About brighthush
brighthush is Canada’s premier on‑demand healthcare platform, connecting patients with licensed doctors, nurse practitioners, and specialists through a seamless digital experience. With a mission to democratize access to quality medical care, brighthush leverages cutting‑edge technology to deliver instant, reliable, and compassionate support to millions of users across the country. Our platform is trusted by healthcare providers, insurers, and patients alike, and we are committed to continuous innovation, data‑driven insights, and a culture that values empathy, collaboration, and professional growth.
Why Join brighthush?
At brighthush, you’ll be part of a fast‑growing, mission‑driven organization that is reshaping the future of healthcare. We empower our teams with the latest tools, foster a culture of learning, and celebrate every success—big or small. As a Customer Support Coordinator, you’ll be the frontline of our customer experience, ensuring that every interaction is handled with care, efficiency, and a touch of human warmth.
Key Responsibilities
- Customer Interaction: Respond to inquiries via chat, email, and phone with a friendly, solution‑oriented tone.
- Issue Diagnosis: Troubleshoot platform‑related problems, from login errors to data sync issues, using macOS, Google Workspace, Slack, and AI assistants.
- Escalation Management: Identify complex cases that require deeper technical or medical expertise and route them to the appropriate specialist teams.
- Knowledge Base Contribution: Create, update, and refine FAQ entries, troubleshooting guides, and internal documentation to improve self‑service options.
- Shift Coverage: Work flexible evening, weekend, and holiday shifts to maintain 24/7 support coverage for our nationwide user base.
- Data Accuracy: Log all interactions accurately in our ticketing system (Intercom, Zendesk, Freshdesk) and maintain high data integrity.
- Continuous Improvement: Participate in regular feedback loops, share insights on recurring issues, and help shape product enhancements.
- Compliance & Security: Adhere to privacy regulations (HIPAA, PIPEDA) and internal security protocols, ensuring patient data remains confidential.
Essential Qualifications
- High school diploma or equivalent; a post‑secondary credential in communications, IT, or healthcare is a plus.
- Minimum 1‑year experience in a customer‑facing role, preferably in tech or healthcare support.
- Proficiency with macOS, Google Workspace, Slack, and AI tools such as ChatGPT, Claude, Gemini.
- Strong written and verbal communication skills in English; bilingual (French) is a bonus.
- Excellent problem‑solving skills and the ability to remain calm under pressure.
- Experience with ticketing systems (Intercom, Zendesk, Freshdesk) and CRM platforms.
- Valid Canadian residency and willingness to undergo a criminal record check.
- Availability to work flexible hours, including evenings, weekends, and holidays.
Preferred Qualifications
- Background in healthcare or medical technology support.
- Knowledge of HIPAA or PIPEDA compliance requirements.
- Experience with AI‑powered customer support tools and chatbots.
- Previous remote work experience with a strong track record of self‑management.
- Multilingual capabilities beyond English and French.
Skills & Competencies
- Technical Proficiency: Comfortable navigating multiple software ecosystems and troubleshooting cross‑platform issues.
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users achieve their health goals.
- Analytical Thinking: Ability to dissect problems, identify root causes, and propose actionable solutions.
- Collaboration: Works effectively with product, engineering, and medical teams to resolve complex cases.
- Adaptability: Thrives in a fast‑paced, evolving environment where priorities shift quickly.
- Time Management: Manages multiple tickets simultaneously while maintaining high quality.
Career Growth & Learning Opportunities
At brighthush, we believe that investing in our people is the key to our success. As a Customer Support Coordinator, you’ll have access to:
- Structured onboarding and mentorship programs to accelerate your learning curve.
- Regular training sessions on new platform features, AI tools, and industry best practices.
- Clear career pathways: from Support Specialist to Team Lead, and eventually to Product or Operations roles.
- Cross‑functional projects that allow you to collaborate with engineering, data science, and marketing teams.
- Annual performance reviews with actionable feedback and personalized development plans.
Work Environment & Culture
brighthush is a fully remote, Canada‑wide organization that values flexibility, diversity, and inclusion. Our culture is built on:
- Open Communication: Transparent channels for feedback, ideas, and concerns.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on mental well‑being.
- Innovation: A culture that encourages experimentation, learning from failure, and celebrating successes.
- Community Impact: Every team member contributes to a larger mission of improving access to healthcare.
- Recognition: Regular shout‑outs, spot bonuses, and team celebrations for milestones.
Compensation & Benefits
We offer a competitive salary range of CAD 40,248 – 43,160 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:
- Generous paid time off (PTO) and flexible holiday scheduling.
- A retirement savings plan with employer matching.
- Health, dental, and vision insurance packages.
- Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
- Professional development budget for courses, certifications, and conferences.
- Employee referral bonuses and quarterly team‑building events.
How to Apply
If you’re passionate about delivering exceptional customer experiences, thrive in a dynamic environment, and want to make a real difference in people’s lives, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team today!
Join brighthush – Where Compassion Meets Technology
At brighthush, we’re not just building a platform; we’re building a healthier future for Canadians. Your role as a Customer Support Coordinator will be pivotal in ensuring that every patient, provider, and partner receives the support they need, when they need it. Embrace the challenge, grow your career, and help us transform the way healthcare is delivered across Canada.
Apply for this job