Senior Remote Customer Support Specialist – Multi‑Channel Therapist & Patient Assistance Lead – Flexible Hours, Competitive Pay, Accelerated Career Growth at brighthush

About brighthush

brighthush is more than a digital health platform; it is a movement that reimagines how mental health care is delivered across the United States. By blending cutting‑edge technology with an unwavering commitment to empathy, we empower licensed therapists to connect with patients in a seamless, secure, and scalable environment. Our suite of tools—ranging from secure video conferencing and automated scheduling to real‑time analytics—streamlines every step of the therapeutic journey, allowing clinicians to focus on what matters most: healing and growth.

Founded on the belief that quality mental health care should be accessible to everyone, brighthush has evolved from a small startup into a national leader in tele‑therapy solutions. We are guided by four core principles: Innovation, Integrity, Impact, and Inclusivity. These values shape our products, our culture, and the way we serve our community of therapists and patients.

In a world where technology is reshaping every industry, the mental health sector stands out for its profound impact on individual well‑being and societal resilience. At brighthush, we are at the forefront of this transformation, creating a platform that not only connects people but also provides the data, insights, and support necessary to make therapy more effective, efficient, and equitable.

The Opportunity

As a Senior Remote Customer Support Specialist, you will be the frontline advocate for our therapist community and the patients they serve. Your role is pivotal in ensuring that every user—whether a seasoned clinician or a first‑time patient—experiences the brighthush platform with confidence and ease. You will manage day‑to‑day inquiries, troubleshoot technical and procedural issues, and act as a bridge between our users and cross‑functional teams. Your insights will shape product improvements, elevate user satisfaction, and help us maintain the high standards that define brighthush.

In this role, you will not only provide support but also become a trusted partner in the therapeutic journey, helping to remove barriers to care and ensuring that technology enhances, rather than hinders, the human connection at the heart of mental health treatment.

Key Responsibilities

• Multi‑Channel Support: Respond to therapist and patient inquiries via shared mailbox, SMS, phone, and email, ensuring timely and accurate resolution.
• Therapist Success Champion: Provide proactive guidance to therapists, helping them navigate the platform, optimize their practice, and achieve their treatment goals.
• Feedback Loop: Capture recurring themes, pain points, and suggestions from users, and collaborate with product, engineering, and marketing teams to drive continuous improvement.
• Knowledge Base Steward: Create, update, and maintain knowledge articles, FAQs, and canned responses to empower users and reduce support volume.
• Process Improvement: Identify bottlenecks in support workflows, propose solutions, and implement best practices to enhance efficiency and quality.
• Data‑Driven Reporting: Track key metrics (resolution time, satisfaction scores, ticket volume) and present insights to leadership.
• Compliance & Security: Adhere to HIPAA guidelines and internal data‑privacy policies when handling sensitive health information.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and Compliance to ensure a unified user experience.
• Mentorship & Training: Mentor junior support agents, share best practices, and contribute to the development of onboarding materials.
• Product Evangelism: Champion new features and updates to users, ensuring they understand and can leverage new capabilities.
• Escalation Management: Act as the first point of escalation for complex issues, coordinating with specialized teams to resolve high‑impact incidents.

Essential Qualifications

• Minimum of 2 years of customer support experience, preferably in a SaaS or digital health environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with help‑desk platforms (e.g., brighthush, brighthush) and CRM tools.
• Demonstrated ability to troubleshoot technical issues and guide users through complex processes.
• Excellent problem‑solving skills and a proactive mindset.
• Experience working in a fully remote, distributed team.
• High level of empathy and a genuine passion for mental health and wellness.
• Strong organizational skills and the ability to manage multiple priorities in a fast‑moving environment.
• Familiarity with data analytics tools and the ability to interpret basic metrics.

Preferred Qualifications

• Background in mental health, counseling, or a related field.
• Experience with telehealth platforms or electronic health record (EHR) systems.
• Knowledge of HIPAA regulations and data‑privacy best practices.
• Previous involvement in user research, usability testing, or product feedback initiatives.
• Strong analytical skills and familiarity with data visualization tools (e.g., brighthush, brighthush).
• Experience leading or contributing to cross‑functional project teams.

Skills & Competencies

• Customer‑Centric Mindset: Ability to put users first and deliver exceptional service.
• Technical Aptitude: Comfortable navigating web applications, mobile interfaces, and basic troubleshooting.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Collaboration: Works effectively with cross‑functional teams (Product, Engineering, Marketing, Compliance).
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote setting.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable insights.
• Leadership Potential: Demonstrates initiative, mentorship, and a willingness to take ownership of projects.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a Customer Support Specialist, you’ll have the chance to:

• Advance into senior support roles, team lead, or product specialist positions.
• Participate in cross‑departmental projects that shape the future of digital mental health.
• Access a robust learning library, including webinars, certifications, and mentorship programs.
• Attend industry conferences and workshops to stay ahead of emerging trends.
• Contribute to internal knowledge sharing sessions, enhancing your visibility and influence.
• Develop specialized expertise in areas such as compliance, data analytics, or product strategy.
• Receive regular performance feedback and career coaching to align your goals with organizational needs.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to improving mental health outcomes. Key highlights include:

• Fully Remote Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your life outside of work.
• Inclusive Community: A diverse team that values different perspectives and experiences.
• Employee Well‑Being: Access to mental health resources, wellness stipends, and regular check‑ins.
• Recognition & Rewards: Regular shout‑outs, spot bonuses, and a culture that celebrates achievements.
• Innovation‑Driven: Opportunities to experiment, propose new ideas, and see them implemented.
• Collaborative Decision‑Making: Open forums and town‑hall meetings where every voice is heard.
• Community Impact: Participation in volunteer initiatives and partnerships with local mental health organizations.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive salary that reflects the value you bring to our mission. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance (including tele‑health coverage).
• 401(k) plan with company match.
• Paid time off, sick leave, and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Flexible work hours and the ability to work from any U.S. location.
• Employee assistance program and mental health support.
• Annual wellness stipend to support physical and mental well‑being.
• Access to a company‑wide learning platform with courses on technology, leadership, and wellness.

Why Join brighthush?

When you join brighthush, you’re not just filling a role—you’re becoming part of a movement that transforms how mental health care is delivered. You’ll:

• Make a tangible impact on therapists’ ability to serve patients.
• Work with cutting‑edge technology that is reshaping the industry.
• Collaborate with a passionate, mission‑driven team that values your voice.
• Grow professionally in a supportive, dynamic environment.
• Be part of a culture that celebrates innovation, empathy, and continuous learning.
• Help shape policies and practices that set new standards for digital mental health.

How to Apply

Ready to bring your expertise to brighthush and help shape the future of digital mental health? Click the link below to submit your application and join our team of dedicated professionals.

Apply to brighthush Today

For more information or to discuss the role directly, feel free to reach out to our recruiting team at [email protected].