About brighthush and the Future of Clinical Research
At brighthush, we are on a mission to accelerate medical discovery and improve patient outcomes worldwide. Our cloud‑based clinical research platform empowers sponsors, contract research organizations (CROs), and academic investigators to design, manage, and analyze studies with unprecedented speed and precision. By eliminating administrative bottlenecks and providing real‑time data insights, we help researchers focus on what matters most: finding the next breakthrough in public health.
Our purpose is simple yet profound: save lives by enabling researchers to conduct better, faster, and more cost‑effective studies. Every interaction you have with a customer is a chance to make that purpose a reality. If you thrive in a fast‑moving, high‑impact environment and love turning complex technical challenges into seamless user experiences, brighthush is the place for you.
Why Join brighthush?
- Impactful Work: Your support will directly influence the success of clinical trials that could bring life‑saving therapies to market.
- Growth & Development: We invest heavily in training, mentorship, and career advancement. From entry‑level support to senior technical roles, your career path is defined by your ambition.
- Collaborative Culture: Our teams span product, engineering, sales, and quality assurance. You’ll collaborate with experts across disciplines, gaining a holistic view of the product lifecycle.
- Work‑Life Balance: Flexible schedules, remote work options, and a focus on well‑being ensure you can excel professionally while staying healthy.
- Competitive Compensation: A base salary of $58,000–$67,000, performance bonuses, and comprehensive benefits.
Key Responsibilities
As a Technical Customer Support Representative, you will be the frontline advocate for our customers. Your day‑to‑day tasks will include:
- Receiving, triaging, and responding to technical support inquiries via phone, email, and chat.
- Managing support cases in our ticketing system, ensuring accurate documentation and timely resolution.
- Prioritizing high‑volume, time‑critical tickets while maintaining a calm, professional demeanor.
- Collaborating with the sales team to provide pre‑ and post‑sales technical assistance, including study setup and data migration.
- Assisting the quality assurance (QA) team with test case execution, defect logging, and regression testing.
- Contributing to knowledge base articles, FAQs, and training materials to empower customers and internal teams.
- Participating in continuous improvement initiatives to streamline support processes and enhance customer satisfaction.
Essential Qualifications
- Bachelor’s degree in a related field or equivalent combination of education and experience.
- Proven experience in phone and email support, preferably in SaaS or clinical research environments.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
- Hands‑on experience with Salesforce, Zendesk, or similar CRM/Helpdesk platforms.
- Familiarity with clinical research terminology (e.g., CRF, e‑CTD, GCP) is a plus.
- Flexibility to work extended hours or shift schedules aligned with the Asia Pacific region when required.
- Demonstrated ability to work independently and as part of a cross‑functional team.
Preferred Qualifications
- Experience with data analytics tools (e.g., Tableau, Power BI) or statistical software (e.g., SAS, R).
- Knowledge of regulatory compliance frameworks such as FDA 21 CFR Part 11, EMA, or ISO 13485.
- Prior exposure to troubleshooting software integrations and API interactions.
- Experience delivering training sessions or creating instructional content.
- Multilingual capabilities, especially in languages spoken in the Asia Pacific region.
Skills & Competencies for Success
- Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
- Analytical Thinking: Ability to diagnose issues quickly, identify root causes, and propose effective solutions.
- Adaptability: Thrive in a dynamic environment with evolving product features and customer needs.
- Collaboration: Work seamlessly with engineering, product, sales, and QA teams.
- Time Management: Prioritize tasks, meet deadlines, and manage multiple concurrent tickets.
- Continuous Learning: Stay updated on industry trends, new product releases, and best practices in support.
Career Growth & Learning Opportunities
At brighthush, we believe that every team member’s growth fuels our collective success. As you master technical support, you’ll have the opportunity to:
- Advance to Senior Technical Support Specialist or Team Lead roles.
- Transition into product management, quality assurance, or engineering, leveraging your deep customer insights.
- Lead cross‑functional projects that shape product roadmap and customer experience.
- Earn certifications in Salesforce, ITIL, or clinical research standards.
- Attend industry conferences, webinars, and workshops to broaden your expertise.
Work Environment & Company Culture
Our culture is built on transparency, innovation, and mutual respect. You’ll experience:
- Weekly company‑wide stand‑ups to share updates, celebrate wins, and align on priorities.
- Open‑door leadership that encourages feedback and ideas from all levels.
- A diverse, inclusive workforce that values different perspectives and backgrounds.
- Flexible work arrangements, including remote options and adjustable hours.
- Regular team‑building events, hackathons, and wellness initiatives.
Compensation, Perks, and Benefits
While the base salary ranges from $58,000 to $67,000 annually, brighthush offers a comprehensive benefits package designed to support your health, well‑being, and professional growth:
- Medical, dental, vision, and life/LTD insurance with 100% coverage of employee premiums.
- 50% coverage of dependent premiums.
- Paid time off (PTO), sick leave, and paid parental leave.
- 401(k) retirement plan with company match.
- Employee wellness program, including gym memberships and mental health resources.
- Professional development stipend for courses, certifications, and conferences.
- Annual performance bonus and spot awards for exceptional contributions.
- Flexible work schedule and remote work options.
Key Metrics & Performance Expectations
We measure success through clear, data‑driven metrics that align with our commitment to customer satisfaction:
- Customer Satisfaction Score (CSAT) > 90%
- First Contact Resolution (FCR) > 25% of cases
- Case resolution within 1 business day for 70% of tickets
- Case resolution within 3 business days for 93% of tickets
- Average workload of 7–10 technical support cases per day
First 30/60/90 Days Roadmap
- Month 1: Onboarding, product training, and handling administrative tickets to learn workflows.
- Month 2: Take on more complex tickets, begin handling live calls, and collaborate with sales on study setup.
- Month 3: Complete onboarding, meet key performance metrics, and start contributing to process improvements.
How to Apply
Ready to make a tangible difference in clinical research? brighthush invites you to apply today and join a team that values innovation, collaboration, and customer success.
Submit your resume and cover letter through our careers portal. We look forward to exploring how your skills and passion can help us accelerate medical breakthroughs.
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