Senior Licensed Customer Experience Team Lead – Driving Service Excellence, Coaching High‑Performing Agents, Innovating Insurance Support & Digital Transformation at brighthush

About brighthush – Where Customer Experience Meets Innovation

In the rapidly evolving world of insurance, the customer journey has transcended the traditional policy purchase. Today’s policyholders demand instant, personalized, and empathetic support that feels like a partnership rather than a one‑off transaction. At brighthush, we are redefining that partnership by blending cutting‑edge technology, rigorous compliance, and a people‑first mindset. Our mission is simple yet powerful: every interaction is an opportunity to build trust, loyalty, and lasting relationships. As a leader in the industry, we empower our teams to deliver service that not only meets industry standards but consistently exceeds them, redefining what it means to be a customer‑centric insurer.

Why brighthush is the Ideal Destination for Customer Experience Leaders

Exceptional customer service is rooted in exceptional people. That’s why we invest heavily in our talent through:

• Continuous learning pathways, from on‑the‑job coaching to industry‑certified courses.
• Mentorship programs that pair emerging leaders with seasoned executives.
• A culture that celebrates experimentation, data‑driven decision making, and cross‑functional collaboration.
• Transparent career ladders that allow you to move from frontline roles to strategic leadership.
• Recognition programs that celebrate both individual and team achievements.
• Regular hackathons and innovation challenges that let you prototype new customer experience ideas.

As a Senior Licensed Customer Experience Team Lead, you will shape the future of our customer service operations, influence best practices across the organization, and inspire a high‑performing team of licensed professionals. Your impact will be felt in every policyholder interaction, every process improvement, and every strategic initiative.

Role Overview

In this pivotal role, you will serve as the bridge between frontline agents and senior leadership. Your primary focus will be to coach, develop, and motivate a team of licensed customer service representatives, ensuring they consistently deliver the highest level of service. You will also act as the first point of escalation for complex customer issues, collaborate with cross‑functional teams, and spearhead continuous improvement initiatives that elevate customer satisfaction and operational efficiency.

Key Responsibilities

• Team Leadership & Development – Lead, coach, and support a team of licensed customer service representatives, fostering a culture of accountability, growth, and customer‑centricity.
• Conduct regular one‑on‑one meetings and team huddles to provide performance feedback, recognition, and development opportunities.
• Serve as the first point of escalation for complex customer concerns, ensuring timely resolution and customer satisfaction.
• Promote a positive, engaged, and customer‑focused team culture that aligns with brighthush’s values and mission.
• Collaborate with Quality Assurance to review calls, provide coaching, and maintain high service standards.
• Partner with Workforce Management to forecast staffing needs, monitor schedule adherence, and optimize workforce utilization.
• Work closely with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery.
• Identify opportunities to streamline processes, reduce friction, and enhance the overall customer experience.
• Ensure compliance with insurance regulations, company policies, and licensing requirements, including monitoring continuing education and licensing status.
• Analyze key service metrics (customer satisfaction, call quality, average handle time, first‑call resolution, etc.) and recommend data‑driven improvements.
• Support onboarding and ongoing training initiatives, ensuring new hires quickly become productive, confident agents.
• Develop career development plans for team members, facilitating growth and internal mobility.
• Champion the adoption of new technologies and tools that enhance agent productivity and customer satisfaction.
• Represent the customer experience function in executive meetings, providing insights and recommendations.
• Lead cross‑functional projects that drive innovation, such as the implementation of AI‑powered chatbots or automated claim triage systems.
• Maintain a pulse on industry trends, regulatory changes, and emerging best practices to keep brighthush ahead of the curve.

Essential Qualifications

• Active Property & Casualty insurance license or applicable state insurance license.
• Minimum of 3 years of customer service experience within the insurance, financial services, or related industry.
• At least 1 year of leadership, supervisory, or team‑lead experience in a call‑center environment.
• Strong knowledge of insurance products, policies, and regulatory requirements.
• Excellent communication, coaching, and conflict‑resolution skills.
• Proven ability to analyze performance metrics and drive results.
• Demonstrated commitment to continuous improvement and operational excellence.
• Proficiency in using CRM systems, workforce management tools, and Microsoft Office suite.
• Ability to thrive in a fast‑paced, evolving environment with shifting priorities.

