Remote Insurance Customer Support Associate – Broker & Healthcare Insurance Lifecycle Specialist – Join brighthush’s Innovative CX Team

About brighthush and the Future of Healthcare Insurance Support

brighthush is a trailblazer in the digital customer experience (CX) arena, redefining how businesses connect with their customers through technology‑driven solutions. With a global footprint and a relentless passion for innovation, brighthush empowers partners to deliver seamless, personalized experiences across the entire insurance lifecycle. In the rapidly evolving healthcare insurance market, our mission is to support brokers, groups, and members with world‑class service that drives confidence, compliance, and growth.

Why This Role Matters

As a Remote Insurance Customer Support Associate, you will be the trusted advisor for external brokers, guiding them through complex insurance products, resolving member issues, and ultimately closing more sales. Your work will directly influence the health and financial well‑being of countless individuals and families. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact, this is the role for you.

Key Responsibilities

In this role, you will serve as the frontline champion for our broker partners. Your day‑to‑day tasks will include:

• Issue Resolution & Escalation Management – Identify, diagnose, and resolve complex broker, group, and member inquiries related to benefits, claims, enrollment, and billing across all lines of business.
• Broker Relationship Building – Engage directly with external brokers to establish rapport, understand their unique needs, and build confidence in brighthush’s healthcare insurance offerings.
• Concierge‑Level Support – Provide proactive, high‑touch assistance to brokers, serving as a key acquisition channel that helps them sell our products in diverse markets.
• Process Improvement Collaboration – Work closely with cross‑functional teams (Product, Claims, Billing, and Compliance) to identify recurring pain points and recommend system or workflow enhancements.
• Data Accuracy & Documentation – Maintain meticulous records of broker interactions, issue resolutions, and follow‑up actions in our CRM and knowledge base.
• Performance Metrics & Reporting – Track and report on key performance indicators such as ticket volume, resolution time, broker satisfaction scores, and upsell opportunities.
• Continuous Learning & Knowledge Sharing – Stay current on industry regulations, product updates, and best practices, and share insights with teammates through internal forums and training sessions.

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.

Preferred Qualifications

• Experience working 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.

Skills & Competencies for Success

• Customer‑First Mindset – Always 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.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. When you join our team, you’ll gain access to:

• Over 1,000 free online courses covering everything from advanced insurance knowledge to leadership and technology skills.
• Mentorship programs pairing you with senior leaders in the 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.

Work Environment & Company Culture

brighthush is built on a foundation of 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.

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.

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.

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.

Apply to this Remote Insurance Customer Support Associate position at brighthush