Customer Experience Champion – Telephony & Process Improvement Specialist at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that is redefining the way people experience health and wellness. With a mission to empower every member to live their healthiest life, we blend cutting‑edge technology, data‑driven insights, and a passionate team of experts to deliver seamless, personalized support. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. If you thrive in a fast‑paced, impact‑oriented environment and want to help shape the future of customer care, brighthush is the place for you.

Why This Role Matters

As a Customer Experience Champion, you will be the frontline guardian of our members’ satisfaction. Your voice, empathy, and problem‑solving skills will directly influence how members perceive brighthush and how they engage with our services. You’ll not only resolve inquiries but also drive process improvements that elevate the entire customer journey. This role is perfect for someone who loves turning challenges into opportunities and who wants to see tangible results from their work.

Key Responsibilities

• Handle inbound telephonic support – Answer member calls with professionalism, empathy, and efficiency, ensuring a positive first impression.
• Deliver first‑call resolution – Strive to resolve the majority of inquiries on the first interaction, reducing repeat contacts and enhancing member satisfaction.
• Escalation management – Quickly identify when an issue requires higher‑level intervention, route it appropriately, and follow up to guarantee timely resolution.
• Process ownership – Monitor, analyze, and report on call metrics, trend data, and quality scores; use insights to recommend and implement process enhancements.
• Cross‑functional collaboration – Work closely with product, technical support, and operations teams to submit tickets, share feedback, and ensure systemic issues are addressed.
• Knowledge stewardship – Maintain deep, up‑to‑date knowledge of the brighthush program, platform features, and policy updates; proactively identify gaps and propose educational resources.
• Member education – Guide members through navigating the brighthush website, understanding program benefits, and troubleshooting common issues.
• Data capture & reporting – Accurately log call details, capture key events, and generate regular reports for leadership and continuous improvement.
• Continuous improvement champion – Identify bottlenecks, propose creative solutions, and collaborate with stakeholders to implement changes that improve efficiency and member experience.
• Additional duties – Participate in special projects, training initiatives, and any other responsibilities that support the team’s success.

Essential Qualifications

• High School Diploma or equivalent (Bachelor’s degree preferred).
• Strong verbal and written communication skills – able to tailor messaging to diverse audiences.
• Exceptional organizational abilities – manage multiple priorities in a dynamic environment.
• Customer‑focused mindset – proactive, solution‑oriented, and always looking for ways to exceed expectations.
• Proficiency with CRM and ticketing systems; experience with call‑center software is a plus.
• Basic analytical skills – comfortable interpreting data, spotting trends, and translating insights into action.
• Adaptability – thrive in a fast‑changing landscape and remain calm under pressure.

Preferred Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 1–2 years of customer service or call‑center experience, preferably in the health or wellness sector.
• Background in health, wellness, or a related industry – knowledge of medical terminology and member benefits is a plus.
• Experience with process improvement methodologies (Lean, Six Sigma, Kaizen).
• Multilingual capabilities – fluency in additional languages enhances member support.

Skills & Competencies

• Active Listening – Capture member concerns accurately and respond with empathy.
• Problem‑Solving – Diagnose issues quickly and devise effective solutions.
• Time Management – Prioritize tasks to meet performance metrics without sacrificing quality.
• Collaboration – Work seamlessly with cross‑functional teams to resolve complex issues.
• Data‑Driven Decision Making – Use metrics and feedback to guide continuous improvement.
• Adaptability & Resilience – Maintain composure during high‑volume periods and adapt to evolving processes.
• Customer‑Centric Mindset – Keep the member’s best interests at the forefront of every interaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Champion, you will have access to:

• Structured training programs covering product knowledge, communication techniques, and advanced problem‑solving.
• Mentorship from senior customer experience leaders who will guide your professional development.
• Opportunities to transition into specialized roles such as Process Improvement Analyst, Customer Success Manager, or Product Support Lead.
• Regular performance reviews with actionable feedback and personalized growth plans.
• Access to industry conferences, webinars, and certifications that enhance your skill set.

Work Environment & Culture at brighthush

Our workplace is a vibrant blend of remote flexibility and collaborative hubs. You’ll enjoy:

• Flexible scheduling options that respect work‑life balance.
• A supportive team culture that celebrates diversity, inclusion, and mutual respect.
• Regular team‑building events, virtual coffee chats, and wellness challenges.
• A transparent communication style where your voice is heard and valued.
• Access to cutting‑edge tools and technology that empower you to deliver exceptional service.

Compensation & Benefits

We offer a competitive hourly rate of $16.50, along with a comprehensive benefits package designed to support your well‑being and future:

• Medical, Dental & Vision plans – tailored to meet your and your family’s needs.
• 401(k) with company match – secure your financial future.
• Company‑paid Life Insurance (Basic, Voluntary & AD&D) – protect your loved ones.
• Company‑paid Short‑Term & Long‑Term Disability – safeguard your income during unforeseen circumstances.
• Paid Time Off (Vacation, Sick & Public Holidays) – recharge and rejuvenate.
• 100% Paid Family Leave (Maternity/Paternity) – support your growing family.
• Wellness Resources – access to fitness programs, mental health support, and more.
• Employee Assistance Program – confidential counseling and support services.
• Professional development stipend – invest in courses, certifications, and conferences.

How to Apply

Ready to become a pivotal part of brighthush’s mission to transform member experiences? Click the link below to submit your application and join a team that values innovation, empathy, and excellence.

We look forward to discovering how your unique talents can help us elevate the customer journey and drive lasting impact for our members.