Senior Customer Support Specialist – Specialty Pharmacy Operations & Patient Care Advocate at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology company on a mission to make specialty medications more accessible and affordable for patients worldwide. By combining cutting‑edge software with deep expertise in pharmacy operations, we empower healthcare providers, payers, and patients to navigate the complex specialty care landscape with confidence and ease. Our platform streamlines medication ordering, dispensing, and monitoring, ensuring that patients receive the right treatment at the right time while reducing administrative burden for clinicians and pharmacists.

Why brighthush?

At brighthush, we believe that great work starts with a culture that values curiosity, collaboration, and compassion. Our team is made up of entrepreneurs, clinicians, data scientists, and customer‑centric professionals who share a common goal: to transform the specialty pharmacy experience. We celebrate diverse perspectives, encourage experimentation, and view every challenge as an opportunity to learn and grow.

We are backed by forward‑thinking investors who share our vision for a healthier future. These partners include brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush. Their support fuels our rapid innovation and enables us to scale solutions that matter.

Position Overview

As a Senior Customer Support Specialist, you will be the frontline advocate for our customers, ensuring that every interaction with the brighthush platform is seamless, efficient, and positive. You will collaborate closely with engineering, clinical operations, and customer success teams to triage, resolve, and learn from support tickets and phone calls. Your expertise will help shape product improvements and elevate the overall user experience.

Key Responsibilities

• Ticket Triage & Resolution: Prioritize incoming support tickets and phone inquiries, using our support management platform to track status and ensure timely resolution.
• Customer Communication: Engage with customers in a responsive, empathetic manner, providing clear updates and actionable solutions.
• Data Analysis & Reporting: Categorize support requests and feedback to identify recurring themes, surface pain points, and recommend product enhancements.
• Product Expertise: Become a subject‑matter expert on the brighthush pharmacy management system and related workflows, enabling you to educate users and troubleshoot complex issues.
• Cross‑Functional Collaboration: Work with engineering, clinical operations, and customer success to resolve escalated issues and drive continuous improvement.
• Process Improvement: Contribute to the development of knowledge base articles, SOPs, and training materials that empower customers and reduce support volume.
• Quality Assurance: Maintain high standards of accuracy, documentation, and compliance with industry regulations.

Essential Qualifications

• Minimum of 3 years’ experience in specialty pharmacy operations, pharmacy management, or a related field.
• Proficiency with pharmacy management systems and electronic medical record (EMR) platforms.
• Strong verbal and written communication skills, with the ability to build rapport with customers and internal stakeholders.
• Excellent organizational skills and the ability to manage multiple priorities in a fast‑paced environment.
• Calm, solutions‑oriented mindset when handling high‑pressure situations.
• Passion for improving patient care and a deep understanding of how support outcomes directly impact clinical outcomes.
• Comfortable in an external-facing role, handling inbound calls and addressing customer feedback.

Preferred Qualifications

• Experience with the brighthush platform or similar specialty pharmacy solutions.
• Background in customer success or technical support within the healthcare technology sector.
• Knowledge of regulatory requirements for specialty pharmacy (e.g., 21 CFR Part 11, HIPAA).
• Experience with data analytics tools (e.g., Tableau, Power BI) to track support metrics.
• Fluency in additional languages to support a diverse customer base.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help patients and providers.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Proficiency in using ticketing systems (e.g., Zendesk, ServiceNow) and collaboration tools (e.g., Slack, Teams).
• Adaptability to rapidly evolving technology and processes.
• Team player who thrives in a collaborative, cross‑functional environment.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Mentorship programs with senior leaders across product, engineering, and operations.
• Regular training sessions on new platform features, industry trends, and regulatory updates.
• Opportunities to contribute to product roadmaps and influence the direction of our technology.
• Clear career pathways to roles such as Senior Support Engineer, Customer Success Manager, or Product Specialist.
• Support for external certifications (e.g., Certified Pharmacy Technician, Customer Experience Professional).

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We prioritize:

• Open communication channels that encourage idea sharing and feedback.
• Work‑life balance, with flexible scheduling and generous paid time off.
• A culture that embraces failure as a learning opportunity and celebrates innovative thinking.
• Regular virtual team events, hackathons, and wellness initiatives.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

We offer a competitive base salary starting at $63,000 per year, commensurate with experience and expertise. In addition to your base pay, you may receive:

• Performance‑based bonuses tied to customer satisfaction and support metrics.
• Equity options that allow you to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to support your personal and professional life.
• Professional development stipend for courses, conferences, and certifications.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you are passionate about improving the specialty pharmacy experience and thrive in a fast‑moving, customer‑focused environment, we would love to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of specialty medication access.