Customer Experience Advocate – Hybrid/Remote – Drive Loyalty & Retention at brighthush

About brighthush

At brighthush, we’re redefining the way people experience insurance and financial services. Our mission is to empower customers with clear, compassionate, and timely support that turns every interaction into a lasting relationship. With a culture rooted in innovation, collaboration, and continuous learning, brighthush is a fast‑moving, customer‑centric organization that thrives on solving complex problems with simple, human‑centric solutions.

Why Join brighthush?

When you become part of brighthush, you’ll join a team that values your voice, encourages your growth, and rewards your dedication. We offer:

• Competitive base salary plus performance bonuses
• Comprehensive health, dental, and vision plans
• 401(k) with company match
• Unlimited paid time off and flexible work arrangements
• Ongoing professional development, including certifications and tuition reimbursement
• Access to cutting‑edge technology and tools that streamline your workflow
• A supportive, inclusive environment where every team member is heard and celebrated

Role Overview

As a Customer Experience Advocate at brighthush, you will be the frontline guardian of our customers’ satisfaction. Your primary responsibility is to manage multi‑channel and omni‑channel communications—phone, email, chat, and social media—ensuring each interaction is handled with empathy, accuracy, and speed. You will translate complex policy details into clear, actionable guidance that empowers customers to make informed decisions, thereby fostering loyalty and reducing churn.

Key Responsibilities

• Respond to a high volume of customer inquiries across all channels, maintaining a consistent tone that reflects brighthush’s brand values.
• Analyze and resolve moderately complex issues related to a broad portfolio of insurance products and services, applying company policies, regulatory guidelines, and internal procedures.
• Document every interaction accurately in our CRM, ensuring compliance with audit and reporting requirements.
• Collaborate with cross‑functional teams—claims, underwriting, billing—to gather information and expedite resolutions.
• Identify recurring pain points, propose process improvements, and communicate findings to leadership.
• Maintain key performance metrics: call flow accuracy, schedule adherence, average handle time, and after‑call work time.
• Participate in ongoing training and certification programs to stay current on product knowledge and industry regulations.
• Act as a mentor to new hires, sharing best practices and fostering a culture of continuous improvement.
• Support Spanish‑speaking customers when required, ensuring inclusive and accessible service.

Essential Qualifications

• Bachelor’s degree or equivalent experience in business, communications, or a related field.
• Minimum of 2 years of experience in a customer‑facing role within the insurance or financial services industry.
• Strong understanding of insurance terminology, policy structures, and regulatory frameworks (e.g., IRS guidelines).
• Proficiency with Windows‑based software, Microsoft Office Suite, and CRM systems.
• Exceptional written and verbal communication skills, with a focus on clarity and empathy.
• Demonstrated ability to manage high‑volume, fast‑paced environments while maintaining accuracy.
• Self‑motivated, results‑oriented, and capable of working independently with minimal supervision.
• Flexibility to work variable hours, including occasional overtime, to meet business needs.

Preferred Qualifications

• Experience with omni‑channel customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
• Knowledge of data analytics tools and ability to generate actionable insights from customer metrics.
• Spanish language proficiency (written and spoken) to serve a diverse customer base.
• Prior exposure to compliance and audit processes within the insurance sector.
• Leadership experience or a proven track record of mentoring peers.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex problems, evaluate multiple variables, and propose clear solutions.
• Communication Excellence: Articulate complex concepts in simple, relatable language.
• Adaptability: Thrive in a dynamic environment, embracing change and new processes.
• Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Resilience & Empathy: Maintain composure under pressure while showing genuine care for customers.
• Problem‑Solving: Proactively identify issues, research solutions, and implement improvements.
• Technology Savvy: Comfortable navigating multiple software platforms and learning new tools quickly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We invest heavily in your professional development through:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Access to industry certifications (e.g., Certified Insurance Counselor, Customer Experience Professional).
• Regular workshops on emerging trends, regulatory changes, and advanced customer engagement techniques.
• Clear promotion pathways from Customer Advocate to Senior Advocate, Team Lead, and beyond.
• Cross‑departmental projects that broaden your skill set and visibility within the organization.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and teamwork. Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll enjoy:

• State‑of‑the‑art home office stipends and ergonomic support.
• Regular virtual coffee chats and quarterly in‑person retreats.
• A culture that celebrates wins, learns from failures, and continuously iterates.
• Inclusive policies that honor diversity, equity, and belonging.
• Employee resource groups that provide community and support.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance with generous coverage options.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible scheduling to support work‑life balance.
• Professional development stipend and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

How to Apply

If you’re ready to make a tangible difference in the lives of our customers and grow your career in a supportive, forward‑thinking environment, we want to hear from you. Submit your application through our careers portal and join the brighthush team where your expertise and passion will shine.