Senior Customer Service & Support Leadership Specialist – Global Health Services Champion & Customer Experience Architect – Drive Exceptional Care at brighthush

About brighthush

brighthush is a trailblazer in the global health services landscape, redefining how individuals and families experience wellness. Our mission is simple yet powerful: empower people to live healthier, happier lives by blending cutting‑edge technology, compassionate care, and a relentless culture of continuous improvement. From health insurance and wellness programs to telehealth solutions and personalized health coaching, we deliver peace of mind and tangible health benefits to millions worldwide. At brighthush, we believe that exceptional customer service is the cornerstone of our success, and we’re looking for a seasoned professional to lead our support team and elevate the customer experience to new heights.

Why Join brighthush?

As a Senior Customer Service & Support Leadership Specialist, you will be at the forefront of our customer engagement strategy, shaping how our clients interact with brighthush every day. You’ll have the opportunity to mentor a diverse team, influence process improvements, and directly impact the lives of our customers. In return, we offer a collaborative work environment, competitive compensation, comprehensive benefits, and a clear path for career advancement. Our culture celebrates innovation, inclusivity, and impact—values that resonate in every interaction you’ll have with our customers and colleagues.

Key Responsibilities

• Deliver Outstanding Customer Support: Respond to inquiries across multiple channels—phone, email, chat, and social media—ensuring timely, accurate, and empathetic resolutions.
• Product & Policy Expertise: Maintain deep knowledge of brighthush’s health plans, benefits, and policies to provide clear guidance and accurate information to customers.
• Leadership & Coaching: Serve as a role model and mentor for junior representatives, offering coaching, feedback, and best‑practice sharing to elevate team performance.
• Subject Matter Authority: Act as the go‑to expert on complex policy questions, ensuring consistency and compliance across all customer interactions.
• Issue Escalation & Collaboration: Identify escalated or sensitive cases, coordinate with cross‑functional teams (claims, billing, technical support), and drive resolution to the customer’s satisfaction.
• Process Improvement: Analyze customer feedback and support metrics to uncover bottlenecks, propose solutions, and implement changes that enhance the overall experience.
• Data Integrity & Documentation: Record detailed, accurate notes in the CRM, track follow‑ups, and maintain audit‑ready documentation for all interactions.
• Brand Advocacy: Embody brighthush’s values—integrity, innovation, and inclusivity—in every customer touchpoint, reinforcing our reputation as a trusted health partner.
• Industry Awareness: Stay current on healthcare regulations, industry trends, and emerging technologies to provide customers with up‑to‑date, relevant information.
• Team Culture Champion: Foster a positive, collaborative environment that encourages teamwork, knowledge sharing, and continuous learning.

Essential Qualifications

• 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 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

• Experience with data analytics tools 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

• Customer‑Centric Mindset: A 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

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Service & Support Leadership Specialist, you will have access to:

• 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, and beyond.

Work Environment & Culture

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

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.

How to Apply

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

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.