Senior Remote Insurance Customer Support Associate – Concierge‑Level Claims & Enrollment Specialist – Champion Member Experience & Broker Partnerships at brighthush – Leading Human‑Centric Insurance Innovation

Welcome to brighthush – Where Insurance Meets Human‑Centric Innovation

At brighthush, we’re not just a tech company; we’re a movement that’s reshaping how people experience insurance. By marrying cutting‑edge analytics, artificial intelligence, and a deeply human approach, we empower insurers, brokers, and health plans to deliver support that feels personal, proactive, and genuinely helpful. From enrollment and eligibility checks to claims adjudication and member education, our solutions cover the entire insurance lifecycle, ensuring every touchpoint is seamless, transparent, and trust‑building.

In an era of rapid digital transformation, shifting regulations, and evolving member expectations, brighthush stands at the forefront. We turn complex processes into intuitive experiences, turning routine interactions into moments of clarity and confidence. Whether you’re a broker navigating a new product line or a member seeking help with a claim, brighthush is the bridge that makes the journey smooth and satisfying.

Our mission is simple: to make insurance simple, accessible, and human‑centered. We achieve this by building tools that automate the mundane, training teams that understand the emotional stakes of every member, and fostering a culture where curiosity, empathy, and data‑driven decision‑making thrive together.

Why This Role is a Game‑Changer for Your Career

As a Senior Remote Insurance Customer Support Associate, you will be the frontline voice of brighthush’s BSC Employees program. You’ll partner directly with external brokers, guiding them through enrollment, claims, billing, and everything in between. Your role is more than support—it’s partnership, education, and advocacy. You’ll help brokers become champions of our products, ensuring members receive the best possible experience.

Working from anywhere in the United States, you’ll enjoy the freedom of a fully virtual environment while remaining part of a vibrant, inclusive community that values collaboration, continuous learning, and personal growth. Your contributions will directly influence member satisfaction, broker retention, and the overall success of our clients.

Why is this position a catalyst for your professional journey? Because it sits at the intersection of technology, customer experience, and business strategy. You’ll be the bridge that translates complex product features into actionable insights for brokers, and you’ll shape the next generation of support tools through your feedback and innovation.

Key Responsibilities

• Issue Resolution & Escalation Management: Identify, troubleshoot, and resolve complex broker, group, or member issues related to insurance benefits, claim processes, enrollment, and billing across all lines of business.
• Broker Relationship Building: Engage with external brokers to establish rapport, build confidence, and foster long‑term partnerships that drive product adoption and market penetration.
• Concierge‑Level Support: Deliver personalized, high‑touch assistance to brokers, acting as a key acquisition channel and ensuring they have the resources and knowledge to sell brighthush’s products effectively.
• Process Improvement: Collaborate with cross‑functional teams to identify bottlenecks, propose solutions, and implement best practices that enhance service quality and operational efficiency.
• Data Accuracy & Documentation: Maintain accurate records of interactions, updates, and resolutions in the CRM system, ensuring compliance with internal policies and regulatory requirements.
• Continuous Learning: Stay current on industry trends, product updates, and regulatory changes to provide informed guidance to brokers and members.
• Knowledge Sharing: Lead or participate in knowledge‑sharing sessions, creating playbooks, FAQs, and training materials that empower both brokers and internal teams.
• Performance Analytics: Track key metrics such as response time, resolution rate, and broker satisfaction scores; use data to drive improvements and report findings to leadership.
• Compliance & Risk Management: Ensure all interactions adhere to industry regulations, data privacy laws, and internal compliance standards.
• Team Collaboration: Work closely with product, engineering, and analytics teams to relay customer insights that shape future product enhancements.
• Mentorship & Coaching: Mentor junior associates, sharing best practices and fostering a culture of continuous improvement.
• Strategic Advocacy: Represent broker and member perspectives in strategic planning sessions, ensuring that new features and policies align with real‑world needs.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in insurance or a related field.
• High school diploma or equivalent; associate or bachelor’s degree is a plus.
• Strong problem‑solving skills with the ability to handle mid‑to‑high level customer service issues independently.
• Proficiency with computers and common productivity tools (e.g., brighthush Office, brighthush Workspace).
• Excellent verbal and written communication skills in English.
• Demonstrated ability to work autonomously in a remote setting, managing time and priorities effectively.
• Experience with CRM platforms (e.g., brighthush, brighthush) and ticketing systems.
• Comfortable with data entry, reporting, and basic analytics.
• Strong organizational skills and meticulous attention to detail.
• Ability to adapt to changing priorities and evolving processes.

