Entry‑Level Surplus Lines Customer Experience Associate – Remote Full‑Time Insurance Operations Specialist – AI‑Powered Insurance Solutions at brighthush – Shape the Future of Insurance Technology and Customer Experience

Welcome to brighthush – Where Innovation Meets Customer Care

At brighthush, we’re not just another insurance technology firm; we’re a movement that’s reshaping how insurers manage risk, underwriting, and compliance through the power of artificial intelligence. Our mission is simple yet ambitious: to empower insurance partners to streamline operations, cut costs, and deliver unforgettable customer experiences. Whether you’re a seasoned professional or just stepping into the industry, brighthush offers a dynamic, remote‑first environment where curiosity, collaboration, and continuous improvement are the cornerstones of success.

About brighthush

Founded in 2018, brighthush has grown from a small startup into a leading provider of AI‑driven insurance solutions for surplus lines carriers across the United States. Our platform integrates advanced machine learning, natural language processing, and real‑time analytics to help insurers make faster, smarter decisions while keeping the human touch at the center of every interaction. We’re proud of our culture of innovation, our commitment to ethical AI, and our focus on creating products that truly solve the challenges of modern insurance.

Why This Role Matters

Customer experience is the heartbeat of every insurance organization. As an Entry‑Level Surplus Lines Customer Experience Associate, you will be the frontline ambassador who turns every client interaction into a showcase of excellence. This role blends hands‑on learning, mentorship, and real‑world impact—all while working remotely from anywhere in the United States. You’ll feel the pulse of a high‑energy, collaborative team that celebrates wins and learns from challenges together.

Role Overview

In this full‑time, remote position, you will serve as the first point of contact for policyholders and agents across the surplus lines market. Your responsibilities will span customer interaction, issue resolution, data stewardship, process improvement, and knowledge sharing. You will collaborate with underwriting, claims, and compliance teams to ensure that every customer journey is seamless, accurate, and compliant with industry regulations.

Key Responsibilities

• Customer Interaction: Respond promptly to inbound inquiries via phone, email, and chat, providing accurate, courteous, and timely assistance to policyholders and agents.
• Issue Resolution: Identify the root cause of customer concerns, deescalate tense situations, and coordinate with underwriting, claims, and compliance teams to deliver swift resolutions.
• Data Management: Accurately enter and update customer information in our proprietary CRM and Microsoft Access databases, ensuring data integrity and compliance with industry regulations.
• Process Improvement: Monitor service metrics, flag recurring issues, and collaborate with cross‑functional teams to refine workflows and enhance the overall customer journey.
• Knowledge Sharing: Maintain up‑to‑date knowledge of brighthush products, policies, and industry trends; contribute to internal knowledge bases and training materials.
• Team Collaboration: Participate in daily huddles, weekly reviews, and ad‑hoc projects, fostering a culture of transparency, accountability, and continuous learning.
• Compliance Adherence: Ensure all customer interactions and data handling practices comply with relevant regulations such as GDPR, CCPA, and state‑specific insurance laws.
• Technology Utilization: Leverage AI‑driven tools and automation platforms to streamline routine tasks and improve response times.
• Performance Reporting: Compile and analyze daily, weekly, and monthly performance reports to identify trends and recommend improvements.
• Customer Feedback Loop: Gather and synthesize customer feedback to inform product enhancements and service improvements.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Proficiency in Microsoft Office Suite (Word, Outlook, Access, Excel) – ability to create reports, analyze data, and automate routine tasks.
• Strong written and verbal communication skills in English.
• Customer‑centric mindset with a genuine desire to help others.
• Detail‑oriented, process‑focused, and capable of managing multiple priorities simultaneously.
• Self‑motivated, team‑player, and comfortable working in a remote environment.
• Experience in a customer service or call‑center role is a plus.
• Basic understanding of insurance terminology and concepts is advantageous.

