Senior Diagnostics & Clinical Microbiology Customer Support Specialist – Remote, Full‑Time – Driving Global Healthcare Innovation, Patient Care Excellence, Technical Support Leadership, and Customer Success at brighthush

About brighthush

brighthush stands at the forefront of in‑vitro diagnostics, turning breakthrough scientific research into life‑saving tools that clinicians and laboratories rely on every day. From rapid point‑of‑care assays that deliver results in minutes to high‑throughput laboratory instruments that process thousands of samples, our portfolio empowers healthcare professionals to make faster, more accurate decisions. Our mission is simple yet profound: illuminate the path to better health through relentless innovation, rigorous science, and exceptional customer support.

Founded on the belief that science should serve humanity, brighthush has evolved from a modest research lab into a global leader with a presence in over 30 countries. We partner with hospitals, reference laboratories, and research institutions to bring the latest diagnostic breakthroughs to the front lines of patient care. Our culture is built on curiosity, collaboration, and a relentless focus on customer success, ensuring that every product we deliver not only meets but exceeds the highest regulatory standards.

Why brighthush?

At brighthush, we believe that the best science is only as good as the people who bring it to life. We invest heavily in our team, fostering a culture that blends scientific curiosity, collaborative teamwork, and a relentless focus on customer success. Whether you’re a seasoned professional or just starting your career, you’ll find a place where your expertise is valued, your growth is accelerated, and your impact is felt across the globe.

What sets us apart

• Innovative product pipeline spanning rapid diagnostics to advanced laboratory automation.
• Data‑driven approach to product development and customer support.
• Commitment to sustainability, ensuring our solutions reduce waste and energy consumption.
• Inclusive, remote‑first work environment that empowers employees to thrive wherever they are.

Role Overview

As a Senior Diagnostics & Clinical Microbiology Customer Support Specialist, you will be the frontline champion for our global customer base. Your day‑to‑day responsibilities will span technical troubleshooting, training, documentation, and cross‑functional collaboration—all while maintaining the highest standards of customer satisfaction and regulatory compliance. This role is ideal for a self‑motivated, detail‑oriented professional who thrives in a fast‑paced, remote‑first environment and is passionate about improving patient outcomes through superior support.

Key Responsibilities

• Remote Request Management: Serve as the first line of technical support for our global customer base, triaging and resolving inquiries via phone, email, and chat. Prioritize tickets based on urgency and impact, ensuring a seamless customer experience.
• Technical Troubleshooting: Diagnose and resolve complex issues related to diagnostics instruments, software, and sample handling. Use a systematic approach to isolate root causes, document solutions, and implement preventive measures.
• Training & Enablement: Design and deliver virtual training sessions for customers and internal teams. Cover product usage, best practices, and troubleshooting techniques, tailoring content to varying skill levels.
• Documentation & Knowledge Base: Create and maintain clear, concise support documentation, FAQs, and knowledge base articles. Continuously update content to reflect product updates, regulatory changes, and customer feedback.
• Cross‑Functional Collaboration: Work closely with Sales, Product Development, and Quality Assurance to relay customer feedback, identify product improvements, and contribute to continuous improvement initiatives.
• Performance Metrics: Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores. Use data to drive process improvements and share insights with leadership.
• Regulatory Compliance: Ensure all support activities adhere to relevant regulatory standards (e.g., ISO 13485, CLIA). Maintain accurate records for audits and quality reviews.
• Customer Advocacy: Act as a trusted advisor to customers, understanding their clinical workflows and recommending solutions that enhance efficiency and accuracy.

