Seasoned Customer Care Consultant – Remote (Melbourne & Nationwide) – Champion Customer Success, Drive Innovation, and Shape the Future of Small Business Insurance at brighthush

About brighthush

brighthush is more than a fintech platform – it’s a movement that empowers small businesses to secure their futures with confidence, clarity, and transparency. Since our founding in 2015, we have evolved from a lean startup into a trusted name in the Australian insurance landscape, offering an intuitive, technology‑driven platform that demystifies coverage options and delivers real value to entrepreneurs. Our mission is simple yet ambitious: to make insurance accessible, transparent, and affordable for every small business owner.

At brighthush, we believe that the heart of any successful business is its people. That’s why we cultivate a culture built on curiosity, collaboration, and a relentless focus on the customer. We encourage experimentation, celebrate learning, and reward initiative. Whether you’re a seasoned professional or a recent graduate, you’ll find a place where your ideas matter, your growth is supported, and your impact is tangible.

Why Join brighthush?

Working at brighthush means becoming part of a forward‑thinking, remote‑first team that values autonomy, transparency, and work‑life balance. We’re constantly pushing the boundaries of what’s possible in the fintech and insurance space, and we need passionate, customer‑centric individuals to help us shape the future of small‑business protection.

Role Overview

As a Customer Care Consultant at brighthush, you will be the frontline ambassador for our brand, the first point of contact for customers navigating our platform. Your role will blend empathy, technical knowledge, and problem‑solving to ensure every interaction leaves a lasting positive impression. This position is ideal for someone who thrives in a fast‑paced, tech‑driven environment and is eager to deliver exceptional service while contributing to continuous improvement.

Key Responsibilities

• Handle High‑Volume Customer Interactions: Respond to live chat, email, and phone inquiries with professionalism, empathy, and a sense of urgency.
• Educate and Guide: Explain policy options, coverage details, and claim processes in clear, jargon‑free language, ensuring customers feel confident and informed.
• Maintain Accurate Records: Log all conversations in our CRM, keeping data up‑to‑date for future reference and analytics.
• Escalate and Resolve Complex Issues: Identify when a problem requires higher‑level support, coordinate with Sales, Product, and Technical teams, and follow up until resolution.
• Drive Continuous Improvement: Provide feedback on product usability, common pain points, and potential enhancements to improve the overall customer journey.
• Collaborate Cross‑Functionally: Work closely with Sales, Product, and Technical Support to align on customer needs and deliver a seamless experience.
• Meet Quality Standards: Achieve or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Impact Areas

In this role, you will directly influence the satisfaction and loyalty of our growing customer base. By turning complex policy details into simple, actionable guidance, you help small business owners protect their assets and focus on growth. Your insights into common customer pain points will shape product development, ensuring that brighthush remains the most user‑friendly insurance solution on the market.

Essential Qualifications

• Minimum of 2 years of customer service experience in a digital or online environment.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and a proactive mindset.
• Demonstrated ability to manage time effectively and prioritize tasks in a remote setting.
• Experience with customer support platforms and CRM tools.
• Tech‑savvy with a comfort level in navigating web applications, mobile apps, and basic troubleshooting.
• Team player who thrives in a collaborative, cross‑functional environment.

Preferred Qualifications

• Background in the finance or insurance industry, or exposure to small‑business services.
• Experience with CRM systems and data entry best practices.
• Knowledge of Australian insurance regulations and compliance standards.
• Previous remote work experience with a proven track record of self‑management.
• Multilingual abilities or experience serving diverse customer bases.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers succeed and a knack for turning challenges into opportunities.
• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Technical Aptitude: Comfortable learning new tools quickly and troubleshooting basic technical issues.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable insights.
• Adaptability: Thrive in a fast‑moving environment where priorities can shift rapidly.
• Collaboration: Work effectively with remote teammates, share knowledge, and support collective goals.
• Resilience: Maintain composure under pressure and handle high‑volume interactions with poise.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Customer Care Consultant, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and customer success best practices.
• Clear career pathways to roles such as Senior Customer Support Specialist, Customer Success Manager, or Product Support Lead.
• Opportunities to contribute to cross‑functional projects, giving you exposure to Sales, Marketing, and Product Development.
• Access to a digital learning library, webinars, and industry conferences to keep your skills sharp.

Work Environment & Company Culture

Working at brighthush means you’ll be part of a vibrant, inclusive, and forward‑thinking team. Our remote‑first culture is built on trust, autonomy, and open communication. We celebrate diversity, encourage creative problem‑solving, and reward initiative. You’ll enjoy:

• Flexible work hours that respect your personal commitments.
• Regular virtual team gatherings, brainstorming sessions, and social events.
• A transparent feedback loop where your voice is heard and your ideas can shape the future of our customer experience.
• A supportive environment that values work‑life balance and mental well‑being.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer support roles in Australia.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible spending accounts for health and dependent care.
• Paid time off, public holidays, and a generous parental leave policy.
• Professional development budget and tuition reimbursement for relevant courses.
• Employee discount on brighthush products and partner services.

How to Apply

Ready to bring your customer‑service expertise to a company that’s redefining insurance for small businesses? Click the link below to submit your application and join the brighthush team.

Apply to this position

Closing Statement

At brighthush, we’re more than just a fintech platform – we’re a community of innovators, problem‑solvers, and customer champions. If you’re eager to make a tangible impact, grow your career, and work in a culture that celebrates curiosity and collaboration, we want to hear from you. Join us and help small businesses thrive, one conversation at a time.