Customer Escalations Lead – Strategic Service Recovery, Team Coaching & Process Innovation for High‑Impact Claims Operations

About brighthush

brighthush is a fast‑growing leader in the insurance technology space, empowering carriers and their customers with seamless, data‑driven claims experiences. Our mission is to transform the way claims are managed—making the process faster, more transparent, and ultimately more humane. We combine deep industry expertise with cutting‑edge software, creating a platform that connects insurers, adjusters, and policyholders in real time. As we scale, we are looking for passionate, high‑performing professionals who thrive in dynamic environments and want to shape the future of claims service.

Why This Role Matters

The Customer Escalations Lead sits at the heart of brighthush’s commitment to exceptional customer service. This is a hybrid “player‑coach” position where you will both resolve the most complex, high‑priority escalations and mentor a team of Customer Escalations Advisors. Your work directly influences client satisfaction, protects valuable carrier relationships, and drives continuous improvement across our claims ecosystem.

Key Responsibilities

Escalation Triage & Resolution

• Maintain an active caseload of in‑flight escalations originating from customers, Customer Success, or internal stakeholders, acting as the primary service‑recovery advisor.
• Partner with Claims Adjusters and senior Claims leadership to assess severity, assign ownership, and ensure timely, accurate resolution.
• Serve as the single point of contact for client stakeholders during escalations, setting clear expectations and providing regular status updates.
• Leverage deep claims domain expertise to conduct root‑cause analysis, identifying whether issues stem from people, process, technology, or misaligned expectations.
• Deliver concise, client‑facing communications to Account Managers and customers, keeping them informed throughout the resolution journey.
• Act as the escalation “first responder” for Advisors, stepping in on the most sensitive or technically challenging cases.

Team Leadership & Coaching

• Conduct regular one‑on‑one meetings, performance reviews, and development planning sessions with Customer Escalations Advisors.
• Collaborate with the Global VP of Customer Success to drive performance management, goal setting, and career progression.
• Balance workload distribution, assigning escalations while maintaining your own caseload to stay “in the trenches.”
• Establish and enforce consistent standards for triage, client communication, documentation, and follow‑through.
• Provide coverage during Advisor absences and actively participate in hiring, onboarding, and training as the team expands.

Process Improvement & Prevention

• Design, pilot, and roll out streamlined processes for intake, triage, handoffs, and ownership of open issues across brighthush.
• Lead weekly escalation review meetings to surface patterns, systemic issues, and actionable improvement opportunities.
• Translate escalation data into concrete workflow enhancements and claims‑handling best practices.
• Create and maintain comprehensive playbooks, SOPs, and internal documentation that reduce future escalations.
• Document issue types, frequency, and resolution pathways to foster a culture of continuous learning.

Tools & Efficiency

• Evaluate, select, and implement tools that boost team efficiency—such as issue‑tracking systems, dashboards, templates, and automation scripts.
• Develop deep expertise in brighthush’s internal platforms and champion adoption among cross‑functional stakeholders.
• Ensure escalation data is complete, accurate, and ready for reporting and analysis.
• Partner with Product, Engineering, and Data teams to surface recurring system issues, misconfigurations, and automation gaps.

Reporting & Visibility

• Produce regular internal escalation reports that highlight trends, metrics, and actionable insights.
• Collaborate with Account Managers to support external client reporting, ensuring transparency and trust.
• Present escalation trends and status updates to Claims Leadership, Executive Leadership, and other senior stakeholders.
• Brief senior leadership on drivers of escalations, progress of remediation efforts, and strategic recommendations.

Feedback Cycle to Claims

• Facilitate a structured feedback loop to Claims teams based on escalation patterns and root‑cause findings.
• Work hand‑in‑hand with Claims Operations to refine workflows, improve handling hygiene, and identify coaching opportunities.
• Lead internal projects that move solution concepts from ideation to execution.
• Track the implementation of feedback‑driven changes and verify reductions in repeat escalations.

Cross‑Functional Collaboration

• Build strong working relationships with Claims, Account Management, Claims Ops, Data, Product, and other internal teams.
• Operate within a line‑of‑business‑aligned structure, leveraging domain knowledge to assess issue context quickly.
• Provide subject‑matter expertise that informs product enhancements, policy updates, and service‑level improvements.

