Seasoned Customer Service Team Lead – Life & Health Insurance – Champion Member Experience, Drive Operational Excellence, Lead High‑Performing Teams, and Shape the Future of Insurance Customer Care at brighthush

About brighthush

brighthush is a global leader in the insurance ecosystem, seamlessly blending deep industry expertise with a vast, interconnected brokerage network that spans over 30 countries. With a vibrant community of more than 5,000 professionals, we empower carriers, brokers, and consumers to navigate complex risks with confidence, clarity, and a commitment to innovation. Our mission is simple yet powerful: deliver transformative insurance solutions that safeguard people and businesses while fostering a culture of integrity, customer focus, and relentless improvement.

Why brighthush?

At brighthush, we don’t just sell insurance – we build lasting relationships. Our people are the heart of our success, and we invest heavily in their growth, well‑being, and professional fulfillment. If you thrive in a fast‑paced, data‑driven environment and want to lead a high‑performing team that consistently exceeds service standards, you’ll find a home here. We celebrate achievements, encourage open dialogue, and prioritize work‑life balance, creating a workplace where meritocracy meets genuine care.

About the Life & Health Insurance Landscape

The life and health insurance sector is evolving at a rapid pace. Technological advancements, shifting consumer expectations, and regulatory changes demand agility, empathy, and a deep understanding of product nuances. As a Customer Service Team Lead, you will be at the forefront of this transformation, ensuring that every member interaction reflects the highest standards of care and compliance.

Key Responsibilities

1. Team Leadership & Coaching

• Act as the first‑line escalation point for a dynamic team of 15–20 Customer Service Representatives (CSRs), providing real‑time guidance on procedures, systems, product knowledge, and member inquiries.
• Facilitate daily huddles, one‑on‑one coaching sessions, and quarterly performance reviews to reinforce best practices, celebrate wins, and identify development opportunities.
• Model brighthush core values—professionalism, accountability, ownership, and empathy—through everyday interactions, decision‑making, and conflict resolution.
• Maintain a high level of engagement by conducting pulse surveys, listening tours, and open‑door forums that capture frontline insights and drive continuous improvement.
• Champion a culture of psychological safety, encouraging team members to share ideas, raise concerns, and experiment with new approaches.

2. Training & Development

• Design, launch, and continuously refine onboarding programs that combine shadowing, e‑learning modules, and side‑by‑side coaching to accelerate new hire competency.
• Partner with the Learning & Development team to create job aids, SOPs, and reference materials that keep the team up to date on policy changes, product updates, and regulatory requirements.
• Track training metrics (completion rates, assessment scores, time‑to‑competency) and adjust curricula to address skill gaps and emerging industry trends.
• Champion a culture of continuous learning by encouraging CSRs to pursue certifications in customer service excellence, quality assurance, or insurance product knowledge.
• Organize knowledge‑sharing sessions, peer‑learning circles, and cross‑functional workshops to reinforce best practices and foster collaboration.

3. Quality Assurance & Process Improvement

• Conduct call observations, script reviews, and quality assurance (QA) audits, documenting insights and recommending actionable improvements.
• Analyze survey comments, member feedback, and performance data to identify trends, root causes, and opportunities for process or training enhancements.
• Collaborate with Workforce Management to forecast coverage needs, monitor schedule adherence, and optimize call‑volume distribution, ensuring service levels are consistently met.
• Lead cross‑functional improvement projects (e.g., CRM data hygiene, workflow automation) that reduce friction and enhance member experience.
• Develop and maintain a continuous improvement pipeline, prioritizing initiatives based on impact, feasibility, and alignment with strategic goals.

4. Operational Excellence

• Oversee queue activity, service levels, and workflow distribution to guarantee consistent execution of service standards.
• Enforce departmental procedures, HIPAA requirements, and compliance policies across all interactions, maintaining a risk‑free environment.
• Provide real‑time support using the Five9 telephony platform and Synergy CRM, troubleshooting issues and maintaining high service quality.
• Monitor key performance indicators (KPIs) such as average handle time, first‑contact resolution, and CSAT scores, driving continuous improvement.
• Implement and refine escalation protocols, ensuring that complex or high‑risk issues are resolved efficiently and with minimal impact on member satisfaction.

