Senior Customer Experience Specialist – Insurance Claims & Policy Support – Remote, Flexible Hours, Competitive Pay

About brighthush and the Insurance Landscape

At brighthush, we’re redefining how people protect what matters most. In an industry that’s often seen as complex and opaque, we bring clarity, fairness, and a human touch to every interaction. Our mission is simple: empower customers to navigate their insurance needs with confidence, backed by technology that’s intuitive, transparent, and always at their fingertips.

As a Senior Customer Experience Specialist, you’ll be the frontline ambassador of that mission. You’ll help customers understand their coverage, resolve their concerns, and build lasting trust—one conversation at a time. If you thrive on problem‑solving, enjoy working in a fast‑paced environment, and want to make a tangible impact on people’s lives, brighthush is the place for you.

Why This Role Matters

Every call you handle is an opportunity to reinforce brighthush’s promise of simplicity and fairness. Your expertise will guide customers through policy decisions, claim processes, and coverage adjustments, ensuring they feel heard, respected, and empowered. By delivering exceptional service, you’ll help us:

• Maintain high customer satisfaction scores and loyalty.
• Drive adoption of our digital tools and mobile app.
• Identify and recommend process improvements that enhance the overall experience.
• Support our growth by turning satisfied customers into advocates.

Key Responsibilities

• Customer Engagement: Receive inbound calls and emails, building rapport and trust from the first interaction.
• Policy Management: Accurately process coverage changes, renewals, and cancellations while ensuring compliance with regulatory standards.
• Claims Assistance: Guide customers through the claims process, from filing to resolution, and provide timely updates.
• Education & Advisory: Explain policy features, coverage options, and risk management strategies tailored to each customer’s needs.
• Quote Generation: Create and present personalized quote options, helping customers make informed decisions.
• Performance Metrics: Meet or exceed monthly KPIs, including average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Improvement: Identify bottlenecks, propose enhancements to internal tools, and collaborate with product teams to refine the customer journey.
• Compliance & Licensing: Maintain an active Personal Lines License and complete required continuing education to stay current with industry regulations.
• Independent Judgment: Exercise sound decision‑making in ambiguous situations, ensuring consistent, high‑quality service.

Essential Qualifications

• 1–2 years of customer service experience, preferably within the insurance sector.
• Active Personal Lines License or the ability to obtain one within 30 days of hire.
• Proven ability to thrive in a high‑volume, fast‑paced call environment.
• Exceptional communication skills—both verbal and written—paired with active listening and empathy.
• Strong problem‑solving aptitude, able to handle complex inquiries with professionalism.
• High attention to detail and excellent multitasking capabilities.
• Self‑directed, accountable, and capable of working with minimal supervision.
• Collaborative mindset, eager to learn brighthush’s products and app functionality.
• Proficiency in Microsoft Office and Google Workspace applications.

Preferred Qualifications

• Experience with CRM systems such as Salesforce or Zendesk.
• Knowledge of insurance terminology and regulatory frameworks.
• Previous exposure to remote or hybrid work environments.
• Fluency in multiple languages, enhancing our ability to serve a diverse customer base.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine desire to help and a passion for delivering outstanding service.
• Analytical Thinking: Ability to dissect complex issues and propose clear, actionable solutions.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving priorities.
• Time Management: Efficiently juggle multiple tasks while maintaining quality and accuracy.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Experience Specialist, you’ll have access to:

• Structured onboarding and ongoing training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior leaders and cross‑functional experts.
• Clear career pathways into roles such as Customer Success Manager, Product Specialist, or Operations Lead.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of insurance innovation.

Work Environment & Company Culture

brighthush is built on the principle of “work where it works best.” We support flexible, remote work arrangements across the United States, allowing you to balance professional responsibilities with personal life. Our culture is defined by:

• Transparency: Open communication channels and a flat hierarchy that encourages idea sharing.
• Inclusivity: A diverse workforce that values different perspectives and fosters belonging.
• Innovation: A continuous improvement mindset that drives us to rethink traditional insurance models.
• Community: Regular virtual town halls, team‑building activities, and volunteer opportunities.

Compensation & Benefits

We offer competitive pay at $20.92 per hour, with the potential for overtime and performance bonuses. In addition to base compensation, you’ll enjoy:

• Health, dental, and vision insurance (for full‑time employees).
• 401(k) plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible work schedule: Monday–Friday, 12:00 PM – 8:30 PM EST, with the option to adjust based on team needs.

ADA Compliance & Accessibility

brighthush is committed to providing reasonable accommodations for individuals with disabilities. If you require assistance or an accommodation to perform essential functions, please contact [email protected]. We’ll work with you to ensure a smooth and inclusive experience.

Interview Process & Camera Requirement

Our interview process is designed to be engaging and respectful of your time. All candidates are required to participate in a virtual interview on camera. This helps us create a more personal connection and assess communication style. If you have concerns about this requirement, let us know when you’re contacted, and we’ll discuss possible accommodations.

Ready to Join brighthush?

Are you ready to bring your customer‑service expertise to a company that values innovation, transparency, and people? If you’re passionate about helping customers navigate their insurance journey and thrive in a flexible, remote environment, we’d love to hear from you.

Click the link below to apply and take the first step toward a rewarding career at brighthush.