Senior Customer Experience Specialist – Claims & Service Excellence Lead for Automotive After‑Service

About brighthush

brighthush is a forward‑thinking leader in automotive after‑service solutions, dedicated to delivering unparalleled customer experiences across the globe. With a portfolio that spans vehicle insurance, parts procurement, and comprehensive service network management, we empower automotive partners to thrive in an ever‑evolving marketplace. Our mission is simple: to turn every customer interaction into a moment of delight, trust, and lasting value. If you are passionate about customer service, data integrity, and continuous improvement, brighthush offers the platform and culture to help you grow and succeed.

Position Overview

As a Senior Customer Experience Specialist, you will be the linchpin between our customers, service partners, and internal teams. Your role will involve managing high‑volume telephone consultations, overseeing insurance claim processing, maintaining critical service network data, and conducting market research on automotive parts. You will work closely with cross‑functional teams to ensure that every claim is handled efficiently, every customer is satisfied, and every data point is accurate. This is a full‑time, remote position based in Korea or Dongcheon, and you will report directly to the Customer Experience Manager.

Key Responsibilities

• Customer Consultation & Support
  • Handle inbound telephone consultations with professionalism and empathy.
  • Provide clear guidance on claim submission, required documentation, and next steps.
  • Conduct “happy call” and customer satisfaction follow‑ups to gauge service quality.
• Claims Management
  • Receive and review insurance claims, ensuring completeness and accuracy.
  • Enter claim details into the AS400 system and manage auto EW claim data.
  • Verify and reconcile claim documents, flagging missing items and coordinating with customers.
  • Handle auto EW claim processing and validation for HMC EW & CPO EW.
• Data & Network Administration
  • Maintain and update service network registrations and basic data within AS400.
  • Ensure data integrity across all systems, performing regular audits and reconciliations.
  • Collaborate with IT and operations to implement system enhancements.
• Market & Parts Research
  • Conduct surveys on major automobile parts to inform product strategy.
  • Analyze market trends and competitor offerings to support business development.
  • Prepare reports and presentations for senior leadership.
• Process Improvement & Collaboration
  • Identify bottlenecks in claim handling and propose process optimizations.
  • Work with cross‑functional teams (claims, IT, finance, and marketing) to streamline workflows.
  • Champion a culture of continuous improvement and customer‑centric thinking.

Essential Qualifications

• Minimum 5 years of experience in customer service, claims processing, or a related field.
• Proven track record in call center or customer‑facing roles, preferably within the automotive or insurance industry.
• Strong interpersonal and communication skills, with the ability to explain complex processes in simple terms.
• Excellent documentation skills and a keen eye for detail.
• High level of responsibility and self‑direction, capable of managing multiple priorities.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience with AS400 or similar enterprise systems.
• Fluency in Korean and English (written and spoken).

Preferred Qualifications

• Experience with automotive after‑service claims and parts procurement.
• Knowledge of HMC EW & CPO EW claim processes.
• Familiarity with data analytics tools and reporting dashboards.
• Previous exposure to AI or biometric technologies in a customer service context.
• Continuous learning mindset, with a passion for expanding automotive expertise.

Skills & Competencies

• Customer‑Centric Mindset – Always prioritizing the customer’s needs and experience.
• Analytical Thinking – Ability to dissect complex data and derive actionable insights.
• Problem‑Solving – Quickly diagnosing issues and implementing effective solutions.
• Adaptability – Thriving in a fast‑changing environment and embracing new technologies.
• Collaboration – Working seamlessly with internal teams and external partners.
• Time Management – Efficiently juggling multiple tasks while meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Customer Experience Specialist, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on the latest industry trends, claim technologies, and customer service best practices.
• Opportunities to lead cross‑functional projects and present findings to executive leadership.
• Clear career pathways into roles such as Claims Manager, Customer Experience Lead, or Operations Director.
• Participation in innovation labs where you can experiment with AI, data analytics, and process automation.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote teams enjoy:

• Flexible working hours that respect work‑life balance.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A supportive environment that encourages creative problem‑solving and knowledge sharing.
• Access to cutting‑edge tools and technologies that streamline daily tasks.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior customer experience roles.
• Performance‑based bonuses tied to customer satisfaction metrics and claim processing efficiency.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.

AI & Biometric Usage at brighthush

brighthush embraces responsible AI practices to enhance our services while safeguarding privacy. We encourage candidates to be authentic and transparent during the application process. All virtual interviews will be conducted via video to ensure a genuine interaction. For more details on our AI usage guidelines, please visit our AI Usage Guidelines page.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology where permitted by applicable law. For privacy practices, including our use of AI‑enabled technology and biometric information, refer to our Privacy Notice.

Job Scam Alert

Please be aware that during the brighthush application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.

How to Apply

If you are ready to bring your expertise, passion, and dedication to a dynamic team that values innovation and customer excellence, we would love to hear from you. Click the button below to submit your application and join brighthush in redefining automotive after‑service experiences worldwide.