Customer Advocate – Remote Customer Care Advisor for brighthush Veteran Support Services

About brighthush

At brighthush, we are more than a workplace—we are a purpose‑driven community dedicated to uplifting the lives of disabled veterans and their families. Founded by veterans, our organization blends the discipline of military service with the compassion of social support, creating a unique environment where every employee’s work directly contributes to a larger mission: delivering exceptional, empathetic care to those who have served our nation.

Our remote‑first model allows us to tap into talent across the country, ensuring that we can provide 24/7 assistance while fostering a culture of flexibility, inclusion, and continuous learning. As a Customer Advocate with brighthush, you will become an integral part of a team that values integrity, respect, and the relentless pursuit of service excellence.

Why This Role Matters

Every interaction you have as a Customer Care Advisor has the potential to change a veteran’s day, ease a family’s stress, and streamline access to critical health and insurance benefits. You will be the voice that translates complex policies into clear, actionable guidance, ensuring that our members feel heard, respected, and supported.

Position Overview

Job Type: Full‑time, remote Schedule: Monday‑Friday, 8‑hour shifts between 8:00 AM and 9:00 PM Eastern Time Training: Comprehensive 7‑week orientation followed by ongoing coaching and development Location: 100 % remote – work from anywhere in the United States

Key Responsibilities

• Provide timely, accurate, and empathetic assistance to veterans and their families via phone, email, and chat platforms.
• Navigate multiple internal systems simultaneously to retrieve member information, process claims, and resolve inquiries.
• Interpret and explain complex insurance policies, medical terminology, and benefit plans in plain language.
• Document all interactions in the CRM with meticulous attention to detail, ensuring compliance with regulatory standards.
• Identify patterns in member concerns and collaborate with cross‑functional teams to propose process improvements.
• Escalate high‑severity cases to senior specialists while maintaining ownership until resolution.
• Participate in weekly knowledge‑sharing sessions, role‑plays, and performance reviews to continuously sharpen service skills.
• Support bilingual members (Spanish‑English) when applicable, delivering culturally competent assistance.

Essential Qualifications

• High school diploma or equivalent; a Bachelor’s degree is preferred.
• Minimum of 1 year of experience in insurance operations, remote medical support, technical assistance, or a closely related field.
• Demonstrated ability to manage multiple digital platforms (CRM, ticketing, knowledge bases) while maintaining a calm, professional demeanor.
• Exceptional active‑listening skills and a proven track record of problem‑solving in high‑volume environments.
• Proficiency with Microsoft Office Suite—Outlook, Teams, Word, Excel, OneNote—and comfort learning new web‑based tools.
• Strong organizational skills with a keen eye for detail and accuracy.
• Genuine passion for serving veterans and a commitment to the brighthush mission.

Preferred Experience & Skills

• Background in healthcare, insurance, social work, or mental‑health services.
• Familiarity with medical terminology, health‑benefit plans, and VA‑related processes.
• Experience in a fully remote, customer‑facing role, especially handling complex or high‑stakes inquiries.
• Bilingual proficiency (Spanish/English) – candidates with this skill receive a higher starting rate.
• Certification in customer service excellence (e.g., HDI, COPC) or related fields.

Core Competencies for Success

• Empathy & Compassion: Ability to connect with members on a personal level, recognizing the unique challenges faced by veterans.
• Analytical Thinking: Quickly assess situations, identify root causes, and propose effective solutions.
• Communication Excellence: Clear, concise, and courteous written and verbal communication.
• Technical Agility: Comfort navigating multiple software applications and learning new systems rapidly.
• Time Management: Prioritize tasks efficiently to meet service level agreements (SLAs) without sacrificing quality.
• Team Collaboration: Work seamlessly with peers, supervisors, and cross‑departmental partners to achieve shared goals.

Compensation, Perks, & Benefits

Base Pay: $18.00 per hour for monolingual candidates; $19.00 per hour for bilingual (Spanish‑English) candidates.

In addition to the competitive hourly rate, brighthush offers a robust benefits package that includes:

• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off (PTO), sick leave, and paid holidays.
• Employee Assistance Program (EAP) focused on mental‑health and wellness.
• Professional development stipend for certifications, courses, or conferences.
• Technology allowance to set up a productive home office (laptop, headset, ergonomic accessories).
• Recognition programs that celebrate outstanding service and innovation.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent from within. As a Customer Advocate, you will have clear pathways to advance into senior advisory roles, team lead positions, quality assurance, training, or even specialized policy analysis. Our internal mobility program encourages you to explore lateral moves that broaden your skill set, such as transitioning into claims processing, benefits administration, or veteran outreach coordination.

We also provide:

• Monthly webinars on industry trends, regulatory updates, and best practices.
• Mentorship pairings with seasoned veterans of the organization.
• Access to an online learning portal with courses on communication, conflict resolution, and technical systems.
• Opportunities to contribute to process‑improvement projects that directly influence brighthush’s service model.

Work Environment & Culture at brighthush

Our remote‑first philosophy is built on trust, accountability, and a deep respect for work‑life balance. While you’ll be working from home, you’ll never feel isolated. brighthush fosters a vibrant virtual community through:

• Weekly team huddles and virtual coffee chats.
• Quarterly “Mission Days” where employees volunteer with veteran organizations.
• Inclusive employee resource groups (ERGs) that celebrate diversity, veteran identity, and multilingual talent.
• Recognition of personal milestones—birthdays, anniversaries, and achievements—through digital celebrations.

Our leadership team is comprised of veterans and civilian professionals who model servant leadership, transparency, and continuous improvement. Every voice is heard, and ideas are evaluated on merit, ensuring that you can make a tangible impact on both the organization and the people we serve.

Application Process & Next Steps

We are hiring for multiple start dates in November and January. The training schedule runs from 8:00 AM to 4:30 PM Eastern Time, after which you will transition into your regular shift.

All candidates must successfully complete a pre‑employment drug screening and a criminal background check.

If you are ready to combine your customer‑service expertise with a mission that truly matters, we invite you to apply today. Join brighthush, where your purpose aligns with your profession, and together we will make a lasting difference in the lives of those who have served.