Preferred Qualifications

• Experience working with insurance brokers, healthcare benefits, or related sales environments.
• Knowledge of insurance terminology, claim processes, and enrollment workflows.
• Previous experience in a concierge or high‑touch support role.
• Multilingual capabilities (Spanish, French, or other languages) are a distinct advantage.
• Familiarity with AI‑driven support tools and chatbots.
• Background in data analysis or quality assurance.
• Experience with performance metrics and KPI dashboards.
• Understanding of regulatory frameworks such as HIPAA, GDPR, or state‑specific insurance laws.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help others.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving processes.
• Collaboration: Strong teamwork skills, with a willingness to share insights and support colleagues.
• Tech Savvy: Quick to adopt new technologies and comfortable troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks, meet deadlines, and manage multiple concurrent cases.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Strategic Thinking: Ability to see the bigger picture and align day‑to‑day tasks with long‑term goals.
• Leadership Potential: Demonstrated initiative and a track record of influencing positive change.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Remote Insurance Customer Support Associate, you will have access to:

• Structured Onboarding & Mentorship: A comprehensive onboarding program paired with a dedicated mentor to guide you through your first 90 days.
• Unlimited Learning Library: Thousands of free courses covering everything from advanced insurance concepts to soft‑skill development, available through our internal learning platform.
• Career Pathways: Clear progression tracks that can lead to roles in account management, product support, operations, or even leadership positions within the customer experience domain.
• Cross‑Functional Projects: Opportunities to collaborate with product, engineering, and analytics teams on initiatives that shape the future of brighthush’s services.
• Performance‑Based Recognition: Regular feedback, performance reviews, and the chance to earn bonuses and promotions based on impact.
• Leadership Development: Access to leadership training programs and mentorship from senior leaders.
• Innovation Labs: Participation in hackathons and innovation challenges to bring fresh ideas to life.
• Global Exposure: Work with colleagues across different time zones and cultures, expanding your professional network.

Work Environment & Company Culture

brighthush’s culture is built on the pillars of inclusion, innovation, and impact. Even though you’ll be working remotely, you’ll feel connected to a community that values:

• Community & Giving Back: Regular virtual volunteer events, partnership with local charities, and a culture that encourages employees to contribute to causes they care about.
• Well‑Being & Work‑Life Balance: Flexible schedules, generous paid time off, and wellness incentives such as gym memberships or mental health resources.
• Transparent Leadership: Open communication from senior leaders, town‑hall meetings, and an environment where ideas are heard and acted upon.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences, fostering creativity and innovation.
• Technology‑First Approach: State‑of‑the‑art tools that enable seamless collaboration, real‑time feedback, and efficient workflow management.
• Global Collaboration: Opportunities to work with colleagues across different time zones and cultures, expanding your professional network.

Compensation, Perks, and Benefits

While specific salary ranges may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base Salary: Market‑competitive pay aligned with industry standards for remote customer support roles.
• Performance Bonuses: Quarterly incentives tied to individual and team metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with mental health support and wellness stipends.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days, plus paid holidays.
• Flexible Work Arrangements: Fully remote work with optional co‑working spaces in major cities.
• Professional Development: Reimbursement for certifications, conferences, and continuing education.
• Employee Recognition: Spot awards, peer recognition programs, and annual celebration events.

How to Apply

If you’re ready to elevate member experiences, empower brokers, and drive innovation in the insurance support space, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and help us make insurance simple, accessible, and human‑centered.