Remote Customer Support Specialist – Multi‑Channel Insurance & Claims Excellence

About brighthush

brighthush is a leading provider of innovative insurance solutions that empower individuals and families to protect what matters most. With a legacy that dates back to 1962, brighthush has grown into a trusted partner for auto, homeowners, and mechanical breakdown coverage, serving millions of customers across the United States. Our mission is simple: deliver exceptional service, transparent policies, and cutting‑edge technology that makes insurance simple, accessible, and reliable.

As a fully remote organization, brighthush embraces flexibility, diversity, and a culture of continuous learning. We believe that great ideas come from people who feel supported, respected, and empowered to grow. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your contributions matter and your career can flourish.

Why Join brighthush?

At brighthush, you’ll experience:

• Work from anywhere in the United States – no commute, no office walls.
• Competitive compensation with performance‑based incentives.
• Comprehensive benefits: medical, dental, vision, life, pet insurance, and a 401(k) plan with company match.
• Generous paid time off, 9 paid holidays, volunteer days, and wellness resources including free mental health coaching.
• Ongoing professional development: tuition assistance, certifications, and internal training programs.
• Clear career progression paths and promotion opportunities within the customer service and operations teams.
• A culture that celebrates success, encourages innovation, and values work‑life balance.

Job Overview

As a Remote Customer Support Specialist at brighthush, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and courteous assistance across multiple communication channels. Your role will involve handling policy and billing inquiries, processing transactions, resolving complex issues, and collaborating with cross‑functional teams to maintain the highest level of customer satisfaction.

Key Responsibilities

• Policy & Billing Support: Deliver expert guidance on policy coverage, deductibles, billing schedules, and claim status. Use your deep knowledge of brighthush products to answer questions confidently and accurately.
• Advanced Inquiry Resolution: Manage sophisticated requests such as policy changes, payment method updates, due‑date adjustments, and payment plan modifications. Assist customers with portal navigation and website troubleshooting.
• Problem Investigation & Resolution: Identify root causes of customer concerns, coordinate with internal stakeholders (claims, underwriting, IT) and external partners (mortgage companies, vendors) to resolve issues that affect coverage or billing.
• Documentation & Compliance: Maintain meticulous records of all customer interactions, ensuring compliance with privacy regulations and internal audit standards. Update customer profiles in brighthush systems and portals.
• Escalation Management: Handle escalated cases involving rate changes, policy cancellations, or complex disputes. Provide clear, empathetic communication and drive resolution while maintaining brand integrity.
• Continuous Improvement: Participate in process improvement initiatives, share feedback on system enhancements, and contribute to knowledge base articles that help teammates and customers.
• Other Duties: Perform additional tasks as assigned, such as data entry, reporting, or special projects that support the broader customer experience strategy.

Essential Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum 1 year of experience in a customer service or call center environment, preferably within the insurance or financial services industry.
• Proficiency in Microsoft Word, Excel, and Outlook for documentation, communication, and data entry.
• Typing speed of at least 30 words per minute.
• Strong written and verbal communication skills, with the ability to actively listen, explain procedures clearly, and tailor explanations to diverse audiences.
• Demonstrated ability to process customer transactions accurately, including policy updates, payment adjustments, and claim submissions.
• Excellent critical‑thinking and problem‑solving skills; able to analyze complex issues, research solutions, and implement effective fixes.
• High attention to detail and the capacity to manage multiple inquiries simultaneously in a fast‑paced environment.
• Self‑motivated, proactive, and committed to meeting deadlines and maintaining high performance standards.
• Experience handling high‑volume calls and working in a remote setting.
• Positive attitude, resilience, and a passion for delivering exceptional customer experiences.

Preferred Qualifications

• Prior experience in the insurance sector, including knowledge of auto, homeowners, or mechanical breakdown policies.
• Familiarity with CRM systems and call‑center platforms (e.g., Salesforce, Zendesk, Genesys).
• Experience with remote collaboration tools such as Slack, Teams, or Zoom.
• Knowledge of HIPAA or other privacy regulations relevant to customer data.
• Previous exposure to escalation management or dispute resolution.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help and solve problems.
• Strong analytical and data‑driven decision‑making abilities.
• Adaptability to changing priorities and evolving processes.
• Team collaboration and cross‑functional communication.
• Time management and organizational skills.
• Tech‑savvy: comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new products, policy updates, and customer‑experience best practices.
• Internal certification tracks that can lead to advanced roles such as Senior Support Specialist, Team Lead, or Operations Manager.
• Cross‑departmental projects that expose you to underwriting, claims, and product development teams.
• Leadership development workshops and coaching to build managerial skills.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and collaboration. We celebrate diversity and encourage every team member to bring their authentic self to work. Our virtual community includes:

• Weekly virtual coffee chats and team huddles.
• Monthly town‑hall meetings with executive leadership.
• Online learning portals and knowledge‑sharing forums.
• Recognition programs that highlight outstanding contributions.
• Well‑being initiatives such as mindfulness sessions, fitness challenges, and mental health resources.

Compensation & Benefits

While specific salary ranges may vary based on experience and location, brighthush offers a competitive base pay that reflects the value of your expertise. In addition to base salary, you will be eligible for:

• Performance‑based incentive bonuses tied to customer satisfaction metrics and team goals.
• Annual holiday bonus and referral bonus programs.
• Comprehensive health, dental, vision, life, and pet insurance plans.
• 401(k) retirement plan with company match.
• Paid training period of 4 weeks to ensure you’re fully equipped for success.
• Paid time off (vacation, sick leave), 9 paid holidays, and volunteer days.
• Professional development stipend and tuition assistance.
• Access to mental health coaching, child and eldercare resources, and other well‑being supports.

How to Apply

If you are passionate about delivering world‑class customer service, thrive in a remote environment, and want to be part of a company that values innovation and growth, we encourage you to apply today. Join brighthush and help us protect the lives and assets of our customers while advancing your own career.

Ready to take the next step? and become a vital part of the brighthush family.