Senior Remote Customer Support Agent – Multichannel Therapist & Patient Assistance, Flexible Hours, Competitive Compensation at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven health platform that empowers therapists and patients to connect, collaborate, and thrive. With a mission to democratize mental health care, we provide a seamless, secure, and user‑friendly experience that bridges the gap between providers and those who need help. Our team is built on a foundation of empathy, innovation, and a relentless commitment to quality. As a fully remote organization, we celebrate diversity, flexibility, and the freedom to work from anywhere in the United States.

Why Join brighthush?

• Impactful Work – Every interaction you handle directly supports therapists in delivering effective care and patients in achieving their wellness goals.
• Flexible Schedule – Choose the hours that fit your lifestyle while meeting our service level agreements.
• Competitive Compensation – Earn a base salary that reflects your experience, plus performance bonuses and benefits.
• Growth Opportunities – Advance into senior support roles, team lead positions, or cross‑functional projects such as product development and quality assurance.
• Learning Culture – Access to webinars, mentorship, and a knowledge base that keeps you at the forefront of mental health technology.
• Inclusive Environment – We champion a culture of belonging, where every voice is heard and every idea can shape the future of care.

Key Responsibilities

As a Remote Customer Support Agent at brighthush, you will be the frontline advocate for both therapists and patients. Your day‑to‑day tasks will include:

• Managing a shared inbox and responding to inquiries via SMS, phone, and email with professionalism and empathy.
• Providing timely, accurate assistance to therapists navigating our platform, ensuring they can focus on their patients.
• Collecting, analyzing, and reporting common themes or pain points from therapist feedback to inform product improvements.
• Collaborating with cross‑functional teams—Product, Engineering, Quality Assurance, and Marketing—to drive continuous process enhancements.
• Authoring and maintaining knowledge base articles, canned responses, and best‑practice guides to streamline support workflows.
• Escalating complex issues to senior support staff or relevant departments while keeping stakeholders informed.
• Participating in regular training sessions to stay updated on platform features, industry regulations, and customer service best practices.
• Monitoring service metrics (response time, resolution rate, CSAT scores) and proactively addressing any deviations.
• Ensuring compliance with HIPAA and other privacy regulations when handling sensitive patient and therapist information.

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, preferably in a healthcare or SaaS environment.
• Proficiency in using ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Demonstrated empathy and a patient‑first mindset.
• Self‑motivated, organized, and capable of managing multiple priorities in a remote setting.
• Reliable internet connection, a quiet workspace, and a computer that meets our technical specifications.

Preferred Qualifications

• Experience working with mental health or telehealth platforms.
• Knowledge of HIPAA regulations and data privacy best practices.
• Familiarity with analytics tools (e.g., Google Analytics, Tableau) to track support metrics.
• Previous experience in process improvement or quality assurance initiatives.
• Background in coaching or training others.

Core Skills & Competencies

• Communication Excellence – Clear, concise, and compassionate communication across multiple channels.
• Technical Aptitude – Quick learner of new software, APIs, and troubleshooting tools.
• Customer‑Centric Mindset – Passion for delivering outstanding service and turning challenges into opportunities.
• Collaboration & Teamwork – Ability to work effectively with remote teammates and cross‑departmental stakeholders.
• Adaptability – Comfortable with evolving processes, shifting priorities, and rapid feedback loops.
• Analytical Thinking – Skilled at identifying patterns, extracting insights, and recommending actionable improvements.
• Time Management – Efficiently balance high‑volume inquiries while maintaining quality and compliance.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. Here’s what you can expect:

• Structured onboarding program with mentorship from senior support staff.
• Quarterly skill‑building workshops covering advanced platform features, customer psychology, and industry trends.
• Clear career ladder: from Support Agent → Senior Agent → Team Lead → Manager → Product or Service Design roles.
• Cross‑functional project assignments that expose you to product development, data analytics, and marketing.
• Annual performance reviews with actionable feedback and personalized growth plans.
• Access to an internal knowledge hub, including recorded webinars, whitepapers, and case studies.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and a shared vision for accessible mental health care. You’ll experience:

• Weekly virtual coffee chats and team stand‑ups to foster connection.
• Open‑door communication channels with leadership via Slack and monthly town halls.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Flexible work hours that respect your personal commitments and peak productivity times.
• Annual virtual retreats and optional in‑person meet‑ups for deeper team bonding.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to service metrics and customer satisfaction.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching program to help you plan for the future.
• Paid time off (PTO), sick leave, and a generous parental leave policy.
• Professional development stipend for courses, certifications, or conferences.
• Wellness resources, including mental health counseling and mindfulness apps.
• Equity options for long‑term employees to share in the company’s success.

How to Apply

Ready to make a difference in the lives of therapists and patients while enjoying the flexibility of remote work? Submit your application through our careers portal or click the link below to start the process.

Apply to brighthush Today

Join brighthush – Where Compassion Meets Innovation

At brighthush, we’re not just building a platform; we’re building a community that supports mental well‑being for everyone. If you’re passionate about customer service, eager to learn, and ready to contribute to a mission that matters, we want to hear from you. Your expertise will help shape the future of mental health care and empower countless individuals on their journey to wellness.

Take the next step in your career—apply now and become a vital part of the brighthush family.