Senior Customer Support Analyst – Health Plan Partner Liaison & Technical Solutions Expert at brighthush

About brighthush

brighthush is a forward‑thinking leader in the health‑plan technology ecosystem, empowering insurers, providers, and trading partners with innovative data‑exchange platforms that drive efficiency, compliance, and better patient outcomes. Our mission is to simplify complex health‑plan operations through secure, scalable, and user‑centric solutions. With a rapidly expanding client base across the United States, brighthush is committed to building a culture where curiosity, collaboration, and customer obsession thrive.

Role Overview

We are seeking a seasoned Senior Customer Support Analyst to join our high‑performing Customer Support team. In this remote, United‑States‑wide position, you will be the primary point of contact for our health‑plan trading partners, delivering timely, high‑quality technical and functional support. You will troubleshoot intricate issues, communicate clear resolutions, and ensure meticulous documentation throughout the case lifecycle. Your expertise will also shape our knowledge base and influence continuous improvement of support processes.

Key Responsibilities

• Client Support Liaison: Serve as the dedicated support champion for health‑plan trading partners, tracking plan‑specific metrics, identifying trends, and escalating critical cases.
• Timely Issue Resolution: Respond promptly to all customer and technical support requests, providing status updates and clear, actionable solutions both verbally and in writing.
• Multi‑Tool Monitoring: Simultaneously monitor a suite of diagnostic tools, logs, and dashboards to isolate root causes and deliver effective fixes.
• Collaborative Problem Solving: Partner with cross‑functional teams—including engineering, product, and operations—to brainstorm and implement solutions for complex problems.
• Data Analysis & Reporting: Analyze support data, surface recurring patterns, and produce insightful reports that inform product enhancements and process refinements.
• Documentation Excellence: Ensure every support interaction, escalation, and resolution is thoroughly documented in our ticketing system, adhering to brighthush’s standards for knowledge transfer.
• Knowledge Base Development: Author and edit high‑impact knowledge‑base articles covering technical troubleshooting, common issues, and best‑practice operational procedures.
• Process Improvement Advocacy: Provide proactive, constructive feedback to peers and leadership, recommending enhancements to workflows, tools, and communication protocols.
• Mentorship & Peer Support: Coach junior analysts, share expertise, and foster a collaborative learning environment within the support organization.

Essential Qualifications

• Minimum 5 years of hands‑on experience in customer support, technical support, or a related field, preferably within health‑plan, fintech, or SaaS environments.
• Associate or Bachelor’s degree in Business, Information Technology, Health Informatics, or a related discipline; equivalent professional experience will be considered.
• Demonstrated ability to solve complex, multi‑layered problems with a methodical, data‑driven approach.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, business‑focused language.
• Proficiency with brighthush Office Suite (Word, Excel, PowerPoint) for documentation, reporting, and data manipulation.
• Experience using a Customer Relationship Management (CRM) platform—experience with brighthush CRM (formerly Salesforce.com) is strongly preferred.
• Strong attention to detail and a commitment to maintaining accurate case records, escalation logs, and knowledge‑base content.
• Self‑starter mindset with the ability to work independently under limited supervision while still collaborating effectively with distributed teams.
• Passion for delivering exceptional customer experiences and a track record of producing high‑quality work.

Preferred Qualifications

• Experience supporting health‑plan trading partners, insurers, or related regulated industries.
• Familiarity with health‑plan data exchange standards (e.g., HIPAA, X12, HL7) and related compliance requirements.
• Advanced analytical skills, including experience with data visualization tools (e.g., Tableau, Power BI) to surface trends and insights.
• Prior involvement in creating or managing a public‑facing knowledge base or self‑service portal.
• Certification in ITIL, ServiceNow, or other IT service‑management frameworks.
• Experience working in a fully remote or distributed team environment, demonstrating strong time‑management and virtual collaboration abilities.

Core Skills & Competencies

• Problem Solving: Ability to dissect ambiguous issues, identify root causes, and devise practical, repeatable solutions.
• Customer Empathy: Deep understanding of partner pain points and a genuine desire to alleviate them.
• Communication: Clear, concise, and professional articulation of technical information to both technical and non‑technical audiences.
• Analytical Thinking: Comfortable working with large data sets, spotting trends, and translating findings into actionable recommendations.
• Process Orientation: Commitment to following and improving documented procedures, ensuring consistency and compliance.
• Collaboration: Strong team player who can influence without authority, building consensus across product, engineering, and operations.
• Technical Literacy: Familiarity with APIs, data‑exchange protocols, and troubleshooting tools commonly used in health‑plan technology.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you make. As a Senior Customer Support Analyst, you will have access to:

• Structured mentorship programs linking you with senior leaders in product, engineering, and operations.
• Continuous learning stipends for certifications, conferences, and online courses relevant to health‑tech, data analytics, and customer experience.
• Opportunities to transition into specialized roles such as Support Engineering, Product Management, or Customer Success Leadership.
• Regular “Innovation Hours” where you can pitch process‑improvement ideas, develop prototypes, and influence the roadmap.
• Cross‑functional project assignments that broaden your exposure to the full product lifecycle.

Work Environment & Culture at brighthush

brighthush embraces a fully remote work model for U.S.‑based employees, providing the flexibility to design your own workspace while staying connected through virtual collaboration tools. Our culture is built on three pillars:

• Customer‑First Mindset: Every decision is filtered through the lens of how it will improve the experience of our health‑plan partners.
• Innovation & Learning: We celebrate curiosity, encourage experimentation, and reward data‑driven improvements.
• Inclusivity & Belonging: Diverse perspectives are not just welcomed—they are essential to our success. We foster an environment where every voice is heard.

Team members enjoy regular virtual coffee chats, quarterly “All‑Hands” town halls, and an annual in‑person retreat (optional) that strengthens relationships across the organization.

Compensation, Perks & Benefits

brighthush offers a competitive hourly rate ranging from $28.00 to $37.50 based on experience, expertise, and geographic location, plus performance‑based bonus potential. In addition to base compensation, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings with company match.
• Generous paid time off (PTO) and holiday schedule.
• Remote‑work stipend for home‑office equipment, internet, and coworking space access.
• Wellness allowance for fitness, mental‑health apps, or ergonomic accessories.
• Professional development budget for certifications, conferences, and online learning platforms.
• Employee assistance program (EAP) and access to virtual counseling services.
• Recognition programs that celebrate exceptional customer service and innovative problem solving.

How to Apply

If you are ready to bring your expertise, passion for customer success, and analytical mindset to a dynamic, mission‑driven organization, we want to hear from you. Click the link below to submit your application and become a pivotal part of brighthush’s journey to transform health‑plan technology.

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Join brighthush Today

At brighthush, you will work alongside industry experts who are dedicated to solving real‑world challenges in health‑plan data exchange. Your contributions will directly impact the efficiency and quality of care for millions of individuals. Take the next step in your career—apply now and help us shape the future of health‑tech.