Seasonal Bilingual Customer Experience Champion – Remote Spanish & English First‑Contact Resolution Specialist – Accelerating Customer Success, Innovation, and Growth at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re redefining the future of insurance and financial services by blending cutting‑edge technology with a deeply human‑centered approach. Our guiding mantra, “Make Tomorrow Better,” is more than a slogan—it’s the heartbeat of every product, every decision, and every customer touchpoint. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where curiosity is celebrated, diversity is embraced, and innovation is rewarded.

Why Join brighthush? A Culture of Growth, Flexibility, and Impact

Remote, Flexible Work – Enjoy the freedom to balance professional ambition with personal life. Our fully remote model means you can work from anywhere while staying connected to a vibrant, collaborative team.

Competitive Compensation & Comprehensive Benefits – We offer a market‑competitive salary, health, dental, and vision coverage, a company‑matched 401(k), paid holidays, and generous parental leave. Your well‑being is our priority.

Learning & Development – From structured onboarding to continuous training, we invest in your growth. Earn certifications, attend workshops, and access a digital learning platform that covers soft skills, technical tools, and leadership development.

Impactful Work – Every interaction you manage contributes to a larger mission: redefining customer experience in the financial sector. Your insights help shape products, processes, and the future of brighthush.

Role Overview

As a Seasonal Bilingual Customer Experience Champion, you will be the first line of support for Spanish‑ and English‑speaking customers. Your primary goal is to resolve inquiries swiftly, maintain high satisfaction scores, and uphold the operational standards that define brighthush. This remote position demands a proactive, detail‑oriented professional who can manage a high volume of calls, emails, and chat interactions while consistently delivering a positive customer experience.

Key Responsibilities

• Handle inbound and outbound customer interactions across phone, email, and chat, ensuring each inquiry is resolved efficiently and professionally.
• Maintain a high first‑contact resolution rate by applying problem‑solving skills and deep product knowledge.
• Adhere to quality assurance guidelines and key performance indicators (KPIs) such as average handle time, customer satisfaction score, and service level.
• Escalate complex issues to the appropriate teams while keeping the customer informed throughout the process.
• Participate in ongoing training sessions and knowledge‑sharing initiatives to stay current on product updates and best practices.
• Contribute to departmental projects and company initiatives as needed, demonstrating flexibility and teamwork.
• Work a Monday‑through‑Friday schedule, with occasional shift flexibility for peak periods or special projects.
• Maintain accurate, up‑to‑date records in the CRM and other systems, ensuring data integrity and compliance.
• Collaborate with cross‑functional teams—such as underwriting, claims, and technical support—to deliver seamless solutions.
• Actively seek feedback from customers and internal stakeholders to identify process improvements.
• Document and share best practices and lessons learned with the broader customer experience community.
• Support the implementation of new tools and processes, providing user feedback and training to peers.

Essential Qualifications

• High school diploma or equivalent; additional education in business, communications, or a related field is a plus.
• Minimum of 1 year of customer service experience in a similar role, preferably in the insurance or financial services industry.
• Fluency in both Spanish and English (reading, writing, and speaking) with excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating multiple web‑based applications.
• Strong problem‑solving ability, with a knack for asking probing questions and uncovering root causes.
• Detail‑oriented, organized, and able to manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Team‑oriented mindset, with a commitment to achieving both individual and collective goals.
• Reliable, punctual, and able to maintain a consistent attendance record.
• Experience with call‑center software (e.g., a leading CRM platform, or similar).
• Knowledge of insurance products, policies, and regulatory requirements.
• Previous remote work experience, demonstrating self‑discipline and time‑management skills.
• Additional language skills beyond Spanish and English.
• Certification in Customer Experience Management or related fields.

Preferred Qualifications

• Advanced certifications in customer service or call‑center operations (e.g., CCSP, CSCS).
• Experience with data analytics tools or dashboards to track and improve KPIs.
• Background in a bilingual call‑center environment with high call volume.
• Familiarity with regulatory compliance in the financial sector.
• Experience mentoring or coaching junior team members.

Core Competencies & Skills

• Customer‑First Mindset: Ability to listen actively, empathize, and exceed service expectations.
• Communication: Clear, concise, and professional communication across all channels.
• Technical Proficiency: Comfortable learning new systems quickly and troubleshooting basic technical issues.
• Adaptability: Thrive in a fast‑moving environment with changing priorities.
• Collaboration: Work effectively with cross‑functional teams to resolve complex customer issues.
• Time Management: Prioritize tasks, meet deadlines, and manage high call volumes without sacrificing quality.
• Analytical Thinking: Use data and metrics to drive continuous improvement.
• Resilience: Maintain composure under pressure and handle challenging customer interactions with professionalism.
• Innovation: Identify opportunities to streamline processes and enhance the customer journey.
• Learning Agility: Quickly absorb new information and apply it in real‑time scenarios.

Career Growth & Learning Opportunities

At brighthush, every role is a stepping stone toward greater responsibility. As a Bilingual Customer Experience Champion, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer engagement techniques, and industry trends.
• Mentorship from senior customer experience leaders who will guide your professional development.
• Internal career pathways into roles such as Customer Success Manager, Operations Analyst, or Product Specialist.
• Annual learning stipend and reimbursement for relevant certifications, including FLMI and ICA courses.
• Opportunities to lead or participate in cross‑departmental projects that drive innovation and process improvement.
• Access to a digital learning platform with courses on soft skills, technical tools, and leadership development.
• Regular performance reviews that provide actionable feedback and set clear growth objectives.
• Participation in hackathons, innovation labs, and customer experience think‑tanks.
• Exposure to emerging technologies such as AI‑powered chatbots, predictive analytics, and automated workflow systems.

Work Environment & Culture

brighthush fosters a culture of inclusivity, transparency, and continuous improvement. Key cultural pillars include:

• Respect & Collaboration: Every team member’s voice is heard, and diverse perspectives are valued.
• Innovation: We encourage creative problem‑solving and reward ideas that enhance customer experience.
• Well‑Being: Flexible work arrangements, mental health resources, and wellness programs support a healthy work‑life balance.
• Community Impact: We actively engage in initiatives that give back to the communities we serve.
• Continuous Learning: A culture that celebrates curiosity and supports ongoing skill development.
• Recognition & Celebration: Regular shout‑outs, spot bonuses, and team celebrations for milestones and achievements.
• Global Collaboration: Work with colleagues across time zones, cultures, and disciplines to deliver a unified customer experience.
• Transparent Leadership: Open communication channels with senior leaders and a clear roadmap for company growth.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary that reflects your expertise and contributions. In addition, you will enjoy a robust benefits package that includes:

• Health, dental, and vision insurance plans.
• Company‑matched 401(k) and pension plans.
• Paid holidays, vacation, and sick leave.
• Parental leave and flexible family‑support policies.
• Subsidized wellness subscriptions (fitness, mindfulness, nutrition, sleep).
• Company‑paid counseling and mental health resources.
• Continued education reimbursement and professional development courses.
• Discounts on company events and local attractions.
• Performance‑based bonuses and incentive programs.
• Access to a state‑of‑the‑art remote work toolkit, including ergonomic equipment and high‑speed internet stipends.
• Employee stock purchase plan and equity options for long‑term growth.
• Annual company retreats and virtual team‑building activities.

How to Apply

Ready to make a difference and grow your career with brighthush? Click the link below to submit your application and join a team that values your unique talents and perspectives. We look forward to welcoming you to our family of innovators and customer‑centric professionals.