Senior Customer Success Specialist – EVV & Assessment Services for Home Care & Facility Platforms – Remote Client Champion – Empowering Caregivers & Ensuring Compliance Excellence at brighthush

About brighthush

brighthush is a trailblazer in senior care technology, blending cutting‑edge software with a heart‑centered mission. With a legacy spanning more than 25 years, we have become the nation’s most trusted partner for electronic visit verification (EVV), facility management, and a broad spectrum of insurance and supplemental health programs. Our solutions empower frontline workers to focus on what matters most: caring for the people who need it most. We are committed to continuous innovation, data integrity, and regulatory excellence, and we do it all while fostering a culture of inclusion, creativity, and impact.

Why This Role Matters

As a Senior Customer Success Specialist, you will be the bridge between our clients—caregivers, home‑care agencies, and facility administrators—and the powerful tools that keep them compliant, efficient, and connected. Your expertise will directly influence the quality of care delivered to thousands of families across the country. If you thrive in a collaborative, remote environment and are passionate about technology, compliance, and customer success, this is the opportunity to make a real difference.

Role Overview

In this remote, client‑facing position, you will champion the success of our EVV and assessment services. You will guide clients through complex regulatory landscapes, troubleshoot technical challenges, and help them optimize workflows. Your work will shape the future of our support processes, elevate client satisfaction, and drive continuous improvement across the organization.

Key Responsibilities

• Client Advocacy & Relationship Management: Serve as the primary point of contact for clients using our EVV and facility platforms. Build trust, understand their unique needs, and resolve inquiries with speed and professionalism.
• Training & Enablement: Design, deliver, and refine live and on‑demand training programs. Empower clients to master platform features, best practices, and compliance requirements through engaging workshops, webinars, and self‑service resources.
• Data Integrity & Quality Assurance: Accurately capture, record, and verify client data within our proprietary system. Ensure all information is up‑to‑date, compliant with industry standards, and ready for audit.
• Knowledge Base & Documentation: Maintain meticulous records of all client interactions, training sessions, and compliance activities. Contribute to the evolving knowledge base to reduce repeat inquiries and improve support efficiency.
• Issue Resolution & Escalation: Independently process client requests, troubleshoot technical or procedural issues, and coordinate with engineering, product, or compliance teams to expedite solutions.
• Performance Excellence: Meet or exceed defined support metrics—response time, resolution rate, client satisfaction scores—while continuously seeking ways to improve efficiency.
• Process Improvement & Innovation: Identify recurring pain points, propose enhancements to support workflows, and collaborate with product and engineering teams to implement system improvements.
• Compliance Assurance: Stay current on evolving EVV regulations, ensuring that all client interactions and data handling practices align with state and federal mandates.
• Cross‑Functional Collaboration: Participate in regular cross‑functional meetings, share insights, and support the broader customer success ecosystem.
• Additional Duties: Undertake any other responsibilities as assigned to support the overall success of the Customer Support Department.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field (or equivalent combination of education and experience).
• Minimum of 2 years’ experience in a customer support or technical support role, preferably within the healthcare, insurance, or technology sectors.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with CRM or ticketing systems.
• Strong written and verbal communication skills in English, with the ability to convey complex information clearly and concisely.
• Demonstrated ability to work independently in a remote setting, managing time, priorities, and resources effectively.
• Positive, customer‑first mindset with a “can‑do” attitude and a genuine desire to help clients succeed.
• Excellent problem‑solving skills, with the capacity to analyze issues, identify root causes, and implement sustainable solutions.
• Strong organizational skills, including meticulous documentation and the ability to maintain an accurate knowledge base.
• Background screening and drug test clearance (including marijuana) and the ability to provide three professional references.
• Dedicated, quiet remote workspace with reliable high‑speed internet and a smartphone for communication.

Preferred Qualifications

• Experience supporting EVV or facility management platforms, or working in a regulated healthcare environment.
• Knowledge of Medicare, Medicaid, or long‑term care insurance processes.
• Prior experience creating training materials, conducting webinars, or facilitating workshops.
• Familiarity with data privacy regulations such as HIPAA.
• Multilingual capabilities to serve a diverse client base.

Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software, troubleshooting connectivity issues, and interpreting system logs.
• Analytical Thinking: Ability to dissect problems, evaluate data, and recommend actionable improvements.
• Communication Excellence: Clear, empathetic communication across phone, email, and virtual platforms.
• Adaptability: Thrive in a fast‑moving environment, quickly learning new tools and processes.
• Collaboration: Work effectively with engineering, product, compliance, and sales teams to deliver seamless client experiences.
• Customer‑Centric Mindset: Prioritize client success, anticipating needs and proactively offering solutions.
• Time Management: Balance multiple concurrent cases while maintaining high quality and accuracy.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Customer Success Specialist, you will:

• Progress into specialized roles such as EVV Product Specialist or Client Success Manager, leveraging your deep platform knowledge.
• Participate in leadership development programs that enhance your coaching, project management, and strategic thinking skills.
• Access a robust learning library, including certifications in healthcare compliance, data privacy, and advanced customer support methodologies.
• Collaborate with cross‑functional teams on product roadmap initiatives, giving you exposure to product strategy and innovation.
• Earn recognition through our Employee Excellence Awards and performance‑based incentives.
• Take advantage of mentorship programs that pair you with senior leaders across the organization.
• Attend industry conferences and webinars to stay ahead of emerging trends in senior care technology.

Work Environment & Company Culture

brighthush champions a culture of inclusion, innovation, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open‑door communication channels with leadership and product teams.
• A collaborative environment that values diverse perspectives and encourages continuous improvement.
• Regular wellness initiatives, including virtual fitness classes, mental health resources, and flexible scheduling.
• Commitment to diversity, equity, and inclusion—brighthush is proud to be an equal‑opportunity employer that celebrates all identities.
• Access to cutting‑edge technology and tools to perform your role efficiently.
• Community outreach programs that allow employees to give back to the senior care community.

Compensation & Benefits

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

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Flexible work schedule and remote‑work stipend.
• Employee assistance program and mental health support.
• Annual wellness stipend for fitness, nutrition, and mindfulness activities.

How to Apply

Ready to make a difference in the lives of caregivers and families? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to learning how your expertise can help brighthush continue to set the standard for EVV and facility support.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that transforms the senior care landscape. Your work will directly impact the quality of care delivered to thousands of families across the country. If you’re passionate about technology, compliance, and customer success—and you thrive in a collaborative, remote environment—this is the opportunity for you. Apply now and help us build a brighter future for senior care.