Strategic Director of Customer Support & AI‑Powered Service Excellence – Leading High‑Performance Teams in Digital Health & Virtual Care

About brighthush

brighthush is at the forefront of redefining the healthcare experience. By combining cutting‑edge technology with a patient‑centric philosophy, we empower leading health organizations to deliver seamless, high‑quality virtual care at scale. Our platform unites an intuitive consumer interface, a nationwide network of board‑certified clinicians, and data‑driven insights that drive engagement, loyalty, and measurable ROI. Whether you’re a clinician, a health insurer, or a corporate wellness program, brighthush provides the tools and expertise to transform the way care is delivered and experienced.

About the Role

As the Strategic Director of Customer Support & AI‑Powered Service Excellence, you will be the catalyst that elevates our support organization to new heights. You will architect a future‑ready support ecosystem that blends human empathy with intelligent automation, ensuring that every patient and partner interaction is swift, accurate, and memorable. Your leadership will directly influence patient satisfaction, operational efficiency, and the overall success of brighthush’s virtual care platform.

Key Responsibilities

• Lead and Inspire: Build, mentor, and scale a high‑performing customer support team that embodies brighthush’s values of compassion, innovation, and excellence.
• Strategic Vision: Design and execute a comprehensive support strategy that aligns with corporate goals, drives growth, and positions brighthush as the industry benchmark for service quality.
• Process Optimization: Continuously evaluate support workflows, eliminate bottlenecks, and implement best practices that reduce resolution time, improve first‑response rates, and increase contact deflection.
• AI & Automation Leadership: Spearhead the adoption of AI‑powered tools—chatbots, virtual agents, intelligent ticket routing, and agent‑assist copilots—to streamline operations and enhance first‑contact resolution.
• Patient NPS Champion: Own the Patient Net Promoter Score as a core metric, identify friction points, and design AI‑enabled interventions that systematically boost satisfaction and loyalty.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Data, Clinical, and Network Operations to pilot, evaluate, and scale AI/automation solutions while ensuring HIPAA compliance and data security.
• Measurement & Reporting: Build a robust measurement framework that links AI initiatives to concrete KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report ROI to the executive team.
• Change Management: Champion training and change programs that enable the support team to adopt new technologies, balancing automation with the human touch required for sensitive patient interactions.
• Customer Insight: Capture and analyze customer feedback to inform product development, enhance user experience, and drive continuous improvement.
• Team Development: Recruit, train, and retain top talent; foster a culture of learning, collaboration, and accountability.
• Executive Reporting: Provide regular updates to senior leadership on support performance, AI/automation progress, and strategic initiatives.

Essential Qualifications

• 10+ years of progressive experience in client success or customer support, with a strong preference for roles in digital health, SaaS, or virtual care.
• 5+ years of proven leadership in managing high‑performing support teams.
• Deep expertise with CX platforms (e.g., Zendesk, Freshdesk, ServiceNow) and a track record of leveraging data and technology to improve KPIs.
• Hands‑on experience deploying AI‑powered support solutions—conversational AI, automated ticket routing, and agent‑assist platforms.
• Strong analytical mindset with the ability to translate data into actionable insights and strategic plans.
• Excellent communication, stakeholder management, and interpersonal skills.
• Demonstrated ability to drive continuous improvement and implement industry best practices.
• Up‑to‑date knowledge of customer support trends, virtual care delivery, and AI applications.

Preferred Qualifications

• Experience in a fast‑paced, high‑growth startup environment.
• Background in healthcare operations or clinical support.
• Certifications in project management (PMP, Scrum) or data analytics.
• Fluency in multiple languages to support a diverse patient base.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• AI & Automation Expertise
• Customer Experience Design
• Change Management & Training
• Cross‑Functional Collaboration
• Performance Coaching & Talent Development
• Compliance & Security Awareness (HIPAA, GDPR)

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our technology. As Director, you will:

• Shape the future of customer support across a rapidly expanding product portfolio.
• Collaborate with senior leaders to influence product strategy and market positioning.
• Lead cross‑departmental initiatives that drive company‑wide innovation.
• Access continuous learning resources, including industry conferences, AI workshops, and leadership development programs.
• Earn equity and participate in a performance‑based bonus structure that rewards your impact.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on patient outcomes. You’ll find:

• A flat hierarchy that encourages open dialogue and rapid decision‑making.
• Remote‑first flexibility with optional on‑site hubs for collaboration.
• Inclusive hiring practices that celebrate diverse perspectives.
• Regular hackathons, innovation sprints, and knowledge‑sharing sessions.
• A commitment to mental health and well‑being through comprehensive wellness programs.

Compensation & Benefits

Competitive base salary range: $126,000 – $179,300, plus performance bonus and equity. In addition, brighthush offers a robust benefits package:

• Medical, Dental, and Vision coverage
• Life, Short‑Term, and Long‑Term Disability insurance
• 401(k) plan with company match
• Flexible Paid Time Off (PTO) and paid parental leave
• Stock options and equity participation
• Wellness stipend, mental health resources, and employee assistance programs
• Professional development budget and tuition reimbursement
• Regular team‑building events and community service opportunities

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage women, people of color, LGBTQ+ individuals, and other underrepresented groups to apply—even if you don’t meet every single qualification listed.

Ready to Make an Impact?

If you are a visionary leader who thrives on solving complex problems, driving measurable results, and building high‑impact teams, we want to hear from you. Join brighthush and help shape the future of virtual care—one patient interaction at a time.