Customer Support Specialist - Quality at Brightseed

Peachtree Corners, Georgia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, TechnologyIndustries

Requirements

Minimum 3 years working in SaaS customer service, or call center environment with interactions with customers
Experience in HME, Home health or healthcare industry
Knowledge of customer support best practices
Proven track record of analytical skills
Proven ability to work independently
Ability to work in fast paced, collaborative, customer-focused environment
Possess a passion for customer service and exceeding goals
Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
Must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision
Must have a great attitude, be willing to learn and increasingly strive to improve
Experience working in a remote environment
5+ years working in SaaS customer Service
Bachelor’s degree in business, healthcare, technology, or relevant field
Experience with Salesforce
Detail-oriented, results-driven and focused on meeting the customer’s needs
Strong understanding of the complex tasks within the support representative job function
Thorough knowledge of all company policies, especially those that affect call-taking metrics or performance standards

Responsibilities

Maintain Support quality standards
Monitor and review inbound and outbound calls, email, chat and social media responses against the Company’s support quality standards
Identify and address potential customer interaction issues
Provide positive feedback when applicable to acknowledge and reward the behavior
Contribute to the team culture in a positive manner
Be an advocate for the customer and for the team
Be an ally of the support representatives, a partner committed to supporting them and helping them succeed
Contribute to a culture where goals are attainable, and targets are met
Monitor and drive performance of the team
Assist with escalated issues and provide direction
Other tasks and responsibilities as assigned
Occasional travel

Skills

Key technologies and capabilities for this role

Quality AssuranceCall MonitoringEmail AuditingChat ReviewSocial Media MonitoringPerformance AnalysisCustomer FeedbackPolicy ComplianceEscalation Handling

Questions & Answers

Common questions about this position

What experience is required for the Customer Support Specialist - Quality role?

Minimum 3 years working in SaaS customer service or call center environment with customer interactions is required, along with experience in HME, home health or healthcare industry, knowledge of customer support best practices, and proven analytical skills.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position, or is there an office requirement?

This information is not specified in the job description.

What is the company culture like at Brightree?

The culture emphasizes collaboration, customer focus, growth and improvement across all levels, positive team contributions, and supporting representatives to succeed while meeting attainable goals.

What makes a strong candidate for this Quality Assurance Analyst role?

Strong candidates are detail-oriented, results-driven, customer-focused, with strong interpersonal and communication skills, ability to work independently in a fast-paced collaborative environment, and proficiency in Microsoft Office Suite.

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

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