Senior Customer Operations Specialist – End‑to‑End Onboarding, Implementation & Support Lead for Healthcare FinTech at brighthush – Driving Seamless Customer Journeys & Revenue Optimization

About brighthush

brighthush is not just a fintech startup; it’s a movement reshaping the financial backbone of healthcare. By marrying artificial intelligence, embedded banking, and deep revenue‑cycle expertise, we deliver a unified operating system that lets clinicians focus on patient care while we handle the complex, time‑consuming tasks of billing, payment reconciliation, and financial visibility. Our mission is simple yet ambitious: eliminate the administrative burden that drains clinicians and administrators alike, so that every healthcare practice can thrive.

Why brighthush?

At brighthush, you’ll experience a culture that blends startup agility with a clear focus on impact. Here’s what makes us stand out:

• High‑Impact Work – Your contributions directly influence the financial health of healthcare providers across the country.
• Cross‑Functional Collaboration – Work hand‑in‑hand with engineering, product, sales, and finance to solve real problems for real people.
• Rapid Growth & Visibility – Every initiative is visible, every success is celebrated, and your voice matters.
• Continuous Learning – We invest in your professional development through courses, certifications, and industry conferences.
• Remote‑First Flexibility – Enjoy flexible hours, unlimited PTO, and a culture that values work‑life balance.

Role Overview

We’re looking for a highly organized, detail‑oriented, and action‑driven Senior Customer Operations Specialist to become the backbone of our customer experience. In this hands‑on role, you will own the entire lifecycle of customer onboarding, implementation, and day‑to‑day support. Your ability to juggle multiple conversations, prioritize effectively, and close the loop on every request will be critical to our success.

Key Responsibilities

• Customer Onboarding & Implementation – Guide new clients through a smooth, end‑to‑end onboarding process, ensuring they are set up for success from day one. This includes creating customized onboarding plans, coordinating data migration, and conducting training sessions.
• Support & Communication – Serve as the primary point of contact for all customer inquiries, responding promptly via email, Slack, or phone with clear, actionable solutions. Maintain a high first‑response time and keep customers informed throughout the resolution process.
• Issue Resolution – Investigate, troubleshoot, and resolve customer issues, coordinating with engineering, product, and finance teams when necessary. Escalate complex problems and follow up until closure.
• Process Improvement – Identify recurring pain points, propose enhancements, and help build repeatable systems that scale with our growing customer base. Document best practices and update internal knowledge bases.
• Project Management – Track outstanding questions, action items, and commitments, ensuring nothing falls through the cracks. Use project management tools to keep stakeholders aligned and deadlines met.
• Data & Reporting – Maintain accurate records of customer interactions, usage metrics, and support tickets to inform product decisions and improve service quality. Generate regular reports for leadership and use data to identify trends.

Essential Qualifications

• 2–5+ years of experience in customer onboarding, implementation, support, or operations within a B2B SaaS, fintech, or healthcare technology environment.
• Proven ability to manage multiple customers, projects, or workstreams simultaneously while maintaining high quality.
• Exceptional written and verbal communication skills, with a knack for explaining complex concepts in simple, friendly language.
• Strong proficiency with customer support tools (e.g., Zendesk, Intercom), CRMs (e.g., Salesforce, HubSpot), spreadsheets, and project management systems (e.g., Asana, Trello).
• Rapid learner who can quickly master new software products, workflows, and industry terminology.
• Experience in a fast‑growing startup setting, where ambiguity is common and adaptability is essential.
• Familiarity with healthcare billing, revenue cycle management, or financial operations is a plus but not required.

Preferred Skills & Competencies

• Bias toward action – You’re a doer who takes initiative and drives tasks to completion without waiting for direction.
• Exceptional organizational skills – You can manage dozens of concurrent conversations and action items while keeping track of every detail.
• Strong analytical mindset – You can identify patterns in support tickets and translate insights into process improvements.
• Customer‑centric mindset – You genuinely care about customer success and understand that timely, reliable communication builds trust.
• Comfort with ambiguity – You thrive in a dynamic environment where processes evolve and you must adapt quickly.
• AI‑savvy – You already use tools like Claude, ChatGPT, or similar to enhance productivity, or you’re eager to explore them.

What Success Looks Like at brighthush

• Customers receive timely, thoughtful responses that keep them informed and confident in our platform.
• All open tickets are tracked, prioritized, and resolved with minimal delay, ensuring a smooth customer journey.
• Onboarding timelines are met or exceeded, with proactive communication that eliminates uncertainty.
• Customers trust you as a reliable partner who consistently delivers on promises.
• You drive continuous improvement by identifying bottlenecks, streamlining workflows, and building scalable systems.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As you master the customer operations domain, you’ll have opportunities to:

• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor new hires and help build a high‑performing customer success team.
• Transition into roles such as Customer Success Manager, Product Manager, or Operations Lead.
• Participate in industry conferences, webinars, and training programs to stay ahead of emerging trends.
• Contribute to thought leadership pieces, case studies, and internal knowledge bases.

Work Environment & Culture

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

• Speed & Agility – We move fast, iterate quickly, and celebrate wins—big or small.
• Open Communication – Regular all‑hands meetings, transparent OKRs, and an open‑door policy keep everyone aligned.
• Continuous Learning – We provide access to courses, certifications, and a generous learning stipend.
• Work‑Life Balance – Flexible hours, unlimited PTO, and a focus on mental well‑being help you thrive.
• Diversity & Inclusion – We actively foster an environment where diverse perspectives are heard and valued.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for mid‑level customer operations roles.
• Performance‑based bonuses tied to customer satisfaction, retention, and process improvement metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to support your future financial goals.
• Unlimited paid time off and flexible work arrangements to maintain a healthy work‑life balance.
• Professional development budget and access to industry conferences, workshops, and training.

How to Apply

If you’re ready to take ownership of customer journeys, drive operational excellence, and help shape the future of healthcare finance, we’d love to hear from you. Please submit your resume, a brief cover letter outlining why you’re a great fit for brighthush, and any relevant portfolio or case studies that showcase your impact in previous roles.

Join brighthush and be part of a mission‑driven team that is transforming the way healthcare practices manage their finances. Your work will directly influence the efficiency and success of providers across the country.

Apply today and help us build the next generation of financial operating systems for healthcare.