Senior Customer Experience & Support Leadership Specialist – Global Health Services Champion & Telehealth Advocate – Drive Exceptional Patient Care at brighthush

Welcome to brighthush – Where Health Meets Innovation

At brighthush, we are redefining the future of global health services. Our mission is to empower individuals and families to live healthier, happier lives by blending cutting‑edge technology, compassionate care, and a relentless culture of continuous improvement. From comprehensive health insurance plans and wellness programs to telehealth solutions and personalized health coaching, we deliver peace of mind and tangible benefits to millions worldwide. In this dynamic environment, exceptional customer service is not just a function—it is the cornerstone of our success. We invite you to join our team as a Senior Customer Experience & Support Leadership Specialist and help shape the way our customers interact with brighthush every day.

Why brighthush is the Ideal Place for Your Next Career Move

Impact at Scale – Your work will directly influence the lives of millions of customers across the globe. By elevating the customer experience, you help ensure that people receive the support they need to navigate complex health journeys.

Innovation‑Driven Culture – We thrive on experimentation, data‑driven decision making, and a passion for improving health outcomes. Your ideas will be heard, tested, and implemented in real time.

Growth & Learning – brighthush invests heavily in professional development. From structured leadership training to cross‑functional projects, you’ll have the resources to accelerate your career trajectory.

Inclusive & Collaborative Environment – Our teams span multiple geographies and disciplines. We celebrate diversity, encourage knowledge sharing, and foster a sense of belonging for every employee.

Key Responsibilities – What You’ll Do Every Day

• Deliver Outstanding Customer Support – Provide timely, accurate, and empathetic assistance across phone, email, chat, and social media channels. Resolve inquiries, troubleshoot issues, and ensure a seamless experience for every customer.
• Product & Policy Expertise – Maintain deep, up‑to‑date knowledge of brighthush’s health plans, benefits, and regulatory requirements. Serve as the go‑to resource for complex policy questions.
• Leadership & Coaching – Mentor and develop a high‑performing team of customer service representatives. Conduct regular coaching sessions, performance reviews, and skill‑building workshops.
• Process Improvement & Innovation – Analyze customer feedback, support metrics, and industry trends to identify bottlenecks. Design, test, and implement solutions that enhance efficiency and customer satisfaction.
• Issue Escalation & Cross‑Functional Collaboration – Identify escalated or sensitive cases, coordinate with claims, billing, technical support, and product teams, and drive resolution to the customer’s satisfaction.
• Data Integrity & Documentation – Record detailed, accurate notes in the CRM. Track follow‑ups, maintain audit‑ready documentation, and ensure compliance with internal and external standards.
• Brand Advocacy & Cultural Champion – Embody brighthush’s values—integrity, innovation, inclusivity—in every interaction. Foster a positive, collaborative team culture that encourages continuous learning.
• Industry Awareness & Thought Leadership – Stay current on healthcare regulations, emerging technologies, and best practices. Share insights with the team and contribute to the broader customer experience strategy.

Essential Qualifications – What We Expect

• Minimum of 5 years of experience in a customer service or support role within the health insurance or related industry.
• Proven track record of leading or mentoring a team of customer service representatives.
• Strong understanding of health insurance products, benefits administration, and regulatory compliance.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Proficiency with customer relationship management (CRM) platforms and office productivity suites.
• Demonstrated problem‑solving skills and a proactive approach to process improvement.
• High emotional intelligence, empathy, and a genuine passion for helping others.
• Ability to work in a fast‑paced, dynamic environment while maintaining meticulous attention to detail.
• Valid driver’s license and willingness to travel to regional offices or events as needed.

Preferred Qualifications – Bonus Points

• Experience with data analytics tools (e.g., Tableau, Power BI) to analyze customer trends and support metrics.
• Knowledge of telehealth platforms and digital health solutions.
• Multilingual capabilities to serve a diverse customer base.
• Certification in Customer Experience Management (e.g., CXI, CSM).
• Background in change management or process reengineering.

Core Skills & Competencies – What Makes You Successful

• Customer‑Centric Mindset – Relentless focus on delivering value and exceeding expectations.
• Leadership & Influence – Ability to inspire, coach, and drive results across a distributed team.
• Analytical Thinking – Strong data‑driven decision making and continuous improvement mindset.
• Adaptability – Comfortable navigating ambiguity and shifting priorities in a rapidly evolving industry.
• Collaboration – Proven ability to work cross‑functionally with sales, claims, billing, and technology teams.
• Communication – Clear, concise, and persuasive communication across all levels.
• Technical Proficiency – Comfortable learning new software, tools, and platforms quickly.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe that investing in people is the key to sustained success. As a Senior Customer Experience & Support Leadership Specialist, you will have access to a wealth of growth opportunities:

• Structured leadership training programs that prepare you for managerial roles.
• Mentorship from senior executives and industry experts.
• Cross‑functional project assignments that broaden your skill set and business knowledge.
• Annual learning stipend for courses, certifications, or conferences.
• Clear career ladder: from Senior Representative to Team Lead, Manager, Director, and beyond.

Work Environment & Culture – Where You’ll Thrive

brighthush thrives on a culture of inclusivity, innovation, and impact. Our teams collaborate across geographies, leveraging technology to break down silos. We celebrate diversity through employee resource groups, community outreach, and inclusive hiring practices. Flexibility is built into our work model, with hybrid options and generous paid time off to support work‑life balance. Our environment encourages curiosity, experimentation, and a shared commitment to making a difference in the lives of our customers.

Compensation, Perks & Benefits – We Value Your Contribution

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous coverage.
• Retirement savings plan with company match.
• Wellness stipend for gym memberships, meditation apps, or fitness classes.
• Employee assistance program for mental health support.
• Paid parental leave and flexible family‑friendly policies.
• Regular team‑building events, virtual happy hours, and community service days.
• Access to cutting‑edge digital tools and a modern, ergonomic workspace.

How to Apply – Take the Next Step

If you are passionate about delivering world‑class customer service, leading high‑performing teams, and making a tangible difference in people’s health journeys, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can help shape the future of health support at brighthush.

Equal Opportunity Employer – Diversity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.