Senior Customer Retention Specialist – Remote, Flexible Hours, Coaching‑Driven Growth Path at brighthush

About brighthush and the Opportunity

At brighthush, we’re redefining how families protect what matters most. Our mission is simple yet powerful: empower every household with clear, personalized protection options that fit their unique needs. To achieve this, we rely on a team of dedicated professionals who bring empathy, clarity, and a relentless focus on customer success. If you thrive in a fast‑moving, remote environment and want to make a tangible difference in people’s lives, brighthush offers you the platform to do just that.

Why Join brighthush?

Remote‑First Culture – Work from anywhere, on a schedule that suits your life. Coaching‑Centric Development – We invest in your growth with structured mentorship, real‑time feedback, and a clear career ladder. Transparent Communication – No “sink‑or‑swim” policies. Honest conversations, realistic expectations, and a culture that values integrity. Impact‑Driven Role – Every interaction you have helps families understand and secure their future. Your work translates directly into real‑world outcomes. Competitive Compensation & Perks – We offer a base salary that reflects your experience, a performance‑based bonus structure, comprehensive health benefits, and a generous paid‑time‑off policy.

Key Responsibilities

• Customer Engagement: Conduct proactive outreach to existing customers via phone, email, and chat to assess their satisfaction and identify opportunities for additional coverage.
• Retention Strategy Execution: Implement tailored retention plans, including policy reviews, renewal reminders, and cross‑sell recommendations that align with each client’s goals.
• Data‑Driven Insight: Analyze retention metrics, churn indicators, and customer feedback to refine outreach tactics and improve overall retention rates.
• Collaboration with Sales & Claims: Partner with the sales team to upsell relevant products and with claims to resolve any outstanding issues that may affect customer loyalty.
• Documentation & Reporting: Maintain accurate records of all customer interactions, update CRM entries, and generate weekly reports on key performance indicators.
• Continuous Learning: Participate in ongoing training sessions, product knowledge workshops, and industry webinars to stay ahead of market trends.
• Team Contribution: Share best practices, contribute to knowledge bases, and support new hires during onboarding.

Essential Qualifications

• Minimum 2 years of experience in customer retention, account management, or a related field.
• Proven track record of meeting or exceeding retention targets in a remote setting.
• Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Self‑management and time‑management skills that enable you to prioritize tasks and meet deadlines independently.
• High level of integrity and a commitment to honest, transparent conversations with customers.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
• Comfortable with video conferencing tools (Zoom, Teams) for virtual meetings and coaching sessions.

Preferred Qualifications

• Experience in the insurance or financial services industry.
• Knowledge of policy products such as life, health, or disability coverage.
• Previous exposure to coaching or mentoring roles.
• Multilingual abilities to serve a diverse customer base.
• Familiarity with data analytics tools (e.g., Tableau, Power BI) for deeper insights into customer behavior.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers achieve peace of mind.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment where priorities shift frequently.
• Team Collaboration: Work seamlessly with cross‑functional teams to deliver a unified customer experience.
• Resilience: Maintain composure under pressure and bounce back from setbacks.
• Ethical Judgment: Uphold the highest standards of honesty and confidentiality.

Career Growth & Development

At brighthush, we believe that talent deserves a clear path forward. As a Customer Retention Specialist, you’ll have the opportunity to:

• Progress to a Senior Retention Lead role, overseeing a team of specialists and shaping retention strategy.
• Transition into a Product Specialist or Customer Success Manager position, leveraging your deep customer insights.
• Take on a Coaching or Training Lead role, mentoring new hires and driving continuous improvement initiatives.
• Participate in leadership development programs that prepare you for executive‑level responsibilities.

Work Environment & Culture

Remote‑First, Yet Connected – We provide the tools and infrastructure you need to stay productive from anywhere. Honest Conversations – We value transparency; no “pressure theater” or unrealistic expectations. Coaching Over Competition – Your success is our priority. We pair you with experienced mentors who guide you through challenges and celebrate wins. Inclusive & Diverse – We celebrate differences and foster an environment where every voice is heard. Work‑Life Balance – Flexible hours and a results‑oriented approach let you manage your personal commitments while delivering outstanding results.

Compensation & Benefits

While specific figures vary based on experience, you can expect:

• A competitive base salary that reflects your expertise.
• A performance‑based bonus structure tied to retention metrics.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off (PTO) and a generous holiday schedule.
• Professional development budget for courses, certifications, and conferences.
• Access to a virtual wellness program, including mindfulness and fitness resources.

How to Apply

If you’re ready to bring your passion for customer success to a supportive, growth‑oriented remote team, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Retention Specialist role at brighthush. Our hiring team will review your application and schedule a Zoom interview to discuss how you can contribute to our mission of protecting families worldwide.

Join brighthush – Where Your Work Makes a Difference

At brighthush, every call, email, and conversation is an opportunity to help families feel secure and confident about their future. If you value integrity, crave a coaching‑driven environment, and want to grow your career while making a real impact, apply today and become part of our remote family.