Senior Customer Care & Claims Management Specialist – Driving Customer Experience Excellence, 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 change in the global insurance and employee benefits landscape. With a footprint 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 Microsoft 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, both in person and virtually.
• Time Management: Excellent organizational skills, with the ability to manage multiple tasks and meet deadlines.
• Leadership Potential: Willingness to mentor peers and lead process improvement initiatives.
• Continuous Learning: Eagerness to stay current with industry trends, new technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Senior Customer Care & Claims Management Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Internal certification pathways, including PMP, CompTIA, and industry‑specific credentials.
• Cross‑departmental projects that expose you to underwriting, risk management, and product development.
• Leadership training and succession planning initiatives for high‑potential employees.
• Annual performance reviews that align your career goals with organizational objectives.
• Opportunities to lead or co‑lead process improvement projects, influencing the future of our customer experience strategy.
• Access to a curated library of industry research, whitepapers, and webinars to stay ahead of market trends.
• Participation in hackathons, innovation labs, and design‑thinking workshops to sharpen your creative problem‑solving skills.
• Potential for lateral moves into product management, operations, or technical support leadership roles.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote‑first approach means you can work from the comfort of your home office while staying connected through collaborative tools like Microsoft Teams, Slack, and Zoom. We celebrate diversity and encourage employees to bring their authentic selves to work. Our culture is reinforced through:

• Regular virtual town halls and Q&A sessions with senior leadership.
• Monthly virtual coffee chats and team‑building activities.
• Inclusive policies that support work‑life balance, such as flexible scheduling and generous paid time off.
• Community outreach programs and volunteer opportunities that allow you to give back.
• Annual company retreats that combine professional development with team bonding.
• Recognition programs that celebrate individual and team achievements.
• Access to a digital wellness platform offering mental health resources, meditation sessions, and fitness challenges.
• Opportunities to collaborate with global teams, gaining exposure to diverse markets and cultures.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent:

• Base Salary: USD 37,440 per year, commensurate with experience and qualifications.
• Performance Bonuses: Annual bonus potential based on individual and company performance.
• 401(k) Matching: 4% company match on employee contributions.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Tuition Reimbursement: Up to $5,000 per year for approved courses and certifications.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus mental health resources.
• Parental Leave: Generous paid parental leave for new parents.
• Retirement Plan: 401(k) with company match and additional retirement savings options.
• Employee Assistance Program: Confidential counseling and support services.
• Technology Stipend: Monthly allowance to equip your home office with the tools you need.
• Wellness Incentives: Gym membership discounts, wellness challenges, and health coaching.
• Flexible Work Arrangements: Remote‑first model with optional on‑site hubs for collaboration.
• Travel Allowance: Reimbursement for client visits and industry conferences.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your skills and experience can contribute to our mission of delivering world‑class customer care and claims solutions.

Apply to brighthush Today

Closing Statement

At brighthush, we don’t just offer a job – we offer a platform for growth, a culture of collaboration, and the chance to make a real impact on the lives of our clients. If you’re a dedicated, tech‑savvy professional with a passion for customer service and a drive to excel, we want to hear from you. Apply now and become part of a team that’s redefining the future of claims management.