Senior Customer Support & Regulatory Compliance Lead – Remote Japan – Champion Client Success, Drive Compliance Excellence, Shape the Future of Non‑Life Insurance with brighthush

About brighthush

brighthush is more than a brokerage; it is a bold, customer‑centric movement that is redefining how non‑life insurance is understood, delivered, and experienced across Japan. By marrying regulatory precision with cutting‑edge technology, we empower individuals and businesses to protect what matters most while navigating an ever‑evolving legal landscape. Our mission is simple yet ambitious: to make insurance accessible, transparent, and truly responsive to the needs of every client.

Founded on the belief that protection should be as simple as a conversation, brighthush has grown into a trusted partner for thousands of customers. We combine deep industry expertise with a relentless focus on innovation, ensuring that every policy, every interaction, and every compliance check is executed with excellence.

Why This Role Matters

As a Senior Customer Support & Regulatory Compliance Lead, you will be the linchpin that connects clients, carriers, and internal teams. Working remotely from anywhere in Japan, you will manage the full lifecycle of non‑life insurance policies, ensuring every interaction is compliant, efficient, and customer‑focused. Your expertise will help us scale operations, deepen client trust, and maintain the highest standards of regulatory adherence.

In this role, you will:

• Serve as the primary point of contact for policyholders, ensuring their needs are met with empathy and speed.
• Act as a guardian of compliance, safeguarding the company’s reputation and legal standing.
• Drive continuous improvement initiatives that streamline processes and enhance the customer journey.

Key Responsibilities

• Client Acquisition & Engagement: Lead online outreach campaigns, nurture leads through the sales funnel, and convert inquiries into signed policies while maintaining a consultative, solution‑based approach.
• Policy Administration: Oversee policy issuance, renewal, and amendment processes; verify accuracy of documentation; coordinate with carriers to ensure timely delivery.
• Regulatory Compliance: Keep abreast of changes in Japanese non‑life insurance laws, licensing requirements, and industry best practices; conduct regular compliance audits and implement corrective actions.
• Documentation & Reporting: Draft, review, and file applications, contracts, and regulatory reports; maintain meticulous records in our CRM and document management systems.
• Training & Development: Design and deliver onboarding and ongoing training modules for new hires and existing staff, covering product knowledge, sales techniques, and compliance protocols.
• Customer Service Excellence: Resolve client inquiries, complaints, and escalations with empathy and speed; transform challenges into opportunities for loyalty building.
• Cross‑Functional Collaboration: Partner with underwriting, claims, marketing, and product teams to streamline workflows, share insights, and enhance the overall customer journey.
• Data Management: Input and update client information in the CRM; ensure data integrity, confidentiality, and compliance with data protection regulations.
• Process Improvement: Identify bottlenecks, propose automation solutions, and champion continuous improvement initiatives across the support function.

Essential Qualifications

• Native Japanese Proficiency: Fluency in written and spoken Japanese is mandatory; strong command of business Japanese is essential.
• Education: Minimum of a high school diploma; a bachelor’s degree in business, finance, law, or a related field is highly desirable.
• Industry Experience: Proven track record in a business environment, preferably within the insurance sector, with at least 2–3 years of relevant experience.
• Regulatory Knowledge: Deep understanding of Japanese non‑life insurance laws, licensing procedures, and compliance requirements.
• Communication Skills: Exceptional verbal and written communication; adept at negotiation, persuasion, and conflict resolution.
• Analytical Thinking: Ability to dissect complex situations, identify root causes, and devise effective solutions under tight deadlines.
• Tech Savvy: Proficient with CRM platforms, Office Suite, and other digital tools; comfortable learning new software quickly.
• Customer‑First Mindset: Passion for helping clients find the right coverage solutions and a commitment to delivering outstanding service.

Preferred Qualifications

• Experience in non‑life insurance sales or customer service roles.
• Hands‑on experience with insurance licensing applications and regulatory filings.
• Leadership experience in training or mentorship programs.
• Knowledge of international insurance markets and cross‑border compliance.
• Proficiency in English (both written and spoken) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Genuine passion for helping clients find the right coverage solutions.
• Attention to Detail: Meticulousness in handling documentation and compliance checks.
• Adaptability: Ability to thrive in a fast‑moving, dynamic environment.
• Team Player: Collaborative spirit with a willingness to share knowledge and support colleagues.
• Results‑Oriented: Strong drive to meet and exceed sales and service targets.
• Ethical Judgment: Commitment to integrity and transparency in all client interactions.
• Problem‑Solving Aptitude: Creative and analytical thinking to resolve complex issues.
• Time Management: Efficiently prioritize tasks and manage multiple projects simultaneously.

Career Growth & Learning Opportunities

At brighthush, we view career progression as a collaborative journey. As a Senior Customer Support & Regulatory Compliance Lead, you will:

• Advance through a structured career ladder that includes roles such as Lead Support Specialist, Team Lead, and Managerial positions.
• Participate in continuous learning programs, including industry certifications, compliance workshops, and leadership training.
• Gain exposure to multiple facets of the insurance value chain—underwriting, claims, product development—broadening your skill set.
• Collaborate with international teams, enhancing your cross‑cultural communication and global business acumen.
• Contribute to strategic initiatives that shape the future of non‑life insurance in Japan.

Work Environment & Company Culture

• Flat Hierarchy: Open communication channels and quick decision‑making empower every employee to contribute ideas.
• Hands‑On Approach: You’ll be involved in real projects from day one, with a clear impact on our growth trajectory.
• Collaborative Spirit: Regular team huddles, knowledge‑sharing sessions, and informal social events foster camaraderie.
• Innovation Focus: We encourage experimentation and reward creative solutions that improve customer experience.
• Work‑Life Balance: Flexible working hours and a casual dress code support a healthy, productive lifestyle.
• Remote‑First Mindset: Work from anywhere in Japan with full access to digital tools and a supportive virtual community.

Compensation, Perks & Benefits

• Base salary commensurate with market standards.
• Performance‑based bonuses tied to sales and customer satisfaction metrics.
• Health and wellness benefits, including medical insurance and mental health support.
• Generous paid time off and public holiday allowances.
• Professional development stipend for courses, certifications, and conferences.
• Access to a comprehensive digital workspace with state‑of‑the‑art tools.
• Employee referral program with attractive rewards.
• Annual company retreat and team‑building events.
• Flexible work‑from‑home policy and ergonomic home‑office support.

Why Join brighthush?

• Be at the forefront of shaping Japan’s non‑life insurance landscape.
• Work remotely from anywhere in Japan, enjoying the flexibility to balance personal and professional commitments.
• Collaborate with a diverse, talented team that values innovation, integrity, and impact.
• Receive ongoing support to grow your expertise and advance your career.
• Contribute to meaningful projects that directly improve client outcomes.
• Be part of a culture that celebrates wins, learns from challenges, and continuously pushes the envelope.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional with a passion for insurance and compliance, we invite you to apply. Join brighthush and help us deliver exceptional protection solutions to clients across Japan while advancing your own career in a dynamic, supportive environment.

Apply Now – Visit our careers portal to submit your application and take the first step toward a rewarding future with brighthush.