Senior Customer Service & Member Experience Specialist – Hybrid, Charleston, SC – Championing Member Satisfaction, Loyalty, and Growth for brighthush

Welcome to brighthush: A Trailblazer in Community‑First Insurance

For more than thirty years, brighthush has redefined the property and casualty insurance landscape by placing people, not policies, at the core of everything we do. Our mission is simple yet profound: to protect the homes, businesses, and lives of our members with transparency, innovation, and genuine care. Every interaction with a member is an opportunity to build lasting trust, and every member conversation is treated as a personal connection rather than a transactional exchange.

Operating from our vibrant Charleston hub, brighthush blends deep industry expertise with a culture of empathy, lifelong learning, and community impact. We’re not just an insurer; we’re a movement that empowers our members to safeguard what matters most while fostering a workplace where collaboration, creativity, and personal growth thrive.

Why This Role Is a Game‑Changer

As the first point of contact for our members, the Senior Customer Service & Member Experience Specialist is the face of brighthush. Your daily interactions shape our brand’s voice, influence member loyalty, and directly impact our reputation for exceptional service. This hybrid role offers the best of both worlds: collaborative in‑office days at our Charleston office and the flexibility of remote work to support a healthy work‑life balance.

In this position, you’ll not only resolve inquiries but also build meaningful relationships, advocate for members, and contribute to continuous improvement initiatives that elevate the entire member experience. You’ll be a key player in driving the growth of our member base, ensuring that every member feels heard, valued, and supported.

Your Daily Impact – What You’ll Do Every Day

• Multi‑Channel Support: Handle member inquiries via phone, email, text, and live chat with speed, accuracy, and a consistent tone that reflects brighthush’s values.
• Billing & Policy Assistance: Resolve billing questions, process policy changes, guide members through renewals, and help them navigate our secure online portal.
• Problem Solving & Escalation: Apply critical thinking to complex issues, determine the best resolution path, and elevate matters when necessary while maintaining a calm, positive tone.
• Data Management: Update member records in our CRM, verify data integrity, and protect confidentiality in accordance with industry standards.
• Continuous Improvement: Participate in quality assurance reviews, share insights, and collaborate on process enhancements that elevate member satisfaction.
• Team Collaboration: Attend 1:1s with your manager, contribute to team meetings, and support peers during peak periods to keep service levels high.
• Professional Development: Engage in ongoing training, certifications, and learning opportunities that prepare you for higher roles within brighthush.
• Shift Flexibility: Work a hybrid schedule (3 days in Charleston, 2 days remote) and adapt to Monday‑Saturday shifts as business needs dictate.

Key Responsibilities in Detail

• Provide first‑line support for member inquiries, ensuring each interaction is handled with empathy and professionalism.
• Maintain accurate and up‑to‑date member data across multiple systems, including our CRM and billing platforms.
• Collaborate with underwriting, claims, and billing teams to resolve complex member issues efficiently.
• Identify trends in member feedback and work with cross‑functional teams to implement process improvements.
• Adhere to all regulatory and compliance requirements related to member data and privacy.
• Participate in ongoing training programs to stay current on product knowledge, industry trends, and best practices.
• Contribute to a culture of continuous learning by sharing insights and best practices with peers.

Essential Qualifications – What We Expect

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• 1–2 years of customer service experience in a fast‑paced environment (retail, hospitality, or call center).
• Proficiency with computers and the ability to multitask across multiple applications.
• Excellent verbal and written communication skills in English.
• Strong organizational skills with the ability to prioritize competing tasks.
• Demonstrated integrity and a customer‑first mindset.
• Availability to work a hybrid schedule: 3 days in the Charleston office, 2 days remote.
• Flexibility to work Monday‑Saturday shifts, with specific days and times determined by business needs.

Preferred Qualifications – What Gives You an Edge

• Experience in the insurance or financial services industry.
• Knowledge of billing systems, policy management, or online member portals.
• Proficiency in additional languages (Spanish, French, etc.).
• Previous experience with remote work tools (Zoom, Teams, Salesforce, etc.).
• Strong analytical skills and a data‑driven approach to problem solving.

Core Competencies – The DNA of a Successful Specialist

• Empathy & Active Listening: Understand member concerns and respond with genuine care.
• Critical Thinking: Analyze situations quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Time Management: Balance multiple tasks while meeting performance metrics.
• Technology Savvy: Navigate CRM systems, knowledge bases, and communication platforms with ease.

Career Path & Development – Your Growth Journey at brighthush

At brighthush, we believe that investing in people is the key to sustainable success. When you join our team, you’ll receive:

• Comprehensive paid onboarding that equips you with the skills to excel.
• Regular 1:1 coaching sessions to set goals, provide feedback, and track progress.
• Access to internal learning platforms, webinars, and industry certifications.
• Clear career pathways: from Member Experience Specialist to Senior Specialist, Team Lead, or Manager roles.
• Internal promotion policy: we prioritize internal candidates for new opportunities.
• Mentorship programs that pair you with seasoned leaders for guidance.

Our structured development plans ensure that you can progress at a pace that aligns with your ambitions, whether you aim to deepen your expertise in member experience or transition into a leadership role.

Work Environment & Culture – What It’s Like to Be Part of brighthush

Our culture is built on transparency, kindness, and community. You’ll experience:

• Hybrid work model: 3 days in the Charleston office, 2 days remote.
• Flexible shift schedule: Monday‑Saturday, 5 days per week, with specific days and times assigned based on business needs.
• Standard schedule: Monday‑Friday, with up to 8 Saturdays per year.
• Company holidays: up to 3 holidays per year (excluding Thanksgiving and Christmas).
• Supportive leadership that values open communication and constructive feedback.
• Regular team events, wellness initiatives, and community impact projects.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.

We foster a collaborative atmosphere where every voice is heard, and every member’s contribution is valued. Our Charleston office is a hub of creativity and camaraderie, while our remote work tools keep you connected and productive from anywhere.

Compensation & Benefits – We Reward Your Hard Work

We offer a competitive total rewards package that includes:

• Starting salary: $53,000 per year.
• Immediate eligibility for overtime during peak periods.
• Monthly $500 Exceptional Performance bonus with no cap on winners.
• Bi‑annual salary reviews and potential increases.
• Commuter support: $100 per month for those commuting into the Charleston office three days or more per week.
• Full remote work equipment package: laptop, headset, and ergonomic accessories.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Employee assistance program and wellness resources.
• Professional development stipend and tuition reimbursement.

Beyond the tangible benefits, you’ll join a community that values your well‑being, encourages work‑life balance, and celebrates your achievements.

How to Apply – Take the First Step Toward a Rewarding Career

If you’re passionate about delivering exceptional service, eager to grow, and ready to join a company that treats every member like family, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.