Senior Remote Customer Service Specialist – Vision & Health Care Solutions, Claims & Customer Experience Champion – brighthush

Welcome to brighthush: Where Vision Meets Innovation

At brighthush, we’re more than a company – we’re a global movement dedicated to transforming the way people see and care for themselves. With over two decades of experience, we blend cutting‑edge technology, compassionate service, and a relentless commitment to quality to deliver vision and health care solutions that touch millions of lives worldwide. Our mission is simple yet powerful: to bring clarity and confidence to every customer interaction, ensuring that each person receives the support they need, when they need it.

Why This Role Is a Game‑Changer

As a Remote Customer Service Specialist, you will be the frontline advocate for our customers, ensuring that every inquiry is handled with professionalism, empathy, and efficiency. You’ll be the bridge between our customers and the solutions that bring them clarity and confidence. Your day‑to‑day tasks will include:

• Inbound Support: Handle routine to complex inquiries via phone and email regarding product information, eligibility, orders, and payments.
• Claims & Logistics: Process brighthush claims, trace packages, gather documentation, and resolve missing or damaged shipment issues.
• Customer Education: Provide clear, concise guidance to clients, helping them navigate our products and services.
• Trend Analysis: Track customer trends, identify recurring issues, and recommend operational improvements.
• Escalation Management: Escalate systemic problems to the appropriate teams while maintaining a high level of service.
• Multi‑System Navigation: Seamlessly switch between multiple internal software systems, ensuring data accuracy and compliance.
• Continuous Improvement: Participate in ongoing training and feedback loops to refine processes and enhance customer satisfaction.

Essential Qualifications

• Minimum of 2 years of experience in a customer service or call center environment.
• Proven ability to handle complex inquiries with a calm, solution‑oriented approach.
• Strong written and verbal communication skills in English.
• Experience with CRM platforms and basic software proficiency.
• Excellent active listening and empathy skills.
• Ability to work independently in a remote setting while maintaining high productivity.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience in the vision or health care industry.
• Familiarity with brighthush or other shipping logistics platforms.
• Knowledge of claims processing and reimbursement procedures.
• Experience with data analysis tools or customer trend reporting.
• Previous remote work experience with a proven track record of meeting or exceeding performance metrics.

Skills & Competencies

• Customer Relationship Management (CRM): Proficiency in using CRM systems to track interactions and resolve issues.
• Empathy & Emotional Intelligence: Ability to understand and respond to customer emotions and concerns.
• Telephone Etiquette: Polished phone manners and clear communication.
• Active Listening: Focused attention to customer needs and details.
• Analytical Thinking: Ability to dissect problems and identify root causes.
• Claims Processing: Knowledge of claim submission, documentation, and follow‑up.
• Basic Software Skills: Comfortable with spreadsheets, word processors, and collaboration tools.
• Problem Solving: Creative and decisive approach to resolving issues.
• Organizational Skills: Managing multiple tasks and priorities efficiently.
• Written Communication: Clear, concise, and professional email writing.
• Logistics Knowledge: Understanding of shipping, tracking, and delivery processes.

Career Growth & Development

At brighthush, we believe that your career should evolve with you. As a Remote Customer Service Specialist, you will have access to:

• Structured onboarding and a mandatory 2‑week training program that covers product knowledge, system navigation, and customer service best practices.
• Ongoing learning opportunities, including webinars, workshops, and certifications in customer experience, logistics, and healthcare compliance.
• Clear performance metrics that open doors to advanced roles such as Senior Customer Support Specialist, Team Lead, or Customer Success Manager.
• Mentorship programs that pair you with experienced leaders to guide your professional growth.
• Cross‑functional projects that allow you to collaborate with product, marketing, and operations teams.

Work Environment & Culture

brighthush is committed to fostering an inclusive, collaborative, and supportive work environment. Key aspects of our culture include:

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection. Our first shift runs from 10 AM to 6:30 PM, but we offer multiple shift windows to accommodate different time zones.
• Inclusive Hiring: We are an equal opportunity employer, welcoming candidates of all backgrounds, abilities, and identities.
• Team Collaboration: Regular virtual team meetings, brainstorming sessions, and social events keep our remote workforce connected.
• Recognition & Rewards: We celebrate achievements through peer recognition programs, performance bonuses, and spot awards.
• Well‑Being Support: Access to mental health resources, wellness programs, and flexible time off policies.

Compensation & Benefits

We offer a competitive hourly wage of $17.00 to $17.01 per hour, commensurate with experience and performance. In addition to your base pay, you will receive:

• Health, dental, and vision insurance plans.
• Prescription coverage and accidental death & dismemberment (AD&D) protection.
• Short‑term disability and life insurance options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend for courses and certifications.
• Remote work stipend to support home office setup.

Shift Schedule & Training

Our first shift runs from 10 AM to 6:30 PM. However, we offer flexible shift windows to accommodate different time zones:

• 6:55 AM – 3:25 PM PT / 9:55 AM – 6:25 PM ET
• 8:30 AM – 5:00 PM PT / 11:30 AM – 8:00 PM ET

All new hires undergo a mandatory 2‑week training program, Monday through Friday, 8:00 AM – 4:30 PM PST / 11:00 AM – 7:30 PM EST. This intensive training ensures you are fully equipped to deliver exceptional customer service from day one.

Equal Opportunity & Accessibility

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require a reasonable accommodation during the application or interview process, please contact [email protected]. We are dedicated to ensuring a fair and accessible experience for every candidate.

How to Apply

Ready to join a team that values your expertise and supports your growth? Submit your resume and cover letter to [email protected] or click the link below to apply directly:

We review applications on a rolling basis, so don’t wait—apply today and start your journey with brighthush, where your dedication to customer care can shine.