Senior Remote Customer Experience Specialist – AI‑Powered Insurance & Asset Management Support Leader – Driving Seamless Customer Journeys, Data‑Driven Insights, and Innovative Service Excellence at brighthush

About brighthush – Where Innovation Meets Customer Care

brighthush is more than an insurtech startup; it’s a movement that redefines how people protect, maintain, and grow the assets that matter most. Since our launch in 2019, we have empowered over five million customers across cars, homes, motorcycles, RVs, and beyond. By blending cutting‑edge artificial intelligence with a relentless focus on the customer, we transform the entire ownership journey—from discovery and purchase to maintenance and resale—into a seamless, conversational experience.

Our mission is simple: make insurance and asset management feel less like a transaction and more like a partnership. We do this by listening to our customers, anticipating their needs, and delivering personalized support at scale—all while operating from a remote‑first culture that values ownership, curiosity, and continuous learning.

Why This Role Is a Game‑Changer for Your Career

As a Senior Remote Customer Experience Specialist, you will be the frontline of trust, leveraging AI to anticipate needs, close gaps, and deliver world‑class service. Your role will directly shape the next generation of customer experience, driving satisfaction, loyalty, and growth for brighthush. The remote‑first environment gives you the freedom to work from anywhere while staying connected to a high‑energy, collaborative team that values ownership, curiosity, and continuous learning.

Joining brighthush means becoming part of a company that is redefining the insurance landscape, investing heavily in technology, and placing the customer at the center of everything we do. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on millions of lives, this is the place for you.

Role Overview – Your Impact in Action

In this senior role, you will be the voice of brighthush, ensuring every interaction feels seamless and human. Your day will include:

• Customer Advocacy & Insight: Beyond answering questions, you’ll proactively identify coverage gaps, recommend discounts, and anticipate renewal needs to enhance customer satisfaction.
• Inbound Support Excellence: Handle calls, chats, and emails from policyholders needing changes, clarifications, or assistance with policy documents.
• Product & Partner Mastery: Gain deep knowledge of our insurance partners, policy structures, and the evolving brighthush app to guide customers confidently.
• Efficient Problem Solving: Resolve inquiries swiftly, escalating only when necessary, and ensuring a smooth journey from start to finish.
• Service Processing & Documentation: Manage requests related to vehicles, drivers, lienholders, and policy documentation with meticulous attention to detail.
• Feedback Loop Champion: Capture customer insights and relay them to product teams, seeing your suggestions implemented in real time.
• AI‑Powered Interaction: Utilize AI tools to analyze customer sentiment, predict needs, and recommend proactive solutions.
• Team Collaboration: Work closely with product, engineering, and sales to refine processes, improve tools, and elevate the customer experience.
• Continuous Improvement: Participate in regular retrospectives, share best practices, and help iterate on support workflows.

Key Responsibilities – What You’ll Do Every Day

• Serve as the primary point of contact for policyholders across multiple channels, ensuring a consistent, high‑quality experience.
• Leverage AI‑driven insights to proactively reach out to customers before issues arise, reducing churn and increasing renewal rates.
• Collaborate with cross‑functional teams to translate customer feedback into product enhancements and process improvements.
• Maintain up‑to‑date knowledge of policy terms, coverage options, and regulatory requirements to provide accurate guidance.
• Document all interactions in the CRM with precision, ensuring data integrity for future analytics and reporting.
• Participate in training sessions and knowledge‑sharing workshops to stay ahead of industry trends and new technologies.
• Mentor junior team members, fostering a culture of learning and excellence.
• Track and report on key performance metrics such as CSAT, NPS, first‑contact resolution, and average handling time.
• Support the rollout of new features and updates by testing, providing feedback, and educating customers.

Essential Qualifications – What We’re Looking For

• Minimum 2 years of experience in customer service, sales, or hospitality (preferred).
• Exceptional verbal and written communication skills.
• Strong analytical and problem‑solving abilities.
• Friendly, positive attitude with a genuine desire to help others.
• Team‑oriented mindset and willingness to collaborate across departments.
• Comfortable with technology and quick to learn new tools.
• Availability for flexible hours, including evenings and weekends as needed.
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Experience with data analysis tools (Excel, Tableau, Power BI) is a plus.

