Veteran Support Champion – Remote Customer Service Specialist – Empathy‑Driven, Analytical Problem‑Solver, AI‑Enabled Technical Excellence, Passion for Service – Join brighthush's Mission‑Driven Team

About brighthush

brighthush is more than a technology company; it is a purpose‑driven movement that began in 2024 with a single, bold vision: to simplify the lives of veterans across the United States. By harnessing artificial intelligence, machine learning, and data‑driven insights, we streamline the VA disability claims process, ensuring that veterans receive the benefits they deserve with speed, accuracy, and dignity. Our forward‑thinking approach means we are constantly evolving, integrating the latest tools and best practices to stay ahead of the curve in a rapidly changing landscape.

As a fully remote‑first organization, brighthush offers unparalleled flexibility, a collaborative culture, and a steadfast commitment to continuous learning. Every team member plays a vital role in delivering exceptional service to those who served our nation. If you are passionate about making a tangible difference, thrive in a fast‑paced environment, and value empathy and professionalism, we invite you to join our growing team.

Why This Role Matters

Veterans often face complex, bureaucratic hurdles when navigating the VA disability claims system. Our Customer Service Representatives are the frontline champions who translate policy into clear, actionable guidance. By providing respectful, accurate support, you help veterans resolve concerns, protect confidential information, and ultimately secure the benefits they earned through service. Your work directly impacts the well‑being of those who have given so much for our country.

Key Responsibilities

• Engage with Veterans: Respond promptly to questions and concerns via phone, email, chat, and social media channels, ensuring each interaction reflects the highest standards of courtesy and professionalism.
• Active Listening & Research: Carefully review available account data, conduct thorough research, and collaborate with internal teams to uncover the root cause of each issue.
• Problem Solving & Escalation: Apply analytical thinking to troubleshoot complex problems across multiple systems, and determine when escalation is necessary to resolve higher‑level concerns.
• De‑Escalation & Conflict Management: Use proven de‑escalation techniques to calm upset veterans, turning challenging conversations into positive outcomes.
• Documentation & Follow‑Up: Accurately record all interactions, actions taken, and follow‑up steps in our approved CRM and ticketing systems, ensuring traceability and compliance.
• Case Management: Manage a balanced workload of calls, tickets, and cases, meeting or exceeding productivity and quality metrics while maintaining a high level of customer satisfaction.
• Collaboration: Coordinate with cross‑functional teams—claims, compliance, IT, and legal—to route or resolve matters beyond your authority, ensuring a seamless experience for the veteran.
• Privacy & Security: Strictly adhere to verification, privacy, and security protocols, safeguarding sensitive veteran information at all times.
• Continuous Improvement: Participate in regular training, share insights, and contribute to process enhancements that elevate service quality.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Minimum of 1 year of experience in customer service, call center operations, administrative support, or case management.
• Strong verbal and written communication skills, with the ability to convey complex information in a clear, concise manner.
• Proven active listening, empathy, and problem‑solving abilities.
• Basic computer literacy and a quick‑learner mindset for CRM and support tools.
• Experience working independently in a remote setting, managing competing priorities, and following established procedures.
• Reliable, high‑speed internet connection and a dedicated workspace.
• Familiarity with ticketing systems, phone platforms, and social media support tools.
• Experience handling complaints, escalations, outreach, or complex customer issues.
• Prior exposure to veteran‑focused services or a strong commitment to supporting veterans.

Preferred Qualifications

• Experience with VA disability claims or related government benefits.
• Knowledge of compliance regulations, data privacy laws, and secure information handling.
• Multilingual capabilities to serve a diverse veteran population.
• Background in AI or data analytics, with an understanding of how technology can streamline processes.
• Previous remote work experience in a high‑volume, fast‑paced environment.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine desire to help veterans and a commitment to delivering exceptional service.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Technical Proficiency: Comfortable navigating CRM systems, ticketing platforms, and basic troubleshooting.
• Time Management: Efficiently juggle multiple cases while maintaining high quality and accuracy.
• Adaptability: Thrive in a dynamic environment, embracing change and continuous learning.
• Team Collaboration: Work seamlessly with cross‑functional teams to resolve issues and improve processes.
• Integrity & Confidentiality: Uphold the highest standards of privacy and data protection.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Customer Service Representative, you will:

• Gain in‑depth knowledge of the VA disability claims process and the regulatory landscape.
• Develop advanced problem‑solving skills and learn to navigate complex systems.
• Participate in ongoing training programs covering customer experience, compliance, and emerging technologies.
• Earn certifications in customer service excellence, data privacy, or AI‑powered support tools.
• Advance into specialized roles such as Claims Analyst, Customer Experience Lead, or Product Support Engineer.
• Contribute to product development by sharing frontline insights that shape future AI solutions.

Work Environment & Company Culture

brighthush fosters a culture of respect, innovation, and purpose. Our remote‑first model means you can work from anywhere in the USA while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Real‑time collaboration tools (Slack, Teams, Zoom).
• Access to a digital knowledge base and continuous learning resources.
• A supportive manager who values work‑life balance and professional growth.
• A community of passionate veterans, advocates, and tech enthusiasts dedicated to making a difference.

Compensation, Perks, and Benefits

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

• Base salary aligned with industry standards for remote customer service roles.
• Performance‑based bonuses tied to quality, customer satisfaction, and productivity metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Flexible work hours and a fully remote work environment.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Access to cutting‑edge AI tools and technology to streamline your workflow.

How to Apply

If you are ready to bring your empathy, technical acumen, and dedication to a purpose‑driven team, we encourage you to apply today. Join brighthush and help veterans navigate the path to the benefits they earned.