Preferred Qualifications

• Bachelor’s degree in business, insurance, or a related field.
• Experience using CRM, telephony, workforce management, or customer service technologies.
• Demonstrated success improving team performance, engagement, and customer satisfaction.
• Experience with quality assurance processes and coaching frameworks.
• Knowledge of compliance and licensing oversight in the insurance industry.
• Experience leading cross‑functional projects or initiatives.
• Familiarity with data analytics platforms such as Tableau, Power BI, or similar.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop high‑performing teams.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless focus on service excellence.
• Analytical Thinking – Strong data‑driven decision making and problem‑solving skills.
• Communication – Clear, concise, and persuasive communication across all levels.
• Collaboration – Proven ability to work cross‑functionally with Claims, Sales, Underwriting, and Compliance.
• Adaptability – Comfortable in a fast‑paced, evolving environment with shifting priorities.
• Compliance Awareness – Understanding of insurance regulations and licensing requirements.
• Technology Proficiency – Comfortable with CRM systems, telephony platforms, workforce management tools, and Microsoft Office suite.
• Strategic Thinking – Ability to translate operational data into actionable business strategies.
• Innovation Mindset – Willingness to experiment, iterate, and champion new ideas that improve the customer journey.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Team Lead, you will gain exposure to strategic initiatives, cross‑departmental projects, and leadership training programs. We offer:

• Structured mentorship programs that pair you with senior leaders.
• Access to industry conferences, webinars, and certification courses.
• Internal mobility pathways to senior management, operations, or specialized product teams.
• Regular performance reviews that align your career goals with organizational objectives.
• Opportunities to lead cross‑functional projects that influence company‑wide processes.
• Leadership development workshops focused on coaching, conflict resolution, and change management.
• Annual innovation grants to pilot new customer experience initiatives.
• Participation in a global talent community that shares best practices and fosters collaboration across regions.
• Access to a digital learning platform with courses in data analytics, AI, and emerging insurance technologies.
• Opportunities to present at internal knowledge‑sharing sessions and external industry panels.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our teams work in a hybrid model that balances remote flexibility with in‑office collaboration. We celebrate diversity, encourage open dialogue, and reward innovation. As a Team Lead, you will be part of a supportive environment that values work‑life balance, mental well‑being, and professional growth.

• Hybrid work model with flexible remote options.
• Weekly virtual town halls and monthly in‑office gatherings.
• Inclusive hiring practices and a zero‑tolerance policy for discrimination.
• Employee resource groups that foster community and belonging.
• Wellness programs, including mental health resources and mindfulness sessions.
• Annual team retreats and community service days.
• Employee recognition programs that celebrate milestones and achievements.
• Open‑door policy that encourages feedback and continuous dialogue with leadership.
• Annual hackathon events that bring together cross‑functional teams to solve real‑world challenges.
• Flexible scheduling to accommodate personal commitments and peak business periods.

Compensation, Perks & Benefits

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

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Health Savings Account (HSA) options.
• 401(k) plan with company match.
• Generous paid time off (PTO) and company‑observed holidays.
• Flexible work arrangements (remote, hybrid, or onsite).
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Team‑building events, retreats, and community service opportunities.
• Employee referral bonuses and recognition awards.
• Access to cutting‑edge technology and tools to support your work.
• Annual performance‑based incentive program.
• Employee stock purchase plan (ESPP) to share in company growth.
• Comprehensive onboarding program with mentorship and peer support.

How to Apply

If you are passionate about coaching talent, delivering exceptional customer experiences, and driving operational excellence, we encourage you to apply today. Click the link below to submit your application and join the brighthush family.

Apply to brighthush

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, sexual orientation, or any other protected status.