Essential Qualifications

• Educational Background: Technical or scientific degree in diagnostics, biology, microbiology, or a related field. A focus on clinical microbiology is highly desirable.
• Scientific Acumen: Strong analytical and problem‑solving skills, with the ability to translate complex scientific concepts into clear, actionable guidance.
• Technical Proficiency: Comfortable using diagnostic instruments, laboratory software, and standard office productivity tools (e.g., MS Office, CRM systems). Familiarity with LIMS or EMR platforms is a plus.
• Language Skills: Fluency in Italian and English (written and spoken). Additional languages are a competitive advantage.
• Communication: Excellent verbal and written communication skills, with a knack for simplifying technical details for diverse audiences.
• Team Player: Demonstrated ability to collaborate across departments and cultures, prioritizing tasks effectively in a fast‑paced environment.
• Customer‑Centric Mindset: Passion for delivering outstanding service and a commitment to exceeding customer expectations.

Preferred Qualifications

• Experience in a customer support or technical service role within the diagnostics or healthcare industry.
• Familiarity with laboratory information management systems (LIMS) or electronic medical records (EMR).
• Knowledge of regulatory standards (e.g., ISO 13485, CLIA) and quality management processes.
• Experience delivering virtual training or workshops to technical audiences.
• Proficiency in data analysis tools (e.g., Excel, Power BI) for reporting and trend analysis.
• Experience with remote collaboration tools such as Teams, Zoom, and SharePoint.
• Background in troubleshooting complex instrumentation or software in a clinical setting.

Core Skills & Competencies

• Problem‑solving mindset with a methodical approach to troubleshooting.
• Strong customer‑centric attitude, always aiming to exceed expectations.
• Adaptability to evolving technologies and processes.
• Time‑management and prioritization skills to handle multiple concurrent tickets.
• Attention to detail and commitment to accuracy in documentation.
• Collaboration and interpersonal skills to build rapport with customers and colleagues.
• Proactive communication and the ability to translate technical jargon into plain language.
• Resilience under pressure and a continuous improvement mindset.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured Onboarding: Comprehensive training modules covering product knowledge, troubleshooting techniques, and customer service excellence.
• Mentorship Programs: Pairing with senior specialists to accelerate skill development and career planning.
• Continuous Education: Access to industry conferences, webinars, and internal workshops to stay ahead of diagnostics trends.
• Internal Mobility: Clear pathways to advance into senior support roles, product management, quality assurance, or technical sales.
• Innovation Labs: Opportunities to contribute to product improvement projects and new feature development.
• Leadership Development: Training in project management, stakeholder engagement, and cross‑functional leadership.
• Global Exposure: Work with customers and teams across multiple continents, building a truly international perspective.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• Fully remote work from your home office in Florence, Tuscany, or any location that suits you.
• Flexible working hours that accommodate personal commitments while maintaining core collaboration windows.
• A vibrant virtual community with regular team huddles, knowledge‑sharing sessions, and social events.
• A culture that celebrates scientific curiosity, encourages experimentation, and rewards innovative thinking.
• Inclusive policies that support work‑life balance, mental well‑being, and personal growth.
• Access to a digital collaboration platform that keeps the entire team connected and aligned.
• Annual virtual retreats and team‑building activities that foster camaraderie across time zones.

Compensation & Benefits

We offer a competitive salary range of EUR 36,000 – 44,000 per year, commensurate with experience and performance. In addition, you’ll receive:

• Health and dental insurance plans tailored to your needs.
• Annual performance bonuses and incentive programs.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness initiatives, such as virtual fitness classes and mental health resources.
• Equity or stock‑option plans to share in brighthush’s long‑term success.
• Flexible work‑from‑home stipend to support a productive home office setup.
• Access to a global network of peers and mentors across the diagnostics ecosystem.

How to Apply

Ready to bring your scientific expertise and customer‑first mindset to a company that values innovation and impact? Click the link below to submit your application and join the brighthush team.

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Join brighthush – Where Science Meets Service

At brighthush, every support interaction is an opportunity to make a difference in patient care worldwide. If you thrive in a dynamic, science‑driven environment and are passionate about delivering top‑tier customer support, we want to hear from you. Apply today and help us illuminate the future of diagnostics.