About brighthush
brighthush is a trailblazer in the healthcare technology arena, dedicated to simplifying medication management and elevating patient care through intelligent, AI‑driven solutions. With a legacy spanning 25 years, we empower clinicians, pharmacists, and patients to navigate an increasingly complex health ecosystem with confidence and clarity. Our mission is to blend cutting‑edge technology with human‑centric design, ensuring that every interaction—whether a prescriber’s quick query or a patient’s medication reminder—delivers precision, empathy, and trust.
As a remote‑first organization, brighthush champions flexibility, collaboration, and continuous learning. Our teams are distributed across the United States, working together through robust digital tools, shared knowledge bases, and a culture that values curiosity, accountability, and impact. If you thrive in a dynamic environment where your ideas shape real‑world outcomes, brighthush is the place for you.
Why This Role Matters
At brighthush, the AI Conversation Designer for Customer Support is the linchpin that ensures our AI bots and Help Center content consistently meet the highest standards of quality, relevance, and compliance. You will own the end‑to‑end performance of our customer‑facing AI bot, monitor its health, and drive continuous improvement through data‑driven insights. Your work will directly influence how prescribers and pharmacists interact with our platform, ultimately enhancing patient safety and satisfaction.
Key Responsibilities
- Product Ownership of AI Bot – Treat the iPrescribe and brighthush US AI Bot as a true product, not just a configuration. Own its roadmap, feature set, and performance metrics.
- Performance Monitoring – Continuously track containment rate, escalation triggers, conversation quality, and intent coverage. Use dashboards, alerts, and trend analysis to spot issues before they affect users.
- Root‑Cause Analysis & Fix Implementation – Identify patterns in bot failures and escalations. Translate findings into actionable content updates, intent refinements, or configuration changes, rather than merely reporting incidents.
- Escalation Logic & Routing – Collaborate closely with Zendesk Administration to maintain and evolve escalation rules and routing logic, ensuring seamless handoffs to human agents.
- Stability Benchmarks – Define, track, and proactively flag regressions in bot stability, preventing negative impacts on the prescriber experience.
- Conversation Quality Assurance – Design and manage the QA program for the customer‑facing bot. Set review samples, scoring standards, and cadence. Review conversations to confirm accuracy, brand alignment, and appropriateness for healthcare audiences.
- Issue Tracing & Resolution – Trace quality failures to their source—intent design, content accuracy, or configuration—and route each to the correct fix.
- Trend‑Based Reporting – Present QA findings as trend lines, highlighting recurring failure modes and ensuring they are addressed once.
- Agent‑Facing AI Support – Serve as the technical resource when agent‑facing AI suggestions (e.g., CoPilot, Auto Assist) are inaccurate. Trace root causes and recommend fixes.
- Help Center Accuracy & Structure – Own the accuracy of Help Center content, its structure, and intent overlap between customer‑facing and agent‑facing surfaces.
- Configuration & Adoption Management – Hand diagnostic evidence to the owning workstream, avoiding ticket logging where possible.
- Content Performance View – Own the AI performance view of Help Center content. Identify outdated, missing, or poorly structured articles that degrade answer quality.
- Content Creation & Revision – Author and publish content changes triggered by AI performance, including bot failure remediation, intent coverage gaps, and article restructuring. Use approved AI writing tools while maintaining factual accuracy, product correctness, and brand voice.
- Content Structure Standard – Define and maintain the content structure standard that governs AI suggestion quality. Share this standard with the Learning team to ensure release‑driven articles meet it.
- Search Performance Tracking – Monitor Help Center search performance and no‑result rates. Use these metrics as leading indicators of content gaps and route evidence to Learning.
- Release Impact Review – Review release‑driven article changes for AI performance impact, especially when a fix and a release touch the same article.
- Reporting Framework – Build and maintain a consistent AI performance reporting framework in partnership with the Director of Customer Operations Program Management.
- Operational & Executive Reporting – Deliver regular reports covering bot containment rate, escalation patterns, Help Center search performance, and content gap trends. Feed data into operational dashboards and the Customer Operations executive dashboard.
- Proactive Trend Surfacing – Identify anomalies and improvement opportunities, surface them to stakeholders, and champion data‑driven solutions.
Essential Qualifications
- Zendesk Expertise – Deep, hands‑on knowledge of Zendesk Help Center, Guide structure, macros, triggers, automations, views, routing, and reporting. Be prepared to walk through your own Zendesk configurations.
