Bilingual Customer Service & Client Success Specialist – Remote Insurance Sales, Relationship Management, and Growth Champion at brighthush

About brighthush – Pioneering Protection with Purpose

brighthush is more than an insurance provider; we are a forward‑thinking community dedicated to protecting the dreams, health, and financial futures of families across the United States. For over a decade, we have combined cutting‑edge technology with a people‑first philosophy to deliver life, health, vision, and retirement solutions that are both affordable and personalized. Our rapid growth, industry accolades, and consistently high customer‑satisfaction scores are a testament to a culture that values curiosity, collaboration, and continuous improvement.

At brighthush, every employee is empowered to make a meaningful impact. Whether you are just beginning your professional journey or you bring years of expertise, you will find mentorship, robust training programs, and a supportive network that encourages you to stretch your abilities and achieve your career aspirations.

Why This Role Is a Game‑Changer for Your Career

As the first point of contact for our clients, you will be the heartbeat of the brighthush experience. Your bilingual fluency in English and Spanish will open doors to new markets, deepen trust with multicultural families, and directly influence client retention, satisfaction, and revenue growth. This position blends the art of empathetic service with the science of data‑driven performance, giving you a unique platform to showcase both soft and hard skills.

Position Overview – Remote Bilingual Customer Service & Client Success Specialist

We are seeking a highly motivated, bilingual (English & Spanish) Customer Service Representative to join our fully remote team. In this dynamic role you will act as a trusted advisor, policy administrator, and upsell catalyst—all while delivering world‑class service that reflects brighthush’s brand promise.

Core Responsibilities

• Client Onboarding & Engagement: Serve as the primary liaison for new and existing clients, guiding them through policy activation, answering initial questions, and establishing a foundation of trust that encourages long‑term relationships.
• Policy Administration: Accurately process policy changes, renewals, cancellations, and endorsements in our CRM, ensuring compliance with state regulations and internal standards.
• Cross‑Selling & Upselling: Proactively assess client needs, recommend supplemental coverage (life, health, vision, 401(k) options), and articulate value propositions that align with budget and lifestyle.
• Billing & Collections: Manage billing inquiries, process payments, resolve discrepancies, and coordinate with finance to ensure timely receipt of premiums.
• Issue Resolution & Advocacy: Address complaints and complex inquiries with empathy, troubleshoot root causes, and escalate to specialized teams when necessary to guarantee swift, satisfactory outcomes.
• Product Knowledge Mastery: Maintain up‑to‑date expertise on all brighthush product lines, industry trends, and regulatory changes to provide accurate guidance.
• Collaboration & Communication: Partner with sales, underwriting, operations, and technology teams to streamline policy issuance and improve the overall client journey.
• Performance Tracking: Meet or exceed key performance indicators (KPIs) such as call volume, average handle time (AHT), conversion rates, CSAT, and Net Promoter Score (NPS).
• Continuous Improvement: Participate in ongoing training, webinars, and feedback loops; contribute ideas for process enhancements and share best practices with peers.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in a call‑center or insurance environment.
• Fluency in both English and Spanish, with strong verbal and written communication skills in each language.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and experience navigating CRM platforms (e.g., Salesforce, HubSpot, or proprietary systems).
• Demonstrated ability to multitask, manage high call volumes, and prioritize competing requests without sacrificing quality.
• Customer‑centric mindset with excellent problem‑solving abilities and a genuine desire to help people.
• Self‑discipline to thrive in a remote work setting while maintaining accountability, punctuality, and clear communication with teammates.
• Reliable high‑speed internet connection and a quiet, professional home office environment.
• Valid driver’s license (required for occasional in‑person client visits or agency events).

Preferred Qualifications

• Previous experience in the insurance industry, especially with life, health, vision, or retirement products.
• Relevant certifications or licenses such as General Lines, Personal Lines, Property & Casualty, or similar.
• Familiarity with call‑center metrics (AHT, CSAT, NPS) and a track record of meeting or exceeding them.
• Understanding of compliance regulations (e.g., HIPAA, state insurance statutes) and best practices.
• Experience using remote collaboration tools like Zoom, Microsoft Teams, Slack, or similar platforms.

