Customer Service Representative – Remote Travel Insurance Specialist – Full‑Time Call Center Agent for brighthush

Why Join brighthush?

At brighthush, we believe that ambition thrives when people are given genuine space to grow and the autonomy to shape their own success. Our mission is simple yet powerful: empower travelers to navigate the world on their own terms, at their own pace, and with complete peace of mind. As a leader in the travel‑insurance space, brighthush blends cutting‑edge digital capabilities, sophisticated data analytics, and deep industry expertise to deliver tailored protection for millions of globetrotters each year.

Our culture is built on four core values—empathy, adaptability, accountability, and collaboration. These values guide every interaction, whether we’re brainstorming bold new product ideas, supporting a teammate through a challenging call, or celebrating a customer’s successful trip. When you join brighthush, you become part of a community that celebrates curiosity, shares knowledge openly, and rewards bold thinking.

About the Role

We are seeking a motivated, remote Customer Service Representative who will serve as the front‑line guide for travelers choosing the right insurance coverage. In this role, you’ll combine your passion for helping people with a keen understanding of travel‑insurance products, delivering an experience that turns first‑time callers into lifelong brand advocates.

Key Responsibilities

• Engage with customers via phone, email, and live chat to uncover their travel plans, concerns, and insurance needs.
• Educate callers on brighthush’s portfolio of travel‑insurance policies, clearly explaining coverage options, benefits, exclusions, and pricing.
• Guide customers through side‑by‑side comparisons, helping them make informed decisions that align with their itinerary, budget, and risk tolerance.
• Address objections, resolve complex issues, and de‑escalate challenging situations with professionalism and empathy.
• Collaborate closely with underwriting, claims, and product teams to ensure accurate information flow and swift resolution of customer inquiries.
• Maintain up‑to‑date knowledge of industry trends, regulatory changes, and new product releases through continuous learning and regular training sessions.
• Document all interactions in the CRM system with precision, ensuring compliance with data‑privacy standards and internal quality metrics.
• Participate in scheduled team huddles, coaching sessions, and performance reviews to continuously improve service quality.

Essential Qualifications

• High school diploma or equivalent; additional coursework or certifications in customer service, insurance, or related fields is a plus.
• Minimum of 1‑2 years of experience in a customer‑service or sales environment, preferably within insurance, travel, or a related industry.
• Exceptional verbal and written communication skills, with a clear, friendly, and confident phone presence.
• Strong active‑listening abilities and a problem‑solving mindset that puts the customer first.
• Proficiency with standard computer applications (Microsoft Office, Google Workspace) and comfort navigating multiple software platforms simultaneously.
• Demonstrated ability to work independently in a remote setting, manage time effectively, and meet performance targets.
• Reliable high‑speed internet connection (speed test required) and a quiet, professional home office environment.
• Background verification that does not impede the ability to obtain any required insurance licenses.

Preferred Qualifications & Skills

• Previous experience in travel insurance sales or support, with a solid grasp of policy structures, claim processes, and regulatory considerations.
• Experience using CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Familiarity with remote‑work collaboration tools such as Zoom, Slack, or Microsoft Teams.
• Certification in insurance licensing (e.g., Property & Casualty, Travel Insurance) or a willingness to obtain one.
• Demonstrated track record of meeting or exceeding key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.

Core Competencies for Success

• Empathy: Ability to genuinely understand and respond to the unique concerns of each traveler.
• Adaptability: Comfort navigating a fast‑changing product suite and shifting regulatory landscape.
• Accountability: Ownership of each interaction, from initial contact through post‑sale follow‑up.
• Communication: Clear, concise, and persuasive articulation of complex insurance concepts.
• Tech‑savvy: Quick adoption of new digital tools, e‑learning modules, and data‑driven insights.
• Team Orientation: Willingness to share best practices, mentor peers, and contribute to a collaborative culture.

Training & Development

Our comprehensive onboarding program spans 3‑4 weeks and blends self‑paced e‑learning with live mock calls, interactive chats, and frequent one‑on‑one video coaching. You’ll receive:

• Structured product training covering every brighthush travel‑insurance offering.
• Guided practice sessions with real‑time feedback from seasoned supervisors.
• Access to a knowledge base, recorded webinars, and a community forum for continuous learning.
• Opportunities to earn industry‑recognized certifications and, where applicable, insurance licenses.

Work Schedule & Flexibility

After successful completion of training, you’ll join a rotating schedule that covers our extensive operating window of 8 am – 10 pm ET, seven days a week. We offer multiple fixed‑schedule options, including:

• Day shifts (8 am – 4 pm ET)
• Swing shifts (12 pm – 8 pm ET)
• Night shifts (4 pm – 12 am ET)
• Weekend and holiday coverage as needed

All shifts are fully remote, allowing you to work from any location with a reliable internet connection.

Compensation, Benefits & Perks

Base Pay: Competitive hourly rate starting at $17/hr, adjusted for experience, location, and performance.

Benefits Package (U.S. employees):**