West Region Property & Casualty Customer Success Representative – Remote Broker Onboarding, Support & Relationship Management Specialist

About brighthush – Pioneering the Future of On‑Demand Insurance

At brighthush, we are redefining how small businesses and insurance agents access protection. As a leading insurtech platform, we combine cutting‑edge technology with deep industry expertise to deliver on‑demand Property & Casualty coverage that is fast, flexible, and affordable. Our mission is to empower entrepreneurs, freelancers, and growing enterprises with the confidence that comes from knowing they are protected—anytime, anywhere. With a rapidly expanding customer base across the United States, brighthush is looking for passionate professionals who thrive in fast‑paced environments and are eager to make a tangible impact on the lives of our clients and partners.

Why This Role Matters

The West Region P&C Customer Success Representative is the frontline champion of our customers’ experience. You will be the trusted advisor who answers questions, resolves concerns, and guides insurance brokers through a seamless onboarding journey. Your expertise will directly influence customer satisfaction, retention, and the overall growth of brighthush in a critical market segment.

Role Summary

As an entry‑level yet highly visible member of the Customer Success team, you will:

• Serve as the primary point of contact for small‑business owners, agents, and brokers seeking P&C coverage.
• Deliver timely, accurate, and empathetic support via phone, email, and chat platforms.
• Facilitate broker onboarding, ensuring they understand brighthush’s product suite, policy terms, and digital tools.
• Collaborate with cross‑functional teams—including Sales, Product, and Engineering—to advocate for customer needs and drive continuous improvement.

Key Responsibilities

Customer Interaction & Support

• Answer inbound inquiries from brokers and policyholders, providing clear explanations of coverage options, policy limits, and claim processes.
• Diagnose and resolve complex issues, escalating to senior specialists when necessary while maintaining ownership until resolution.
• Document all interactions in our CRM system with meticulous attention to detail, ensuring data integrity for future analysis.
• Proactively identify patterns in customer feedback and share insights with product and operations teams.

Complaint Management & Issue Resolution

• Handle escalated complaints with professionalism, empathy, and a solutions‑oriented mindset.
• Coordinate with underwriting, claims, and legal departments to address policy disputes or coverage questions.
• Follow brighthush’s service level agreements (SLAs) to guarantee timely response and resolution times.

Broker Onboarding & Enablement

• Guide new brokers through the onboarding workflow, including account setup, product training, and integration with brighthush’s API.
• Conduct virtual training sessions, webinars, and one‑on‑one coaching to accelerate broker proficiency.
• Develop and maintain onboarding resources—cheat sheets, FAQs, and step‑by‑step guides—to empower self‑service.
• Track onboarding metrics (time‑to‑go‑live, adoption rates) and report on progress to senior leadership.

Collaboration & Continuous Improvement

• Partner with the Product team to relay real‑world usage scenarios, influencing roadmap priorities.
• Work closely with the Engineering team using tools such as Jira to log bugs, request enhancements, and verify fixes.
• Participate in weekly cross‑functional stand‑ups to align on priorities and share customer insights.

Essential Qualifications

• Licensure: Active Property & Casualty insurance license in at least one U.S. state.
• Industry Experience: Demonstrated experience (minimum 1‑2 years) in small commercial business insurance, preferably with exposure to broker or agency environments.
• Communication Skills: Exceptional written and verbal communication abilities; capable of translating complex insurance terminology into plain language.
• Education: Bachelor’s degree in Business, Finance, Insurance, or a related field is preferred but not mandatory.
• Technical Proficiency: Comfortable navigating ticketing and CRM platforms such as Zendesk, Omni, and Jira.
• Customer‑Centric Mindset: Proven track record of delivering high‑quality service in a fast‑paced support setting.

Preferred Qualifications & Nice‑to‑Haves

• Experience working remotely and managing a full workload independently.
• Familiarity with insurtech ecosystems, digital policy issuance, and API integrations.
• Additional certifications (e.g., CPCU, AINS) that demonstrate deeper insurance expertise.
• Exposure to data analytics tools (e.g., Tableau, Power BI) for reporting on customer metrics.
• Multilingual abilities, especially Spanish, to support a diverse broker base.

Core Skills & Tools

• Customer Service Platforms: Zendesk for ticket management, Omni for omnichannel communication.
• Project Management & Issue Tracking: Jira for logging bugs, feature requests, and workflow coordination.
• Collaboration Suites: Slack, Microsoft Teams, and Google Workspace for internal communication.
• Documentation: Confluence or Notion for creating knowledge‑base articles and onboarding guides.
• Analytical Thinking: Ability to interpret data trends and translate them into actionable improvements.

What Success Looks Like in This Role

Within the first 90 days, a successful Customer Success Representative at brighthush will have:

• Achieved a minimum 90% satisfaction rating on resolved tickets.
• Onboarded at least 15 new brokers, reducing average time‑to‑go‑live by 20% compared to the previous quarter.
• Identified and escalated three high‑impact product improvement opportunities based on customer feedback.
• Demonstrated mastery of Zendesk, Omni, and Jira, handling an average of 30+ tickets per day while maintaining quality.

Career Growth & Learning Opportunities

brighthush is committed to the professional development of every team member. In this role, you will have access to:

• Mentorship Programs: Pairing with senior Customer Success Managers and industry veterans.
• Continuous Education: Reimbursement for insurance licensing exams, certifications, and relevant coursework.
• Internal Mobility: Clear pathways to advance into Senior Customer Success Representative, Team Lead, or Product Specialist positions.
• Cross‑Functional Exposure: Opportunities to shadow Sales, Underwriting, and Product teams, broadening your industry perspective.
• Innovation Labs: Participate in hackathons and pilot programs that shape the next generation of insurtech solutions.

Compensation, Perks & Benefits

While exact salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your well‑being and future planning:

• 401(k) Matching: Company contributions to help you build retirement savings.
• Generous Paid Time Off (PTO): Flexible vacation policy to recharge and maintain work‑life balance.
• Retirement Plan: Additional savings options beyond the 401(k) match.
• Parental Leave: Extended paid leave for new parents, reflecting our family‑first values.
• Health & Wellness: Medical, dental, and vision coverage, plus mental‑health resources.
• Remote‑Work Stipend: Support for home‑office setup, internet, and ergonomic equipment.
• Learning Allowance: Annual budget for courses, conferences, and professional development.
• Employee Assistance Program (EAP): Confidential counseling and support services.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Empathy, and Ownership. As a fully remote team spread across the United States, we foster an inclusive environment where every voice is heard. Key cultural attributes include:

• Collaboration: Regular virtual coffee chats, team‑wide town halls, and cross‑departmental projects.
• Transparency: Open communication channels with leadership, clear OKRs, and real‑time performance dashboards.
• Recognition: Monthly awards, peer‑nominated shout‑outs, and a culture of celebrating wins—big and small.
• Diversity & Inclusion: Active employee resource groups (ERGs) and a commitment to equitable hiring practices.
• Work‑Life Harmony: Flexible scheduling, core‑hours for collaboration, and a results‑oriented mindset.

Application Process

If you are excited about shaping the future of insurance, love solving problems for brokers and small businesses, and thrive in a dynamic, remote environment, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting your most relevant experience and why you’re passionate about customer success in the insurtech space.

Apply To This Job

Join brighthush and become a catalyst for change in the insurance industry.

We look forward to welcoming a dedicated, customer‑obsessed professional to our West Region team. Together, we’ll empower countless entrepreneurs to focus on what they do best—growing their businesses—while we take care of the risk.