Customer Retention Specialist – Pet Insurance Loyalty Champion – Remote, Full‑Time, 24/7 Shift

About brighthush and the Pet‑Insurance Revolution

brighthush is at the forefront of a transformative shift in pet‑insurance. We’re redefining how pet parents protect their furry companions by offering transparent, comprehensive coverage that eliminates surprises and empowers owners to make informed decisions. Our mission is simple yet powerful: to give every pet owner the confidence that their beloved animal is protected, no matter what life throws their way.

With a culture that celebrates empathy, innovation, and a deep love for animals, brighthush has become a trusted partner for millions of pet parents across North America. We’re not just an insurance provider; we’re a community that listens, learns, and grows together. If you’re passionate about making a tangible difference in the lives of pets and their families, you’ll find a home here.

Why Join the brighthush Customer Retention Team?

At brighthush, our Contact Center is the heartbeat of our customer experience. Powered by a team of Care, Sales, Retention, and Support Specialists, we deliver world‑class service 24/7, 365 days a year. As a Customer Retention Specialist, you’ll be the frontline advocate who turns a potential cancellation into a renewed partnership. Your conversations will shape the future of pet‑insurance and reinforce the value of lifelong coverage.

Key Responsibilities

• Educate & Support: Engage pet parents who are considering canceling their policy. Use empathy, active listening, and data‑driven insights to explain the long‑term benefits of brighthush coverage.
• High‑Volume Call Management: Handle a dynamic mix of inbound calls and email inquiries while maintaining a balance of speed, accuracy, and compassion.
• De‑Escalation & Conflict Resolution: Calm emotionally charged conversations, address objections, and guide customers toward solutions that keep them on board.
• Personalized Follow‑Up: Send thoughtful, tailored email follow‑ups that reinforce key points discussed during the call.
• System Navigation: Seamlessly switch between multiple digital platforms—CRM, policy databases, and internal knowledge bases—to deliver a frictionless experience.
• Documentation & Reporting: Accurately record every interaction in the CRM, ensuring data integrity for future analysis and quality assurance.
• Technical Troubleshooting: Resolve common technical issues independently, or identify workarounds while awaiting IT support.
• Team Collaboration: Participate in on‑camera video calls, share best practices, and contribute to a vibrant remote culture.
• Performance Excellence: Consistently meet or exceed productivity and quality metrics, including a minimum of 90% schedule adherence.

Essential Qualifications

• Minimum of 3 years in a customer retention, account management, or similar role within a fast‑paced call‑center environment.
• Proven track record of successfully retaining customers, handling cancellations, and renewing services.
• Strong de‑escalation skills—experience managing complaints, sensitive topics, and emotional conversations with empathy.
• Excellent written and verbal communication, with the ability to adapt tone to individual customer needs.
• Proficiency in navigating multiple digital platforms simultaneously; strong aptitude for diagnosing and resolving real‑time technical issues.
• Advanced CRM experience—documenting, managing, and analyzing customer interactions.
• Self‑motivated technical troubleshooting skills; comfortable using technology independently in a remote setting.
• Experience working remotely in a private, distraction‑free home‑office environment with a reliable hard‑wired internet connection.

Preferred Qualifications & Additional Skills

• Active P&C license in your state of residence, or willingness to obtain one quickly.
• Experience with pet‑insurance products or a passion for animal welfare.
• Knowledge of data analytics tools or experience with performance dashboards.
• Multilingual capabilities to serve a diverse customer base.
• Previous exposure to remote work culture and virtual collaboration tools.

What You’ll Gain at brighthush

Career Growth & Learning Opportunities

At brighthush, we view every team member as a future leader. You’ll have access to:

• Structured onboarding and continuous training modules that keep you ahead of industry trends.
• Mentorship programs pairing you with senior retention specialists and leadership.
• Cross‑functional projects that expose you to Sales, Care, and Product teams.
• Clear career pathways—from Specialist to Senior Specialist, Manager, and beyond.
• Annual performance reviews that align your goals with company objectives.

Work Environment & Culture

Our remote-first approach means you can work from anywhere in the United States, provided you meet the technical requirements. We also offer a hybrid option for those who prefer occasional in‑office collaboration in Seattle.

Key cultural pillars:

• Empathy‑First: Every interaction is guided by genuine care for our customers.
• Transparency: Open communication channels across all levels.
• Innovation: Continuous improvement mindset—your ideas shape our processes.
• Community: Regular virtual team events, pet‑friendly socials, and volunteer opportunities.
• Work‑Life Balance: Flexible scheduling, paid time off, and a supportive environment.

Compensation & Benefits

We believe in rewarding excellence and commitment:

• Base Pay: $23 per hour, full‑time schedule.
• Performance Bonuses: Uncapped monthly bonuses tied to individual metrics.
• Equity: Restricted Stock Units (RSUs) vesting over four years, available to all new hires.
• Sign‑On Bonus: $1,500 for active P&C license holders; licensing coursework and paid study time for those without.
• Health & Wellness: Comprehensive medical, dental, and vision coverage at no cost to the employee.
• Paid Time Off: Four weeks of PTO, nine paid float holidays, and a five‑week sabbatical after five years.
• Pet Perks: Free medical insurance for one dog or cat, and pet‑friendly office amenities.
• Volunteer Time Off: Paid time to support local nonprofits.
• Seattle Office Perks: On‑site gym, dog‑walking services for office pets, free parking, and paid ORCA cards.

Schedule & Availability

This is a full‑time role requiring five 8‑hour shifts per week. The Retention department operates 5:00 AM – 7:00 PM Pacific Time, seven days a week. Your permanent schedule will fall within these hours and will be confirmed during the recruitment process.

Weekend availability is mandatory, including both Saturdays and Sundays, with two consecutive days off during the week. Schedules are fixed and do not rotate.

Training runs Monday‑Friday, 8:00 AM – 5:00 PM Pacific Time. Attendance and active participation—including on‑camera presence—are mandatory to foster engagement and collaboration in our remote environment.

Technical & Remote Work Requirements

• Reliable, hard‑wired Ethernet connection (cable or fiber).
• Distraction‑free home‑office setup.
• Comfortable with remote collaboration tools and independent troubleshooting.

Licensing & Eligibility

• Must hold or be able to obtain an active P&C license in your state of residence.
• Willingness to obtain additional licenses in other U.S. states or Canadian provinces as required.
• Eligible for a $1,500 sign‑on bonus if you already hold an active P&C license.

How to Apply

Ready to make a difference in the lives of pets and their families? Join brighthush and become a pivotal part of a mission‑driven team that values empathy, innovation, and growth.

Click the link below to submit your application and start your journey with brighthush today.