About brighthush At brighthush, we’re redefining the future of senior care. Our mission is simple yet profound put the senior first. By combining cutting‑edge technology, compassionate service, and a deep commitment to quality, we empower seniors and their families to navigate the complexities of Medicare, Medicare Advantage, and other health‑plan benefits with confidence and clarity. Our team is a vibrant tapestry of innovators, caregivers, and thought leaders who share a single purpose—transforming the lives of the people we serve. As a fast‑growing, purpose‑driven organization, brighthush offers a unique blend of impact, autonomy, and professional growth. Whether you’re a seasoned writer or an emerging talent, you’ll find a culture that celebrates curiosity, embraces continuous learning, and rewards excellence. We believe that the best ideas come from collaboration, so you’ll work side‑by‑side with product, technology, operations, and customer experience teams to create documentation that truly makes a difference. Role Overview We’re looking for a Senior Remote Customer Experience Technical Writer to join our dynamic team. In this role, you will craft clear, structured work instructions and decision‑based workflows that guide frontline employees through complex customer interactions. Your writing will be the backbone of our CRM and knowledge‑management platforms, ensuring that every call, chat, or email is handled with precision, empathy, and compliance. As a key contributor to our content lifecycle, you will Translate product, system, benefit, and operational requirements into actionable, real‑time guidance. Design and maintain decision trees, branching scenarios, and workflow diagrams that reflect real‑world service scenarios. Collaborate with cross‑functional stakeholders to keep documentation current, accurate, and aligned with regulatory standards. Drive continuous improvement initiatives that enhance first‑call resolution, reduce average handle time, and accelerate onboarding. Key Responsibilities Documentation Creation & Maintenance – Produce task‑based work instructions, process guides, and workflow diagrams that frontline teams can reference instantly during customer interactions. Workflow Design – Build dynamic, decision‑based workflows (e.g., decision trees, branching scenarios) that map complex service paths and support real‑time decision making. Stakeholder Collaboration – Partner with Customer Experience, Product, Technology, and Operations to capture new features, policy updates, and operational changes. Content Governance – Work with Knowledge Management to maintain content taxonomy, tagging, version control, and lifecycle management. Training Integration – Embed documentation into training modules, performance‑support tools, and learning strategies to accelerate employee proficiency. Quality Assurance – Incorporate feedback from quality audits, leadership, and frontline staff to refine and improve documentation. Scalable Knowledge Base Development – Contribute to building a centralized, AI‑ready knowledge base that supports self‑service and knowledge sharing. Process Improvement – Identify gaps, risks, and opportunities for process optimization and document best practices. Regulatory Compliance – Ensure all content meets Medicare, Medicare Advantage, and other regulatory requirements. Project Management – Manage multiple documentation projects simultaneously, meeting deadlines and quality standards. Essential Qualifications 5+ years of experience in technical writing, process documentation, or content management within a complex, regulated environment. Hands‑on experience in Medicare, Medicare Advantage, or a health‑plan setting. Proven track record of creating structured work instructions, workflows, and process documentation for contact‑center or customer‑experience teams. Strong technical writing skills with a focus on clarity, structure, and usability. Proficiency in designing structured workflows, including decision trees and conditional logic. Excellent attention to detail, with the ability to spot inconsistencies, gaps, and potential risks. Deep understanding of customer‑experience workflows and real‑time service environments. Bachelor’s degree in Technical Writing, Communications, English, Business, Information Systems, or a related field. Preferred Qualifications Portfolio showcasing technical writing and workflow‑based documentation. Experience with content‑management platforms such as Confluence, SharePoint, or similar tools. Experience managing multiple projects and deadlines in fast‑paced, high‑volume environments. Knowledge of adult learning principles and instructional‑design concepts. Strong collaboration and stakeholder‑management skills. Problem‑solving and critical‑thinking abilities. Ability to work independently while managing competing priorities. MBA or advanced degree (preferred). Skills & Competencies Exceptional written communication and storytelling ability. Analytical mindset with a knack for translating complex information into simple, actionable steps. Proficiency in diagramming tools (e.g., Lucidchart, Visio) and workflow‑design software. Familiarity with knowledge‑management systems and performance‑support tools. Strong project‑management skills, including planning, prioritization, and stakeholder communication. Adaptability and resilience in a dynamic, evolving environment. Commitment to continuous learning and professional development. Career Growth & Learning Opportunities At brighthush, your career path is designed to evolve with your ambitions. As a Senior Technical Writer, you’ll Lead cross‑functional documentation initiatives that shape the future of senior care. Mentor junior writers and contribute to the development of a high‑performing content team. Take ownership of large‑scale projects, from concept through launch. Explore opportunities in product documentation, knowledge‑management strategy, or instructional design. Participate in industry conferences, webinars, and training programs to stay ahead of emerging trends. Work Environment & Company Culture Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. You’ll enjoy Flexible work hours that respect work‑life balance. Regular virtual team‑building events, knowledge‑sharing sessions, and wellness initiatives. A culture of transparency, inclusivity, and mutual respect. Access to cutting‑edge tools and technology that streamline your workflow. Opportunities to contribute to meaningful projects that directly impact seniors’ lives. Compensation & Benefits While specific figures vary by experience and location, brighthush offers a competitive compensation package that includes Base salary commensurate with experience and market standards. Performance‑based bonuses and equity options. Comprehensive health, dental, and vision insurance. Generous paid time off, including vacation, sick leave, and personal days. Professional development stipend and tuition reimbursement. Retirement savings plan with company match. Wellness programs, mental‑health resources, and employee‑assistance programs. Flexible work‑from‑home stipend and equipment allowance. How to Apply Ready to make a tangible difference in the lives of seniors while advancing your career in technical writing? Click the link below to submit your application, resume, and portfolio (if available). We look forward to learning how your expertise can help brighthush continue to innovate and excel. Apply to this Job Closing Statement At brighthush, you’ll be part of a mission‑driven team that values clarity, compassion, and continuous improvement. If you’re passionate about creating documentation that empowers frontline teams and improves patient outcomes, we want to hear from you. Join us and help shape the future of senior care—one clear, actionable step at a time. Apply for this job