Seasoned Customer Support Specialist – Hybrid Full‑Time, Charleston, SC – Champion Member Experience, Loyalty & Growth at brighthush – Deliver Exceptional Service in a Forward‑Thinking Insurance Community with Digital Innovation

About brighthush and the Future of Insurance

In a world where technology is reshaping every industry, the insurance sector is no exception. At brighthush, we’re not just keeping pace—we’re setting the pace. We are a member‑owned, community‑focused property and casualty insurer that places families at the very core of everything we do. Our mission is simple yet powerful: putting families first. We believe that insurance should be a positive, empowering experience, not a burden.

By blending cutting‑edge digital tools with a hospitality‑inspired customer experience, we create smart, accessible solutions that protect homes, cars, and the peace of mind that comes with knowing you’re truly cared for. Our culture is built on transparency, collaboration, and a relentless focus on continuous improvement. We listen to our members, learn from their stories, and translate those insights into products and services that truly make a difference. If you are passionate about making a real impact in people’s lives, brighthush is the place to bring your talents to life.

Why This Role Matters

Customer Support Specialists are the heartbeat of brighthush’s promise to its members. As the first point of contact for families navigating billing, policy changes, renewals, and our online portal, your ability to resolve inquiries with speed, accuracy, and genuine warmth will directly influence member satisfaction, loyalty, and the overall success of our mission to make insurance a positive experience.

In this role, you will not only solve problems—you will build trust, create advocates, and help shape the future of member service at brighthush. Every interaction you handle is an opportunity to turn a routine call into a memorable experience that reinforces why families choose brighthush.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to member inquiries via phone, email, text, and live chat. Use a calm, friendly tone and clear communication to resolve issues efficiently.
• Billing & Policy Assistance: Handle billing questions, explain policy details, and guide members through changes or renewals. Ensure all information is accurate and compliant with company standards.
• Portal Navigation: Assist members in using our online portal, troubleshoot login issues, and guide them through self‑service options.
• Data Accuracy: Enter and update member information in our systems with precision. Verify details before finalizing any changes.
• Problem Solving: Use critical thinking to identify root causes of member concerns and propose effective solutions. Escalate complex issues to the appropriate team when needed.
• Team Collaboration: Participate in daily huddles, share best practices, and support peers during peak periods.
• Continuous Improvement: Contribute feedback on processes, tools, and member experience initiatives to help brighthush evolve.
• Performance Metrics: Track and analyze key service metrics such as first‑contact resolution, average handling time, and member satisfaction scores to drive personal and team excellence.
• Knowledge Management: Update and maintain internal knowledge bases, ensuring that information is current, accurate, and easily accessible to all team members.
• Compliance & Security: Adhere to all regulatory and company policies regarding data privacy, security, and member confidentiality.

Essential Qualifications

• Education: High school diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• Experience: Proven experience in a customer‑facing role—retail, hospitality, or call center—demonstrating strong communication and problem‑solving skills.
• Communication: Excellent verbal and written communication skills in English. Ability to convey complex information in a clear, concise manner.
• Technical Proficiency: Comfortable using customer support platforms, knowledge bases, and basic troubleshooting of web portals.
• Adaptability: Ability to thrive in a fast‑paced, hybrid work environment while maintaining a high level of service quality.
• Team Player: Strong collaboration skills and a willingness to support colleagues across departments.
• Customer‑Centric Mindset: A genuine desire to help members and a commitment to exceeding expectations.

Preferred Qualifications

• Experience in the insurance or financial services industry.
• Knowledge of policy terminology and billing processes.
• Multilingual capabilities to serve a diverse member base.
• Experience with data entry and quality assurance in a customer‑service context.
• Previous exposure to hybrid or remote work models.
• Familiarity with performance‑based incentive programs and member satisfaction metrics.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help members and a commitment to exceeding expectations.
• Problem‑Solving: Analytical thinking and the ability to troubleshoot issues quickly and effectively.
• Time Management: Ability to handle multiple inquiries simultaneously while maintaining accuracy.
• Emotional Intelligence: Empathy, patience, and the skill to de‑escalate tense situations.
• Technology Savvy: Comfortable navigating multiple digital platforms and learning new tools rapidly.
• Collaboration & Communication: Strong interpersonal skills and the ability to work seamlessly with cross‑functional teams.
• Active Listening: Ability to fully understand member concerns before proposing solutions.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.

Career Growth & Learning Opportunities

At brighthush, we believe that personal and professional growth go hand in hand. As a Customer Support Specialist, you will have access to a variety of development programs, including:

• On‑the‑Job Coaching: Regular feedback sessions with senior team members to refine your skills.
• Leadership Development: Opportunities to lead small projects or initiatives within the support team.
• Cross‑Functional Training: Exposure to underwriting, claims, and product development teams to broaden your industry knowledge.
• Certification Programs: Support for obtaining industry certifications such as Certified Customer Experience Professional (CCXP) or related credentials.
• Mentorship: Pairing with experienced leaders who can guide your career trajectory.
• Career Path Transparency: Clear progression from Associate to Senior Specialist, Team Lead, and beyond, based on performance and skill mastery.

Our promotion pipeline is transparent and merit‑based, ensuring that high performers can advance to roles such as Senior Support Specialist, Team Lead, or even Product Specialist within the organization.

Work Environment & Company Culture

We pride ourselves on a culture that values:

• Flexibility: Hybrid work model with a blend of in‑office collaboration and remote autonomy.
• Community: Regular town‑hall meetings, volunteer days, and member appreciation events that reinforce our commitment to families.
• Innovation: A flat hierarchy that encourages ideas from all levels, fostering a sense of ownership and creativity.
• Well‑Being: Comprehensive wellness programs, mental health resources, and a supportive work‑life balance.
• Diversity & Inclusion: A diverse workforce that reflects the communities we serve, with inclusive hiring practices and ongoing bias‑awareness training.
• Employee Resource Groups: Support for groups that celebrate cultural, linguistic, and interest‑based communities.
• Learning Culture: Regular knowledge‑sharing sessions, lunch‑and‑learns, and access to industry conferences.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to member satisfaction metrics.
• Health, dental, and vision insurance for you and your family.
• Retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee discount program on insurance products.
• Wellness initiatives such as gym memberships, meditation apps, and mental health counseling.
• Flexible work schedule and remote work options.
• Annual team‑building retreats and community service days.

How to Apply

If you are ready to bring your passion for customer service to a forward‑thinking insurance community, we would love to hear from you. Click the link below to submit your application and join the brighthush family.

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Join brighthush Today

At brighthush, we are redefining what it means to be an insurer. We are a community of dedicated professionals who believe that every member deserves a seamless, caring experience. If you are a seasoned customer support specialist looking for a role that challenges you, rewards your expertise, and lets you make a tangible difference, we invite you to apply. Together, we can build a brighter future for families and for the insurance industry.