Senior Remote Customer Service Associate – Eastern Time Zone – Insurance Support Specialist – Champion Customer Success & Policyholder Engagement – Join brighthush

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we’re not just another insurance provider; we’re a movement that reimagines how people protect what matters most. By blending cutting‑edge technology, data‑driven insights, and a culture rooted in empathy, we deliver insurance solutions that feel personal, proactive, and truly secure. From auto and home to life and specialty lines, our portfolio is designed to adapt to the evolving needs of modern consumers.

Operating as a fully remote‑first organization, brighthush empowers its team members to work from anywhere while staying connected to a vibrant, collaborative community. We thrive on innovation, shared purpose, and a commitment to continuous improvement—values that guide every interaction with our customers and every decision we make.

Why This Role Is a Game‑Changer

The final steps of the insurance journey—policy activation, documentation, and customer onboarding—are critical to customer satisfaction and retention. As a Senior Remote Customer Service Associate, you will be the friendly, reliable voice that guides policyholders through the last mile. Your work directly influences customer experience, drives retention, and reinforces brighthush’s reputation for excellence. Every call, email, and interaction you manage is an opportunity to build lasting loyalty and showcase the human side of insurance.

Key Responsibilities – Your Day‑to‑Day Impact

• Execute high‑volume outbound calls to insured customers with pending documentation or policy requirements, ensuring a courteous and professional tone.
• Promptly return voicemails and respond to basic customer emails with professionalism and courtesy, maintaining a quick turnaround time.
• Explain policy requirements clearly, guiding customers through our online portal and helping them complete necessary forms with ease.
• Leave concise, professional voicemails when a customer is unavailable, and schedule follow‑up attempts to ensure completion.
• Answer routine questions and accurately document all interactions in Microsoft Dynamics, ensuring data integrity and compliance.
• Escalate complex or unresolved issues to the appropriate team members while maintaining a calm, solution‑oriented demeanor.
• Maintain a structured follow‑up schedule, ensuring all tasks are completed within the required timeframes and deadlines.
• Meet or exceed productivity metrics and quality standards set by the team, contributing to overall departmental goals.
• Participate in continuous improvement initiatives to streamline processes and enhance customer experience.
• Collaborate with cross‑functional teams (Underwriting, Claims, Compliance) to resolve customer inquiries efficiently and accurately.
• Assist in the onboarding of new policyholders by providing clear instructions and support throughout the documentation process.
• Contribute to the creation and refinement of knowledge base articles, FAQs, and training materials for internal use.

Essential Qualifications – What We’re Looking For

• High school diploma or equivalent; associate’s degree preferred.
• Strong verbal and written communication skills with a professional phone presence.
• Confidence and resilience in making high‑volume outbound calls, with the ability to stay positive under pressure.
• Exceptional attention to detail and accuracy in documentation, ensuring compliance and data quality.
• Comfortable learning new software platforms, especially CRM systems such as Microsoft Dynamics.
• Reliable, punctual, and able to maintain consistent attendance in a remote setting.
• Stable, high‑speed internet connection and a quiet workspace free from distractions.
• Basic understanding of insurance terminology and processes is a plus.
• Proficiency in using productivity tools such as Microsoft Office Suite and collaboration platforms.

Preferred Qualifications – Bonus Points

• Prior experience in customer service or call center environments, preferably within the insurance industry.
• Familiarity with Microsoft Dynamics or similar CRM tools, with a track record of accurate data entry.
• Background in the insurance industry or related fields, with knowledge of policy lifecycle and documentation.
• Experience handling policyholder inquiries and documentation processes, including electronic signatures and online portals.
• Knowledge of compliance and regulatory requirements in insurance, such as data privacy and consumer protection laws.
• Experience with call center metrics, quality assurance, and performance dashboards.

Skills & Competencies – The DNA of Success

• Customer‑first mindset with a genuine desire to help others and resolve their concerns.
• Strong problem‑solving skills and the ability to think on your feet, especially when handling unexpected issues.
• Excellent time‑management and organizational abilities, balancing multiple tasks and deadlines.
• Adaptability to changing priorities and new technologies, with a continuous learning attitude.
• Team collaboration skills, even when working remotely, including active participation in virtual meetings.
• Proficiency in using productivity tools such as Microsoft Office Suite, Microsoft Dynamics, and collaboration platforms like Teams or Slack.
• High emotional intelligence, with the ability to empathize, listen actively, and communicate clearly.

Career Growth & Learning Opportunities – Your Path to Mastery

At brighthush, we believe that investing in people is the key to sustainable success. As a Senior Remote Customer Service Associate, you will have access to a wealth of resources designed to accelerate your professional development:

• Comprehensive onboarding program covering our products, processes, and technology, delivered through interactive modules and live coaching.
• Ongoing training modules that keep you up to date on industry trends, regulatory changes, and best practices in customer service.
• Mentorship program pairing you with seasoned team members for guidance, support, and career advice.
• Clear promotion pathways to roles such as Senior Customer Support Specialist, Team Lead, Process Improvement Analyst, or cross‑functional positions in Underwriting or Claims.
• Participation in cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Access to industry certifications, webinars, and e‑learning courses at no cost, supporting your professional growth.
• Regular performance reviews focused on growth, skill development, and career planning, with actionable feedback and goal setting.
• Opportunities to attend virtual conferences, workshops, and networking events to expand your industry knowledge.

Work Environment & Company Culture – A Remote Community That Thrives

brighthush thrives on a culture of transparency, respect, and innovation. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and monthly all‑hands meetings, fostering alignment and shared vision.
• Monthly virtual coffee breaks and informal “show & tell” sessions, encouraging creativity and peer learning.
• A digital “water cooler” chat channel for casual conversation, knowledge sharing, and social connection.
• Regular feedback loops and performance reviews that focus on growth, development, and recognition.
• A commitment to work‑life balance, with flexible scheduling within the Eastern Time zone to accommodate personal commitments.
• Inclusive policies that celebrate diversity and foster belonging, ensuring every voice is heard.
• Recognition programs that celebrate individual and team achievements, from “Employee of the Month” to milestone celebrations.
• Access to a virtual wellness hub, offering fitness classes, mindfulness sessions, and mental health resources.

Compensation & Benefits – We Value Your Contribution

We offer a competitive hourly rate of $15.00–$18.00 per hour, commensurate with experience, with clear opportunities for growth as you demonstrate performance and take on additional responsibilities.

Benefits for full‑time W2 employees include:

• Medical, Dental, and Vision insurance plans, with options to customize coverage based on your needs.
• Short‑Term and Long‑Term Disability coverage, providing financial security during unexpected life events.
• Life insurance, ensuring peace of mind for you and your loved ones.
• 401(k) retirement plan with company match, helping you build a secure future.
• Paid Time Off (PTO) and paid holidays, giving you the flexibility to recharge.
• Employee Assistance Program (EAP) and wellness resources, supporting your mental and emotional well‑being.
• Company‑provided equipment and a stipend for home office setup, ensuring you have the tools to succeed.
• Access to a digital wellness platform with fitness, mindfulness, and mental health resources.
• Professional development stipend for courses, certifications, or conferences, encouraging continuous learning.

How to Apply – Join the brighthush Family

If you are a motivated, customer‑focused professional ready to join a forward‑thinking insurance organization, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.

To apply, click the link below and complete the online application: