Senior Customer Support Associate – Remote‑First Healthcare Infrastructure Specialist – Championing Data‑Driven Patient Care & Operational Excellence at brighthush

Welcome to brighthush – Where Data Meets Life‑Saving Care

In the fast‑evolving world of digital health, the sheer volume of data is staggering – from wearable sensors to laboratory analyzers, from electronic health records to real‑time patient dashboards. Yet, the true challenge lies not in collecting this data, but in transforming it into reliable, actionable insights that clinicians, labs, and patients can trust. At brighthush, we are on a relentless mission to turn raw health information into clear, evidence‑based guidance that can change treatment plans and save lives.

Founded by seasoned technologists and frontline clinicians, brighthush has already woven millions of patient records into a seamless diagnostics network. With a growing portfolio of investors united under the brighthush brand, we are scaling rapidly while staying true to our core values: innovation, empathy, and an unwavering focus on patient outcomes.

As a fully remote‑first organization, we empower our teams to work from anywhere in the United States, with a particular emphasis on the Eastern Time zone to align with our primary customer base. If you’re passionate about leveraging technology to supercharge healthcare, brighthush is the place where your impact will be felt in real time.

Why This Role Matters

Every support ticket you handle is a potential life‑changing moment. A mis‑delivered lab order can leave a patient waiting for critical results that could alter their treatment trajectory. At brighthush, we don’t just process data – we ensure that data reaches the right hands at the right time. As a Customer Support Associate, you will be the first line of defense against delays, errors, and confusion, directly influencing patient care and partner satisfaction.

As our customer base expands, so does the volume and complexity of support requests. You will be part of a Tier 1 team that manages high‑volume operational queues, resolves most issues directly, and escalates the rest with rich context. Your calmness under pressure and clear communication will directly impact patient outcomes and partner trust.

Day‑to‑Day Responsibilities

• Own Customer Issues from Start to Finish
  • Investigate and resolve customer‑reported problems methodically—whether it’s a missing result, a canceled order, or a need for a redraw.
  • Guide customers through their entire journey, from onboarding to ongoing troubleshooting, ensuring a seamless experience.
  • Document every step of the resolution process to build a knowledge base that future teammates and customers can rely on.
• Manage a High‑Volume Operational Queue
  • Triage, prioritize, and route tickets so the right team member addresses each issue quickly.
  • Contact labs, mobile phlebotomy vendors, and other service providers to track results, correct patient details, and drive timely resolution.
  • Use data‑driven metrics to identify recurring pain points and propose process improvements.
• Communicate with Clarity and Care
  • Write and speak with empathy and precision across tickets, brighthush, and phone calls, especially when situations are messy.
  • Translate complex technical details into plain language that patients and clinicians can understand.
• Collaborate Across Teams
  • Partner with product, engineering, operations, and customer success to unblock issues quickly and request help early when needed.
  • Participate in cross‑functional sprint reviews to share insights from the front line.
• Build and Maintain the Knowledge Base
  • Document lessons learned so future customers and teammates can find answers faster.
  • Update FAQs, troubleshooting guides, and onboarding materials to reflect new product features.

Who You Are

• 2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment.
• Hands‑on in identifying, reproducing, and resolving customer‑reported issues; you take full ownership and follow through until resolution.
• Comfortable operating in a small or mid‑size company without a playbook or extensive documentation.
• Thrives in a busy queue, taking pride in closing tickets well and quickly.
• Calm, empathetic, and accurate in both written and verbal communication.
• Proactive in improving processes—excited to use AI and other tools to solve problems, not just to work through them faster.

Nice to Have (but not required): Healthcare or diagnostics experience, familiarity with APIs, or prior exposure to medical device integration.

We understand that not every candidate will tick every box. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.

Essential Qualifications

• Minimum 2 years of SaaS support experience in a B2B2C context.
• Strong written and verbal communication skills in English.
• Proficiency with support tools (e.g., brighthush, brighthush, or similar) and collaboration platforms ( brighthush, brighthush).
• Experience managing high‑volume ticket queues and prioritizing tasks effectively.
• Ability to work independently while collaborating across cross‑functional teams.
• Residing in the United States, Eastern Time zone; no visa sponsorship available.

Preferred Qualifications

• Experience in the healthcare or diagnostics industry.
• Familiarity with API integration and data pipelines.
• Knowledge of HIPAA compliance and data privacy best practices.
• Experience with AI‑driven support tools or automation workflows.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Strong problem‑solving skills and a methodical approach to troubleshooting.
• Excellent time‑management and organizational abilities.
• Adaptability to fast‑changing environments and evolving product features.
• Team player who values collaboration and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As you grow in your role, you’ll have the chance to:

• Advance to Senior Support Specialist or Team Lead positions.
• Participate in cross‑functional projects that shape product roadmaps and customer experience.
• Attend industry conferences, webinars, and workshops—our monthly learning budget of $150 covers any professional development you choose.
• Leverage our AI and automation initiatives to pioneer new support workflows.
• Mentor new hires and share your expertise across the organization.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a shared commitment to patient well‑being. Key highlights include:

• Fully remote, flexible schedule with a focus on work‑life balance.
• Regular virtual team offsites and occasional in‑person retreats.
• Open communication channels—everyone’s voice matters.
• Inclusive, diverse, and supportive community.
• Monthly “Health & Wellness” webinars featuring experts in nutrition, mental health, and fitness.
• Quarterly hackathons where teams can experiment with new ideas and win prizes.

Compensation & Benefits

We offer a competitive salary range of $50,000–$70,000 per year, commensurate with experience and location. In addition to base pay, you’ll receive:

• Equity with extended exercise after 2 years of employment.
• Premium healthcare coverage (medical, dental, vision).
• 4% monthly contribution to a 401(k) plan.
• 36 days of paid time off, including bank holidays.
• Enhanced parental, foster, and adoption leave.
• Monthly wellness budget of $100.
• Home office stipend of $1,000 and coworking budget.
• Yearly on‑site blood test—because we care about your health.
• Access to a $150 monthly learning budget for personal and professional growth.
• Free access to mental health counseling services.
• Annual company‑wide retreat (location varies).

Important Details Before Applying

• We only hire candidates physically based in the GMT or EST time zones.
• We do not sponsor visas at this stage.
• All applicants must be U.S. residents or citizens.

How to Apply

If you’re ready to make a tangible impact on patient care while growing your career in a fast‑paced, mission‑driven environment, we encourage you to apply today. Join brighthush and help us turn data into life‑saving insights.