Customer Experience Specialist – Insurance & Home & Auto Support – Remote, Equity & Growth Opportunities

About brighthush

brighthush is redefining how people protect and manage their most valuable assets—cars, homes, and other physical possessions. Leveraging cutting‑edge artificial intelligence, we provide a single, intuitive app that guides users through every step of the ownership journey: from finding the right vehicle or property, to securing the best insurance coverage, scheduling maintenance, and even selling when the time is right. Our mission is simple yet ambitious: make the experience of owning a car or home as seamless, transparent, and affordable as possible.

Since our inception in 2019, brighthush has grown to serve over 5 million customers, raised more than $240 million in funding, and achieved profitability in 2024. Backed by Y Combinator and a leadership team with experience at Nvidia, Meta, Amazon, BCG, McKinsey, Bain, and GEICO, we are recognized as a top‑tier startup by Forbes, Statista, and the Y Combinator community. Our culture is built on ownership, kindness, and a relentless pursuit of learning—values that have earned us a reputation as one of the best places to work in the fintech and insurtech space.

Why Join brighthush?

• Shape the future of customer experience in a rapidly evolving product ecosystem.
• Competitive hourly wage ($19–$21) plus equity (stock options) that lets you own a piece of the company.
• Flexible scheduling: choose a 5‑day, 8‑hour week or a 4‑day, 10‑hour week to fit your lifestyle.
• Fully remote work with all necessary equipment provided.
• Career growth in one of the world’s largest industries—property & casualty insurance.
• We pay for your P&C insurance license if you don’t already hold one.
• Inclusive, supportive culture that values people over processes.

Role Overview

As a Customer Experience Specialist on the Customer Operations team, you will be the frontline advocate for our users. You’ll not only answer their questions but anticipate their needs, ensuring they feel supported at every touchpoint. Your deep knowledge of our product suite and the insurance landscape will empower you to guide customers toward the best solutions—whether that’s a coverage gap, a discount, or a timely renewal.

Key Responsibilities

• Customer Advocacy: Deliver exceptional service by listening actively, identifying hidden needs, and proactively offering solutions that enhance the customer journey.
• Inbound Support: Handle calls, chats, and emails from policyholders needing changes, clarifications, or assistance with policy details.
• Product Mastery: Become an expert on our AI‑powered platform and the array of insurance partners we work with, enabling you to match the right product to each customer’s unique profile.
• Issue Resolution: Diagnose and resolve complex inquiries, coordinating with internal teams (claims, underwriting, tech) to deliver timely, accurate outcomes.
• Service Request Processing: Manage requests related to vehicles, drivers, lienholders, and policy documents, ensuring data integrity and compliance.
• Feedback Loop: Capture customer insights and pain points, collaborating with product and engineering to iterate and improve the app.
• Continuous Learning: Stay current on industry trends, regulatory changes, and new product features to maintain a high level of expertise.

Essential Qualifications

• Prior experience in customer service, sales, or hospitality (preferred but not mandatory).
• Strong interpersonal skills with a genuinely friendly and positive demeanor.
• Excellent verbal and written communication abilities.
• Demonstrated problem‑solving aptitude and a proactive mindset.
• Self‑motivated, disciplined, and capable of thriving in a fast‑paced, remote environment.
• Strong work ethic and a commitment to continuous improvement.

Preferred Qualifications

• Background in insurance or financial services.
• Experience with AI or SaaS products.
• Knowledge of P&C insurance licensing requirements.
• Previous remote work experience with a distributed team.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering delight.
• Analytical thinking and data‑driven decision making.
• Adaptability to rapidly changing product features and market conditions.
• Team collaboration across cross‑functional departments.
• Time‑management and prioritization in a high‑volume environment.
• Tech proficiency: comfortable using CRM systems, knowledge bases, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is built into the company’s DNA. As the product evolves, you’ll have the chance to:

• Move into senior support or team lead roles, guiding new hires and shaping support processes.
• Transition into product management or customer success, leveraging your frontline insights.
• Participate in cross‑functional projects that influence product roadmap and strategy.
• Access internal training programs, industry certifications, and mentorship from seasoned leaders.

Work Environment & Culture

Our culture is a blend of high performance and genuine care. We celebrate wins, learn from failures, and support each other through challenges. Remote work is the norm, but we also maintain a few physical hubs in Palo Alto, New York City, Chicago, and Toronto for those who prefer in‑person collaboration. We value:

• Transparency: open communication across all levels.
• Ownership: every team member is empowered to make decisions that impact the customer experience.
• Learning: continuous skill development and knowledge sharing are encouraged.
• Balance: flexible schedules and generous time‑off policies help you recharge.

Compensation & Benefits

• Hourly wage: $19.00–$21.00, commensurate with experience.
• Equity: stock options that grow with the company.
• Health, dental, and vision insurance.
• 401(k) plan with employer matching.
• Paid vacation, sick leave, and parental leave.
• Wellness stipend and mental health resources.
• Professional development budget.

How to Apply

Ready to join a team that’s reshaping the insurance landscape? Submit your resume and a brief cover letter highlighting why you’re the perfect fit for the Customer Experience Specialist role. We review applications on a rolling basis and will contact shortlisted candidates directly.

Closing

At brighthush, we believe that protecting people’s most important assets should be effortless, transparent, and personalized. If you’re passionate about delivering world‑class customer service, thrive in a fast‑paced, remote setting, and want to be part of a company that’s changing the industry, we want to hear from you. Join us and help turn the complex world of insurance into a simple, human‑centric experience.