Senior Customer Support Specialist

Senior Customer Support Specialist

Brightree is a leading provider of cloud-based software solutions that help post-acute care providers streamline operations and improve patient outcomes. As a Senior Customer Support Specialist, you will play a critical role in delivering an exceptional customer experience by resolving complex issues and serving as a trusted advisor to our clients.

In this role, you will provide consultative support on Brightree's platform, helping customers maximize the value of our solutions. You'll combine technical expertise, problem-solving skills, and a customer-first mindset to drive resolution, build knowledge, and continuously improve the support experience.

Ideal shift is 9am - 6pm ET.

Responsibilities

• Deliver high-quality, consultative support for Brightree applications and related services in a professional, efficient, and customer-focused manner
• Diagnose and resolve a wide range of customer issuesincluding system configuration, product functionality, and defectsvia phone and electronic communication channels
• Investigate and troubleshoot complex issues that may not have standard documented solutions, using critical thinking and creativity
• Create and maintain detailed documentation, including knowledge base articles, issue logs, and resolution steps to support internal teams and customers
• Identify trends or systemic issues that may impact multiple customers and proactively communicate insights, risks, and recommended solutions
• Accurately track and manage all support interactions, ensuring timely follow-up and thorough documentation
• Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively
• Stay current on Brightree product updates, enhancements, and industry trends to provide informed guidance to customers
• Act as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices
• Contribute to continuous process improvements that enhance the overall customer support experience

Qualifications & Experience

• 3+ years of experience in SaaS customer support, application support, or help desk environments supporting external customers
• Strong technical aptitude with the ability to troubleshoot complex issues using a logical, structured approach
• Experience with SQL
• Experience with Brightree software
• Proven ability to manage and resolve challenging customer situations with professionalism and urgency
• Excellent communication, interpersonal, and customer service skills
• Strong attention to detail with the ability to document issues clearly and accurately
• Ability to thrive in a fast-paced, collaborative, and customer-centric environment
• Self-starter with a strong sense of ownership, accountability, and continuous improvement
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Bachelor's degree in Business, Technology, Computer Science, or related field (or equivalent practical experience)
• Experience supporting SaaS platforms or business management software
• Familiarity with healthcare, post-acute care, or related industries
• Experience contributing to or maintaining knowledge base systems
• Experience working in a remote or distributed team environment

We are shaping the future at Brightree, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills.

At Brightree, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $30.91 - $41.21/hr

For remote positions located outside of the US, pay will be determined based the candidate's geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.