clinical research workflows and systems (CTMS, eRegulatory, eSource, eConsent, etc.).
• Prior experience in a team lead, supervisor, or frontline leadership role within a customer‑facing or technical organization.
• Experience with case quality reviews, quality assurance, or customer communication audits.
• Track record of monitoring and improving operational metrics (SLA attainment, response times, case aging, backlog health, CSAT).
• Experience managing customer escalations, recognizing escalation risk, gathering information, and coordinating handoffs.
• Familiarity with AI, automation, or other technologies that enhance customer service and operational efficiency.
• Strong analytical mindset, capable of identifying trends, root causes, and actionable improvements.

What You’ll Gain

• Career Growth: As a senior supervisor, you’ll be positioned for future leadership roles such as Customer Health Manager or Director of Customer Success.
• Learning & Development: Access to ongoing training programs, industry conferences, and certifications in clinical research and SaaS operations.
• Impact: Directly influence customer satisfaction scores, reduce churn, and shape the future of our support processes.
• Remote Flexibility: Work from anywhere with a flexible schedule that supports work‑life balance.
• Collaborative Culture: Join a diverse, inclusive team that values transparency, continuous improvement, and mutual respect.

Work Environment & Culture at brighthush

At brighthush, we believe that a healthy work environment fuels innovation. Our culture is built on:

• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Inclusivity: A commitment to diversity, equity, and belonging, ensuring every voice is heard.
• Continuous Learning: Quarterly skill‑building workshops, mentorship programs, and a generous learning stipend.
• Well‑being: Unlimited paid time off, mental health resources, and a focus on holistic employee wellness.

Compensation & Benefits

While the exact salary will be determined based on experience and interview performance, brighthush offers a competitive package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance.
• Long‑term disability and life insurance.
• 401(k) plan with company match (100% of the first 3% and 50% of the next 2%).
• Unlimited paid time off and 10 paid holidays.
• Paid parental leave.
• Monthly $100 connectivity stipend reimbursement.
• Work anniversary bonus and Employee of the Quarter recognition.
• Access to a robust employee wellness program and mental health resources.

How to Apply

Ready to lead a high‑impact customer health team at brighthush? Submit your application through our career portal, ensuring you include your desired salary range. All successful candidates will undergo reference and background checks.

We are an equal opportunity employer. brighthush values diversity and is committed to creating an inclusive environment for all employees.

Thank you for considering a career with brighthush. We look forward to exploring how your expertise can help us continue to set the standard in clinical research technology.