Senior Remote Customer Experience Specialist – Personal & Commercial Insurance – Driving Service Excellence, Innovation, and Customer Delight at brighthush

About brighthush and the Future of Insurance Technology

In an era where policyholders expect instant, accurate, and highly personalized support, brighthush is redefining the insurance experience. As a cloud‑native, technology‑first company, we empower insurers, MGAs, and independent agents to streamline operations, mitigate risk, and accelerate growth—all while delivering an experience that feels seamless and human. Our mission is simple yet ambitious: turn complex insurance challenges into elegant, scalable solutions that let our partners focus on what truly matters—delivering exceptional service to their customers.

By marrying cutting‑edge technology with a deep understanding of the insurance industry, brighthush creates products that are not only powerful but also intuitive. When you join the brighthush family, you become part of a vibrant community that values innovation, collaboration, and continuous learning. We invest in our people through targeted training, mentorship, and clear career pathways, ensuring every team member can grow, thrive, and achieve their professional aspirations.

Position Overview

We are seeking a Senior Remote Customer Experience Specialist to serve as the frontline ambassador for our personal and commercial insurance partners. In this role, you will manage inbound phone, chat, and task‑processing interactions, ensuring every policyholder and agent receives timely, accurate, and empathetic support. Your ability to juggle multiple tasks, maintain precision, and resolve inquiries efficiently will directly influence client satisfaction scores and operational excellence.

Your Impact as a Customer Experience Specialist

• First‑Line Champion: Serve as the first point of contact for policyholders and agents via phone, live chat, and ticketing systems, delivering professional, courteous, and solution‑focused service.
• Policy Transaction Expert: Execute a wide range of policy updates—including endorsements, cancellations, renewals, and billing adjustments—using brighthush’s proprietary platform while ensuring compliance with regulatory and internal standards.
• Issue Resolution Leader: Investigate and resolve client inquiries, complaints, and requests swiftly, employing de‑escalation techniques to turn challenging situations into positive outcomes.
• Task Management Pro: Prioritize and complete assigned tasks within service level agreements (SLAs), maintaining meticulous records and documentation.
• Continuous Improvement Partner: Work closely with cross‑functional teams—underwriting, claims, product, and engineering—to share best practices, refine workflows, and contribute to ongoing process enhancements.
• Training & Development Advocate: Participate in regular training sessions, coaching, and team meetings to stay current on policy updates, system changes, and customer service best practices.
• Data Integrity Guardian: Ensure all customer data is entered accurately and securely, adhering to data privacy and security protocols.
• Performance Metrics Analyst: Track and report on key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Quality Assurance Contributor: Participate in call monitoring and quality reviews, providing constructive feedback to peers and contributing to overall service excellence.
• Cross‑Functional Supporter: Collaborate with underwriting, claims, and product teams to resolve complex issues and gather feedback that drives product improvements.

Key Responsibilities

• Handle high‑volume inbound and outbound interactions across multiple channels, maintaining a consistent brand voice.
• Process policy transactions accurately and efficiently, ensuring all changes are reflected in real time.
• Escalate complex issues to the appropriate teams while keeping the customer informed throughout the resolution process.
• Maintain up‑to‑date knowledge of product offerings, regulatory changes, and industry best practices.
• Document all interactions in the CRM system with precision and clarity.
• Participate in weekly cross‑departmental meetings to discuss trends, challenges, and opportunities for improvement.
• Contribute to the development of knowledge base articles, FAQs, and training materials.
• Adhere to all data security, privacy, and compliance policies.
• Support the onboarding of new team members by sharing expertise and best practices.
• Actively seek feedback from customers and internal stakeholders to enhance the overall experience.

Essential Qualifications

• Minimum of 2 years of agency experience in Personal Lines, including homeowners, auto, and other property and casualty products.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency in office productivity suite (Word, Excel, email platform, team collaboration platform) and experience navigating insurance systems.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining high accuracy under pressure.
• Self‑motivated, disciplined, and capable of sustaining productivity in a fully remote environment.
• Basic understanding of P&C insurance operations and policy elements.

Preferred Qualifications

• Active 2‑20 or 4‑40 license, or industry designation such as CPCU or CIC.
• Experience with brighthush Tech or similar cloud‑based insurance platforms.
• Prior exposure to handling high‑volume call and chat environments.
• Knowledge of data security and confidentiality best practices in a remote setting.
• Experience with CRM or ticketing systems (e.g., CRM platform, ticketing platform).

Skills & Competencies

• Exceptional customer‑service mindset with a passion for problem‑solving.
• Strong analytical and conflict‑resolution skills.
• Adaptability to evolving processes and technology.
• Excellent time‑management and organizational abilities.
• Team player who thrives in a collaborative, fast‑paced environment.
• Proactive communication and a willingness to share knowledge.

Career Growth & Learning Opportunities

At brighthush, we believe your career should evolve as rapidly as the industry. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Cross‑functional training that exposes you to underwriting, claims, and product development teams.
• Leadership development workshops designed to build managerial and strategic skills.
• Clear promotion pathways to roles such as Senior Customer Support Specialist, Team Lead, or Customer Experience Manager.
• Tuition reimbursement for relevant certifications, including CPCU, CIC, or other industry credentials.
• Regular hackathons and innovation challenges to apply new ideas to real‑world problems.
• Annual conference attendance and speaking opportunities to broaden your professional network.

Work Environment & Company Culture

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• A fully equipped home office stipend, including a high‑speed internet allowance, ergonomic headset, and computer.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• Transparent communication from leadership, with quarterly town‑hall meetings and open‑door policies.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Work‑life balance initiatives such as flexible scheduling, paid volunteer days, and generous personal days.
• Annual wellness retreats and virtual fitness challenges.
• Employee recognition programs that celebrate milestones and achievements.

Compensation & Benefits

While the base salary is competitive and commensurate with experience, brighthush offers a comprehensive benefits package that supports your well‑being and future:

• Health, dental, vision, and life insurance plans.
• Short‑term and long‑term disability coverage.
• 401(k) plan with company match.
• Paid time off (PTO), personal days, and 12 paid holidays.
• Paid parental leave and flexible work arrangements.
• Employee assistance program, including mental health resources.
• Matching charitable gift program and lucrative referral bonuses.
• Commuter benefits and flexible remote/hybrid options.
• Annual performance bonus pool based on company and individual metrics.

Eligibility & Work Location

This position is fully remote. However, due to regulatory constraints, the role is not available for candidates residing in California, Colorado, New York, or Washington. All other U.S. locations are welcome to apply.

How to Apply

Ready to bring your customer‑service expertise to a forward‑thinking insurance technology company? Click the link below to submit your application and join the brighthush team.

Apply to this position

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require reasonable accommodations during the application or interview process, please contact our HR team at [email protected].