Dynamic Customer Experience Champion – Hybrid Virtual & On‑Site Insurance Support – Elevate Client Success at brighthush

Welcome to brighthush – Where Innovation Meets Exceptional Service

At brighthush, we’re redefining the insurance landscape by marrying cutting‑edge technology with a relentless focus on the human experience. Our mission is simple: empower individuals and businesses to protect what matters most, while delivering support that feels personal, proactive, and truly transformative. If you thrive in a fast‑moving environment, love solving puzzles, and are passionate about turning complex policy details into clear, actionable guidance, you’ll find a home here.

Position Overview

We’re on the hunt for a Dynamic Customer Experience Champion who can seamlessly blend the flexibility of a virtual role with the camaraderie of occasional in‑office collaboration. Based in Warwick, RI, you’ll serve as the first point of contact for customers navigating policy questions, account management, and service requests. Your blend of empathy, professionalism, and problem‑solving will directly shape customer satisfaction, loyalty, and the continuous improvement of our products.

Why This Role Matters

Insurance can be daunting. Customers often need clear, concise guidance to make confident decisions. By providing accurate, timely, and friendly support, you’ll help them feel secure and valued. Your insights will also feed into our data‑driven improvement initiatives, ensuring that brighthush’s offerings evolve to meet real‑world needs.

Key Responsibilities

• Customer Interaction: Handle inbound calls, emails, and chat inquiries with a professional, courteous tone, ensuring every customer feels heard and respected.
• Policy Expertise: Research and explain brighthush policy details, coverage options, and eligibility criteria, turning technical jargon into plain language.
• Issue Resolution: Diagnose root causes of customer concerns, propose clear, actionable solutions, and follow up to confirm satisfaction.
• Account Management: Assist with account access, password resets, and other administrative tasks, maintaining a smooth customer journey.
• Escalation Management: Identify complex or policy‑modification requests and route them to specialized internal teams, ensuring timely resolution.
• Data Accuracy: Maintain up‑to‑date customer records in our CRM and other electronic systems, ensuring data integrity and compliance.
• Process Improvement: Collaborate with cross‑functional teams to refine support workflows, reduce friction, and enhance the overall customer experience.
• Training & Development: Engage in ongoing learning modules to stay current on product updates, industry trends, and best practices.
• Shift Flexibility: Work a range of shifts, including evenings and weekends, to meet business demands and support a 24/7 customer base.
• Team Collaboration: Attend periodic in‑office meetings, training sessions, and team events at the Warwick office, fostering a sense of community and shared purpose.

Training & Onboarding

Our onboarding journey is designed to equip you with the knowledge, tools, and confidence you need to excel.

• Virtual Training Period: November 9 – December 18, 8:30 AM–5:00 PM EST (Monday–Friday).
• In‑Person Training: Full‑time in‑office training from November 9 through December 18.
• Post‑Training Schedule: Monday–Friday, 8:00 AM–11:00 PM EST with potential evening shifts up to 11:00 PM.
• Location Requirement: Must reside within a 50‑mile commutable distance of Warwick, RI.
• Technology: Reliable high‑speed internet and a suitable home‑office setup are mandatory.
• Attendance: Periodic in‑office presence may be required for meetings, team building, and business continuity.

Essential Qualifications

• High school diploma or GED equivalent.
• 1–2 years of customer service experience; call center experience preferred.
• Intermediate computer proficiency and comfort navigating multiple screens/systems.
• Strong oral and written communication skills.
• Professional, engaging phone presence with excellent active listening.
• Ability to learn new products, systems, and procedures quickly.
• Self‑motivated and capable of working independently from a home office.
• Strong teamwork and problem‑solving skills.
• Flexibility to work varying shifts based on business needs.

Preferred Qualifications

• Previous call center experience.
• Proficiency with Microsoft Office Suite.
• Experience troubleshooting browser issues (Chrome, Edge, Firefox).
• Experience clearing cookies/cache and capturing screenshots.
• Familiarity with navigating multiple electronic systems.
• Prior insurance or policy‑related customer service experience.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Aptitude: Comfortable with CRM platforms, knowledge bases, and multi‑screen workflows.
• Communication: Clear, concise, and empathetic communication across verbal and written channels.
• Problem Solving: Analytical thinking to diagnose issues and propose effective solutions.
• Adaptability: Thrive in a fast‑paced environment with shifting priorities.
• Team Player: Collaborate across departments to drive continuous improvement.
• Time Management: Prioritize tasks and meet deadlines in a dynamic setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Service Specialist, you will:

• Gain exposure to a wide range of insurance products and services.
• Participate in mentorship programs and peer‑learning circles.
• Access a robust learning portal featuring courses on product knowledge, soft skills, and technical tools.
• Earn certifications in customer service excellence and industry best practices.
• Advance into specialized roles such as Claims Specialist, Policy Advisor, or Team Lead.

Work Environment & Company Culture

brighthush cultivates a culture of inclusivity, innovation, and work‑life balance. Key highlights include:

• Hybrid work model: flexible remote work with periodic in‑office collaboration.
• Open communication channels: regular town halls, feedback loops, and cross‑departmental projects.
• Employee wellness initiatives: virtual fitness classes, mental health resources, and flexible scheduling.
• Recognition programs: peer‑to‑peer shoutouts, performance bonuses, and milestone celebrations.
• Community engagement: volunteer opportunities and charitable partnerships.

Compensation & Benefits

While the base rate for this role is competitive at $20.00 per hour, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Health, dental, and vision insurance (employee‑only and family plans).
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) for mental health and counseling.
• Flexible work arrangements and remote‑work stipend.
• Employee discounts on brighthush products and partner services.

How to Apply

Ready to join a team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to this job

Join brighthush Today

As a Customer Service Specialist, you will be the voice that guides customers through their insurance journey, ensuring they feel supported, informed, and confident. If you are passionate about delivering top‑notch service, thrive in a collaborative environment, and are eager to grow your career in the insurance industry, we want to hear from you. Apply now and become part of a forward‑thinking team that is shaping the future of insurance support.