Dynamic Customer Service Representative – Pet Insurance & Claims Specialist – Remote, Full‑Time – Join brighthush

About brighthush

brighthush is more than a pet‑health company; it’s a movement that reimagines how pet parents protect, nurture, and celebrate their companions. Founded in 2021, we have rapidly become a trusted partner for families across North America, offering a suite of services that includes comprehensive pet insurance, educational content, and cutting‑edge lost‑and‑found recovery solutions. Our mission is simple yet powerful: to make pet parenting easier, healthier, and more joyful by combining technology, empathy, and a deep love for animals.

We operate at the intersection of innovation and compassion. Our data‑driven platform streamlines claims, while our community‑focused resources empower owners with knowledge and confidence. Every interaction—whether a phone call, an email, or a chat—has the potential to change a pet’s life and a family’s peace of mind. That is the heartbeat of brighthush.

Why brighthush is the Place to Grow Your Career

At brighthush, you’re not just filling a role—you’re shaping the future of pet care. We value:

• Empathy‑First Culture: Every team member is encouraged to listen deeply, act kindly, and put the customer at the center of everything we do.
• Innovation & Continuous Learning: We invest in the latest tools, data analytics, and training programs so you can stay ahead of industry trends.
• Remote‑First Flexibility: Work from anywhere in the United States, with a schedule that respects your life outside of work.
• Diversity & Inclusion: Our distributed team brings a wealth of perspectives, ensuring that every voice is heard and valued.
• Career Path Clarity: Transparent promotion tracks and mentorship programs help you move from Customer Service Representative to Team Lead, Manager, or even cross‑functional roles in underwriting, claims, or product.

When you join brighthush, you become part of a community that celebrates pet lovers, supports professional growth, and rewards impact.

Key Responsibilities

• High‑Volume Customer Support: Handle 70–90 inbound phone calls daily, delivering exceptional service while maintaining accuracy and compliance.
• Email & Digital Communication: Respond to customer emails and chat messages within SLA, ensuring a consistent, friendly tone across all channels.
• Policy & Claims Guidance: Assist pet parents with policy changes, claim submissions, and coverage questions, ensuring clarity and timely resolution.
• Cross‑Functional Collaboration: Partner with underwriting, claims, and marketing teams to resolve complex requests and feed back customer insights into product development.
• Knowledge Sharing & Continuous Improvement: Participate in daily huddles, share best practices, and contribute to the evolving knowledge base.
• Emotional Resilience: Manage emotionally charged or challenging situations with composure, empathy, and professionalism.
• Process Optimization: Identify bottlenecks, propose workflow enhancements, and help implement new tools or procedures.
• Additional Duties: Perform ad‑hoc tasks as needed to support the contact center’s overall success.

Essential Qualifications

• Resilience & Emotional Intelligence: Demonstrated ability to stay calm, patient, and professional during high‑pressure interactions.
• Communication Mastery: Exceptional verbal and written skills, with a natural talent for building rapport and simplifying complex information.
• Adaptability: Thrive in a fast‑paced, dynamic environment while juggling multiple priorities and shifting demands.
• Experience: Prior customer service or call‑center experience, ideally in insurance, finance, or a related field.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously, including CRM, ticketing, and knowledge‑base systems.
• Customer‑Centric Mindset: A genuine desire to improve the customer experience and help pet parents find solutions to their concerns.

Preferred Qualifications

• Background in pet insurance, veterinary services, or animal‑related industries.
• Experience with call‑center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Knowledge of current pet health and wellness trends.
• Multilingual abilities to serve a diverse customer base.
• Previous exposure to remote work environments and virtual collaboration tools.

Skills & Competencies

• Active Listening: Fully understand customer needs before proposing solutions.
• Problem‑Solving: Diagnose issues quickly and recommend appropriate actions.
• Time Management: Efficiently manage call queues and email responses while maintaining quality.
• Team Collaboration: Work effectively with colleagues across departments to resolve complex cases.
• Data‑Driven Decision Making: Use metrics and feedback to continuously improve service delivery.
• Adaptability to Change: Embrace new processes, tools, and policies with a positive attitude.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. We offer:

• Structured onboarding and a 6‑week training program that covers product knowledge, customer‑service excellence, and industry best practices.
• Mentorship from senior team members and leadership, providing guidance and career advice.
• Access to internal learning platforms covering product updates, soft‑skill development, and industry trends.
• Clear promotion tracks from Customer Service Representative to Team Lead, Manager, and beyond.
• Opportunities to transition into product, underwriting, or claims roles based on performance and interest.
• Annual learning stipend for external courses, certifications, or conferences.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We prioritize:

• Transparent communication through weekly all‑hands meetings and real‑time chat channels.
• Inclusive decision‑making that values every voice.
• Regular virtual team‑building events, wellness challenges, and pet‑friendly celebrations.
• A focus on mental and physical well‑being, with resources such as Employee Assistance Programs and wellness stipends.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• Life insurance and disability coverage at no cost to the employee.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Retirement savings plan with company match.
• Paid parental leave (12 weeks fully paid) and generous personal PTO.
• Paid holidays, company‑wide wellness days, and volunteer time off.
• Pet‑friendly perks, including group pet insurance and occasional pet‑in‑office days.
• Remote‑work stipend and home‑office equipment allowance.
• Ongoing professional development and training budgets.

How to Apply

Ready to make a difference in the lives of pet parents and their furry companions? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to brighthush Today

Interview & Communication Notice

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