Senior Medical Device Customer Support Specialist – Remote Full‑Time – Championing Patient Care & Technical Excellence at brighthush

About brighthush

brighthush is a trailblazer in the medical device arena, turning bold ideas into life‑saving solutions that transform patient care worldwide. Our mission is to engineer products that empower clinicians, elevate outcomes, and set new standards for health services. Rooted in a culture of high performance, collaboration, and continuous learning, we give our teams the autonomy to experiment, the resources to grow, and the support to succeed. As a remote‑first organization headquartered in Salt Lake City, Utah, brighthush blends the flexibility of a distributed workforce with the camaraderie of a tight‑knit community, ensuring every voice is heard and every contribution matters.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a mission‑driven family that celebrates diversity, champions curiosity, and rewards resilience. We believe the best breakthroughs arise from a mosaic of perspectives, and we cultivate an inclusive environment where creativity thrives, learning is constant, and success is shared. Whether you’re a seasoned professional or an emerging talent, brighthush offers mentorship, structured career pathways, and the tools you need to reach new heights.

Position Overview

We are seeking a Senior Medical Device Customer Support Specialist to serve as the frontline advocate for our global customer base. In this remote, full‑time role, you will be the trusted partner who ensures every interaction with our products is seamless, supportive, and memorable. Your responsibilities will span order processing, technical troubleshooting, cross‑functional collaboration, and continuous improvement—all aimed at exceeding customer expectations and driving product excellence.

Key Responsibilities

• Order Management & Fulfillment: Accurately process customer orders, verify details, and coordinate with logistics and supply‑chain teams to guarantee on‑time delivery and inventory accuracy.
• Customer Support Excellence: Deliver timely, professional assistance via phone, email, and chat, maintaining a high level of customer satisfaction and first‑contact resolution.
• Technical Troubleshooting: Diagnose and resolve product and service issues, applying deep product knowledge and engineering insight; when necessary, elevate complex cases to the appropriate technical or quality teams.
• Data Integrity & Compliance: Maintain meticulous records in our ERP and CRM systems, ensuring data accuracy, audit readiness, and adherence to regulatory standards such as FDA, ISO 13485, and other relevant frameworks.
• Process Optimization: Identify recurring support trends, propose workflow enhancements, and actively participate in continuous improvement initiatives to streamline operations and reduce resolution time.
• Cross‑Functional Collaboration: Partner with Sales, Engineering, Quality Assurance, and Product Management to provide comprehensive solutions, share customer insights, and influence product roadmap decisions.
• Customer Onboarding & Training: Guide new customers through product setup, usage best practices, and training resources, ensuring a smooth transition and early adoption.
• Feedback & Insight Capture: Collect and analyze customer feedback, translating insights into actionable recommendations for product and process improvements.
• Performance Metrics & Reporting: Track key performance indicators—response time, resolution rate, CSAT scores—and produce regular reports to inform leadership and drive continuous improvement.
• Compliance & Documentation: Adhere to industry regulations and internal policies, documenting all interactions clearly, concisely, and in compliance with audit requirements.

Essential Qualifications

• High school diploma or GED; associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service or call‑center experience, ideally within a technical or medical device environment.
• Proficiency with ERP systems (e.g., SAP, Oracle) and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Exceptional phone etiquette, active listening skills, and the ability to communicate complex information clearly and empathetically.
• Strong analytical mindset with meticulous attention to detail and a passion for data‑driven decision making.
• Demonstrated ability to work independently in a remote setting while maintaining high productivity, accountability, and a proactive mindset.
• Fluency in English; additional language proficiency is a plus.

Preferred Qualifications

• Experience in the medical device or regulated manufacturing industry.
• Knowledge of FDA regulations, ISO standards, or other quality management systems.
• Prior exposure to customer support tools such as Zendesk, Salesforce, ServiceNow, or similar platforms.
• Proven ability to manage multiple priorities, meet tight deadlines, and thrive in a fast‑paced environment.
• Proactive problem‑solving skills and a passion for continuous improvement.
• Experience with remote collaboration tools and virtual team environments.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software, troubleshooting hardware/software issues, and applying product knowledge to resolve customer challenges.
• Communication: Clear, concise, and empathetic communication across all channels—phone, email, chat, and documentation.
• Customer‑Centric Mindset: Commitment to delivering outstanding service and building lasting relationships with clinicians, distributors, and end‑users.
• Collaboration: Ability to work effectively with cross‑functional teams in a dynamic, fast‑paced environment.
• Adaptability: Thrive in a dynamic setting, quickly learning new processes, technologies, and regulatory requirements.
• Problem‑Solving: Analytical approach to diagnosing issues and implementing effective, sustainable solutions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs that accelerate your integration and skill acquisition.
• Access to industry conferences, webinars, and certifications to deepen your expertise and broaden your network.
• Clear internal career pathways that allow you to transition into roles such as Product Support Engineer, Quality Assurance Analyst, Customer Success Manager, or Technical Account Manager.
• Regular performance reviews and personalized development plans to help you set and achieve career goals.
• Cross‑departmental shadowing opportunities to broaden your skill set and build relationships across the organization.
• Annual learning stipend to support courses, certifications, or conferences of your choice.

Work Environment & Culture

Our remote‑first culture blends flexibility with a strong sense of community. You’ll enjoy:

• Weekly virtual team huddles and monthly all‑hands meetings to stay connected and aligned.
• Collaborative digital workspaces (Slack, Teams, Confluence) that foster real‑time communication and knowledge sharing.
• A culture that celebrates wins, embraces feedback, and encourages experimentation and innovation.
• Commitment to work‑life balance, with generous paid time off, flexible scheduling, and a focus on mental and physical well‑being.
• Virtual wellness initiatives, including fitness classes, mindfulness sessions, and mental health resources.
• Inclusive hiring practices and a dedication to building a diverse workforce that reflects the communities we serve.

Compensation & Benefits

We offer a competitive salary range of USD 39,520 – 43,680 per year, commensurate with experience and qualifications. In addition to your base pay, you’ll receive:

• 401(k) plan with company matching to help you build a secure financial future.
• Generous paid time off (PTO) and holidays to recharge and spend time with loved ones.
• Tuition reimbursement program to support your ongoing education and skill development.
• Comprehensive health, dental, and vision insurance plans.
• Generous parental leave policy for new parents.
• Employee wellness initiatives, including virtual fitness classes and mental health resources.
• Flexible work hours and a fully remote work setup.
• Annual performance bonus potential based on company and individual metrics.

How to Apply

If you’re ready to bring your expertise to a forward‑thinking organization that values innovation, collaboration, and customer success, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.