- AI Writing Proficiency – Demonstrated ability to use AI writing tools to produce accurate, brand‑consistent content for healthcare audiences. Explain how you verify AI‑generated content before publication.
- Conversation & Intent Design – Proven skill in structuring intents, coverage, and dialogue flows that resolve user needs rather than deflect them.
- Zendesk AI Surface Experience – Hands‑on familiarity with at least one Zendesk AI surface (customer bot, agent suggestions, or Help Center content).
- Analytical Mindset – Comfortable working with platform data, identifying patterns, and drawing independent conclusions.
- Strong Written Communication – Ability to produce clear Help Center articles, diagnostic write‑ups, and performance reports.
- Cross‑Functional Influence – Experience collaborating across teams without formal authority, leveraging platform expertise to drive decisions.
- Travel Flexibility – Willingness to travel up to 10% of the time for client sites, conferences, or internal meetings.
- Conversation Design Training (Optional) – Formal training is welcome but not required if you can demonstrate relevant work.
- Healthcare Workflow Knowledge – Working knowledge of prescriber or pharmacy workflows, or prior support experience in a healthcare software environment.
- Escalation & Ticket Analysis – Experience identifying ticket drivers, escalation patterns, or bot conversation gaps in a support environment.
- Zendesk Analytics – Ability to build or interpret dashboards reflecting AI performance metrics.
- Self‑Directed Learning – Proactive pursuit of AI tools and customer service knowledge without prompting.
Preferred Qualifications
- Experience with AI‑driven medication management platforms.
- Knowledge of HIPAA compliance and healthcare data privacy standards.
- Familiarity with other customer support platforms (e.g., Freshdesk, ServiceNow).
- Background in UX writing or content strategy for SaaS products.
- Experience leading cross‑functional projects that span product, engineering, and support.
What You’ll Gain at brighthush
- Career Growth – As the AI Conversation Designer, you’ll be positioned at the intersection of product, engineering, and customer success. Your insights will shape product roadmaps, influence AI strategy, and open doors to leadership roles in AI product management or customer experience.
- Learning & Development – Access to a generous continuing education stipend ($1,500 annually after one year) and a library of courses covering AI, UX writing, data analytics, and healthcare compliance.
- Mentorship & Collaboration – Work alongside seasoned AI engineers, product managers, and healthcare experts. Participate in regular knowledge‑sharing sessions and hackathons.
- Impactful Work – Your contributions directly improve prescriber and pharmacist interactions, enhancing patient safety and satisfaction on a national scale.
- Remote‑First Flexibility – Work from anywhere in the U.S. with a fully supported home‑office setup, flexible hours, and a culture that values results over location.
Work Environment & Culture
brighthush thrives on a culture of transparency, continuous improvement, and mutual respect. We celebrate diverse perspectives and encourage every team member to bring their authentic self to work. Our remote‑first model means you’ll collaborate with colleagues across time zones, using tools like Slack, Zoom, and Confluence to stay connected.
We believe in a healthy work‑life balance. With 18 days of paid time off in the first three years, 7 paid holidays, and generous sick leave, you can recharge and return refreshed. Our Employee Assistance Program offers confidential counseling and resources for personal and professional challenges.
Compensation & Benefits
- Competitive Base Salary – Reflective of market rates for AI conversation design and customer support roles.
- Performance Bonus – Eligible for a discretionary, performance‑based bonus tied to AI bot metrics and customer satisfaction.
- Health & Wellness – Comprehensive medical, dental, and vision insurance plans.
- Retirement – 401(k) eligibility after 3 months, with a 50% company match up to 5% of salary and a 3‑year vesting schedule.
- Health Savings Account – HSA for eligible employees enrolled in a high‑deductible plan, with company contributions up to $500 (individual) or $1,000 (family) annually.
- Insurance Coverage – 100% company‑paid short‑ and long‑term disability, accidental death & dismemberment, and group life insurance.
- Additional Voluntary Benefits – Flexible Spending Accounts, hospital indemnity, accident, and critical illness insurance.
- Remote‑First Perks – Home‑office stipend, tech allowance, and access to a global network of peers.
How to Apply
If you’re ready to shape the future of AI‑driven customer support in healthcare, we’d love to hear from you. Bring your passion for data, your knack for conversation design, and your commitment to quality. Apply today and join brighthush in making medication management smarter, safer, and more accessible for everyone.
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