Senior Technical Support Specialist – AI‑Driven Customer Experience, Insight Generation & Product Strategy Lead at brighthush

About brighthush

brighthush is a pioneering SaaS platform dedicated to empowering independent primary‑care physicians with technology that feels like a natural extension of their clinical expertise. By blending cloud‑based infrastructure, advanced data analytics, and cutting‑edge artificial intelligence, brighthush helps clinicians streamline administrative workflows, improve patient outcomes, and deliver a truly patient‑centric experience. Our vision is bold: to make independent primary‑care practices thrive in a digital world while preserving the human touch that defines quality health care.

In the rapidly evolving health‑tech landscape, the expectations of clinicians and patients alike are shifting. They demand faster response times, predictive insights, and seamless interactions across every touchpoint. At brighthush, we are redefining what customer support looks like by moving beyond the traditional ticket‑centric model. AI now handles routine inquiries, while seasoned support professionals focus on high‑impact, complex challenges and on shaping the AI itself. This hybrid approach creates a virtuous cycle—every human interaction informs smarter automation, and every AI improvement frees our experts to deliver deeper, more strategic value.

Role Overview

As a Senior Technical Support Specialist at brighthush, you will be the catalyst for this transformation. You will not only resolve the most challenging escalations but also design, configure, and continuously improve the AI components that power our support ecosystem. Your work will sit at the intersection of customer experience, AI engineering, and product strategy, making you a critical bridge between frontline support agents, data scientists, product managers, and engineering teams.

This role is ideal for a technically savvy problem‑solver who thrives on turning raw data into actionable insight, loves mentoring teammates, and is eager to influence product direction through a deep understanding of customer pain points.

Key Responsibilities

• Own High‑Impact Escalations – Lead the resolution of complex, high‑visibility cases that require nuanced judgment, empathy, and a deep understanding of brighthush’s platform. Your decisions will directly affect customer satisfaction, retention, and the overall reputation of the brand.
• Design, Build, and Govern AI Quality – Configure AI intents, knowledge‑base articles, and escalation rules within the brighthush stack. Develop lightweight external automations (e.g., scripts, bots) and continuously monitor AI performance metrics to ensure responses meet or exceed customer expectations.
• Pattern Recognition & Insight Synthesis – Dive into support data, identify recurring pain points, and produce formal weekly and monthly insight reports. Partner with Product and Engineering to translate these insights into concrete roadmap items that reduce friction for clinicians.
• Mentor and Coach Associates – Share best practices for AI configuration, data analysis, and insight synthesis. Foster a culture of continuous learning by conducting workshops, creating playbooks, and providing one‑on‑one coaching.
• Process Innovation & Automation – Challenge existing workflows, propose new processes, and ship solutions that proactively prevent issues before they become tickets. Build reusable patterns that can be scaled across the support organization.
• Cross‑Functional Collaboration – Work hand‑in‑hand with Product Development, Engineering, Data Science, and Customer Success to align priorities, validate AI behavior, and ensure seamless delivery of AI‑enhanced support features.
• Metrics Ownership – Define, track, and report on key performance indicators such as ticket volume reduction, AI deflection rate, first‑contact resolution, and customer satisfaction (CSAT) trends.
• Customer Advocacy – Serve as the voice of the customer within internal strategy discussions, ensuring that product decisions are grounded in real‑world clinical needs.

What Success Looks Like in Your First 6 Months

• Delivered 3–5 AI‑driven support solutions (e.g., automated triage bots, knowledge‑base enhancements) that demonstrably reduce manual ticket handling by at least 20 %.
• Established a reliable cadence of synthesized insight reports that Product and Engineering act upon, resulting in measurable improvements to the clinician experience or a noticeable drop in case volume.
• Achieved a quantifiable reduction in ticket volume within your domain by proactively eliminating root causes identified through data analysis.
• Introduced at least two process improvements that streamline escalation handling, shorten resolution time, and raise overall support quality.
• Built AI tools that accelerate both your own work and that of teammates—automating triage, drafting responses, and creating reusable patterns for Associates.
• Mentored at least three Associate teammates on AI configuration and insight synthesis, elevating the overall technical proficiency of the support team.
• Earned recognition from Product and Engineering for delivering customer‑centric insights that directly influence roadmap prioritization.

Professional Qualifications

• 0–4+ years of experience in technical support, implementation, customer‑success operations, embedded data analysis, or AI/automation projects across any industry.
• A concrete portfolio of delivered projects—prompt‑engineered systems, dashboards, automations—with documented outcomes and measurable impact.
• Exceptional customer‑facing communication skills, with a proven ability to build trust and convey complex technical concepts in plain language.
• Strong pattern‑recognition and synthesis capabilities; you can turn raw data into clear, actionable recommendations.
• AI‑native mindset: instinctively look for opportunities to leverage AI tools, treat ambiguity as a chance to innovate, and continuously learn to configure and supervise AI systems.
• Deep desire to drive tangible results for customers, coupled with a high sense of ownership over outcomes.
• Curiosity, analytical rigor, and a natural problem‑solving instinct.
• Commitment to raising the performance bar for teammates—teaching others to build and synthesize, not just modeling it yourself.

