Senior Customer Care & Claims Management Specialist – Championing Customer Experience, Process Innovation, and Strategic Leadership in a Remote‑First, Rapidly Scaling Insurance Technology Company at brighthush

About brighthush

brighthush is more than a technology provider; it is a catalyst for transformation in the global insurance and employee benefits arena. With a presence that spans North America, Europe, and Asia, we empower organizations to rethink how benefits, absence management, and workforce productivity are delivered. Our mission is simple yet ambitious: eliminate administrative friction, reduce costs, and deliver a frictionless experience for employees and policyholders alike. By fusing cutting‑edge cloud platforms, AI‑driven analytics, and deep industry expertise, we help our clients stay ahead of regulatory change, market volatility, and evolving customer expectations.

Our culture is built on three core pillars: Integrity, Innovation, and Customer Success. Every team member is encouraged to challenge the status quo, experiment boldly, and grow both personally and professionally. We believe that the best ideas come from diverse perspectives, so we celebrate creativity, embrace diversity, and foster an environment where everyone can bring their authentic selves to work.

Why Join brighthush?

When you become part of brighthush, you’re stepping into a culture that values creativity, diversity, and career advancement. We invest heavily in employee development through mentorship, tuition reimbursement, and access to industry‑leading certifications. Our remote‑first model gives you the flexibility to work from anywhere in the United States, while travel opportunities allow you to engage with clients across North America and beyond.

We celebrate every milestone, support every challenge, and reward every contribution. Whether you’re a seasoned professional or just starting out, brighthush offers a platform where your talents can shine and your ambitions can be realized.

Role Overview

As a Senior Customer Care & Claims Management Specialist, you will be the frontline advocate for our clients, ensuring that every claim is handled with precision, empathy, and efficiency. You will manage inbound inquiries, document claim details, and collaborate with cross‑functional teams to resolve issues and improve processes. Your technical background in electronics repair and field service, combined with a customer‑service mindset, will enable you to deliver exceptional support and drive customer satisfaction.

Key Responsibilities

• Handle a high volume of inbound calls and emails from policyholders, agents, and internal stakeholders, providing timely and accurate information about claim status and next steps.
• Document claim details meticulously in our proprietary case management system, ensuring data integrity and compliance with regulatory standards.
• Collaborate with claims adjusters, underwriting, and technical support teams to expedite claim resolution and maintain a smooth workflow.
• Escalate complex or high‑severity issues to senior management, following established escalation protocols.
• Maintain up‑to‑date knowledge of product offerings, policy terms, and industry regulations to provide informed guidance to customers.
• Participate in continuous improvement initiatives, providing feedback on process bottlenecks and suggesting automation opportunities.
• Travel up to 60% of the time, including domestic U.S. travel, to support on‑site client engagements, training sessions, and field inspections.
• Adhere to security and compliance standards, including Enhanced Reliability Status clearance and data protection policies.
• Mentor junior team members, sharing best practices and fostering a culture of learning and excellence.
• Analyze customer feedback and claim data to identify trends, recommend enhancements, and support strategic decision‑making.
• Act as a subject matter expert on claim processes, providing training and guidance to new hires and cross‑functional partners.
• Contribute to the development of knowledge base articles, FAQs, and training materials to reduce repeat inquiries.
• Support the rollout of new product features and system upgrades by testing, documenting, and communicating changes to stakeholders.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Business, Finance, or a related field is a plus.
• Minimum of 2 years of field service or electronics repair experience, demonstrating strong technical troubleshooting skills.
• Valid driver’s licence and a clean driving record, with the ability to travel extensively.
• CompTIA A+ and Security+ certifications, underscoring your foundational IT knowledge and security awareness.
• Enhanced Reliability Status clearance, reflecting your commitment to security and compliance.
• Legal entitlement to work in Canada (or the United States, depending on the role’s location requirements).
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts in a clear, customer‑friendly manner.
• Proficiency with brighthush Office Suite (Word, Excel, Outlook) and experience with case‑management or CRM platforms.
• Strong analytical mindset, capable of interpreting data, spotting patterns, and translating insights into actionable improvements.
• Demonstrated ability to manage multiple priorities in a fast‑paced, dynamic environment.
• Experience with data privacy regulations such as HIPAA, GDPR, or PCI‑DSS is highly desirable.

Preferred Qualifications

• Project Management Professional (PMP) certification, indicating strong project coordination and stakeholder management capabilities.
• Experience in the insurance or benefits administration industry, with a deep understanding of claims processes.
• Multilingual abilities, particularly in Spanish or French, to serve a diverse customer base.
• Prior remote work experience, demonstrating self‑discipline and effective virtual collaboration.
• Knowledge of regulatory frameworks such as HIPAA, GDPR, or PCI‑DSS, enhancing your ability to handle sensitive data.
• Experience with automation tools or scripting languages (e.g., PowerShell, Python) to streamline repetitive tasks.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud, and experience with API integrations.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Ability to troubleshoot hardware, software, and network issues quickly and accurately.
• Analytical Thinking: Strong problem‑solving skills, with the capacity to analyze data and identify trends.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Comfortable working in a fast‑paced environment with evolving priorities.
• Team Collaboration: Proven ability to work effectively with cross‑functional teams Apply for this job