Senior Multichannel Customer Support Specialist – AI‑Powered SaaS Support & Client Success Champion for Remote‑First Global Healthcare Compliance Solutions at brighthush

About brighthush and the Future of Healthcare Workforce Compliance

brighthush is a trailblazing technology company that is redefining how healthcare professionals, employers, and regulators collaborate to maintain a safe, compliant, and efficient workforce. With more than two decades of experience, brighthush delivers cutting‑edge software solutions that streamline compliance, reduce risk, and empower millions of users across the industry. Our mission is simple: to simplify complex compliance processes so that healthcare providers can focus on what they do best—caring for patients.

As a remote‑first, globally distributed organization, brighthush embraces a culture of innovation, collaboration, and continuous learning. We are proud to be recognized as a top workplace, earning accolades such as brighthush’s 2025 Best Places to Work and the Silver brighthush Award for Great Employers. Whether you’re based in the United States, Latin America, or anywhere in the world, you’ll find a supportive community that values diversity, inclusion, and personal growth.

Why Join the brighthush Customer Support Team?

Our Customer Support team is the human face of brighthush’s technology. You’ll be the first point of contact for thousands of users who rely on our solutions—brighthush’s CE Broker for continuing education tracking and brighthush’s EverCheck for license verification—to stay compliant and licensed. In this high‑volume, fast‑paced role, you’ll blend empathy, technical acumen, and AI‑powered tools to deliver world‑class support.

Key reasons to apply:

• Work remotely from anywhere in the world with a flexible schedule.
• Collaborate with a diverse, global team of experts.
• Shape the future of AI‑enhanced customer support.
• Enjoy a comprehensive benefits package that includes health insurance, generous PTO, 401(k) matching, and unique wellness perks.
• Advance your career through continuous learning, mentorship, and clear promotion paths.
• Be part of a company that invests heavily in employee well‑being and professional growth.

Key Responsibilities

As a Senior Customer Support Specialist, you will:

• Deliver high‑volume, multichannel support: Handle inbound inquiries via phone, chat, and email, ensuring a seamless experience across all touchpoints.
• Maintain exceptional efficiency and quality: Resolve 6–8 cases per hour while consistently achieving high customer satisfaction scores.
• Leverage AI‑supported workflows: Work alongside AI agents that triage initial requests, stepping in for complex conversations and ensuring complete, accurate resolutions.
• Diagnose and troubleshoot software issues: Identify bugs, navigation problems, and configuration errors, becoming an expert on brighthush’s platforms.
• Educate customers: Guide users through account options, feature usage, and best practices—whether they’re healthcare professionals using CE Broker or employers using EverCheck.
• Collect and share customer feedback: Relay recurring issues and product improvement ideas to product and engineering teams.
• Contribute to knowledge base enhancement: Collaborate with the team to refine internal documentation, FAQs, and self‑service resources.
• Participate in continuous improvement initiatives: Identify process bottlenecks and propose solutions that enhance support efficiency and customer experience.
• Mentor junior team members: Share best practices, provide coaching, and help new hires acclimate to the support environment.
• Analyze performance metrics: Use data analytics tools to track key performance indicators, identify trends, and recommend actionable insights.

Essential Qualifications

• Minimum 2 years of experience in a contact center or customer support role, preferably within a SaaS environment.
• Proficiency with brighthush or a comparable help‑desk platform, including the use of macros, ticket routing, and reporting.
• Strong written and verbal communication skills in English; Spanish fluency is a significant plus.
• Demonstrated ability to learn new software quickly and adapt to evolving tools.
• Comfortable working with AI‑powered support tools and a passion for shaping their integration.
• Associate’s degree or higher preferred; any additional certifications in customer service or technical support are advantageous.
• Experience with remote collaboration tools such as Slack, Teams, or Zoom.
• Strong organizational skills and the ability to manage multiple priorities in a fast‑moving environment.

Preferred Qualifications

• Experience supporting healthcare‑specific SaaS products or compliance platforms.
• Knowledge of healthcare regulations, licensing, and continuing education requirements.
• Background in troubleshooting web‑based applications, APIs, and integration points.
• Experience with data analytics tools (e.g., Tableau, Power BI) to analyze support metrics.
• Prior exposure to remote work environments and asynchronous communication tools.
• Certifications such as ITIL, CSCS, or similar customer support credentials.

