Bilingual Customer Advocate – Remote Full‑Time Position Empowering Veterans & Healthcare Communities

About brighthush

brighthush is a purpose‑driven organization dedicated to improving the lives of veterans, their families, and the broader community through exceptional customer service and unwavering support. Founded by veterans, brighthush blends a deep respect for military service with cutting‑edge technology and compassionate care. Our mission is to create a world where every veteran receives the benefits, information, and assistance they deserve—delivered with empathy, professionalism, and efficiency. As a rapidly growing remote‑first company, we attract talent from across the nation who share our commitment to service, integrity, and continuous improvement.

Why This Role Matters

In today’s fast‑paced, digitally connected world, veterans and their families often navigate complex healthcare, insurance, and benefits systems. As a Bilingual Customer Advocate at brighthush, you become the trusted voice that guides them through these challenges. Your fluency in both English and Spanish enables you to break down language barriers, ensuring that every caller feels heard, understood, and empowered. This role isn’t just about answering questions—it’s about delivering a mission‑critical experience that directly impacts the well‑being of those who have served our country.

Key Responsibilities

• Provide high‑quality, bilingual (English/Spanish) customer support via phone, email, and chat for veterans, their families, and healthcare partners.
• Listen actively, diagnose issues, and resolve inquiries related to insurance plans, medical benefits, and technical platform usage with empathy and accuracy.
• Navigate multiple internal systems simultaneously, documenting each interaction in our CRM while maintaining strict confidentiality and data security standards.
• Escalate complex cases to senior specialists or subject‑matter experts, ensuring timely follow‑up and closure.
• Participate in a comprehensive 7‑week onboarding program, mastering brighthush’s policies, tools, and service standards.
• Maintain a professional, courteous tone at all times, reflecting brighthush’s brand values of respect, integrity, and dedication.
• Identify recurring issues and provide feedback to product and operations teams to drive continuous improvement.
• Adhere to schedule commitments, working 8‑hour shifts Monday through Friday within the 8:00 a.m. – 8:00 p.m. EST window.
• Achieve performance metrics such as first‑call resolution, customer satisfaction (CSAT) scores, and average handling time (AHT) while balancing quality and efficiency.
• Stay current on evolving healthcare terminology, benefits plans, and regulatory changes that affect veteran services.

Essential Qualifications

• Education: High school diploma or equivalent; a college degree is preferred but not mandatory.
• Experience: Minimum of 1 year in insurance operations, remote medical or technical support, or a closely related field.
• Bilingual Proficiency: Demonstrated fluency in both English and Spanish, with the ability to communicate complex information clearly in both languages.
• Technical Aptitude: Comfortable navigating web‑based platforms, CRM tools, and Microsoft Office Suite (Outlook, Teams, Word, Excel, OneNote).
• Communication Skills: Excellent active‑listening abilities, strong verbal and written communication, and a calm, empathetic demeanor.
• Organizational Skills: High attention to detail, ability to multitask, and strong time‑management capabilities.
• Professionalism: Ability to maintain a courteous and respectful tone, even in high‑stress situations.
• Eligibility: Ability to pass a pre‑employment drug screening and criminal background check.

Preferred Qualifications & Desirable Experience

• Previous experience in healthcare, insurance, social work, or mental‑health support environments.
• Familiarity with medical terminology, health‑benefit plan structures, and veteran‑specific programs.
• Proven success in high‑volume, remote customer‑service settings, especially handling complex or sensitive cases.
• Experience using ticketing systems, knowledge bases, or other self‑service platforms.
• Demonstrated commitment to veteran causes or community service initiatives.

Core Skills & Competencies

• Problem Solving: Quickly assess situations, identify root causes, and implement effective solutions.
• Empathy & Compassion: Ability to connect with callers on an emotional level, recognizing the unique challenges faced by veterans.
• Adaptability: Thrive in a dynamic, remote environment with evolving processes and technology.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Self‑Motivation: Manage your own schedule, stay focused, and maintain productivity without direct supervision.
• Data Accuracy: Record interactions precisely, ensuring compliance with privacy regulations and internal standards.
• Continuous Learning: Eagerness to acquire new knowledge about benefits programs, industry trends, and best‑practice customer service techniques.

Compensation, Benefits & Perks

brighthush offers a competitive starting wage of $19.00 per hour for bilingual candidates, with performance‑based bonuses and incentive programs that reward excellence. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) retirement plan with company match, paid time off, and paid holidays. In addition, we provide:

• Remote‑work stipend for home office setup (internet, ergonomic accessories, etc.).
• Ongoing professional development opportunities, including certifications and tuition reimbursement.
• Employee assistance program (EAP) focused on mental‑health and wellness.
• Veteran‑focused community events and volunteer initiatives.
• Recognition programs that celebrate milestones and outstanding service.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the impact you make. Starting as a Bilingual Customer Advocate, you can advance to senior specialist roles, team lead positions, or transition into quality assurance, training, or operations management. We invest heavily in continuous learning—offering internal workshops, mentorship programs, and access to industry conferences. Whether you aim to deepen your expertise in veteran benefits, master advanced CRM analytics, or move into strategic leadership, brighthush provides the roadmap and resources to help you achieve your goals.

Work Environment & Culture at brighthush

Our culture is built on the pillars of respect, inclusion, and purpose. As a fully remote organization, we prioritize flexibility while fostering a strong sense of community through virtual town halls, team‑building activities, and regular check‑ins. brighthush’s leadership team, many of whom are veterans themselves, champion an environment where every voice is valued and every employee feels a personal connection to our mission. We celebrate diversity, encourage open dialogue, and maintain a supportive atmosphere where you can thrive both personally and professionally.

Application Process & Next Steps

If you are ready to make a meaningful difference from the comfort of your home, we invite you to apply today. The hiring process includes a brief phone interview, a skills assessment, and the required pre‑employment drug screening and background check. Successful candidates will receive a detailed onboarding schedule, including the 7‑week training program that equips you with everything you need to excel.

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Join brighthush – Where Your Purpose Meets Your Profession

At brighthush, you are not just filling a role—you are joining a community of dedicated professionals who share a common purpose: to serve those who have served us. Your bilingual expertise, compassion, and problem‑solving skills will directly influence the lives of veterans and their families across the nation. Take the next step toward a rewarding career that aligns with your values. Apply now and become a vital part of brighthush’s mission-driven team.