Success Metrics

• Time to Acknowledge and Time to Resolve escalations.
• Volume and frequency of escalations per account or adjuster team.
• Escalation reopen and repeat rates.
• Number of systemic issues identified and successfully resolved.
• Stakeholder satisfaction scores (Customer Success, Claims Ops, Product).
• On‑time delivery of internal and external reports.
• Adoption rates of new processes and tools across the team.
• Resolution rate of feedback items shared with Claims.
• Engagement and development progress of Advisors.

Essential Qualifications

• 5+ years of claims adjusting experience in Auto, Property, Liability, or a comparable escalation‑focused role.
• Demonstrated experience leading or coaching teams (team lead, supervisor, mentor, or similar).
• Proven ability to manage difficult conversations with client stakeholders and maintain composure under pressure.
• Hands‑on experience handling a personal escalation caseload while overseeing a team.
• Strong background in root‑cause analysis, pattern identification, and implementation of practical solutions.
• Track record of designing and deploying process improvements or efficiency‑enhancing tools.
• Expertise in building clear, concise reports for internal audiences and external clients.
• Exceptional verbal and written communication skills; a calm, methodical approach to complex problems.
• Ability to collaborate effectively across Claims, Operations, Product, and Customer Success functions.
• Comfortable thriving in a fast‑growing startup environment where roles evolve and you help shape the playbook.

Preferred Qualifications

• Project management certification (PMP, Scrum Master, or equivalent).
• Experience with data‑visualization tools (Tableau, Power BI, Looker) for building dashboards.
• Familiarity with SaaS‑based issue‑tracking platforms (Jira, ServiceNow, Zendesk).
• Background in insurance technology or digital transformation initiatives.
• Demonstrated ability to influence senior leadership and drive cross‑functional initiatives.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex claims scenarios and uncover underlying causes.
• Leadership Presence: Inspire confidence, provide clear direction, and develop talent.
• Customer‑Centric Mindset: Prioritize client outcomes while balancing operational efficiency.
• Process Design: Craft repeatable, scalable workflows that reduce friction.
• Technical Acumen: Comfortable navigating claim‑management systems, data tools, and automation scripts.
• Communication Excellence: Translate technical details into understandable narratives for diverse audiences.
• Collaboration: Build bridges across functional silos to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, the Customer Escalations Lead is a springboard for broader leadership pathways. Successful candidates can progress to:

• Director of Customer Success Operations
• Head of Claims Strategy & Innovation
• Senior Product Partner for Claims Technology
• Global Program Management roles overseeing multi‑region escalation centers

We invest heavily in professional development—offering tuition reimbursement, internal mentorship programs, and access to industry conferences. You’ll also have the chance to work side‑by‑side with senior executives, gaining visibility and influence across the organization.

Work Environment & Culture at brighthush

Our culture is built on three pillars: innovation, empathy, and ownership. We celebrate bold ideas, encourage data‑driven experimentation, and reward individuals who take responsibility for outcomes. Remote work is a core part of our DNA; you can work from anywhere while staying connected through regular virtual huddles, quarterly in‑person retreats, and a vibrant Slack community.

We champion diversity, equity, and inclusion. brighthush believes that a mosaic of perspectives fuels creativity and drives better business decisions. Our Employee Resource Groups (ERGs) support under‑represented communities, and we have a transparent pay equity process to ensure fairness.

Compensation, Perks & Benefits

• Competitive Salary: Aligned with market benchmarks for senior escalation leadership.
• Performance‑Based Bonus: Rewards tied to key metrics such as resolution speed and stakeholder satisfaction.
• Comprehensive Health Package: Nationwide medical, vision, and dental coverage.
• 401(k) with Employer Match: Secure your financial future.
• Generous PTO & Family Leave: Recharge and spend quality time with loved ones.
• Remote‑First Flexibility: Work from any location that supports your work‑life balance.
• Technology Stipend: Receive a brighthush‑branded laptop, large second monitor, and accessories to create an ergonomic home office.
• Learning Budget: Annual allocation for courses, certifications, or conferences.
• Wellness Programs: Access to mental‑health resources, virtual fitness classes, and employee assistance programs.

How to Apply

If you are ready to lead a high‑impact team, shape the future of claims service, and make a tangible difference for brighthush’s customers, we want to hear from you. Click the link below to submit your application. We welcome candidates from all backgrounds and experiences.

Apply To This Job

Join brighthush Today

At brighthush, you’ll be part of a purpose‑driven organization where every escalation you resolve, every process you improve, and every advisor you coach directly contributes to a more transparent, fair, and efficient claims experience for millions of people. Take the next step in your career—become the catalyst for change and excellence in customer escalations.