Remote Customer Service Specialist – Vision & Health Care Solutions – Customer Experience & Claims Management

About brighthush

brighthush is a global leader in vision and health care services, dedicated to delivering innovative solutions that improve the lives of millions. With a legacy of excellence spanning over two decades, brighthush has earned a reputation for combining cutting‑edge technology with compassionate care. Our mission is simple: to bring clarity and confidence to every customer interaction, ensuring that each person receives the support they need, when they need it.

As a remote-first organization, brighthush empowers its workforce to thrive from anywhere in the world. We believe that flexibility, collaboration, and continuous learning are the cornerstones of a high‑performing team. If you are passionate about customer service, enjoy problem‑solving, and want to be part of a company that values innovation and inclusion, brighthush is the place for you.

Key Responsibilities

As a Remote Customer Service Specialist, you will be the frontline advocate for our customers, ensuring that every inquiry is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Inbound Support: Handle routine to complex inquiries via phone and email regarding product information, eligibility, orders, and payments.
• Claims & Logistics: Process UPS claims, trace packages, gather documentation, and resolve missing or damaged shipment issues.
• Customer Education: Provide clear, concise guidance to clients, helping them navigate our products and services.
• Trend Analysis: Track customer trends, identify recurring issues, and recommend operational improvements.
• Escalation Management: Escalate systemic problems to the appropriate teams while maintaining a high level of service.
• Multi‑System Navigation: Seamlessly switch between multiple internal software systems, ensuring data accuracy and compliance.
• Continuous Improvement: Participate in ongoing training and feedback loops to refine processes and enhance customer satisfaction.

Essential Qualifications

• Minimum of 2 years of experience in a customer service or call center environment.
• Proven ability to handle complex inquiries with a calm, solution‑oriented approach.
• Strong written and verbal communication skills in English.
• Experience with CRM platforms and basic software proficiency.
• Excellent active listening and empathy skills.
• Ability to work independently in a remote setting while maintaining high productivity.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience in the vision or health care industry.
• Familiarity with UPS or other shipping logistics platforms.
• Knowledge of claims processing and reimbursement procedures.
• Experience with data analysis tools or customer trend reporting.
• Previous remote work experience with a proven track record of meeting or exceeding performance metrics.

Skills & Competencies

• Customer Relationship Management (CRM): Proficiency in using CRM systems to track interactions and resolve issues.
• Empathy & Emotional Intelligence: Ability to understand and respond to customer emotions and concerns.
• Telephone Etiquette: Polished phone manners and clear communication.
• Active Listening: Focused attention to customer needs and details.
• Analytical Thinking: Ability to dissect problems and identify root causes.
• Claims Processing: Knowledge of claim submission, documentation, and follow‑up.
• Basic Software Skills: Comfortable with spreadsheets, word processors, and collaboration tools.
• Problem Solving: Creative and decisive approach to resolving issues.
• Organizational Skills: Managing multiple tasks and priorities efficiently.
• Written Communication: Clear, concise, and professional email writing.
• Logistics Knowledge: Understanding of shipping, tracking, and delivery processes.

Career Growth & Development

At brighthush, we believe that your career should evolve with you. As a Remote Customer Service Specialist, you will have access to:

• Structured onboarding and a mandatory 2‑week training program that covers product knowledge, system navigation, and customer service best practices.
• Ongoing learning opportunities, including webinars, workshops, and certifications in customer experience, logistics, and healthcare compliance.
• Clear performance metrics that open doors to advanced roles such as Senior Customer Support Specialist, Team Lead, or Customer Success Manager.
• Mentorship programs that pair you with experienced leaders to guide your professional growth.
• Cross‑functional projects that allow you to collaborate with product, marketing, and operations teams.

Work Environment & Culture

brighthush is committed to fostering an inclusive, collaborative, and supportive work environment. Key aspects of our culture include:

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection. Our first shift runs from 10 AM to 6:30 PM, but we offer multiple shift windows to accommodate different time zones.
• Inclusive Hiring: We are an equal opportunity employer, welcoming candidates of all backgrounds, abilities, and identities.
• Team Collaboration: Regular virtual team meetings, brainstorming sessions, and social events keep our remote workforce connected.
• Recognition & Rewards: We celebrate achievements through peer recognition programs, performance bonuses, and spot awards.
• Well‑Being Support: Access to mental health resources, wellness programs, and flexible time off policies.

Compensation & Benefits

We offer a competitive hourly wage of $17.00 to $17.01 per hour, commensurate with experience and performance. In addition to your base pay, you will receive:

• Health, dental, and vision insurance plans.
• Prescription coverage and accidental death & dismemberment (AD&D) protection.
• Short‑term disability and life insurance options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend for courses and certifications.
• Remote work stipend to support home office setup.

Shift Schedule & Training

Our first shift runs from 10 AM to 6:30 PM. However, we offer flexible shift windows to accommodate different time zones:

• 6:55 AM – 3:25 PM PT / 9:55 AM – 6:25 PM ET
• 8:30 AM – 5:00 PM PT / 11:30 AM – 8:00 PM ET

All new hires undergo a mandatory 2‑week training program, Monday through Friday, 8:00 AM – 4:30 PM PST / 11:00 AM – 7:30 PM EST. This intensive training ensures you are fully equipped to deliver exceptional customer service from day one.

Equal Opportunity & Accessibility

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require a reasonable accommodation during the application or interview process, please contact [email protected]. We are dedicated to ensuring a fair and accessible experience for every candidate.

How to Apply

Ready to join a team that values your expertise and supports your growth? Submit your resume and cover letter to [email protected] or click the link below to apply directly:

We review applications on a rolling basis, so don’t wait—apply today and start your journey with brighthush, where your dedication to customer care can shine.