Skills & Competencies

• Customer‑centric mindset: Empathy, patience, and a genuine desire to help users succeed.
• Problem‑solving: Analytical thinking, root‑cause analysis, and creative solution development.
• Technical aptitude: Comfortable navigating dashboards, interpreting logs, and using diagnostic tools.
• Time management: Ability to juggle multiple cases, prioritize tasks, and meet performance KPIs.
• Collaboration: Works effectively with cross‑functional teams—product, engineering, sales, and marketing.
• Adaptability: Thrives in a fast‑changing environment, embraces new processes, and remains calm under pressure.
• Communication: Clear, concise, and professional in both written and verbal interactions.
• Data‑driven mindset: Comfortable interpreting metrics and using data to inform decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the support you provide. As a Senior Customer Support Specialist, you will:

• Progress to a Lead or Manager role within the Customer Support organization, overseeing teams and shaping support strategy.
• Transition into Product Support, Quality Assurance, or Customer Success, leveraging your deep product knowledge.
• Participate in our Professional Development Allowance, which covers courses, certifications, and conferences that align with your career goals.
• Engage in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Access internal learning platforms, including webinars, workshops, and peer‑to‑peer training sessions.
• Take advantage of cross‑departmental shadowing to broaden your skill set and network within the organization.
• Receive quarterly performance reviews that include personalized development plans and clear promotion criteria.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:

• Asynchronous communication: We rely on tools like brighthush, brighthush, and email to keep everyone aligned, allowing you to work at your own rhythm.
• Inclusive diversity: We celebrate a wide range of backgrounds, perspectives, and experiences, ensuring every voice is heard.
• Community engagement: From virtual coffee chats to global hackathons, we create opportunities for connection and creativity.
• Work‑life balance: With flexible scheduling and generous paid time off, you can pursue personal passions while delivering exceptional support.
• Continuous learning culture: We encourage curiosity, provide learning resources, and reward innovative ideas that improve our products and processes.
• Recognition and celebration: We celebrate milestones, achievements, and personal moments through virtual events, shout‑outs, and team celebrations.

Compensation, Perks, and Benefits

While specific salary ranges may vary by location, we offer competitive compensation packages that include:

• Base Salary: Market‑competitive, commensurate with experience.
• Health & Wellness: 100% coverage of employee medical premiums, with affordable options for dependents. Dental and vision plans also offer full coverage for employees.
• Retirement: 401(k) plan with company matching and financial planning resources.
• Paid Time Off: Generous PTO accrual—20 days for 0–4 years, 25 days for 5–9 years, and 30 days for 10+ years—plus 14 paid holidays, a floating holiday, a birthday holiday, and 16 hours of volunteer time off.
• Lifestyle Spending Account (LSA): Annual allowance for gym memberships, meditation apps, home office upgrades, or fresh produce.
• Employee Assistance Program: 24/7/365 support for mental health, legal, financial, and family care referrals.
• Fertility & Hormonal Support: Inclusive benefits with funds toward eligible care.
• Beyond Med & Spot Pet Insurance: Access to discounted elective care and pet insurance for emergencies.
• Remote‑First Flexibility: Work from anywhere with a dedicated workspace and reliable internet (minimum 50 Mbps download, 10 Mbps upload).
• Professional Development Allowance: Annual budget for courses, certifications, and conferences.
• Team Celebrations & Recognition: Sponsored trips for high‑performing teams, virtual happy hours, and peer‑recognition programs.
• Technology Stipend: Monthly allowance to equip your home office with the latest hardware and software.
• Wellness Programs: Access to mindfulness apps, virtual fitness classes, and health challenges.

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑moving SaaS environment, and want to shape the future of AI‑enhanced support, we want to hear from you. Join brighthush and help us empower healthcare professionals and organizations worldwide to stay compliant, efficient, and focused on patient care.

Apply today and become a vital part of a company that values innovation, diversity, and your personal growth.