Senior Remote Customer Experience Consultant – Insurance & Digital Finance Solutions Expert Driving Client Success, Innovation, and Growth at brighthush

About brighthush

brighthush is not just a fintech and insurance technology company; it is a movement that is reshaping how people and businesses protect, grow, and manage their financial lives. With a clear mission to democratize financial wellness, brighthush blends cutting‑edge digital platforms with a human‑centric approach, delivering secure, scalable, and personalized solutions that span risk management, savings, and investment. Our products empower users to make informed decisions, while our services ensure they feel supported every step of the way.

Founded on the belief that technology should serve people, not the other way around, brighthush has grown into a global, remote‑first organization that values flexibility, collaboration, and continuous learning. We operate in more than 30 countries, serving millions of customers who rely on our platforms for peace of mind and financial growth. Our culture is built on transparency, innovation, and a relentless focus on customer delight.

Role Overview

As a Senior Remote Customer Experience Consultant, you will be the frontline champion of brighthush’s insurance and digital finance portfolio. You will guide clients through complex policy details, troubleshoot technical issues, and advocate for their needs across the entire customer journey. Your expertise will help shape the future of our services, ensuring that every interaction reflects brighthush’s dedication to trust, transparency, and transformative customer experience.

In this role, you will not only resolve inquiries but also become a strategic partner to our product and engineering teams, feeding real‑world insights that drive product evolution. You will be the voice that turns challenges into opportunities, turning every call, chat, or email into a moment of trust and value.

Why This Role Matters

In a rapidly evolving financial ecosystem, customers demand instant support, clear communication, and proactive guidance. Your role bridges the gap between advanced technology and human empathy, turning every interaction into an opportunity to build lasting relationships and drive adoption of our innovative solutions. By mastering the art of customer advocacy, you will help brighthush maintain its reputation as a leader in customer experience within the fintech and insurance space.

Key Responsibilities

• Customer Support Excellence: Deliver high‑quality, timely assistance to clients via phone, chat, and email, resolving inquiries related to policy coverage, claims, billing, and platform usage. Maintain a first‑contact resolution rate above 80%.
• Product Knowledge & Advocacy: Maintain deep understanding of our insurance products, digital savings tools, and investment platforms to offer accurate, actionable advice. Act as a product evangelist within the customer base.
• Issue Escalation & Resolution: Identify complex issues, collaborate with cross‑functional teams (Product, Engineering, Compliance), and drive resolution to ensure customer satisfaction. Own the customer journey from discovery to resolution.
• Process Improvement: Analyze support metrics, identify trends, and recommend enhancements to workflows, knowledge bases, and self‑service resources. Lead initiatives that reduce average handling time by 15% over 12 months.
• Data Integrity & Compliance: Ensure all customer interactions are documented accurately, adhering to regulatory standards and internal data protection policies. Conduct regular audits to maintain compliance.
• Continuous Learning: Participate in ongoing training sessions, product updates, and industry seminars to stay ahead of market trends and regulatory changes. Share knowledge with peers through internal workshops.
• Team Collaboration: Share insights with peers, contribute to community forums, and mentor junior consultants on best practices. Foster a culture of knowledge sharing and collective growth.
• Feedback Loop: Capture customer feedback and translate it into actionable insights for product development and service enhancements. Champion the customer voice in all decision‑making processes.

Essential Qualifications

• Minimum 3–5 years of experience in customer support or client service within the insurance or fintech sector.
• Proven track record of handling high‑volume, complex inquiries with a focus on resolution and customer satisfaction.
• Strong understanding of insurance terminology, policy structures, and digital financial products.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk), knowledge bases, and collaboration tools (Slack, Teams).
• Demonstrated ability to work independently in a remote environment, managing time effectively and maintaining productivity.
• High emotional intelligence and empathy, with the ability to de‑escalate tense situations.
• Strong analytical mindset, capable of interpreting data to drive process improvements.

Preferred Qualifications

• Experience with AI‑powered support tools or chatbots.
• Background in data analytics or experience with SQL/Excel for reporting.
• Knowledge of regulatory frameworks such as GDPR, PCI‑DSS, or local insurance compliance.
• Previous exposure to remote‑first teams and distributed collaboration.
• Certifications in customer experience (CX) or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Aptitude: Comfortable navigating multiple digital platforms and troubleshooting software glitches.
• Communication: Clear, concise, and persuasive communication across diverse audiences.
• Adaptability: Thrives in a fast‑paced environment with evolving products and processes.
• Collaboration: Works seamlessly with cross‑functional teams to achieve shared goals.
• Time Management: Prioritizes tasks efficiently while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a seasoned consultant, you will have access to:

• Structured mentorship programs pairing you with senior leaders across product, engineering, and customer success.
• Annual learning budgets for courses, certifications, and conferences that align with your career goals.
• Clear career pathways into Product Management, Operations, or Customer Success Leadership.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Regular performance reviews with actionable feedback and development plans that accelerate your growth.

Work Environment & Culture

brighthush’s remote‑first philosophy means you can work from anywhere while staying connected to a vibrant, inclusive community. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings keep everyone aligned.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Well‑being: Flexible hours, mental health resources, and virtual social events support a healthy work‑life balance.
• Diversity & Inclusion: Commitment to a workplace where every voice is heard and valued.
• Recognition: Celebrating achievements through peer shout‑outs, spot bonuses, and annual awards.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package aligned with industry standards. In addition, you will enjoy:

• Health, dental, and vision insurance plans with comprehensive coverage.
• Retirement savings plan with company match to secure your future.
• Generous paid time off and a flexible vacation policy that encourages rest and rejuvenation.
• Technology stipend for home office setup, ensuring you have the tools to succeed.
• Employee stock purchase plan to share in our growth and success.
• Well‑being stipend for gym memberships, meditation apps, or wellness programs.
• Access to a global network of peers, mentors, and industry experts.

How to Apply

Ready to elevate customer experience and drive innovation at brighthush? Click the link below to submit your application and join a team that values expertise, curiosity, and impact.

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Join brighthush Today

We’re looking for a dedicated, customer‑first professional who thrives in a dynamic, remote environment. If you’re passionate about helping clients navigate the complexities of insurance and digital finance, and you want to be part of a forward‑thinking team that values growth and innovation, we want to hear from you. Apply now and help shape the future of financial wellness at brighthush.