Remote Customer Support Specialist – Multi‑Channel Therapist & Patient Assistance, Flexible Hours, Competitive Compensation – Join brighthush

About brighthush

brighthush is not just a company; it’s a movement in the digital health space. We harness cutting‑edge technology to create a seamless, secure, and intuitive platform that connects therapists and patients worldwide. Our mission is simple yet powerful: democratize mental health care by making high‑quality therapy accessible, affordable, and engaging for everyone. With a diverse, passionate team and a culture that celebrates curiosity, empathy, and innovation, brighthush is reshaping how people experience mental wellness—one conversation at a time.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the heartbeat of a thriving digital health service. As a Remote Customer Support Specialist, you will be the friendly, knowledgeable voice that guides therapists and patients through their daily interactions, ensuring they feel heard, supported, and empowered. If you thrive in a fast‑paced, collaborative environment and love turning challenges into opportunities for growth, brighthush is the place for you.

Key Responsibilities

• Multi‑Channel Support: Handle day‑to‑day inquiries from therapists and patients via SMS, phone, and email, ensuring timely and accurate responses.
• Therapist Success Champion: Provide proactive assistance to therapists, helping them navigate our platform, troubleshoot issues, and optimize their workflow.
• Insightful Feedback Loop: Capture recurring themes and pain points from support tickets, and collaborate with product, engineering, and operations teams to drive continuous improvement.
• Knowledge Base Steward: Author, update, and maintain knowledge articles, FAQs, and canned responses to enhance self‑service options for both therapists and patients.
• Process Optimization: Participate in cross‑functional initiatives to refine support processes, reduce resolution times, and elevate overall customer satisfaction.
• Data‑Driven Reporting: Track key metrics (e.g., response time, ticket volume, CSAT scores) and generate regular reports for leadership.
• Compliance & Security: Adhere to HIPAA guidelines and brighthush’s data privacy policies when handling sensitive information.
• Team Collaboration: Work closely with the Customer Success, Product, and Engineering teams to align on priorities and share best practices.

Essential Qualifications

• High school diploma or equivalent; Bachelor’s degree in Communications, Psychology, or related field preferred.
• Minimum of 2 years of customer support experience in a SaaS or health‑tech environment.
• Proficiency in using help desk software (e.g., Zendesk, Freshdesk) and CRM systems.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities and a customer‑first mindset.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Experience working remotely with a self‑motivated, disciplined approach.
• Comfortable with HIPAA‑compliant data handling and confidentiality protocols.

Preferred Qualifications

• Prior experience supporting mental health professionals or patient‑facing services.
• Knowledge of telehealth platforms and virtual therapy workflows.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) for reporting purposes.
• Experience in creating and maintaining knowledge bases or internal wikis.
• Background in process improvement methodologies such as Lean or Six Sigma.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Quick learner who can navigate new software and troubleshoot technical issues.
• Customer‑Centricity: Passion for delivering outstanding service and turning feedback into action.
• Collaboration: Ability to work effectively with cross‑functional teams in a virtual setting.
• Adaptability: Comfortable with evolving processes, new tools, and shifting priorities.
• Time Management: Efficiently prioritize tasks to meet SLA targets and maintain high productivity.
• Analytical Thinking: Use data to identify trends, diagnose problems, and recommend solutions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Remote Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training modules covering product updates, compliance, and customer‑experience best practices.
• Mentorship programs pairing you with senior support leaders and cross‑functional experts.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Process Improvement Analyst.
• Annual learning stipend for courses, certifications, or conferences related to health tech, customer experience, or leadership.
• Internal mobility across brighthush’s global teams, enabling you to explore new challenges and broaden your skill set.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, innovation, and inclusivity. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual town halls and Q&A sessions with executive leadership.
• Monthly “Coffee & Connect” virtual meet‑ups to share wins, challenges, and ideas.
• Open‑door policy encouraging feedback and continuous improvement.
• Commitment to work‑life balance with flexible scheduling and unlimited vacation policy.
• Inclusive hiring practices and a diverse workforce that reflects the communities we serve.

Compensation, Perks, and Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company match.
• Wellness stipend covering gym memberships, meditation apps, or mental health resources.
• Technology stipend to equip you with the best tools for remote work.
• Paid parental leave and flexible family‑friendly policies.

How to Apply

If you’re a dedicated, empathetic, and tech‑savvy professional who loves turning complex challenges into simple solutions, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’ll review your application promptly and reach out to schedule a conversation.

Ready to Make an Impact?

Join brighthush and become a pivotal part of a mission‑driven team that is reshaping mental health care for the better. Your voice, expertise, and passion will help therapists and patients thrive in a world where mental wellness is a universal right.

Apply Today and help us create a brighter, healthier future—one conversation at a time.