Skills & Competencies

• Technical proficiency in AI/ML concepts, natural language processing, and chatbot frameworks (e.g., Dialogflow, Rasa, or custom LLM pipelines).
• Hands‑on experience with data‑visualization tools such as Tableau, Power BI, or Looker, and scripting languages like Python and SQL for data extraction and analysis.
• Strong analytical mindset with the ability to translate data trends into strategic product recommendations.
• Excellent written and verbal communication skills, capable of crafting clear documentation, knowledge‑base articles, and executive‑level presentations.
• Project‑management aptitude—ability to juggle multiple initiatives, set realistic timelines, and deliver on commitments.
• Adaptability and resilience in a fast‑moving, evolving environment; comfort with ambiguity and rapid iteration.
• Team‑player mentality with a collaborative spirit, eager to partner across disciplines and share knowledge.

Career Growth & Learning Opportunities

brighthush believes that professional development is a two‑way street. As you grow, the organization grows with you. In this role you will have clear pathways to advance into senior product, AI‑engineering, or leadership positions.

• Product Management Track – Leverage your deep customer insights to transition into a Product Manager role, shaping the roadmap for the next generation of AI‑enhanced clinician tools.
• AI Engineering Track – Deepen your technical expertise by moving into AI Engineering, where you can design sophisticated machine‑learning pipelines that power the entire support ecosystem.
• Leadership Opportunities – Lead cross‑functional initiatives, manage a growing support team, or head a Center of Excellence for AI‑driven customer experience.
• Continuous Learning – Access unlimited learning stipends for courses, conferences, and certifications. Participate in internal AI workshops, data‑science bootcamps, and leadership development programs.
• Professional Certifications – Earn recognized credentials in AI, data analytics, or product management, fully funded by brighthush.
• Mentorship Network – Pair with senior leaders across the organization for career coaching, skill‑building, and strategic guidance.

Work Environment & Culture

brighthush fosters a culture built on transparency, collaboration, and relentless curiosity. Our remote‑first philosophy means you can work from anywhere while staying tightly connected through weekly stand‑ups, virtual coffee chats, and quarterly hackathons that celebrate innovation.

Key cultural pillars include:

• Diversity & Inclusion – We celebrate a wide range of perspectives, backgrounds, and experiences, believing that diverse teams drive better outcomes for clinicians and patients.
• Innovation Mindset – Experimentation is encouraged; we provide sandbox environments where you can prototype AI solutions without fear of failure.
• Ownership & Autonomy – You are trusted to make decisions, own outcomes, and shape the future of support at brighthush.
• Well‑Being – Comprehensive wellness programs, virtual fitness classes, mental‑health resources, and flexible paid time off support a balanced life.

Compensation, Perks & Benefits

We offer a competitive salary range of $52,500 – $75,000 CAD, commensurate with experience, expertise, and performance. In addition to base pay, you’ll enjoy a robust benefits package designed to support your health, growth, and financial security.

• Medical, dental, and vision coverage for you and eligible dependents.
• Flexible paid time off (PTO) plus generous parental leave.
• Unlimited learning stipend for courses, certifications, and industry conferences.
• Equity options, allowing you to share in brighthush’s long‑term success.
• Annual performance bonuses tied to individual, team, and company goals.
• Wellness initiatives, including virtual fitness classes, meditation sessions, and mental‑health counseling.
• Home‑office allowance to create an ergonomic remote workspace.
• Employee assistance program (EAP) for personal and professional support.

How to Apply

If you are ready to shape the future of AI‑enhanced customer experience at brighthush, we want to hear from you. Please submit your application through the link below and include a cover letter that addresses the following prompts:

1. Describe 2–3 projects you’ve built or shipped that changed a metric or outcome—what you made, who it was for, why it was needed, and the measurable impact.
2. Share a short story about a time your analysis or insight changed a decision made by a colleague or stakeholder.

Click the button below to apply now:

Equal Opportunity Statement

brighthush welcomes individuals from all backgrounds and walks of life. We are proud to be an Equal Opportunity Employer and are dedicated to creating and maintaining a diverse and inclusive work environment. We value individuals with diverse perspectives, including but not limited to race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or expression, national origin, disability, or veteran status. brighthush complies with all applicable national, state, and local laws governing nondiscrimination in employment, as well as work‑authorization and employment‑eligibility verification requirements of the Immigration and Nationality Act (INA). We firmly believe that a strong culture that supports a diverse and inclusive workforce allows us to achieve brighthush’s mission of helping independent primary care thrive.

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