Senior Tier 1 Customer Support Specialist – Diagnostic Healthcare Infrastructure & Data Operations Expert – Championing Global Patient Care Excellence and Data Integrity at brighthush

Introduction

In an era where data drives every clinical decision, the reliability of diagnostic information can mean the difference between timely treatment and missed opportunities. At brighthush, we are building the invisible backbone that turns raw laboratory data into actionable insights, ensuring that every test result reaches the right hands at the right time. If you thrive on solving complex problems, love working with cutting‑edge technology, and want to make a tangible difference in patient care, this role is your next career milestone.

About brighthush

brighthush is a remote‑first, high‑growth company that sits at the intersection of healthcare, data science, and software engineering. Our platform seamlessly connects laboratories, mobile phlebotomy vendors, and healthcare providers, creating a friction‑free flow of lab orders, results, and patient data. By eliminating bottlenecks in the diagnostic journey, we empower clinicians to make faster, more accurate decisions and give patients the confidence to take control of their health. With a team of passionate engineers, product managers, and support specialists, we already serve millions of patients and thousands of labs worldwide. Our mission is simple yet ambitious: harness health data to unlock deeper understanding of human health and disease, making care more personalized, proactive, and affordable.

Why This Role Matters

Every ticket you handle is a direct line to a patient’s health journey. A delayed result can mean a missed diagnosis; a mis‑entered patient detail can lead to medication errors. As the first line of defense for our customers, you will ensure that every lab order, every result, and every data point flows without interruption. Your work will influence patient journeys from onboarding to real‑time troubleshooting, ensuring that every result reaches the right hands at the right time. In short, you will be the guardian of data integrity and the champion of patient safety.

Key Responsibilities

Own Customer Issues from Start to Solution

• Investigate and resolve customer‑reported problems methodically, from “Where are my results?” to complex data sync issues.
• Document root causes and create reproducible steps for future reference.
• Own the entire ticket lifecycle, ensuring timely communication and closure.

Support the Full Customer Journey

• Guide customers through onboarding, configuration, and day‑to‑day usage of our platform.
• Provide proactive check‑ins to prevent issues before they arise.
• Educate customers on best practices and new feature rollouts.

Manage a High‑Volume Operational Queue

• Triage, prioritize, and expedite tickets to ensure the right issue reaches the right team member quickly.
• Maintain a high first‑contact resolution rate while keeping ticket backlog under control.
• Use data analytics to identify recurring pain points and recommend process improvements.

Direct Vendor Coordination

• Communicate with labs, mobile phlebotomy vendors, and other service providers to track results, correct patient details, and drive timely resolution.
• Escalate vendor‑related issues to the appropriate internal team when necessary.
• Maintain strong relationships with external partners to ensure seamless data flow.

Communicate with Clarity and Care

• Write and speak with empathy and precision across tickets, brighthush, and phone calls, especially when situations are messy.
• Translate technical jargon into clear, actionable language for non‑technical stakeholders.
• Document knowledge in a way that future customers and teammates can find answers quickly.

Collaborate Across Teams

• Partner with product, engineering, operations, and customer success to unblock issues swiftly.
• Share insights and feedback that drive product improvements and support process enhancements.
• Participate in cross‑functional meetings to align on priorities and roadmaps.

Build the Knowledge Base

• Document solutions and insights so future customers and teammates can find answers faster.
• Maintain and update FAQs, troubleshooting guides, and best‑practice articles.
• Continuously refine content based on customer feedback and emerging trends.

Essential Qualifications

• 2+ years of support experience in a B2B2C SaaS environment, ideally within a structured support framework.
• Hands‑on problem‑solving: you identify, reproduce, and resolve customer issues, taking full ownership until resolution.
• Comfortable operating in a small or mid‑size company without exhaustive playbooks or documentation.
• Thrives in a busy queue, taking pride in closing tickets efficiently and accurately.
• Calm, empathetic, and precise in both written and verbal communication.
• Proactive in process improvement: when tasks become repetitive, you devise better ways to do them and are excited to leverage AI and other tools to solve problems faster.
• Experience with ticketing systems (e.g., brighthush, brighthush) and collaboration tools (e.g., brighthush, brighthush).
• Comfortable working in a remote‑first environment with a flexible schedule aligned to GMT and EST time zones.

Preferred Qualifications

• Background in healthcare, diagnostics, or medical technology.
• Experience with API integrations or data pipelines.
• Familiarity with compliance standards such as HIPAA or GDPR.
• Knowledge of AI/ML tools for customer support automation.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Strong problem‑solving and critical‑thinking abilities.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team player who collaborates across functional boundaries.
• Self‑motivated with a proactive approach to learning and growth.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career development. As you master the intricacies of our platform, you’ll have the chance to:

• Move into senior support roles or transition into product, engineering, or operations teams.
• Lead initiatives to improve support processes, knowledge base content, or customer onboarding flows.
• Participate in cross‑functional projects that shape the future of diagnostic healthcare infrastructure.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends.
• Earn certifications in customer support, data analytics, or healthcare compliance.

Work Environment & Company Culture

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

• Transparency – Open communication across all levels, with regular town halls and updates.
• Innovation – Encouraging experimentation, especially with AI and automation to streamline support.
• Impact – Every team member’s work directly influences patient care and the broader healthcare ecosystem.
• Diversity & Inclusion – A welcoming environment for people from all backgrounds, with initiatives to promote equity.
• Work‑Life Balance – Flexible schedules, generous PTO, and wellness resources to keep you energized.

Compensation & Perks

• Competitive salary commensurate with location and experience.
• Equity options after 2 years of employment.
• Monthly learning budget of $150 for personal development and productivity tools.
• Monthly wellness budget of $100.
• Flexible, remote‑first working model with a $1,000 stipend for home office equipment.
• Co‑working space budget for those who prefer a physical workspace.
• 36 days of paid time off, including bank holidays.
• Premium healthcare coverage.
• 4% monthly contribution to pension/401k.
• Annual blood test on us.
• Enhanced parental, foster, and adoption leave.

Ready to Make a Difference?

If you’re passionate about leveraging technology to transform diagnostic healthcare and want to be part of a team that delivers real impact to patients worldwide, we encourage you to apply. Join brighthush and help us build the infrastructure that powers the future of health data.

Apply now and become a key player in reshaping how healthcare delivers results, one ticket at a time.