Senior Claims Customer Experience Specialist – Multi‑Line Insurance Claims Support & Customer Success Lead

About brighthush and the Opportunity

At brighthush, we’re redefining how people experience insurance. Our mission is to turn the often stressful claims journey into a seamless, transparent, and supportive process that restores confidence and peace of mind. By combining cutting‑edge technology with a people‑first culture, we empower our clients to focus on what matters most—rebuilding their lives after an unexpected event.

We’re looking for a dedicated Claims Customer Experience Specialist to join our dynamic team. In this role, you’ll be the frontline advocate for our customers, guiding them through every step of the claims process with empathy, clarity, and efficiency. If you thrive in a fast‑paced environment, love problem‑solving, and are passionate about delivering world‑class service, brighthush is the place for you.

Key Responsibilities

• Primary Customer Advocate: Serve as the main point of contact for policyholders, handling inquiries via phone, email, chat, and other digital channels.
• Claims Journey Management: Anticipate customer needs, coordinate with internal teams, and drive each claim toward a timely, accurate resolution.
• Information & Guidance: Explain complex claims procedures, policy terms, and coverage details in clear, customer‑friendly language.
• Data Integrity: Accurately record all customer interactions, claim details, and supporting documentation in our CRM and internal systems.
• Issue Resolution: Identify, document, and resolve customer concerns, complaints, and disputes with empathy and professionalism.
• Cross‑Functional Collaboration: Work closely with Underwriting, Adjusting, and Claims Processing teams to investigate and resolve complex issues.
• Continuous Improvement: Gather customer feedback, identify trends, and propose process enhancements to elevate the overall experience.
• Compliance & Privacy: Adhere strictly to company policies, regulatory requirements, and data protection standards.
• Performance Metrics: Meet or exceed key performance indicators such as First‑Contact Resolution, Customer Satisfaction Scores, and Average Handle Time.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree or relevant insurance certifications preferred.
• Minimum of 2 years’ experience in a customer‑service or call‑center role within the insurance industry, ideally handling property or liability claims.
• Strong knowledge of multi‑line insurance claims processes, terminology, and best practices.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly.
• Active listening and emotional intelligence to understand and address customer concerns.
• Strong problem‑solving, critical‑thinking, and decision‑making abilities.
• Organizational and time‑management skills to prioritize tasks and meet deadlines.
• Ability to obtain a designated home‑state claims adjuster license within 60 days of hire.

Preferred Qualifications & Skills

• Experience with claims management software (e.g., Guidewire, Duck Creek).
• Background in customer success or account management roles.
• Knowledge of regulatory frameworks such as HIPAA, GDPR, or state‑specific insurance statutes.
• Demonstrated ability to work independently and as part of a cross‑functional team.
• Fluency in a second language (Spanish, French, Mandarin, etc.) is a plus.

What You’ll Gain at brighthush

• Career Growth: Structured mentorship programs, leadership training, and clear promotion pathways from Specialist to Senior Specialist, Team Lead, and beyond.
• Learning & Development: Access to industry‑certification courses, internal knowledge bases, and quarterly workshops on emerging insurance trends.
• Innovative Work Environment: A culture that encourages experimentation, rapid iteration, and data‑driven decision‑making.
• Flexibility: Fully remote or hybrid options to support work‑life balance.
• Technology Stack: State‑of‑the‑art tools—including an Apple laptop, dual monitors, and ergonomic accessories—to boost productivity and comfort.

Compensation & Perks

At brighthush, we believe that a great team deserves a great package. While specific figures vary by location and experience, you can expect a competitive base salary, performance‑based bonuses, and a comprehensive benefits suite that includes:

• Health, vision, and dental insurance with nationwide coverage.
• 401(k) retirement plan with employer matching.
• Generous paid time off (PTO) policy to recharge and stay energized.
• Family leave after 8 months of continuous employment.
• Home‑office stipend for equipment upgrades.
• Employee wellness programs, including mental health resources and fitness reimbursements.

Our Culture at brighthush

We celebrate diversity in backgrounds, perspectives, and life experiences. At brighthush, every voice matters, and we foster an environment where curiosity, collaboration, and continuous learning thrive. Our core values—Integrity, Innovation, Impact, and Inclusion—guide everything we do, from how we treat customers to how we support one another.

Why Join Us?

If you’re ready to make a tangible difference in people’s lives, to grow your career in a forward‑thinking insurance company, and to work with a team that values empathy, excellence, and empowerment, brighthush invites you to apply. Bring your expertise, your passion, and your commitment to exceptional service, and help us transform the claims experience for millions of customers worldwide.

Ready to Apply?

Take the next step in your career and join a company that puts people first. Click the link below to submit your application and start your journey with brighthush.