Key Skills & Competencies

• Exceptional Interpersonal Skills: Ability to build rapport quickly, listen actively, and convey complex information in a clear, compassionate manner.
• Organizational Excellence: Meticulous attention to detail, strong documentation habits, and the capacity to juggle multiple client cases simultaneously.
• Adaptability & Resilience: Thrive in a fast‑changing environment, stay calm under pressure, and view challenges as opportunities for growth.
• Team Collaboration: Work seamlessly with cross‑functional teams, share insights, and contribute to a culture of collective success.
• Tech‑Savvy Mindset: Comfortable learning new software, leveraging data dashboards, and using digital tools to enhance efficiency.
• Continuous Learning: Commitment to professional development, staying current on industry trends, and pursuing certifications.

Career Growth & Learning Opportunities at brighthush

brighthush invests heavily in the future of its people. As a Customer Service & Client Success Specialist, you will have clear pathways to advance your career:

• Vertical Advancement: Move into senior client success roles, team lead positions, or specialized account management tracks.
• Cross‑Functional Mobility: Transition into sales, underwriting, product development, or operations based on interests and performance.
• Professional Certifications: Receive financial support for industry credentials such as Certified Insurance Counselor (CIC), Certified Insurance Sales Professional (CISP), or state licensing exams.
• Leadership Development: Participate in brighthush’s Leadership Academy, mentorship programs, and quarterly leadership workshops.
• Continuous Education Stipend: Annual budget for tuition reimbursement, online courses, or conferences related to insurance, customer experience, or personal development.

Work Environment & Culture at brighthush

Our remote‑first model is built on trust, flexibility, and accountability. We recognize that a balanced life fuels high performance, so we provide:

• Flexible scheduling that accommodates different time zones and personal commitments.
• A collaborative virtual workspace with regular video huddles, team‑building events, and an open‑door policy for leadership.
• Diversity, equity, and inclusion initiatives that celebrate multicultural perspectives and ensure every voice is heard.
• Recognition programs that spotlight outstanding service, innovative ideas, and community involvement.
• Wellness resources, including mental‑health counseling, virtual fitness classes, and ergonomic home‑office allowances.

Compensation, Perks, & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $17 per hour, paid bi‑weekly.
• Performance Incentives: Quarterly commissions and bonuses tied to client retention, upsell success, and KPI achievement.
• Health & Wellness: Medical, dental, and vision plans with employer contributions; flexible spending accounts (FSAs) and health‑saving accounts (HSAs).
• Retirement Planning: 401(k) plan with company matching up to 4% of salary.
• Paid Time Off: Generous vacation accrual, sick leave, paid holidays, and a “mental health day” each quarter.
• Professional Development: Annual stipend for certifications, conferences, and continuing education.
• Technology Allowance: Home‑office equipment budget, high‑speed internet reimbursement, and a company‑provided laptop.
• Employee Assistance Program (EAP): Confidential counseling, legal resources, and financial planning services.

How to Apply – Join the brighthush Family

If you are passionate about helping families secure their futures, thrive in a bilingual, remote environment, and are eager to grow within a high‑performing insurance agency, we want to hear from you. Please submit your updated resume and a concise cover letter that highlights:

• Your experience delivering exceptional customer service in English and Spanish.
• Specific examples of how you have identified upsell opportunities or resolved complex client issues.
• Why brighthush’s mission and culture resonate with your personal and professional goals.

Applications are accepted through our secure online portal. We review submissions on a rolling basis and will contact qualified candidates for a virtual interview.

Take the Next Step – Become a Trusted Advisor at brighthush

At brighthush, you won’t just answer calls—you’ll build lasting relationships, protect what matters most to families, and shape the future of insurance service delivery. Join a team where your bilingual talent is celebrated, your ideas are valued, and your career trajectory is limitless. Apply today and start making a difference tomorrow.