Senior Customer Support Specialist
About The Position
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.
Requirements
- 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)
Nice To Haves
- 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
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 issues—including system configuration, product functionality, and defects—via 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
Benefits
- 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.
- fifteen days Paid Time Off (PTO) in their first year of employment
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver or two weeks of secondary caregiver leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