Preferred Qualifications – Bonus Points

• Experience in insurance or financial services.
• Knowledge of policy structures, coverage options, and claims processes.
• Exposure to AI or data‑driven customer platforms.
• Multilingual capabilities to serve a diverse customer base.
• Prior remote work experience with strong self‑management skills.
• Understanding of regulatory compliance in the insurance sector.

Skills & Competencies – The brighthush Edge

• Customer‑Centric Mindset: Passion for delivering exceptional service and creating memorable moments.
• Analytical Thinking: Ability to interpret data and identify trends that drive decision‑making.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Attention to Detail: Ensures accuracy in policy changes, documentation, and data entry.
• Collaboration: Works effectively with product, engineering, and sales teams to solve problems.
• Time Management: Balances multiple priorities while meeting deadlines and maintaining quality.
• Tech Savvy: Comfortable learning new software, tools, and platforms quickly.
• Empathy & Emotional Intelligence: Understands customer emotions and responds with care.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, your professional development is a priority. You’ll have access to:

• Mentorship from senior leaders with experience at top fintech and insurtech firms.
• Structured learning paths in insurance, AI, product management, and data science.
• Opportunities to transition into product, engineering, or business development roles.
• Regular hackathons, workshops, and knowledge‑sharing sessions that keep you at the cutting edge.
• Support for obtaining your P&C license—no prior license required.
• Annual learning stipend for courses, certifications, and conferences.
• Clear career ladders with defined milestones and performance metrics.

Work Environment & Culture – Where You Belong

Our culture is built on ownership, kindness, and relentless learning. We celebrate successes together, embrace challenges, and always put the customer first. Whether you’re a seasoned professional or a recent graduate, you’ll find:

• Transparent communication—no hidden agendas.
• Inclusive decision‑making—every team member’s voice is heard.
• Continuous feedback—regular check‑ins and performance reviews.
• Community engagement—volunteer events, wellness challenges, and social gatherings.
• Flexibility—remote work, flexible hours, and a results‑oriented approach.
• Innovation—frequent brainstorming sessions and a culture that rewards creative problem‑solving.
• Work‑life balance—structured time off, mental health resources, and a supportive environment.

Compensation & Benefits – Rewarding Your Talent

• Competitive Salary: $19.00–$21.00 per hour, commensurate with experience.
• Equity: Stock options that grow with the company.
• Health Coverage: Medical, dental, and vision plans for you and your family.
• Retirement: 401(k) plan with employer matching.
• Paid Time Off: Vacation, sick leave, and parental leave.
• Wellness: Gym memberships, mental health resources, and wellness stipends.
• Professional Development: Tuition reimbursement and conference sponsorships.
• Remote Work Package: Laptop, monitor, headset, and ergonomic accessories.
• Technology Stipend: Annual allowance for home office upgrades.
• Employee Recognition: Quarterly awards, spot bonuses, and peer recognition programs.

Eligibility & Application Process – Where to Apply

brighthush is currently hiring full‑time salaried employees in the following states: AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NV, NY, OR, TN, TX, UT, VA, and Ontario, Canada. Full‑time hourly employees are eligible in AZ, FL, GA, NV, NY, NC, TN, TX, UT, and VA. Unfortunately, we cannot accept applications from candidates residing outside these regions at this time.

We are an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. We provide reasonable accommodations for individuals with disabilities throughout the application process. If you need assistance, please contact us at [email protected].

How to Apply – Take the First Step

Ready to join a team that’s changing the insurance landscape? Click the link below to submit your application and start your journey with brighthush.

Apply to This Job

We Can’t Wait to Meet You

At brighthush, we’re building more than a product—we’re building a community of innovators who care deeply about the people we serve. If you’re passionate about delivering world‑class customer experiences, eager to learn, and ready to grow alongside a forward‑thinking team, we want to hear from you. Apply today and help us create the future of asset management.