Senior Customer Experience Advocate – Hybrid/Remote – Empowering Clients with Brighthush Solutions

About Brighthush

Brighthush is a trailblazer in the insurance and financial services sector, dedicated to delivering personalized, data‑driven solutions that protect and empower our clients. With a culture rooted in innovation, integrity, and inclusivity, we combine cutting‑edge technology with a human touch to create seamless experiences for individuals and businesses alike. Our hybrid work model empowers employees to balance flexibility with collaboration, ensuring that every team member can thrive both in the office and from anywhere in the world.

Position Overview

We are seeking a Senior Customer Experience Advocate to join our dynamic Customer Support team. In this hybrid/remote role, you will be the frontline champion for our clients, ensuring that every interaction—whether via phone, email, chat, or social media—is handled with clarity, empathy, and efficiency. Your analytical mindset and deep understanding of insurance regulations will enable you to translate complex policies into simple, actionable guidance that delights customers and strengthens their loyalty to Brighthush.

Key Responsibilities

• Multi‑Channel Communication Excellence: Respond to inquiries across all channels—phone, email, live chat, and social media—within established SLA windows, maintaining high accuracy and customer satisfaction scores.
• Complex Issue Resolution: Analyze and resolve moderately complex claims, billing, and policy questions, applying company policies, insurance law, IRS guidelines, and coverage records to deliver precise solutions.
• Proactive Process Improvement: Identify recurring pain points, propose workflow enhancements, and collaborate with cross‑functional teams to implement best practices that elevate the customer experience.
• Data‑Driven Decision Making: Track and report on key metrics such as call flow accuracy, average handle time, after‑call work, and schedule adherence; use insights to refine performance and drive continuous improvement.
• Leadership Collaboration: Escalate complex or high‑impact issues to supervisors promptly; provide feedback on policy changes and training needs to senior leadership.
• Team Collaboration & Mentorship: Share knowledge, coach peers on best practices, and contribute to a positive, collaborative team culture that values diversity and inclusion.
• Compliance & Quality Assurance: Adhere to all regulatory requirements and internal quality standards, ensuring every interaction reflects Brighthush’s commitment to integrity and transparency.
• Continuous Learning: Participate in ongoing training programs, stay current on industry trends, and pursue certifications that enhance your expertise in insurance and customer service.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in Business, Finance, or related field preferred.
• Minimum of 3 years of experience in a customer‑facing role within the insurance, financial services, or related industry.
• Strong knowledge of insurance products, coverage terms, and regulatory frameworks (e.g., IRS guidelines, state insurance regulations).
• Proficiency in Microsoft Office Suite, CRM systems (e.g., Salesforce, Zendesk), and data analysis tools.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple, customer‑friendly language.
• Demonstrated ability to manage high call volumes while maintaining accuracy and composure under pressure.
• Self‑motivated, action‑oriented mindset with a proven track record of meeting or exceeding performance metrics.
• Fluency in Spanish is a plus, but not required.

Preferred Qualifications

• Experience in a hybrid or remote work environment, with a strong record of self‑discipline and time management.
• Knowledge of advanced analytics or data‑visualization tools (e.g., Tableau, Power BI).
• Previous exposure to quality assurance or process improvement initiatives.
• Certifications such as Certified Customer Experience Professional (CCXP) or similar.
• Experience coaching or mentoring junior team members.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Critical Thinking & Problem Solving: Ability to dissect complex issues and devise clear, actionable solutions.
• Adaptability & Resilience: Thrive in a fast‑paced, evolving environment while maintaining a positive attitude.
• Active Listening: Capture customer intent accurately and respond with empathy.
• Collaboration & Teamwork: Work seamlessly with cross‑functional teams to achieve shared goals.
• Attention to Detail: Ensure accuracy in documentation, data entry, and compliance adherence.
• Technology Savvy: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.
• Time Management: Prioritize tasks effectively to meet deadlines and performance targets.

Career Growth & Learning Opportunities

At Brighthush, we believe in unlocking your full potential. As a Senior Customer Experience Advocate, you will have access to:

• Structured career pathways that can lead to roles in Customer Success Management, Product Development, or Operations Leadership.
• Mentorship programs pairing you with seasoned leaders across the organization.
• Regular training workshops on emerging insurance trends, regulatory updates, and advanced customer engagement techniques.
• Opportunities to contribute to cross‑functional projects, such as developing new digital tools or refining policy documentation.
• Support for professional certifications and continuing education, including tuition reimbursement for relevant courses.

Work Environment & Company Culture

Brighthush fosters a culture of innovation, collaboration, and respect. Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll enjoy:

• Flexible scheduling options, including core hours and compressed workweeks.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
• Transparent communication from leadership, with regular town‑hall meetings and open‑door policies.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO), including vacation, sick leave, and personal days.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for mental health and well‑being support.
• Professional development stipend and tuition reimbursement.
• Access to wellness resources, including virtual fitness classes and mindfulness sessions.
• Technology stipend for remote work setup and home office equipment.

Why Brighthush?

Joining Brighthush means becoming part of a forward‑thinking organization that values each employee’s contribution. You’ll work alongside passionate professionals who are dedicated to redefining the insurance experience, leveraging technology and empathy to create lasting value for our clients. Our hybrid model empowers you to design a work routine that aligns with your lifestyle while staying connected to a vibrant, collaborative community.

Ready to Make an Impact?

If you are a driven, customer‑focused professional eager to elevate the insurance experience and grow within a supportive, innovative environment, we want to hear from you. Apply today and help us shape the future of customer advocacy at Brighthush.