Senior Customer Service Operations Specialist – Technical Support & Contact Center Systems Expert for Remote Healthcare Innovation at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven healthcare organization that partners with health plans, providers, and patients to transform complex care into measurable outcomes. With a focus on data‑enabled solutions, brighthush empowers clinicians and patients alike to navigate the evolving landscape of chronic disease management, preventive care, and population health. Our mission is simple yet ambitious: to bring clarity, efficiency, and compassion to every interaction in the healthcare ecosystem. As we expand our digital footprint, we are looking for talented professionals who share our passion for innovation and patient‑centric service.

Why Join brighthush?

At brighthush, you will be part of a high‑impact team that directly influences the quality of care delivered to millions of patients. We champion a culture of continuous learning, collaboration, and empowerment. Whether you are a seasoned support specialist or a rising star in technical operations, you will find opportunities to grow, innovate, and make a tangible difference. Our remote-first model gives you the flexibility to work from Pune, the Philippines, or anywhere you choose, while still being part of a vibrant, global community.

Key Responsibilities

• Technical Support Excellence: Deliver first‑line, high‑quality technical assistance to internal and external stakeholders, ensuring minimal downtime and maximum user satisfaction.
• Application Lifecycle Management: Oversee the deployment, configuration, and maintenance of contact center and customer service applications, including NICE inContact, CRM platforms, and Microsoft Office tools.
• Issue Diagnosis & Resolution: Apply analytical thinking to troubleshoot complex technical problems, escalating when necessary and documenting solutions for future reference.
• Process Improvement: Identify bottlenecks in support workflows, propose data‑driven enhancements, and collaborate with cross‑functional teams to implement best practices.
• Stakeholder Collaboration: Partner with product owners, developers, and business analysts to align support strategies with broader organizational goals.
• Training & Enablement: Create and deliver training materials for new hires and existing staff, ensuring consistent knowledge across the support organization.
• Compliance & Security: Adhere to all regulatory requirements, including background checks and identity verification, and maintain strict confidentiality of sensitive information.

Essential Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• 3–5 years of hands‑on technical application support experience, preferably in a contact center environment.
• 1–3 years of direct experience managing or supporting contact center systems such as NICE inContact or similar platforms.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and strong analytical skills.
• Excellent written and verbal communication skills in English.
• Ability to work U.S. business hours (Eastern Time Zone) with a flexible schedule to accommodate global teams.
• Strong problem‑solving mindset and a customer‑first attitude.
• Background check clearance and identity verification compliance.

Preferred Qualifications

• Experience with CRM systems (Salesforce, ServiceNow, or similar).
• Knowledge of healthcare IT standards (HL7, FHIR, HIPAA) and data privacy regulations.
• Certifications in ITIL, Microsoft Certified Solutions Associate (MCSA), or related credentials.
• Experience in a remote, distributed team environment.
• Multilingual capabilities, especially in regional languages of Pune or the Philippines.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of contact center technologies, operating systems, and network fundamentals.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and develop actionable solutions.
• Communication: Clear, concise, and empathetic communication with both technical and non‑technical audiences.
• Collaboration: Proven track record of working effectively across departments and geographies.
• Adaptability: Comfortable navigating rapid changes in technology, processes, and business priorities.
• Customer‑Centric Mindset: Commitment to delivering exceptional service and enhancing the end‑user experience.
• Project Management: Ability to manage multiple priorities, meet deadlines, and deliver high‑quality results.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Service Operations Specialist, you will have access to:

• Structured mentorship programs with senior leaders in technology and operations.
• Regular training workshops covering the latest contact center innovations, healthcare IT standards, and soft‑skill development.
• Cross‑functional projects that expose you to product development, data analytics, and strategic planning.
• Clear career pathways to roles such as Senior Support Engineer, Technical Program Manager, or Director of Customer Experience.
• Annual performance reviews that align your growth goals with organizational objectives.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and collaboration. You will:

• Work from the comfort of your home office in Pune, the Philippines, or any location that suits your lifestyle.
• Participate in weekly virtual stand‑ups, knowledge‑sharing sessions, and quarterly town‑halls.
• Enjoy a flexible work schedule that respects work‑life balance while meeting global client needs.
• Be part of a diverse, inclusive community that values different perspectives and encourages innovation.
• Receive regular recognition for your contributions through peer‑to‑peer shout‑outs and formal award programs.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for mid‑level technical support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work arrangements and a fully remote setup with necessary equipment and high‑speed internet stipends.
• Employee wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you are ready to bring your technical expertise, customer‑centric mindset, and passion for healthcare innovation to a dynamic, remote team, we encourage you to apply today. Join brighthush and help shape the future of patient care while advancing your career in a supportive, growth‑oriented environment.