Senior Bilingual Spanish‑Fluent Customer Support Specialist – 100% Remote (US) – Champion Member Experience, Drive Healthcare Innovation, Deliver Exceptional Service, and Shape the Future of Health Technology at brighthush

Welcome to brighthush – Where Care Meets Innovation

At brighthush, we are redefining the way people experience health and wellness. We blend cutting‑edge digital tools with a culture rooted in empathy, collaboration, and relentless improvement. Our mission is simple yet powerful: empower millions of members worldwide to navigate their healthcare journeys with confidence, clarity, and ease. Whether you are a seasoned professional or just starting out, brighthush offers a vibrant, inclusive environment where your voice matters, your growth is our priority, and every interaction has the potential to change a life.

About the Role

As a Senior Bilingual Spanish‑Fluent Customer Support Specialist, you will be the frontline advocate for our Spanish‑speaking members. Working entirely from home, you will handle inbound calls, resolve inquiries, and guide customers through our suite of healthcare products and services. Your dedication to empathy, clarity, and efficiency will directly impact member satisfaction and help us maintain our reputation for outstanding service. This role is ideal for a bilingual professional who thrives in a fast‑paced, remote environment and is passionate about making a tangible difference in people’s lives.

Why Your Role Matters

Every call you take is an opportunity to turn a moment of confusion into a moment of confidence. By providing clear, compassionate guidance, you help members understand their benefits, navigate claims, and access the care they need. Your work not only improves individual lives but also strengthens the trust that keeps our community thriving. In short, you are the bridge between technology and humanity, and that bridge is built on your expertise, empathy, and commitment to excellence.

Key Responsibilities

• Deliver Exceptional Service: Answer a high volume of inbound calls from Spanish‑speaking members, ensuring every interaction is courteous, professional, and solution‑oriented.
• Member Insight & Guidance: Gather and verify customer information, assess needs, and provide accurate guidance on healthcare benefits, plans, and services.
• Multi‑System Navigation: Seamlessly navigate multiple systems simultaneously, including brighthush CRM, billing, and knowledge bases, to retrieve and update member data in real time.
• One‑Call Resolution: Resolve issues using one‑call resolution guidelines, escalating only when necessary and following established protocols.
• Documentation & Compliance: Maintain accurate call dispositions and documentation, ensuring compliance with client and regulatory requirements.
• Performance Excellence: Meet or exceed performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Process Improvement: Identify opportunities for process improvement and share insights with cross‑functional teams to enhance the member experience.
• Adaptability: Adapt quickly to changes in policies, procedures, and technology, demonstrating flexibility and resilience.
• Team Collaboration: Collaborate with teammates and supervisors to share best practices and support continuous learning.
• Mentorship & Coaching: Mentor junior team members, providing guidance on best practices, system navigation, and customer engagement strategies.
• Data‑Driven Decision Making: Analyze call trends, member feedback, and performance metrics to recommend actionable improvements.

Essential Qualifications

• High school diploma or equivalent; additional education in customer service, healthcare, or Spanish language studies is a plus.
• Fluent in Spanish (both written and spoken) with strong English communication skills.
• Proven ability to handle high‑volume, fast‑paced call environments with professionalism and composure.
• Strong decision‑making and analytical skills, capable of assessing complex situations and providing clear solutions.
• Reliable, punctual, and able to meet all attendance and scheduling requirements, including weekends, evenings, and occasional overtime.
• Pass a standard drug screen and background check.
• Dedicated, quiet workspace at home with a stable wired internet connection (minimum 20 Mb/s download, 10 Mb/s upload).
• Passion for delivering exceptional customer service, especially to senior citizens and vulnerable populations.
• Team player with a collaborative mindset and a commitment to continuous improvement.

Preferred Qualifications

• Experience in healthcare or insurance customer support.
• Knowledge of medical terminology, benefits administration, or claims processing.
• Familiarity with brighthush platforms such as brighthush CRM or brighthush support portal.
• Previous remote work experience with a proven track record of self‑management and productivity.
• Additional language skills beyond Spanish and English.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication in both Spanish and English.
• Problem Solving: Ability to analyze issues, identify root causes, and implement effective solutions quickly.
• Technical Proficiency: Comfortable navigating multiple software tools, troubleshooting basic technical issues, and learning new systems rapidly.
• Time Management: Efficiently manage call flow while maintaining high quality and accuracy.
• Adaptability: Thrive in a dynamic environment with evolving policies, procedures, and technology.
• Customer‑Centric Mindset: Deep commitment to understanding and meeting member needs.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and contributing to collective success.
• Resilience: Maintain composure and positivity in challenging or emotionally charged situations.

Work Environment & Company Culture

At brighthush, we believe that great work happens when people feel valued, supported, and empowered. Our remote‑first culture offers:

• Flexible scheduling that respects work‑life balance.
• Regular virtual team events, wellness challenges, and community initiatives.
• Access to a global network of colleagues from diverse backgrounds.
• Transparent communication from leadership, with frequent town‑halls and Q&A sessions.
• A culture that celebrates innovation, encourages experimentation, and rewards creative problem‑solving.
• Inclusive policies that support employees of all backgrounds, identities, and life stages.

Career Growth & Learning Opportunities

We invest heavily in your professional development. As a member of the brighthush family, you’ll enjoy:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to online learning platforms, certifications, and tuition reimbursement for relevant courses.
• Clear career pathways from Customer Service Representative to Senior Support Specialist, Team Lead, or Manager roles.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Annual performance reviews with actionable feedback and personalized development plans.
• Opportunities to contribute to product design, quality assurance, and customer experience strategy.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive base salary complemented by performance‑based incentives. In addition, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and holidays.
• Flexible work‑from‑home stipend to support your home office setup.
• Employee assistance programs, wellness resources, and mental health support.
• Discounts on partner products and services.
• Access to a global wellness program, including virtual fitness classes and mindfulness sessions.

Work‑From‑Home Setup Requirements

To thrive in this role, you’ll need a dedicated, quiet workspace at home, a reliable wired internet connection (minimum 20 Mb/s download, 10 Mb/s upload), and a computer that meets the technical specifications outlined in the onboarding guide. We provide a stipend to help you create a comfortable and productive home office environment.

How to Apply

If you’re passionate about delivering world‑class customer service, fluent in Spanish, and eager to make a tangible impact on the lives of our members, we want to hear from you. Click the button below to submit your application and join a forward‑thinking organization that values your expertise, supports your growth, and celebrates your successes.