Customer Experience Champion – Remote Advocate for Health Benefits & Flexible Spending Accounts (Full‑Time, Remote, Dallas)

About brighthush

brighthush is a forward‑thinking leader in the health benefits and workforce solutions space, dedicated to empowering individuals and organizations with innovative, customer‑centric services. With a culture rooted in empathy, integrity, and continuous learning, brighthush has built a reputation for delivering exceptional support to plan participants across the United States. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters, your growth is nurtured, and your impact is felt across millions of lives.

Why Join brighthush?

At brighthush, we believe that great customer service is the cornerstone of a thriving business. Our Remote‑First model gives you the flexibility to work from anywhere while still enjoying the camaraderie of a collaborative team. After a brief in‑person onboarding at our Carrollton, TX office, you’ll be fully equipped to serve participants from the comfort of your own home.

We’re committed to your professional development, offering:

• Structured mentorship programs
• Access to industry‑leading training resources
• Clear career pathways from entry‑level to senior leadership
• Regular performance feedback and goal setting

Position Summary

The Customer Experience Champion serves as the first point of contact for plan participants, guiding them through inquiries related to benefits such as Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and COBRA. Your role is pivotal in ensuring participants feel heard, supported, and empowered to make informed decisions about their health and financial well‑being.

Key Responsibilities

• Customer Support Excellence:
  • Respond to participant inquiries via phone, chat, and email with accuracy and empathy.
  • Educate participants on benefits processes, plan details, and investment options.
  • Strive for first‑call resolution, handling complaints and escalations with professionalism.
• Proactive Issue Management:
  • Identify recurring issues and collaborate with cross‑functional teams to implement solutions.
  • Set clear expectations with participants and follow up to ensure satisfaction.
  • Document all interactions in the CRM for quality assurance and metrics tracking.
• Compliance & Professionalism:
  • Maintain HIPAA and privacy standards in every interaction.
  • Adhere to quality standards and service excellence aligned with brighthush values.
  • Demonstrate empathy and professionalism, especially during challenging conversations.

Hours of Operation

• Monday – Friday: 7:00 am – 4:00 pm CST or 8:00 am – 5:00 pm CST (flexible within these windows)

Essential Qualifications

• Associate’s degree or equivalent experience in customer support.
• Minimum 2+ years of multi‑channel service experience (phone, chat, email) in a contact center.
• Experience with CRM platforms (e.g., brighthush Connect) and cloud‑based tools.
• Strong written and verbal communication skills with a focus on empathy.
• Ability to multitask, prioritize, and remain calm under pressure.
• Knowledge of healthcare benefits, FSAs, HSAs, and COBRA is highly desirable.
• Bilingual capabilities are a plus.

Preferred Qualifications

• Prior experience in the healthcare, benefits administration, or insurance industry.
• Familiarity with regulatory frameworks such as HIPAA.
• Experience in coaching or training peers.
• Demonstrated commitment to continuous learning and professional growth.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping participants achieve their health and financial goals.
• Problem‑Solving: Ability to analyze complex issues and devise effective solutions.
• Technology Proficiency: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.
• Communication: Clear, concise, and compassionate communication across all channels.
• Team Collaboration: Works seamlessly with cross‑functional teams to resolve participant needs.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is built on a foundation of continuous learning and mentorship. As a Customer Experience Champion, you’ll have the chance to:

• Advance to Senior Advocate or Team Lead roles.
• Transition into specialized areas such as Compliance, Training, or Product Support.
• Participate in leadership development programs.
• Earn certifications in customer service excellence, healthcare compliance, or data analytics.

Work Environment & Culture

Our culture is defined by:

• Empathy & Respect: Every team member is valued and heard.
• Innovation: We encourage creative problem‑solving and continuous improvement.
• Work‑Life Balance: Flexible schedules, remote work, and supportive policies.
• Diversity & Inclusion: A vibrant community that celebrates differences.
• Community Engagement: Volunteer opportunities and team‑building events.

Compensation & Benefits

Starting at $21.00 per hour, the role offers a competitive salary package that reflects your experience and contributions.

• Medical, Vision, and Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA)
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield & ID Shield coverage
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay
• Wellable membership for wellness resources
• Telehealth services via Telescope Health (brighthush Telehealth)
• Mental health support through Intellect (brighthush Mental Health App)
• Employee engagement activities: book club, raffles, volunteer events, and more

How to Apply

If you’re ready to make a tangible difference in the lives of plan participants while advancing your career in a supportive, growth‑oriented environment, we encourage you to apply today. Join brighthush and become a pivotal part of a team that values empathy, innovation, and excellence.

Click the link below to submit your application and take the first step toward an exciting new chapter with brighthush.