Preferred Qualifications

• Experience in the insurance or financial services industry.
• Familiarity with surplus lines insurance products and terminology.
• Basic understanding of underwriting, claims, and compliance processes.
• Knowledge of data privacy regulations (e.g., GDPR, CCPA).
• Experience with CRM platforms such as Salesforce or Zendesk.
• Previous exposure to AI or automation tools in a customer‑service context.
• Experience with data visualization tools (e.g., Power BI, Tableau).

Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software applications, troubleshooting basic technical issues, and leveraging automation to increase efficiency.
• Analytical Thinking: Ability to interpret data, spot trends, and propose actionable solutions.
• Emotional Intelligence: Skilled at reading customer emotions, remaining calm under pressure, and turning challenging interactions into positive outcomes.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities can shift quickly.
• Collaboration: Work effectively with remote teammates, share insights, and contribute to a supportive culture.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity levels.
• Continuous Learning: Eagerness to absorb new industry knowledge, technology updates, and process improvements.
• Problem‑Solving: Creative thinker who can devise innovative solutions to complex customer issues.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent and providing clear career pathways. As a Customer Experience Associate, you’ll have the chance to:

• Progress to a Senior Associate or Team Lead role within 12–18 months, based on performance and skill development.
• Transition into specialized roles such as Underwriting Support, Claims Analyst, or Compliance Specialist.
• Participate in our brighthush Academy, an internal learning platform offering courses on insurance fundamentals, data analytics, AI tools, and soft‑skills development.
• Attend quarterly industry conferences, webinars, and workshops—many of which are fully reimbursed.
• Receive mentorship from senior leaders who share their expertise and guide your professional growth.
• Engage in cross‑functional projects that expose you to underwriting, claims, and compliance workflows.
• Earn industry certifications such as the Insurance Industry Essentials or Data Privacy Professional through our tuition reimbursement program.
• Lead or co‑lead process improvement initiatives that directly impact customer satisfaction scores.

Work Environment & Company Culture

At brighthush, we value flexibility, innovation, and a sense of community—even in a remote setting. Our culture is defined by:

• Inclusive Collaboration: Regular virtual team‑building activities, open forums for idea exchange, and a zero‑tolerance policy for bias.
• Well‑Being Focus: Access to mental‑health resources, virtual fitness classes, and a generous paid time off policy to recharge.
• Recognition & Rewards: Monthly shout‑outs, peer‑to‑peer recognition programs, and performance‑based bonuses.
• Innovation Hub: A dedicated Slack channel for brainstorming new tools, process improvements, and product enhancements.
• Transparent Leadership: Quarterly town‑halls with the executive team, where employees can ask questions and receive updates on company strategy.
• Remote‑First Infrastructure: Robust VPN, cloud‑based collaboration tools, and a 24/7 help desk to support your home office setup.
• Community Engagement: Volunteer opportunities and charitable initiatives that allow employees to give back to their local communities.

Compensation & Benefits

brighthush offers a competitive salary range of USD 23,400 – 49,795 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• 401(k) Matching: 4% company match to help you build long‑term wealth.
• Generous Paid Time Off: 15 days of PTO annually, plus sick leave and public holidays.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Professional Development: Reimbursement for industry certifications, conferences, and courses.
• Remote Work Stipend: Monthly allowance to set up a productive home office.
• Employee Assistance Program: Confidential counseling and support services.
• Performance Bonuses: Quarterly bonuses tied to team and individual metrics.
• Technology Allowance: Up‑to‑date laptop, monitor, and headset for optimal remote performance.
• Flexible Work Hours: Core hours with the flexibility to manage your schedule around personal commitments.
• Wellness Perks: Gym membership discounts, mindfulness apps, and wellness stipends.

How to Apply

If you’re passionate about delivering exceptional customer experiences, eager to learn about the insurance industry, and ready to grow within a forward‑thinking organization, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team where your contributions matter and your career can flourish.

Join brighthush Today!

Become a pivotal part of a company that is shaping the future of insurance through technology and customer‑centric values. Apply now and start your journey with brighthush—where innovation meets impact, and every voice is heard.