Senior Customer Support Analyst – Remote, Health Plan Trading Partner Support, Data‑Driven Problem Solver at brighthush

About brighthush

brighthush is a forward‑thinking health technology company that empowers health plans, providers, and patients with data‑driven insights and seamless digital experiences. With a mission to transform the way healthcare is delivered, we combine cutting‑edge analytics, cloud‑native platforms, and a customer‑centric culture to create solutions that matter. Our team is built on curiosity, collaboration, and a relentless focus on quality—values that guide every interaction we have with our partners and customers.

Why Join brighthush?

At brighthush, you’ll work in a fully remote environment that values flexibility, autonomy, and work‑life balance. We invest heavily in our people, offering continuous learning opportunities, a generous benefits package, and a culture that celebrates innovation and diversity. If you thrive on solving complex problems, enjoy collaborating across teams, and want to make a tangible impact on the health industry, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Customer Support Analyst to serve as the primary liaison for our health plan trading partners. In this role, you will troubleshoot intricate technical and operational issues, communicate solutions clearly, and drive continuous improvement of our support processes. Your expertise will help ensure that our partners receive timely, accurate, and high‑quality assistance, reinforcing brighthush’s reputation as a trusted partner in the health ecosystem.

Key Responsibilities

• Client Support Liaison: Act as the go‑to point of contact for health plan trading partners, tracking plan‑specific metrics, identifying trends, and escalating critical issues to the appropriate teams.
• Issue Resolution: Provide rapid, accurate responses to all customer and technical support requests, ensuring that each case is resolved to the partner’s satisfaction.
• Clear Communication: Articulate solutions both verbally and in writing, tailoring explanations to technical and non‑technical audiences.
• Multi‑Tool Monitoring: Simultaneously monitor dashboards, ticketing systems, and monitoring tools to diagnose and resolve issues efficiently.
• Collaborative Problem Solving: Work closely with engineering, product, and operations teams to brainstorm and implement solutions to complex challenges.
• Data Analysis & Reporting: Analyze support data, identify recurring patterns, and produce actionable reports that inform product and process improvements.
• Documentation & Escalation: Ensure all support requests, follow‑ups, and resolutions are thoroughly documented, especially when escalation is required.
• Process Improvement: Provide proactive, constructive feedback to peers and stakeholders, recommending enhancements to support workflows and knowledge base content.
• Knowledge Base Management: Create, edit, and maintain articles in the knowledge base covering technical support, common issues, troubleshooting steps, and operational processes.

Essential Qualifications

• Minimum of 5 years of experience in customer support, technical support, or a related field.
• Bachelor’s degree in a relevant discipline (equivalent experience may be considered).
• Advanced knowledge of support operations, ticketing systems, and data analysis.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and CRM platforms.
• Strong problem‑solving skills, with the ability to tackle difficult, multi‑faceted issues.
• Excellent written and verbal communication skills, capable of explaining complex concepts to diverse audiences.
• Experience with Salesforce.com or similar CRM systems.
• Self‑motivated, able to work independently with limited supervision while maintaining high accountability.

Preferred Qualifications

• Experience in the health technology or health insurance industry.
• Familiarity with health plan trading protocols, data standards, and regulatory requirements.
• Knowledge of cloud‑native platforms, APIs, and integration workflows.
• Previous involvement in creating or maintaining knowledge base content.
• Experience with data visualization tools (e.g., Tableau, Power BI).

Core Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Collaboration: Comfortable working cross‑functionally with engineering, product, and operations teams.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• Attention to Detail: Meticulous in documentation, ensuring clarity and consistency across all support artifacts.
• Continuous Improvement: Proactively seeks ways to streamline workflows and enhance the customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Support Analyst, you will:

• Progress into leadership roles such as Support Manager or Customer Success Lead.
• Participate in cross‑functional projects that shape product strategy and platform enhancements.
• Access unlimited online learning resources, including courses on cloud technologies, data analytics, and leadership development.
• Receive mentorship from senior leaders and subject‑matter experts across the organization.
• Attend virtual conferences, webinars, and industry events to stay ahead of emerging trends.

Work Environment & Culture

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

• Flexible working hours that accommodate different time zones and personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats.”
• A culture that celebrates wins, learns from failures, and encourages experimentation.
• Inclusive policies that support diversity, equity, and belonging at every level.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with a company match.
• Paid time off (vacation, sick leave) and flexible time‑off policies.
• Paid holidays and paid parental leave with a flexible return‑to‑work program.
• Employee Assistance Program for mental and physical wellness.
• Optional subscription to the Headspace app and discounts on wellness products.
• Access to an online learning platform and educational assistance programs.
• Travel assistance and discounts on popular cell phone plans.
• Life and disability insurance coverage.

How to Apply

If you are a proactive, customer‑focused professional with a passion for solving complex problems and a desire to make a real impact in the health technology space, we’d love to hear from you. Submit your application through our career portal, and let’s explore how you can contribute to brighthush’s mission of transforming healthcare through data and technology.

Join brighthush today and help us build the future of health support—one partnership at a time.