Senior Customer Experience Champion – Retail & Hospitality Specialist Driving AI‑Powered Insurance & Asset Management Excellence at brighthush

Welcome to brighthush – Where Customer Care Meets Innovation

At brighthush, we’re redefining the insurance experience by weaving together purchase, coverage, maintenance, repair, and resale into a single, AI‑driven journey. From the moment a customer buys a vehicle or a home, to the day they sell or upgrade, our platform stitches every touchpoint into a seamless, concierge‑style experience. We’re a fast‑growing, tech‑centric startup backed by visionary investors who believe in data, empathy, and relentless innovation.

Our culture blends entrepreneurial spirit, rigorous analytics, and an unwavering commitment to customer delight. If you thrive in a dynamic environment where your ideas shape product features and customer journeys, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale: Serve millions of customers across the United States and Canada, helping them navigate complex insurance and maintenance journeys with ease.
• Remote Flexibility: Work from anywhere—our fully remote model gives you the freedom to balance life and work while staying connected to a high‑energy, collaborative team.
• Competitive Compensation: Earn a base hourly rate of $19.00–$21.00, complemented by equity options that let you own a piece of brighthush’s future.
• Comprehensive Benefits: Medical, dental, vision, 401(k) match, paid vacation, paid parental leave, wellness programs, and more—because we care about your well‑being.
• Career Growth: Rapid learning opportunities, mentorship from industry leaders, and a clear path to senior roles in customer experience, product, and operations.
• Culture of Ownership: Every team member is treated as an owner. Your ideas shape product features, customer journeys, and company strategy.

Role Overview

As a Senior Customer Experience Champion on our Customer Operations team, you will be the frontline advocate for our policyholders. You’ll go beyond answering questions—you’ll anticipate needs, uncover hidden opportunities, and guide customers through every step of their insurance and maintenance journey. Your role is pivotal in ensuring that brighthush’s promise of speed, warmth, and reliability becomes a lived reality for every user.

Key Responsibilities

• Customer Advocacy: Deliver exceptional service by proactively identifying coverage gaps, eligible discounts, and renewal alerts that customers might otherwise miss.
• Inbound Support: Handle a high volume of inbound calls, chat inquiries, and email tickets from policyholders needing policy changes, claim updates, or general assistance.
• Product Mastery: Gain deep knowledge of our multi‑partner insurance panel and the evolving brighthush app. Use this expertise to guide customers confidently and recommend the best solutions.
• Problem Solving: Resolve complex customer issues efficiently, escalating only when necessary, and ensuring a seamless experience that exceeds expectations.
• Service Request Processing: Manage requests related to vehicles, drivers, lienholders, and policy documents with precision and speed.
• Feedback Loop: Capture customer insights and relay them to product and engineering teams, influencing feature development and continuous improvement.
• Continuous Improvement: Participate in regular training, process reviews, and cross‑functional workshops to refine customer workflows and elevate service standards.
• Team Collaboration: Work closely with product, engineering, marketing, and data science teams to align on customer priorities and drive holistic solutions.
• Metrics Ownership: Track and analyze key performance indicators such as CSAT, NPS, first‑contact resolution, and average handle time, using data to inform decisions.

Essential Qualifications

• 3+ years of experience in customer service, sales, or hospitality, with a proven track record of delivering outstanding customer experiences.
• Strong interpersonal skills with a genuinely friendly and positive attitude that shines through every interaction.
• Excellent communication—both verbal and written—across multiple channels, including phone, chat, email, and social media.
• Demonstrated problem‑solving ability and a proactive mindset that anticipates customer needs before they arise.
• High work ethic and a commitment to delivering results in a fast‑paced, evolving environment.
• Comfortable using CRM systems, knowledge bases, collaboration tools, and data dashboards.
• Experience with AI or data‑driven customer solutions is a plus.

Preferred Qualifications

• Background in the insurance or fintech industry, with familiarity of policy structures, claims processes, and regulatory requirements.
• Experience in retail or hospitality operations, where customer service excellence is paramount.
• Multilingual capabilities (English plus any additional language) to serve a diverse customer base.
• Experience working in a remote, distributed team environment.
• Knowledge of automotive or real‑estate insurance products.

Skills & Competencies

• Customer‑Centric Mindset: Ability to put the customer first and anticipate their needs, turning every interaction into a memorable experience.
• Analytical Thinking: Quickly assess data and customer history to recommend optimal solutions and upsell opportunities.
• Adaptability: Thrive in a dynamic environment where product features, policies, and processes evolve rapidly.
• Team Collaboration: Work seamlessly with product, engineering, marketing, and data teams to drive customer success.
• Time Management: Prioritize tasks effectively while maintaining high quality service and meeting SLA targets.
• Tech Savviness: Comfortable learning new tools, platforms, and AI‑driven features on the fly.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Mentorship from senior leaders who have built successful careers at brighthush.
• Access to industry conferences, workshops, and online courses to keep you at the cutting edge.
• Clear promotion pathways—from Customer Care Champion to Senior Associate, Team Lead, and beyond.
• Cross‑functional projects that expose you to product design, data analytics, and business strategy.
• Regular hackathons and innovation sprints where you can experiment with new AI features and customer solutions.

Work Environment & Culture

Our culture is built on the following pillars:

• Ownership: Every team member is empowered to make decisions that impact the customer experience.
• Kindness & Competitiveness: We celebrate wins together while pushing each other to achieve more.
• Learning & Mastery: Continuous improvement is ingrained in our processes—feedback is welcomed and acted upon.
• Inclusivity: We value diverse perspectives and foster an environment where everyone feels heard.
• Flexibility: Remote work, flexible hours, and a results‑oriented mindset keep work life balanced.

Compensation & Benefits

Our total rewards package is designed to attract and retain top talent:

• Hourly Pay: $19.00–$21.00, commensurate with experience and performance.
• Equity: Stock options that allow you to share in brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, along with wellness stipends and mental health resources.
• Retirement: 401(k) plan with company match to help you plan for the future.
• Paid Time Off: Generous vacation, sick leave, and paid parental leave.
• Professional Development: Reimbursement for certifications, courses, and conference attendance.
• Remote Perks: Home office stipend, flexible scheduling, and a culture that values work‑life balance.
• Community & Culture: Regular virtual team building, quarterly all‑hands, and a vibrant Slack community.

Ready to Make a Difference?

If you’re passionate about delivering world‑class customer experiences, thrive in a fast‑moving, data‑driven environment, and want to be part of a company that’s reshaping the insurance landscape, we want to hear from you. Join brighthush and help us turn everyday interactions into unforgettable moments of trust and delight.