5. Team Engagement & Culture Building

• Promote a positive, member‑focused environment through effective communication, peer support, and recognition initiatives.
• Champion diversity, inclusion, and belonging, fostering an inclusive workplace where every voice is heard.
• Maintain dependable and punctual attendance, setting a standard for the team and ensuring seamless frontline support.
• Organize team‑building activities, wellness challenges, and community service events that strengthen camaraderie and purpose.
• Serve as a role model for work‑life balance, encouraging healthy habits and flexible scheduling where possible.

Essential Qualifications

• High school diploma required; associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service experience, ideally within the insurance industry.
• Demonstrated senior CSR, mentor, or informal leadership experience.
• Proficiency with Five9 telephony platform and CRM systems.
• Life & Health insurance licenses may be required; willingness to obtain necessary credentials is essential.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills, both written and verbal, with a knack for simplifying complex information.
• Proven ability to manage multiple priorities in a fast‑moving environment.

Preferred Qualifications

• Experience managing a team of 10+ CSRs in a high‑volume call center.
• Background in quality assurance, process improvement, or workforce management.
• Excellent communication skills, both written and verbal, in a bilingual environment.
• Familiarity with regulatory compliance frameworks such as HIPAA and state insurance regulations.
• Experience with performance management tools and coaching frameworks.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to visualize performance trends.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, mentor, and develop talent.
• Customer‑Centric Mindset – Deep commitment to delivering outstanding member experiences.
• Problem‑Solving – Quick, analytical thinking to resolve escalations efficiently.
• Process Orientation – Strong focus on SOP adherence, quality metrics, and continuous improvement.
• Collaboration – Works seamlessly across cross‑functional teams (HR, IT, Compliance).
• Adaptability – Thrives in a dynamic environment with evolving priorities.
• Data‑Driven Decision Making – Comfortable interpreting dashboards, KPIs, and trend analyses.
• Emotional Intelligence – Recognizes and responds to the emotional needs of team members and members alike.
• Strategic Thinking – Aligns daily operations with long‑term business objectives.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have a clear pathway to advance to Senior Team Lead, Manager, or Director roles within Customer Experience. You’ll also benefit from:

• Participation in leadership development programs, mentorship, and cross‑functional projects.
• Earn certifications in customer service excellence, quality assurance, or insurance product knowledge.
• Attendance at industry conferences, webinars, and workshops to stay ahead of market trends.
• Access to our internal mobility portal, enabling exploration of roles in operations, product, analytics, or technology.
• Regular performance reviews with clear, measurable goals and personalized development plans.

Work Environment & Culture

Our workplace is a blend of high performance and genuine care. We celebrate achievements, encourage open dialogue, and prioritize work‑life balance. Key cultural pillars include:

• Meritocracy – Advancement based on results, initiative, and impact.
• Continuous Learning – Ongoing training, coaching, and knowledge sharing.
• Inclusivity – A diverse team where every perspective is valued.
• Collaboration – Cross‑departmental teamwork to solve complex challenges.
• Well‑Being – Comprehensive wellness programs, mental health support, and flexible scheduling.
• Recognition – Regular shout‑outs, awards, and peer‑to‑peer recognition.

Compensation & Benefits

We offer a competitive hourly rate that reflects your experience and the value you bring to brighthush. In addition to base pay, you’ll enjoy:

• Health, Dental, Vision, Life, and Disability insurance plans.
• 401(k) with company match and Employee Stock Purchase Plan (ESPP).
• Tuition reimbursement and student loan assistance.
• Comprehensive mental health support, including free counseling and advocacy services.
• Paid Time Off (PTO), holidays, and flexible scheduling options.
• Employee discounts on partner products and services.
• Annual performance bonuses tied to team and individual metrics.
• Access to wellness initiatives such as on‑site fitness classes, mindfulness sessions, and health challenges.

How to Apply

Ready to lead a team that delivers world‑class service? Submit your application through the brighthush careers portal. We’re excited to learn how your expertise and passion can help us elevate member experiences and drive operational excellence.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and perspectives.