Senior Claims Customer Experience Specialist – Multi‑Line Insurance Support & AI‑Driven Claims Excellence
About brighthush
brighthush is a trailblazing insurtech at the forefront of AI and automation, redefining how claims are processed and delivered. Founded by seasoned veterans of the insurance and SaaS industries, brighthush launched its first product in May 2022 and has quickly become a go‑to partner for third‑party administrators, insurance carriers, and independent adjusters. With venture backing from leading investors, brighthush is on a mission to automate the most manual, time‑consuming tasks in the claims lifecycle, creating a new benchmark for efficiency, transparency, and customer satisfaction.
Our culture is built on curiosity, collaboration, and a relentless drive to solve problems that have plagued the industry for decades. We thrive in a fast‑moving, evolving environment where every team member has the opportunity to shape the future of claims technology. If you’re passionate about leveraging cutting‑edge tools to deliver exceptional customer experiences and want to be part of a company that is reshaping the insurance landscape, brighthush is the place for you.
Location & Eligibility
All candidates must reside in an eligible U.S. state for the duration of employment. We are unable to hire individuals residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.
Role Overview
As a Claims Customer Experience Specialist at brighthush, you will be the frontline advocate for our customers as they navigate the claims journey. You will handle phone and email inquiries, provide expert guidance, and ensure a seamless, positive experience for all parties involved. Your deep understanding of multi‑line insurance and claims processes will enable you to deliver accurate, empathetic support that exceeds expectations.
Key Responsibilities
- Primary Customer Contact: Serve as the main point of contact for customers, offering professional, compassionate assistance throughout the claims process via phone, email, and other communication channels.
- Customer Needs Anticipation: Proactively identify customer needs and take decisive action to manage the process to full resolution.
- Claims Guidance: Provide clear, actionable information to customers regarding the claims process, taking any additional steps necessary for prompt and accurate resolution.
- Process Mastery: Develop and maintain a comprehensive understanding of multi‑line claim procedures to deliver consistent, accurate information.
- Data Integrity: Accurately record and update customer information, claim details, and related documentation in internal systems, ensuring data integrity and adherence to company protocols.
- Issue Resolution: Identify and address customer concerns, complaints, and disputes with empathy and professionalism.
- Cross‑Functional Collaboration: Work closely with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions.
- Continuous Improvement: Strive to exceed customer expectations by actively listening to feedback and proactively seeking ways to enhance the customer experience.
- Compliance & Privacy: Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.
Essential Qualifications
- High school diploma or equivalent required; bachelor’s degree or relevant insurance certifications considered a plus.
- Prior experience in customer service or a call center environment within the insurance industry, preferably focused on property or liability claims; high‑volume, fast‑paced environments preferred.
- Strong knowledge of multi‑line insurance claims processes, terminology, and best practices.
- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and empathetically.
- Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.
- Strong problem‑solving and critical‑thinking abilities.
- Proficiency in using customer relationship management (CRM) systems and other relevant software applications.
- Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure.
- Strong organizational and time‑management skills to prioritize tasks and meet deadlines effectively.
- Must be able to obtain a designated home‑state claim adjuster license within 60 days of hire.
Preferred Qualifications
- Experience with AI‑driven claims platforms or automation tools.
- Knowledge of regulatory requirements for claims handling in multiple states.
- Previous experience in a startup or high‑growth tech environment.
- Multilingual capabilities to serve a diverse customer base.
Skills & Competencies
- Customer‑centric mindset with a passion for delivering world‑class service.
- Adaptability and agility in a rapidly evolving product and market landscape.
- Strong analytical skills to interpret data and identify trends that improve customer experience.
- Team player who thrives in cross‑functional collaboration.
- Self‑motivated with a proactive approach to problem resolution.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Claims Customer Experience Specialist, you will have the opportunity to:
- Progress into senior support roles or team lead positions.
- Transition into product or engineering teams, leveraging your deep customer insights.
- Participate in continuous learning programs, including industry certifications, leadership workshops, and technical training.
- Engage in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
- Contribute to strategic initiatives that shape the future of claims technology.
Work Environment & Company Culture
brighthush champions a culture of inclusivity, innovation, and work‑life balance. Our remote‑first approach allows you to work from anywhere, supported by top‑tier equipment and a flexible schedule. We celebrate diversity in backgrounds, perspectives, and life experiences, believing that varied viewpoints drive innovation and success. Our team is collaborative, supportive, and driven by a shared mission to transform the insurance industry.
Compensation, Perks, & Benefits
While specific salary ranges are tailored to experience and location, we offer a competitive total rewards package that includes:
- Comprehensive health insurance with nationwide coverage, vision, and dental plans.
- 401(k) retirement plan with employer matching.
- Generous paid time off (PTO) policy to ensure you stay refreshed and energized.
- Family leave policy after 8 months of continuous employment.
- Remote work flexibility to support your work‑life balance.
- High‑quality technology stipend: Apple laptop, large second monitor, and other equipment to make your life easier.
- Professional development budget for courses, conferences, and certifications.
- Employee wellness programs, including mental health resources and wellness stipends.
Diversity & Inclusion
brighthush is committed to building a workforce that reflects the communities we serve. We actively encourage applicants from all backgrounds, genders, ethnicities, ages, and life experiences to apply. We believe that diversity in viewpoints and critical thinking fuels innovation, first‑principles thinking, and success.
How to Apply
If you are ready to bring your expertise, empathy, and passion for customer experience to a dynamic, AI‑driven insurtech, we would love to hear from you. Join brighthush and help us set a new standard for claims excellence.