Senior Remote Customer Experience Specialist – Client Support & Engagement Lead, Performance‑Based Rewards, Career Growth, Flexible Work – Albany, NY

About brighthush and the Future of Customer Experience

brighthush is a trailblazer in the evolving customer experience landscape, seamlessly blending cutting‑edge technology with a human‑centric philosophy to create unforgettable interactions. Our mission is simple yet powerful: empower every customer to feel heard, understood, and valued, no matter where they are or how they choose to connect. With a nationwide footprint and a growing portfolio of digital tools, we are redefining what it means to deliver world‑class support in a fast‑paced, remote‑first environment.

In today’s complex customer journey, the role of a Customer Experience Specialist has evolved from answering a call to orchestrating solutions that drive loyalty, advocacy, and measurable business outcomes. At brighthush, we recognize that our people are the cornerstone of this transformation, and we invest heavily in their growth, well‑being, and career trajectory.

Why Join brighthush?

• Impactful Work: Every interaction you manage directly shapes customer satisfaction and brand perception.
• Performance‑Based Rewards: Earn competitive bonuses tied to key metrics such as first‑contact resolution, CSAT scores, and call volume.
• Remote Flexibility: Work from the comfort of your home while staying connected to a vibrant, collaborative team.
• Clear Advancement Pathways: Structured career ladders that move you from frontline support to supervisory and managerial roles.
• Diverse & Inclusive Culture: brighthush is an equal‑opportunity employer committed to fostering a workplace where every voice is heard.
• Comprehensive Benefits: Health, dental, vision, life, disability, retirement plans, paid time off, and more.

Key Responsibilities

As a Senior Remote Customer Experience Specialist, you will be the first point of contact for a wide range of customers, including the general public, prospective enrollees, and individuals assisting others. Your daily responsibilities will include:

• Responding to inbound calls, emails, and chat inquiries with professionalism, empathy, and a solution‑oriented mindset.
• Providing accurate, up‑to‑date information about programs, policies, and procedures while safeguarding confidentiality and privacy.
• Documenting every interaction in our CRM system to maintain a comprehensive, real‑time record of customer activity.
• Escalating complex issues to the appropriate specialist or supervisor in a timely manner, ensuring seamless hand‑offs.
• Coordinating the delivery of requested materials via mail, email, or secure download links, ensuring compliance with data‑security standards.
• Facilitating translation services for non‑English speaking callers, ensuring clear communication and adherence to accessibility guidelines.
• Participating in regular training sessions, team meetings, and knowledge‑sharing forums to stay current on program updates, system enhancements, and best practices.
• Contributing to continuous improvement initiatives by sharing insights, feedback, and data‑driven recommendations to enhance the customer experience.

Essential Qualifications

We’re looking for candidates who bring both experience and a passion for service excellence. The minimum requirements for this role include:

• High school diploma or GED.
• At least 6 months of relevant professional experience in a customer service or call‑center environment.
• Strong verbal and written communication skills in English.
• Basic computer literacy, including proficiency with Microsoft Office and CRM platforms.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Commitment to maintaining confidentiality and adhering to privacy regulations.

Preferred Qualifications

While not mandatory, the following attributes will set you apart:

• Experience working with bilingual or multilingual customers.
• Familiarity with call‑center metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Knowledge of healthcare or public‑sector programs (e.g., Medicaid, Medicare, or state assistance initiatives).
• Previous exposure to remote work environments and virtual collaboration tools.
• Certification in customer service or related fields.

Core Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Customer‑Centric Mindset: A genuine desire to help and a proactive approach to problem‑solving.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Quick learning of new software, data entry, and troubleshooting basic technical issues.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet performance targets.
• Adaptability: Comfortable with change, open to feedback, and willing to embrace new processes.
• Team Collaboration: Strong interpersonal skills to work seamlessly with remote teammates and cross‑functional partners.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Remote Customer Experience Specialist, you’ll have access to:

• Structured onboarding programs that cover product knowledge, compliance, and customer engagement strategies.
• Ongoing training modules—both live and on‑demand—focused on advanced communication techniques, conflict resolution, and industry trends.
• Mentorship from experienced supervisors and subject‑matter experts.
• Clear promotion pathways to Team Lead, Supervisor, or Manager roles within the Customer Experience division.
• Cross‑departmental projects that allow you to broaden your skill set and gain exposure to other business functions.
• Annual performance reviews that include personalized development plans and goal setting.

Work Environment & Culture at brighthush

Our remote work model is designed to foster collaboration, autonomy, and work‑life balance:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team huddles, town‑hall meetings, and social events to build camaraderie.
• Access to a digital collaboration suite (Slack, Teams, Zoom) that keeps everyone connected.
• A culture of transparency, where leadership shares company goals, challenges, and successes openly.
• Recognition programs that celebrate outstanding performance and innovative ideas.

Compensation, Perks, and Benefits

While the base salary for this role starts at $20.00 per hour, your total compensation package at brighthush includes:

• Competitive hourly wage aligned with industry standards and your experience level.
• Performance‑based bonuses tied to key metrics such as customer satisfaction, first‑contact resolution, and call volume.
• Short‑term and long‑term incentive plans designed to reward exceptional service and dedication.
• Health, dental, and vision insurance plans with employer contributions.
• Life and disability insurance coverage.
• 401(k) retirement plan with company match.
• Paid holidays, sick leave, and paid time off (PTO) to support personal and family needs.
• Professional development stipend for courses, certifications, or conferences.
• Wellness resources, including mental health support and wellness apps.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.

How to Apply

Ready to join a team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

Apply to brighthush

Conclusion

At brighthush, we’re not just filling a position—we’re building a community of dedicated professionals who make a real difference in people’s lives. If you’re passionate about customer service, thrive in a remote environment, and are eager to grow both personally and professionally, we invite you to apply today. Join us and help shape the future of client experience while enjoying a rewarding, flexible, and supportive career path.