Senior Customer Success Champion – Remote Health Equity Advocate & Digital Care Specialist – Driving Global Wellness Innovation, Member Success, and Equity Leadership at brighthush

Welcome to brighthush – Where Health Equity Meets Digital Innovation

At brighthush, we’re not just building a health‑tech platform; we’re crafting a movement that empowers every individual to take control of their health journey. By fusing cutting‑edge data analytics, AI‑driven insights, and user‑friendly digital tools, we connect people with the right care, resources, and support at the exact moment they need it. Our mission is simple yet profound: to help people feel their best by connecting them with the right care, resources, and support at the right time. If you’re passionate about health equity, thrive in a fast‑paced remote environment, and want to make a tangible impact on millions of lives, brighthush is the place for you.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that great work starts with a great environment. Here’s why our team loves working with us:

• National Remote Flexibility: Work from anywhere in the U.S. with a reliable high‑speed internet connection and a dedicated workspace.
• Meaningful Impact: Every interaction you have directly improves health outcomes and advances equity for underserved communities.
• Growth & Development: 4 weeks of immersive on‑the‑job training, continuous learning opportunities, and clear pathways to higher roles.
• Inclusive Culture: A workplace that values every individual’s background, perspective, and contribution.
• Competitive Compensation & Benefits: Transparent pay structure, comprehensive benefits, equity options, and a 401(k) match.

Role Overview

As a Senior Customer Success Champion, you will be the frontline advocate for our members, ensuring they receive timely, accurate, and compassionate support. You will blend deep product knowledge with a genuine passion for health equity, guiding members through complex processes while fostering a sense of trust and confidence in our digital ecosystem. This role is pivotal in translating brighthush’s mission into everyday interactions, turning data insights into real‑world health improvements.

Key Responsibilities

• Handle 50–70 inbound calls daily, delivering a consistently high‑quality experience that reflects brighthush’s commitment to member care.
• Serve as a subject‑matter expert, providing guidance to teammates on complex issues and escalating when necessary.
• Resolve escalated calls with a “one‑and‑done” approach, ensuring customer satisfaction and compliance with regulatory standards.
• Identify the nature of each call—benefits, billing, authorizations, or EOBs—and direct customers to the appropriate solution or resource.
• Employ active listening and probing questions to uncover root causes, document all interactions accurately in our CRM, and maintain a clear audit trail.
• Guide members through the entire journey of digital care, from initial enrollment to post‑care follow‑up, ensuring a seamless experience.
• Collaborate with cross‑functional teams (Product, Engineering, Compliance, and Marketing) to relay member feedback and drive continuous improvement.
• Participate in regular training sessions, knowledge‑sharing workshops, and industry conferences to stay ahead of emerging trends in health equity and digital health.
• Analyze call metrics, identify patterns, and propose actionable insights to enhance service delivery and member satisfaction.
• Champion diversity, equity, and inclusion initiatives by actively promoting inclusive communication practices and culturally competent care.
• Mentor and coach junior team members, fostering a culture of continuous learning and professional growth.
• Contribute to the development of knowledge bases, FAQs, and training materials that empower both customers and colleagues.
• Represent brighthush at community events, webinars, and partner meetings to advocate for equitable access to digital health solutions.

Essential Qualifications

• Minimum of 5 years of experience in customer success, client support, or a related field within the health‑tech or healthcare industry.
• Proven track record of managing high‑volume, complex support interactions with a focus on quality and compliance.
• Strong understanding of health insurance terminology, benefits administration, and regulatory frameworks (e.g., HIPAA, ACA).
• Exceptional communication skills—both verbal and written—paired with a genuine empathy for diverse member populations.
• Advanced proficiency in CRM systems (e.g., Salesforce, Zendesk) and data analytics tools (e.g., Tableau, Power BI).
• Demonstrated ability to work independently in a remote setting, managing time, priorities, and self‑motivation effectively.
• Experience with coaching or mentoring junior team members, fostering a culture of continuous learning.
• Strong problem‑solving skills, with a knack for turning complex challenges into actionable solutions.
• High level of digital literacy and comfort navigating multiple software platforms.
• Commitment to maintaining confidentiality and adhering to all privacy regulations.

Preferred Qualifications

• Background in public health, social work, or a related discipline that underscores a commitment to health equity.
• Experience with AI‑driven analytics or predictive modeling in a customer‑facing role.
• Knowledge of telehealth platforms and digital care workflows.
• Multilingual abilities, especially in Spanish, Mandarin, or other high‑demand languages.
• Previous experience in a startup or high‑growth environment, demonstrating adaptability and resilience.
• Certifications in customer experience, health informatics, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: A relentless focus on delivering value and exceeding member expectations.
• Data‑Driven Decision Making: Ability to interpret metrics, identify trends, and recommend improvements.
• Collaboration & Influence: Skilled at building relationships across departments and influencing change.
• Adaptability: Comfortable navigating ambiguity and evolving processes in a fast‑paced environment.
• Technical Proficiency: Comfortable with multiple software platforms and quick to learn new tools.
• Leadership & Mentorship: Passion for coaching others and fostering a supportive team culture.
• Ethical Judgment: Strong sense of integrity, especially when handling sensitive health information.
• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Time Management: Ability to juggle multiple priorities while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the industry we serve. As a Senior Customer Success Champion, you’ll have access to:

• Structured career ladders that move from Senior Champion to Team Lead, Manager, and Director of Customer Success.
• Mentorship programs pairing you with senior leaders across the organization.
• Annual learning stipend for courses, certifications, or conferences related to health equity, digital health, or customer experience.
• Opportunities to lead cross‑functional projects that shape product strategy and member experience.
• Internal mobility options, allowing you to explore roles in Product, Data Science, or Compliance.
• Access to a curated library of industry research, whitepapers, and best‑practice guides.
• Recognition programs that celebrate innovation, impact, and leadership.

Work Environment & Culture

brighthush thrives on a culture that values authenticity, curiosity, and collaboration. Our remote‑first model means you’ll enjoy:

• Flexible work hours that respect your personal commitments.
• Regular virtual town halls and team‑building events to keep the community vibrant.
• Access to a digital wellness platform that promotes mental and physical health.
• A transparent feedback loop where your ideas are heard and acted upon.
• Commitment to social impact, with volunteer opportunities and community partnership programs.
• Inclusive policies that support diverse backgrounds, identities, and life stages.
• Collaborative tools and practices that foster seamless communication across time zones.

Compensation & Benefits

While specific numbers vary by role and experience, brighthush offers a competitive package that includes:

• Base salary that reflects market standards for senior customer success roles.
• Performance‑based bonuses tied to member satisfaction metrics and team goals.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to support your future financial goals.
• Paid time off, sick leave, and parental leave policies that prioritize work‑life balance.
• Wellness stipend covering gym memberships, meditation apps, or other health‑related expenses.
• Professional development stipend for certifications, conferences, and continuing education.
• Flexible remote work stipend to cover home office setup and internet costs.

How to Apply

Ready to make a difference in the lives of millions while advancing your career? Click the link below to submit your application and join the brighthush family.

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Closing Statement

At brighthush, we don’t just build products; we build a healthier, more equitable future. As a Senior Customer Success Champion, you’ll be at the heart of that mission, turning data insights into real‑world impact and ensuring every member feels heard, supported, and empowered. If you’re passionate about health equity, thrive in a fast‑paced remote environment, and want to grow alongside a team that values innovation and inclusion, we invite you to apply today. Together, we can redefine what it means to care for people worldwide.