Senior Customer Experience Champion & Digital Experience Lead – Transforming Health Insurance Reimbursement in Dallas, Texas – Join brighthush’s Innovative Employee Benefits Revolution

Welcome to brighthush – Where Health Benefits Meet Innovation

At brighthush, we’re rewriting the rules of employee benefits. Imagine a world where every worker can choose a health plan that truly fits their life, without being locked into a one‑size‑fits‑all group policy. Our mission is to democratize health insurance by empowering employers to reimburse employees for individual plans, while delivering a friction‑free, data‑driven experience that feels personal and empowering. If you thrive in fast‑paced, purpose‑driven environments and love turning complex problems into simple solutions, we want you on our Dallas team.

About brighthush

Founded in 2021, brighthush has rapidly evolved from a bold startup idea into a recognized leader in the employee benefits space. With Series B funding secured in 2023, we have expanded our product suite, onboarded thousands of clients, and earned accolades from major media outlets. Our platform blends advanced analytics, intuitive interfaces, and proactive support to streamline every step of the benefits journey—from enrollment to claims—making the entire process seamless and stress‑free.

Why brighthush?

We believe that health insurance should be simple, transparent, and empowering. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. Here’s what you’ll experience when you join us:

• Unlimited personal vacation and flexible work‑from‑home options.
• Competitive 401(k) with a 4% match after 90 days and a one‑year cliff.
• Generous parental leave, including up to two paid days of Paw‑ternity leave for pet parents.
• Corporate membership to a leading fitness network, giving you access to over 73,000 wellness options.
• Two vibrant offices—one in Richardson (City Line) and one in Austin—featuring well‑stocked kitchens, lounge areas, kiosk desks, and private phone rooms.

We are committed to diversity, equity, and inclusion. Every team member’s voice matters, and we actively seek to build a workforce that reflects the communities we serve.

Key Responsibilities

As a Senior Customer Experience Champion, you will be the frontline advocate for our VIP clients, their employees, and benefit consultants. Your role blends technical support, customer education, and process improvement, ensuring that every interaction reflects the brighthush promise of excellence.

Multi‑Channel Support

• Deliver timely assistance via phone, chat, email, and our proprietary ticketing system, ensuring a consistent, high‑quality experience across all touchpoints.
• Maintain a deep understanding of each channel’s best practices and leverage analytics to optimize response times.
• Track and report on key performance indicators such as first‑contact resolution, average handle time, and customer satisfaction scores.

Client Education & Onboarding

• Explain how Health Reimbursement Arrangements (HRAs) work, detail specific benefits, and guide users through our platform with clarity and empathy.
• Create and update educational content such as walkthrough videos, FAQ sheets, and quick‑start guides.
• Conduct live onboarding sessions for new clients, ensuring they feel confident and supported from day one.

Technical Troubleshooting & Escalation

• Resolve platform issues, navigate our database, and apply basic HRA regulations to answer questions accurately.
• Escalate complex technical problems to engineering with detailed reproduction steps and impact assessments.
• Collaborate with product and engineering to identify root causes and drive permanent fixes.

Process Design & Continuous Improvement

• Create and refine triage workflows, ensuring that support requests are escalated efficiently, even during peak seasons.
• Collaborate with product and engineering to identify recurring pain points and propose system enhancements.
• Lead initiatives to automate repetitive tasks, reducing manual effort and improving response times.

Voice of the Customer

• Collect, analyze, and present client feedback to product and engineering teams to drive continuous improvement.
• Lead quarterly customer satisfaction surveys and synthesize findings into actionable insights.
• Champion customer advocacy by sharing success stories and best practices across the organization.

Team Collaboration & Leadership

• Work closely with Sales, Product, and Engineering to align on customer priorities and share insights.
• Participate in cross‑functional sprint reviews and retrospectives, contributing to product roadmap decisions.
• Mentor junior support specialists, fostering a culture of learning and excellence.

Knowledge Management & Documentation

• Maintain up‑to‑date documentation, FAQs, and training materials for internal use and client self‑service.
• Curate a knowledge base that evolves with product updates and regulatory changes.
• Ensure all content is accessible, accurate, and aligned with brand voice.

Essential Qualifications

We are looking for candidates who bring a blend of customer‑service excellence, analytical thinking, and a proactive mindset.

• Minimum 2 years of customer service experience in a fast‑paced environment.
• Excellent written and verbal communication skills in English.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Basic proficiency with Excel, data tables, and simple algebraic calculations.
• Empathy, patience, and the ability to explain complex concepts in a clear, friendly manner.
• Self‑starter who thrives in a collaborative, high‑growth startup culture.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Background in health insurance, benefits administration, or related fields.
• Experience with CRM or ticketing systems such as our proprietary brighthush platform.
• Knowledge of HRA regulations and compliance requirements.
• Previous exposure to SaaS product support or technical support roles.
• Experience in a startup environment where you have contributed to process improvements.

Skills & Competencies

Success in this role requires a blend of soft and hard skills:

• Customer‑Centric Mindset: Always put the client’s needs first and strive to exceed expectations.
• Problem‑Solving: Quickly diagnose issues, gather relevant data, and propose effective solutions.
• Communication: Translate technical jargon into plain language for diverse audiences.
• Adaptability: Thrive in a rapidly evolving product and market landscape.
• Collaboration: Work cross‑functionally with product, engineering, and sales teams.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• On‑the‑job training with senior support specialists and product managers.
• Mentorship programs pairing you with leaders across the organization.
• Regular knowledge‑sharing sessions, webinars, and industry conferences.
• Clear career pathways—from Customer Care Specialist to Senior Support Lead, Customer Success Manager, or Product Analyst.
• Opportunities to contribute to product roadmap discussions and influence the future of our platform.

Work Environment & Culture

Our offices are designed to foster creativity, collaboration, and well‑being. Whether you prefer a quiet phone room, a lively lounge, or a standing desk, you’ll find a space that suits your workflow. We celebrate diversity, encourage open dialogue, and support work‑life balance through flexible scheduling and remote work options.

Office Design

• Open‑plan spaces with modular furniture for team collaboration.
• Quiet zones for focused work and confidential calls.
• Well‑stocked kitchens with healthy snack options and coffee stations.

Diversity & Inclusion

• Employee Resource Groups for underrepresented communities.
• Inclusive hiring practices and unconscious bias training.
• Annual diversity metrics reporting and improvement plans.

Work‑Life Balance

• Unlimited paid time off policy to recharge and pursue personal passions.
• Flexible work hours and remote work options to accommodate diverse lifestyles.
• Wellness programs including mindfulness sessions and fitness challenges.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, we offer:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible vacation policies.
• 401(k) plan with a 4% match after 90 days and a one‑year cliff.
• Generous parental leave, including paid Paw‑ternity days.
• Corporate membership to a leading fitness network and wellness stipend.
• Regular team events, hackathons, and community service opportunities.

How to Apply

If you are excited to join a forward‑thinking team that is redefining health insurance, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Experience Champion role at brighthush.