Senior Customer Solutions Analyst – Customer Support & Experience Optimization

About brighthush

At brighthush, we are on a mission to transform the way people and animals experience health and wellness. Our innovative solutions span from cutting‑edge electronic health records to advanced analytics that help clinicians and caregivers deliver better outcomes. We believe that every interaction—whether it’s a phone call, an email, or a data‑driven insight—can be a catalyst for positive change. As a global leader in health technology, we empower our teams to think creatively, act with purpose, and collaborate across disciplines to create healthier futures for everyone.

Why Join brighthush?

brighthush is more than a workplace; it’s a community that values curiosity, resilience, and continuous learning. We invest heavily in our people, offering a comprehensive benefits package that supports physical, emotional, financial, and social well‑being. From flexible work arrangements and generous parental leave to mentorship programs and volunteer opportunities, we create an environment where you can thrive both professionally and personally.

Job Overview

As a Senior Customer Solutions Analyst, you will be the linchpin between our customers and the teams that build and maintain our platform. You will resolve complex inquiries, streamline support processes, and collaborate with product, operations, and development to elevate the overall customer experience. Your analytical mindset and passion for service excellence will help us turn data into actionable insights and ensure that every customer interaction is seamless, efficient, and impactful.

Key Responsibilities

• Customer Inquiry Resolution: Handle a high volume of customer inquiries, requests, and account‑related issues using approved procedures and knowledge resources. Provide timely, accurate, and empathetic responses that reflect the brand’s commitment to quality.
• Case Management & Documentation: Review customer requests and supporting documentation for completeness. Record case details, actions taken, and resolution outcomes in our designated systems to maintain audit‑ready, accurate records.
• Queue & Volume Monitoring: Continuously monitor assigned work queues, tickets, and transaction volumes. Execute production tasks on schedule to meet service level agreements (SLAs) and quality standards.
• Cross‑Functional Liaison: Coordinate follow‑up with internal teams and serve as the primary liaison between Operations and Development on system design, modifications, and troubleshooting. Escalate non‑standard issues through defined escalation paths.
• Strategic Collaboration: Partner with Product, Operations, and Development teams to align support activities with customer experience objectives and product roadmaps.
• Subject Matter Expertise: Act as a subject matter expert for Product and Customer Success on backend processes and brighthush Benefits eServices capabilities.
• Monitoring & Analytics: Develop and manage customer monitoring plans to establish baseline trends and action plans for variances. Identify recurring issues, documentation gaps, and process delays.
• Process Improvement: Recommend solutions and standard procedures that streamline the build process, reduce friction, and improve the customer experience.
• Knowledge Management: Maintain job aids, templates, and reference materials to support consistent service delivery across the organization.
• Project Execution: Complete client‑specific projects with consistent quality, value, and timeliness, ensuring alignment with strategic goals.
• Continuous Learning: Complete technical training and professional development courses to support continued growth within Customer & Quality Services.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Operations Management, Healthcare Management, Mathematics, or a related field, or equivalent experience.
• Minimum of 2 years of experience in customer support, customer operations, electronic health record (EHR) applications, or a related field.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow) and Microsoft Office Suite.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain high quality under pressure.

Preferred Qualifications

• Certification in Quality Management, Project Management, or Process Improvement (e.g., Six Sigma, PMP, Lean).
• Experience with data analytics tools such as Tableau, Power BI, or similar.
• Knowledge of healthcare regulations and compliance standards (HIPAA, GDPR).
• Previous experience in a SaaS or technology company’s customer success or support function.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Ability to diagnose root causes, develop solutions, and implement corrective actions.
• Collaboration: Comfortable working cross‑functionally with product, engineering, and operations teams.
• Adaptability: Thrives in a fast‑moving environment with evolving priorities and technologies.
• Attention to Detail: Ensures accuracy in documentation, data entry, and process adherence.
• Time Management: Prioritizes tasks effectively to meet SLAs and project deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is a shared responsibility. As a Senior Customer Solutions Analyst, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned leaders.
• Regular training sessions on new product features, industry trends, and advanced analytics techniques.
• Opportunities to lead cross‑functional projects, enhancing your leadership and project management skills.
• Clear career pathways into Customer Success Management, Product Management, or Operations Leadership roles.
• Access to an internal learning platform with courses on data science, UX design, and healthcare policy.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and impact. Our remote‑first model allows you to work from anywhere in the United States, with a strong emphasis on maintaining a healthy work‑life balance. We celebrate diversity through employee resource groups, cultural celebrations, and inclusive hiring practices. Our teams collaborate through agile ceremonies, virtual stand‑ups, and collaborative tools that keep everyone connected, no matter where they are located.

Compensation & Benefits

While specific salary ranges are determined by experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and paid parental leave.
• Retirement savings plan with company match.
• Employee wellness stipend covering gym memberships, mental health resources, and more.
• Professional development budget for conferences, certifications, and courses.
• Employee assistance program (EAP) for confidential counseling and support.
• Generous holiday schedule and remote work flexibility.

How to Apply

Ready to make a difference at the heart of health? Click the link below to submit your application and join the brighthush team. We look forward to learning how your expertise and passion can help us elevate the customer experience and drive innovation across the industry.

Apply to This Job

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We provide reasonable accommodations to qualified individuals with disabilities throughout the hiring process. If you require an accommodation, please contact [email protected] or call 888‑692‑2272.