Seasoned Bilingual Senior Customer Service Representative – Remote, High‑Volume Client Support, Spanish & English

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that empowers businesses to deliver exceptional customer experiences at scale. With a focus on health‑care, financial services, and public‑sector programs, we help our partners streamline operations, improve compliance, and elevate service quality. Our remote‑first culture means you can join a global team from anywhere in the United States while enjoying the flexibility and autonomy that modern work demands.

Why This Role Matters

As a Senior Customer Service Representative on our high‑volume client services team, you will be the frontline advocate for millions of customers, providers, and stakeholders. Your bilingual fluency in Spanish and English will enable you to bridge communication gaps, resolve complex inquiries, and ensure that every interaction reflects brighthush’s commitment to excellence and compliance.

Key Responsibilities

• Handle inbound and outbound communications across phone, IVR, email, and workflow platforms, ensuring timely and accurate responses.
• Provide clear, concise information on eligibility, enrollment, services, and program requirements to a diverse customer base.
• Investigate and resolve escalated cases, collaborating with cross‑functional teams to achieve swift, compliant outcomes.
• Research case histories, analyze data from multiple systems, and synthesize findings to support decision‑making.
• Process enrollments, disenrollments, and other program transactions while maintaining strict quality and compliance standards.
• Interpret and validate customer, provider, beneficiary, and system data to ensure accuracy.
• Stay current on evolving program policies, procedures, and regulatory requirements.
• Act as a liaison between internal departments, health plans, and external partners to coordinate seamless service delivery.
• Support operational functions such as contact center activities, research, forms processing, and administrative tasks.
• Identify operational risks, document findings, and proactively raise concerns to mitigate potential issues.
• Provide constructive feedback on training, performance, and process improvement initiatives.
• Recommend workflow and procedural enhancements that increase efficiency and reduce error rates.
• Review and update knowledge base materials, ensuring they reflect current best practices.
• Participate in audits, special projects, and organizational initiatives that shape the future of client services.
• Assist in training new hires and share expertise through knowledge‑sharing sessions.
• Build and maintain professional relationships with internal teams and external stakeholders.
• Consistently meet or exceed productivity, quality assurance, and performance metrics.
• Safeguard confidential customer and program information in accordance with privacy regulations.
• Perform additional duties as assigned to support team success.

Essential Qualifications

• Fluency in both Spanish and English (written and spoken).
• High School Diploma or GED (or equivalent).
• Minimum of 1 year of relevant professional experience in a customer service or client‑support environment.
• Demonstrated ability to navigate multiple computer systems simultaneously.
• Strong communication, problem‑solving, and customer‑centric mindset.
• Self‑motivated and capable of working independently in a remote setting.

Preferred Qualifications

• Experience in health‑care, financial services, or public‑sector program support.
• Knowledge of compliance frameworks such as HIPAA, GDPR, or similar regulations.
• Prior exposure to IVR systems, workflow platforms, and CRM tools.
• Experience in training or mentoring new team members.
• Proficiency in data analysis and reporting tools.

Core Skills & Competencies

• Communication Excellence: Ability to convey complex information clearly and empathetically.
• Analytical Thinking: Strong research skills and the capacity to interpret data accurately.
• Process Improvement: A proactive mindset for identifying bottlenecks and recommending solutions.
• Technical Proficiency: Comfortable with multiple software platforms and quick to learn new tools.
• Collaboration: Works effectively with cross‑functional teams and external partners.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Integrity: Maintains confidentiality and adheres to ethical standards.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Service Representative, you will:

• Progress to Lead or Manager roles within the client services organization.
• Gain exposure to strategic projects that influence company‑wide initiatives.
• Participate in continuous learning programs, including certifications in compliance, data analytics, and project management.
• Access mentorship from senior leaders who are passionate about professional development.
• Benefit from a culture that rewards innovation, initiative, and measurable impact.

Work Environment & Culture

brighthush’s remote‑first model empowers you to work from any U.S. location while staying connected to a vibrant, collaborative community. Our culture is built on:

• Flexibility: Flexible hours that accommodate personal commitments.
• Inclusivity: A diverse workforce that values every voice.
• Transparency: Open communication channels and regular town‑hall meetings.
• Recognition: Celebrating achievements through awards, shout‑outs, and career milestones.
• Well‑being: Access to mental health resources, wellness programs, and virtual fitness classes.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive package that includes:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance options.
• 401(k) plan with company match.
• Generous paid time off and holiday schedule.
• Fully equipped home office stipend and equipment provision.
• Ongoing training and professional development budget.
• Employee assistance program and wellness resources.
• Access to a virtual coffee lounge and team‑building events.

How to Apply

If you are a bilingual professional with a passion for delivering outstanding customer experiences, we invite you to join brighthush and help shape the future of client services. Submit your application through our careers portal or click the link below to start your journey with us.