Dynamic Remote Insurance Customer Support Associate – Broker & Healthcare Insurance Lifecycle Specialist – Lead Client Success, Drive Growth, and Innovate at brighthush

About brighthush and the Future of Healthcare Insurance Support

brighthush stands at the forefront of the digital transformation in healthcare insurance. We are redefining how brokers, groups, and individual members experience the entire insurance lifecycle—from enrollment and benefits administration to claims and billing. Our mission is simple yet ambitious: to make healthcare insurance transparent, accessible, and truly customer‑centric. By blending advanced data analytics, AI‑powered tools, and human‑centric design, we empower our partners to deliver world‑class service that meets the evolving needs of a rapidly changing industry.

Our remote‑first culture is built on empathy, integrity, and continuous learning. We believe that the best ideas come from diverse, distributed teams that can collaborate across time zones while staying connected through a shared purpose. At brighthush, every team member is encouraged to experiment, iterate, and grow—both professionally and personally.

The Role: Your Impact as a Remote Insurance Customer Support Associate

As a Remote Insurance Customer Support Associate, you will be the frontline advocate for our broker partners. Your expertise will guide them through complex product offerings, resolve member inquiries, and ultimately help close more sales. You’ll serve as the bridge between the broker community and our internal teams, ensuring that every interaction reflects brighthush’s commitment to excellence and trust.

Key Responsibilities

In this dynamic role, you will:

• Resolve Complex Inquiries – Diagnose and solve high‑level questions related to benefits, claims, enrollment, and billing across all lines of business.
• Build Broker Relationships – Engage with external brokers to understand their unique needs, provide tailored solutions, and foster long‑term partnerships.
• Deliver Concierge‑Level Support – Offer proactive, high‑touch assistance that serves as a critical acquisition channel for our products in diverse markets.
• Collaborate on Process Improvement – Work closely with Product, Claims, Billing, and Compliance teams to identify recurring pain points and recommend system or workflow enhancements.
• Maintain Data Integrity – Record every interaction, resolution, and follow‑up action in our CRM and knowledge base with meticulous accuracy.
• Track Performance Metrics – Monitor ticket volume, resolution time, broker satisfaction scores, and upsell opportunities to drive continuous improvement.
• Share Knowledge and Insights – Stay current on industry regulations, product updates, and best practices, and disseminate findings through internal forums and training sessions.
• Champion Customer Advocacy – Act as the voice of the broker, ensuring that their feedback informs product development and service enhancements.
• Support Sales Enablement – Provide brokers with the tools, resources, and training they need to effectively sell and support our insurance solutions.
• Participate in Innovation Initiatives – Contribute ideas for new features, automation opportunities, and customer experience improvements that align with brighthush’s strategic goals.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in insurance or a related field.
• High school diploma or equivalent; associate’s or bachelor’s degree is a plus.
• Proven ability to troubleshoot and resolve mid‑to‑high level customer service issues with empathy and efficiency.
• Strong computer literacy and familiarity with CRM systems, spreadsheets, and knowledge bases.
• Reliable high‑speed internet connection (minimum 15 Mbps) and a dedicated workspace.
• Access to a wired USB headset (Bluetooth headsets are not supported) and a smartphone or tablet running iOS or Android for daily log‑ins.
• Excellent verbal and written communication skills in English.
• Self‑motivated, organized, and able to manage multiple priorities in a remote setting.
• Demonstrated commitment to continuous learning and professional development.
• Ability to adapt quickly to new tools, processes, and regulatory changes.

Preferred Qualifications

• Experience with healthcare insurance products, claims processing, or enrollment systems.
• Background in broker‑centric support or sales enablement.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous experience in a remote or distributed team environment.
• Proficiency in additional languages (Spanish, French, Mandarin, etc.) is a plus.
• Experience with data analytics tools or reporting dashboards.
• Familiarity with agile project management methodologies.

Skills & Competencies for Success

• Customer‑First Mindset – Prioritize the broker’s and member’s experience, turning challenges into opportunities for delight.
• Analytical Thinking – Quickly assess complex scenarios, identify root causes, and propose actionable solutions.
• Communication Excellence – Articulate complex information clearly, both verbally and in writing, to diverse audiences.
• Adaptability & Resilience – Thrive in a dynamic environment where priorities shift and new tools or policies are introduced.
• Team Collaboration – Work effectively with cross‑functional partners, sharing insights and contributing to continuous improvement.
• Time Management – Balance high‑volume ticket resolution with proactive outreach and follow‑up tasks.
• Tech Savviness – Comfortable learning new software, troubleshooting technical issues, and leveraging data for decision‑making.
• Leadership Potential – Demonstrate initiative, influence peers, and mentor junior team members when opportunities arise.

Career Growth & Learning Opportunities

At brighthush, we view your professional development as a partnership. When you join our team, you’ll gain access to:

• Over 1,000 free online courses covering advanced insurance knowledge, leadership, technology, and soft skills.
• Mentorship programs pairing you with senior leaders in insurance and CX domains.
• Regular performance reviews that identify growth pathways and set clear, achievable goals.
• Internal mobility options – move laterally into product management, claims analysis, or sales enablement roles.
• Opportunities to lead process improvement projects or contribute to new product launches.
• Annual learning stipend to support certifications, conferences, or industry events.
• Access to a curated library of industry research, whitepapers, and case studies.
• Participation in cross‑functional hackathons and innovation sprints.

Work Environment & Company Culture

brighthush thrives on inclusivity, collaboration, and community impact. Our remote culture is designed to empower you while fostering connection:

• Fully remote work model for eligible U.S. residents (excluding AK, CA, HI, and outside the U.S.). Special business needs may allow flexibility for Colorado, Florida, Illinois, Massachusetts, New Jersey, New York, Washington, and Washington, D.C.
• Weekly virtual team huddles, monthly town halls, and quarterly off‑site retreats (when safe) to build camaraderie.
• Inclusive hiring practices that celebrate diverse backgrounds and perspectives.
• Community‑first initiatives – volunteer days, charitable partnerships, and sustainability projects.
• Individualized webcam‑enabled coaching sessions to support your growth and well‑being.
• Access to a robust employee assistance program (EAP) for mental health support.
• Flexible work hours to accommodate personal commitments and time‑zone differences.
• Regular recognition programs celebrating achievements, milestones, and contributions.

Compensation, Perks, and Benefits

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

• Performance‑based bonus opportunities tied to individual and team metrics.
• Comprehensive health, dental, and vision plans, with options for telehealth services.
• Paid time off (PTO) that accrues with tenure, plus paid holidays.
• Tuition reimbursement for approved courses and certifications.
• Wellness incentives such as gym memberships, mindfulness apps, and ergonomic support.
• Flexible work hours to accommodate personal commitments and time‑zone differences.
• Access to a robust employee assistance program (EAP) for mental health support.
• Annual stipend for professional development, conferences, and industry events.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

Why brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a mission to transform healthcare insurance support. You’ll:

• Work with cutting‑edge technology that streamlines complex insurance processes.
• Partner with a global team that values innovation, collaboration, and continuous learning.
• Make a real difference in the lives of brokers, members, and the communities they serve.
• Enjoy a flexible, remote work environment that respects your work‑life balance.
• Benefit from a culture that rewards performance, encourages growth, and celebrates diversity.
• Be part of a company that invests heavily in employee well‑being and professional development.
• Contribute to a product that is reshaping the insurance industry for the better.

Ready to Make an Impact?

If you’re ready to bring your customer service expertise to a dynamic, growth‑oriented team, we encourage you to apply today. Join brighthush and help shape the future of healthcare insurance support—one broker at a time.