Senior Homeowners Insurance & Claims Support Specialist – Remote Customer Service Leader – Champion Policyholder Experience, Drive Innovation, and Lead Excellence at brighthush

Welcome to brighthush – Where Innovation Meets Customer Delight

In a rapidly evolving insurance landscape, brighthush is redefining what it means to serve homeowners. We blend cutting‑edge cloud technology with AI‑driven insights to empower agents, underwriters, and claims teams to focus on what truly matters: building lasting relationships with policyholders. Our mission is simple yet powerful: create friction‑free experiences that elevate every touchpoint in the insurance value chain.

Why brighthush is the Ideal Place to Accelerate Your Career

At brighthush, we believe that the best products are born from the best people. Our culture is built on collaboration, continuous learning, and an unwavering focus on customer delight. Whether you are a seasoned veteran or just starting your journey, you will find a supportive environment that rewards curiosity, initiative, and a passion for service excellence.

• Remote‑First Flexibility: Work from anywhere in the United States while staying connected to a vibrant, global team that shares your drive for innovation.
• Mentorship & Skill‑Building: Access to workshops, webinars, and a clear career progression framework that turns ambition into achievement.
• Impactful Work: Your contributions directly shape the future of insurance technology and the experience of millions of policyholders.
• Inclusive Growth: We champion diversity and inclusion, ensuring every voice is heard and every talent is nurtured.

Position Overview

As a Senior Homeowners Insurance & Claims Support Specialist – Remote Customer Service Leader, you will be the frontline advocate for our policyholders. You will handle inquiries, process endorsements, resolve complaints, and ensure every interaction reflects the high standards of brighthush. This role blends empathy, analytical thinking, and technical proficiency, making it an ideal fit for individuals who thrive in dynamic, customer‑centric environments.

Key Responsibilities

• Respond to policyholder inquiries via phone, email, and chat with professionalism, accuracy, and a customer‑first mindset.
• Process endorsements, policy changes, and cancellations in accordance with company procedures and regulatory requirements.
• Investigate and resolve customer complaints, escalating complex issues to the appropriate internal teams while maintaining a calm, solution‑oriented approach.
• Maintain meticulous records of all customer interactions in the CRM system, ensuring data integrity and compliance with privacy regulations.
• Collaborate with underwriting, claims, and billing departments to ensure seamless service delivery and accurate policy administration.
• Identify opportunities to cross‑sell additional coverage and recommend policy enhancements that align with customer needs.
• Adhere to all compliance policies, data privacy regulations, and industry best practices, staying up‑to‑date with changes in state insurance law.
• Participate in ongoing training sessions to stay current on product knowledge, process updates, and emerging technologies.
• Contribute to continuous improvement initiatives by providing feedback on workflow efficiencies and system enhancements.
• Act as a brand ambassador for brighthush, embodying our values of integrity, innovation, and customer focus in every interaction.

Key Success Metrics

• Customer Satisfaction Score (CSAT) above 90% on all resolved tickets.
• First‑Contact Resolution (FCR) rate of 85% or higher.
• Average Handle Time (AHT) within the defined SLA for each channel.
• Compliance audit score of 100% on quarterly reviews.
• Cross‑sell conversion rate exceeding 15% of eligible policyholders.

Essential Qualifications

• Minimum of 2 years of experience in a personal lines agency, with a focus on homeowners insurance.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts in simple terms.
• Proven multitasking ability: manage multiple customer interactions simultaneously while maintaining high accuracy.
• Excellent problem‑solving skills: quickly diagnose issues and propose effective solutions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and familiarity with CRM platforms.
• High attention to detail and a commitment to data integrity.
• Self‑motivated, with a strong work ethic and a passion for delivering outstanding customer experiences.
• Experience with remote collaboration tools and a disciplined approach to time management.

Preferred Qualifications

• Experience with insurance policy administration software (e.g., brighthush or similar platforms).
• Knowledge of state insurance regulations and compliance requirements.
• Previous exposure to claims processing or support roles.
• Bilingual abilities (Spanish, French, or other languages) are a plus.
• Certification in Customer Service Excellence or related fields.
• Experience with data analytics tools or reporting dashboards.

Skills & Competencies

• Customer‑First Mindset: Always prioritize the customer’s needs and satisfaction.
• Analytical Thinking: Break down complex problems and develop actionable solutions.
• Technical Proficiency: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Time Management: Efficiently allocate time across tasks to meet deadlines and maintain service level agreements.
• Team Collaboration: Work effectively with cross‑functional teams in a remote setting, fostering open communication and shared success.
• Adaptability: Thrive in a fast‑changing environment and embrace new processes, tools, and industry trends.
• Attention to Detail: Ensure accuracy in data entry, documentation, and compliance adherence.
• Continuous Learning: Demonstrate a growth mindset and a willingness to acquire new skills and knowledge.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to a comprehensive learning platform that includes:

• Onboarding workshops covering product knowledge, industry trends, and customer service best practices.
• Regular skill‑building webinars on advanced CRM usage, data analytics, and regulatory updates.
• Mentorship programs pairing you with seasoned leaders in the insurance technology space.
• Clear career pathways: from Customer Service Representative to Senior Support Specialist, Claims Analyst, or Product Implementation Lead.
• Annual performance reviews with actionable feedback and goal setting.
• Opportunities to lead cross‑functional projects, contributing to product enhancements and process improvements.
• Access to industry conferences, certifications, and continuing education resources.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote workforce enjoys:

• Flexible work hours to support work‑life balance and accommodate diverse time zones.
• Regular virtual team‑building events, including game nights, wellness challenges, and cultural celebrations.
• Access to a digital collaboration hub that keeps everyone connected and informed.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Open communication channels: from daily stand‑ups to quarterly town halls with leadership.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.
• A culture that encourages experimentation, learning from failure, and continuous improvement.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your level of experience.
• Performance‑based bonuses and incentives tied to individual and team metrics.
• 401(k) plan with company matching to support your long‑term financial goals.
• Generous paid time off (PTO) and sick leave, with a flexible vacation policy.
• Comprehensive health, dental, and vision insurance plans for you and your family.
• Tuition reimbursement for approved courses and certifications that enhance your skill set.
• Parental leave policies that support new parents and caregivers.
• Wellness stipend and access to mental health resources, including counseling and mindfulness programs.
• Employee referral bonuses and recognition programs that reward your contributions to our talent pipeline.
• Access to a robust employee assistance program (EAP) and financial planning services.

Our Commitment to Diversity, Equity, and Inclusion

At brighthush, we recognize that a diverse workforce fuels innovation. We actively foster an environment where every individual feels respected, heard, and empowered to bring their authentic self to work. Our hiring practices, mentorship programs, and employee resource groups are designed to promote equity and inclusion at every level.

Technology Stack & Tools

As a member of the brighthush team, you will work with a modern, cloud‑native technology stack that includes:

• CRM platform (brighthush or similar) for customer interaction tracking.
• AI‑driven analytics dashboards for real‑time insights.
• Collaboration tools such as brighthush Teams, brighthush, and brighthush.
• Data security and compliance solutions aligned with state and federal regulations.

How to Apply

Ready to elevate your career in a forward‑thinking, customer‑centric environment? Submit your application through our career portal and join the brighthush team where innovation meets service excellence. We look forward to learning how your expertise and passion can help us shape the future of insurance technology.

Join brighthush Today!

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced, tech‑driven setting, and want to grow with a company that values your contributions, we want to hear from you. Apply now and become a key player in shaping the future of insurance technology.