Senior Technical Support Specialist – AI‑Enhanced Customer Experience & Product Insight Lead

About brighthush

brighthush is a trailblazing SaaS platform that empowers primary care physicians to deliver world‑class, patient‑centric care. By harnessing cloud technology, data analytics, and AI, we help clinicians streamline workflows, improve clinical outcomes, and elevate the overall patient experience. Our mission is simple yet ambitious: to make independent primary care thrive through technology that feels like a natural extension of the clinician’s expertise.

We’re on the cusp of a new era in customer support. For the past two decades, support teams have operated on a ticket‑centric model—queues, SLAs, and case closures. At brighthush, we’re moving beyond that paradigm. AI will absorb routine, repetitive inquiries, but the human touch will become even more critical. Your role will be to shape how AI interacts with customers, to identify and eliminate the root causes of support tickets, and to translate customer insights into product and engineering priorities.

Role Overview

As a Senior Technical Support Specialist, you will anchor this transformative shift. You will not only resolve complex escalations but also design the systems that prevent them from occurring in the first place. Your work will sit at the intersection of customer experience, AI engineering, and product strategy. You’ll be the bridge between frontline support, data analytics, and the product roadmap.

Key Responsibilities

• Own High‑Impact Escalations – Handle cases that require seasoned judgment, empathy, and trust‑building. These are the moments where AI cannot safely intervene, and your decisions directly influence customer satisfaction and retention.
• Build and Own AI Quality – Configure AI components within the brighthush stack (intents, knowledge bases, escalation rules). Develop lightweight external automations and continuously monitor AI output quality to ensure it meets or exceeds customer expectations.
• Pattern Recognition & Insight Synthesis – Analyze support data to uncover recurring pain points. Produce formal weekly and monthly insights, and partner with Product and Engineering to translate these insights into actionable roadmap items.
• Mentor and Coach – Guide Associate teammates on AI build practices, data analysis, and synthesis techniques. Foster a culture of continuous learning and improvement.
• Process Innovation – Question default workflows, propose new processes, and ship solutions that reduce case volume by preventing issues before they arise.
• Cross‑Functional Collaboration – Work closely with Product Development, Engineering, Data Science, and Customer Success to align on priorities and ensure seamless delivery of AI‑enhanced support features.

What Success Looks Like in Your First 6 Months

• Shipped 3–5 AI‑driven support solutions that reduce manual ticket handling.
• Established a monthly drumbeat of synthesized insights that Product and Engineering act upon, leading to measurable improvements in customer experience or a drop in case volume.
• Achieved a significant, measurable reduction in case volume within your domain by proactively eliminating root causes.
• Demonstrated a mindset of questioning default workflows, resulting in more efficient processes and higher quality outcomes.
• Built AI tools that accelerate both your own work and that of teammates—automating triage, drafting responses, and creating reusable patterns for Associates.
• Mentored Associate teammates on AI builds and pattern synthesis, elevating the overall skill level of the support team.

Professional Qualifications

• 0–4+ years of experience in Support, Implementation, CS Ops, embedded data analysis, or AI/automation tinkering across any industry.
• A concrete portfolio of delivered projects—prompt‑engineered systems, dashboards, automations—with documented outcomes.
• Strong customer‑facing communication skills and a proven ability to build trust.
• Exceptional pattern recognition and synthesis capabilities.
• AI‑native mindset: first instinct to leverage AI tools, treat ambiguity as an opportunity, and actively 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 and natural problem‑solving instincts.
• Instinct to raise the 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.
• Experience with data visualization tools (Tableau, Power BI, Looker) and scripting languages (Python, SQL).
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills.
• Project management skills—ability to juggle multiple initiatives and deliver on time.
• Adaptability and resilience in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Technical Support Specialist, you will:

• Progress into Product Management or AI Engineering roles, leveraging your deep customer and data insights.
• Lead cross‑functional initiatives that shape the future of our platform.
• Participate in continuous learning programs—AI workshops, data science bootcamps, and leadership training.
• Earn certifications in AI, data analytics, or product management to formalize your expertise.
• Be part of a mentorship network that pairs you with senior leaders across the organization.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first environment empowers you to work from anywhere while staying connected through weekly stand‑ups, hackathons, and virtual coffee chats. We celebrate diversity, encourage curiosity, and reward bold ideas that drive real impact.

Compensation & Benefits

We offer a competitive salary range of $52,500 – $75,000 CAD, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision coverage.
• Flexible paid time off and a generous parental leave policy.
• Unlimited learning stipend for courses, conferences, and certifications.
• Equity options to share in the company’s success.
• Annual performance bonuses tied to team and company goals.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your application through the link below, and include a cover letter that addresses the following:

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 also 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 and IRCA. 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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