Senior Customer Support Specialist – Patient Experience & SaaS Solutions – Join brighthush

About brighthush

At brighthush, we’re not just a technology company – we’re a movement that’s reshaping the way healthcare practices operate. With a portfolio that spans dental, orthodontic, chiropractic, optometry, and wellness clinics, we provide end‑to‑end solutions that empower providers to deliver care that’s faster, smarter, and more patient‑centric. Our mission is simple: make healthcare effortless for both clinicians and patients, so that every interaction feels seamless and every outcome is better.

Founded on the belief that technology should serve people, brighthush has grown to support over 40,000 clinics worldwide. We’re a fast‑moving, high‑energy team that thrives on bold ideas, relentless curiosity, and a commitment to continuous improvement. If you’re passionate about making a tangible difference in people’s lives and want to work in an environment that celebrates collaboration, innovation, and personal growth, you’ll find a home here.

Why brighthush?

When you join brighthush, you’ll experience:

• Impact at Scale – Your work will help thousands of clinics streamline workflows, reduce administrative burden, and improve patient satisfaction.
• Career Growth – We invest heavily in professional development, mentorship programs, and cross‑functional projects that open doors to leadership roles.
• Culture of Care – Our people-first culture means you’ll be supported by teammates who celebrate wins, challenge you to think bigger, and champion your success.
• Innovation Hub – You’ll collaborate with product, engineering, and data teams to shape the next generation of healthcare technology.
• Flexible Work Environment – Remote work across the United States, flexible hours, and a results‑oriented approach give you the freedom to balance life and work.

Key Responsibilities

As a Customer Support Specialist II – Patients, you’ll be the frontline advocate for our clinic partners, ensuring they receive the highest level of service and support. Your day‑to‑day tasks will include:

• Efficient Case & Call Handling – Respond promptly to Tier 1 support tickets via email, phone, and chat, documenting every interaction in Salesforce and Freshdesk to maintain accurate, consistent records.
• Customer Satisfaction & Experience Enhancement – Deliver an empathetic, solutions‑focused experience for every customer interaction. Send CSAT surveys post‑resolution, analyze trends, and share actionable insights with the team.
• Cross‑Department Coordination – Collaborate with product, engineering, and billing teams to resolve complex issues, ensuring clear communication and timely escalation of recurring problems.
• Knowledge Base Management – Create, update, and maintain internal and customer‑facing knowledge base articles to empower users and reduce repeat inquiries.
• Process Improvement & Project Support – Participate in light project management tasks, track progress, and contribute to process improvement initiatives that enhance team efficiency.
• Performance Metrics – Meet or exceed key performance indicators such as Call Answer Rate (≥ 90%) and Customer Satisfaction Score (≥ 90%).

Essential Qualifications

• 4+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology environment.
• High School Diploma or GED required; an Associate’s or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem‑solving and critical‑thinking abilities.
• Experience as a team or shift lead is preferable.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast‑paced, evolving environment with shifting priorities.
• Technical aptitude and a willingness to learn new software and systems.

Preferred Qualifications & Skills

• Proficiency with Salesforce, Freshdesk, and other CRM/Helpdesk platforms.
• Experience with data analysis tools (Excel, Tableau, or similar) to interpret CSAT and support metrics.
• Knowledge of healthcare industry workflows, especially in dental or chiropractic practices.
• Project management experience, including Agile or Scrum methodologies.
• Fluency in additional languages (Spanish, French, etc.) is a bonus.

What You’ll Gain

At brighthush, we believe in investing in our people. As part of our team, you’ll enjoy:

• Competitive Compensation – A base hourly rate that reflects your experience and the market, with potential for performance bonuses.
• Comprehensive Benefits – Health, dental, and vision coverage; paid time off; 401(k) with company match; and access to wellness programs.
• Professional Development – Dedicated budget for courses, certifications, and conferences; mentorship from senior leaders; and opportunities to lead cross‑functional initiatives.
• Work‑Life Balance – Remote work across the United States, flexible scheduling, and a culture that values results over hours.
• Community & Culture – Inclusive, collaborative environment with regular virtual team events, hackathons, and community outreach projects.

Our Commitment to You

We’re looking for someone who is not only skilled but also passionate about improving patient care through technology. If you’re eager to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we want to hear from you. Join brighthush and help us make healthcare simpler, smarter, and better for everyone.

How to Apply

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can contribute to brighthush’s mission. We can’t wait to welcome you to our team.

About brighthush

brighthush is a leading healthcare technology company that provides software solutions to dental, orthodontic, chiropractic, optometry, and wellness clinics. We empower providers with tools that streamline practice management, enhance patient engagement, and drive growth.