Senior Multichannel Customer Support Specialist – Driving Service Excellence, Customer Experience Leadership, Continuous Improvement, and Innovation in Connected Health at brighthush

About brighthush

brighthush is more than a company; it is a global movement that is redefining the future of health and wellness. By fusing cutting‑edge textile science with continuous monitoring and AI‑driven insights, we transform everyday fabrics into powerful health companions. Our mission is simple yet transformative: Live Younger, Longer. We shift the conversation from reactive, episodic care to proactive, preventive health management, empowering individuals, families, and clinicians to make smarter, data‑backed decisions that extend life expectancy and elevate quality of life.

With a multidisciplinary research and development engine that spans biometrics, computing, and clinical science, brighthush has pioneered a platform that seamlessly integrates into everyday life. From cardiovascular health and stress management to sleep optimization and beyond, our connected textiles and continuous monitoring technology bring the future of health into the present.

Our global vision is to collaborate with healthcare systems, research institutions, and industry partners to set a new standard in connected health. We are not just improving care; we are fundamentally redefining the relationship people have with their health, shifting the focus from sick care to lifelong wellness.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping the healthcare landscape. You’ll work alongside leading clinicians, technologists, and innovators to create real‑world, life‑changing impact. Your role will directly influence patient journeys and care models, ensuring that our technology delivers tangible benefits to users worldwide. We value curiosity, collaboration, and a relentless pursuit of excellence—qualities that will thrive in our dynamic, remote‑first environment.

Key Responsibilities

• Handle inbound customer interactions—calls, emails, chat, and social media—ensuring every query and issue is addressed promptly and professionally.
• Track, document, and analyze customer interactions, transactions, feedback, and complaints using our CRM and help‑desk systems.
• Identify patterns and escalation‑worthy issues, collaborating with cross‑functional teams to drive continuous improvement.
• Act as a customer advocate, providing insights that shape product enhancements and service delivery.
• Deliver a remarkable customer experience by embodying positivity, empathy, and a solution‑oriented mindset.
• Achieve and exceed customer experience KPIs, including SLA adherence, CSAT scores, and NPS targets.
• Participate in ongoing training and knowledge sharing to stay current with product updates, industry trends, and best practices.
• Mentor junior team members, sharing expertise and fostering a culture of continuous learning.
• Contribute to the development of knowledge base articles, FAQs, and self‑service resources to empower customers.
• Collaborate with product, engineering, and marketing teams to relay customer feedback and champion user‑centric design.

Essential Qualifications

• Minimum of 3 years’ experience in a customer experience or support role, preferably in a tech or health‑tech environment.
• Proficiency with help‑desk solutions such as brighthush, brighthush, or similar platforms.
• Strong organizational and time‑management skills, with the ability to handle multiple priorities in a fast‑paced environment.
• Excellent oral and written communication skills in English, with a clear, concise, and friendly tone.
• Experience working with CRM systems and data analytics tools.
• Goal‑oriented, self‑motivated team player who thrives both independently and collaboratively.
• Positive attitude toward clients, customers, and peers, with a genuine passion for service excellence.
• Basic understanding of healthcare terminology and patient journey mapping.

Preferred Qualifications

• Background in healthcare, medical devices, or connected health solutions.
• Experience with AI‑driven analytics or data‑centric customer support.
• Knowledge of regulatory standards such as HIPAA, GDPR, or ISO 27001.
• Multilingual capabilities to support a global customer base.
• Previous experience in a startup or high‑growth environment.
• Certifications in customer experience, data analytics, or healthcare compliance.

Skills & Competencies

• Exceptional problem‑solving skills, with the ability to think critically and adapt quickly.
• Strong interpersonal skills, capable of building rapport with customers and internal stakeholders.
• Proficiency in using data to drive decisions—analyzing metrics, spotting trends, and recommending actionable improvements.
• Tech‑savvy mindset, comfortable navigating multiple software platforms and learning new tools rapidly.
• Resilience under pressure, maintaining composure and professionalism during high‑volume periods.
• Commitment to continuous learning, staying abreast of industry developments and emerging technologies.
• Strong sense of ownership and accountability, ensuring follow‑through on commitments.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Senior Multichannel Customer Support Specialist, you’ll have the chance to:

• Advance to senior or lead support roles, overseeing teams and shaping support strategy.
• Transition into product management, quality assurance, or customer success, leveraging your deep customer insights.
• Participate in cross‑functional projects that influence product roadmap and innovation.
• Access continuous learning programs, including certifications in customer experience, data analytics, and healthcare compliance.
• Mentor and coach junior team members, building a high‑performing support culture.
• Attend industry conferences, hackathons, and workshops to stay at the forefront of connected health.

Work Environment & Culture

brighthush thrives on a culture of collaboration, curiosity, and impact. Our team is diverse, inclusive, and driven by a shared purpose to make health accessible and proactive. You’ll find:

• A flat hierarchy that encourages open communication and idea sharing.
• Remote‑first work model with flexible hours, allowing you to balance professional and personal commitments.
• Regular hackathons, innovation labs, and wellness initiatives that keep the energy high.
• Transparent decision‑making processes, where every voice matters.
• Commitment to mental and physical well‑being, with resources such as mindfulness sessions, fitness reimbursements, and health‑tech perks.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.

Compensation, Perks & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for senior support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Equity or stock‑option plans, giving you a stake in the company’s future success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness benefits such as gym memberships, meditation apps, and ergonomic equipment.
• Employee referral bonuses and recognition programs.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑moving environment, and want to help shape the future of connected health, we would love to hear from you. Submit your application through the link below and join us in making wellness a reality for millions around the globe.

Apply for this job

We look forward to welcoming you to the brighthush family, where your expertise will help us create healthier, happier lives for people everywhere.