Experienced Customer Service Representative – Moderate Complexity – Multilingual Support Specialist

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About brighthush

At brighthush, we’re redefining the insurance experience by blending cutting‑edge technology, data‑driven insights, and a genuine passion for people. Our mission is simple: deliver clear, compassionate, and timely support to every customer, whether they’re an individual policyholder, a corporate partner, or a broker. With a global footprint that spans continents and a culture rooted in collaboration, innovation, and continuous learning, brighthush is the place where your expertise can make a real difference.

Role Overview

We’re looking for an Experienced Customer Service Representative – Moderate Complexity to join our dynamic team. In this role, you’ll handle a wide range of customer inquiries, from routine policy questions to more complex claims and account adjustments. Your ability to communicate clearly, think critically, and maintain a high level of accuracy will be essential in ensuring that every interaction reflects the brighthush commitment to excellence.

Why This Position Matters

Customer interactions are the heartbeat of brighthush. Each call, email, or chat is an opportunity to reinforce trust, solve problems, and build lasting relationships. As a moderate‑complexity representative, you’ll be the go‑to expert for customers who need a deeper level of assistance, bridging the gap between frontline support and specialized teams. Your work will directly influence customer satisfaction scores, retention rates, and the overall reputation of brighthush in the marketplace.

Key Responsibilities

• Handle Moderate to Complex Inquiries: Resolve a broad spectrum of customer issues, including policy clarifications, claim status updates, billing disputes, and account adjustments, with a focus on accuracy and timeliness.
• Document and Escalate Effectively: Log all customer interactions in our CRM system, ensuring that escalated cases are tracked, followed up, and closed within established turnaround times.
• Provide Guidance to Peers: Act as a resource for junior team members, offering mentorship, best‑practice tips, and troubleshooting support to elevate overall team performance.
• Leverage Bilingual Skills: Communicate fluently in at least two languages (English and another language of your choice) for at least 50% of your interactions, ensuring inclusive and accessible service.
• Adhere to Compliance and Security Standards: Protect sensitive customer data in accordance with regulatory requirements and brighthush’s internal policies.
• Participate in Continuous Improvement: Join LEAN and special project teams to identify process gaps, propose solutions, and implement enhancements that streamline operations.
• Maintain a Positive Attitude: Foster a respectful, collaborative environment, embodying brighthush’s core values of integrity, empathy, and customer focus.

Essential Qualifications

• Minimum of 2–3 years of experience in a customer service or call center environment, preferably within the insurance or financial services sector.
• Proven ability to manage moderate to complex customer issues independently, with minimal supervision.
• Strong verbal and written communication skills, with a keen eye for detail and accuracy.
• Experience using CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated commitment to data security and regulatory compliance.
• High level of emotional intelligence and the ability to remain calm under pressure.
• Fluency in at least one additional language (e.g., Spanish, French, Mandarin) is required for 50% of interactions.

Preferred Qualifications

• Background in insurance claims processing or policy administration.
• Experience with LEAN methodologies or continuous improvement projects.
• Knowledge of industry regulations such as HIPAA, GDPR, or state‑specific insurance laws.
• Previous leadership or mentorship roles within a customer service team.
• Certification in customer service excellence (e.g., Certified Customer Service Professional).

Skills & Competencies

• Problem‑solving: Ability to analyze complex situations and devise effective solutions.
• Time management: Prioritize tasks and meet strict deadlines while maintaining quality.
• Adaptability: Thrive in a fast‑moving environment with evolving processes and technologies.
• Collaboration: Work seamlessly with cross‑functional teams, including underwriting, claims, and sales.
• Customer‑centric mindset: Put the customer’s needs at the forefront of every decision.
• Technology fluency: Comfortable learning new software tools and platforms quickly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Service Representative – Moderate Complexity, you’ll have access to:

• Structured onboarding and ongoing training programs that cover product knowledge, compliance, and soft‑skill development.
• Mentorship from senior leaders who are passionate about coaching and career advancement.
• Clear career pathways to roles such as Senior Customer Advocate, Team Lead, or Process Improvement Analyst.
• Cross‑functional projects that allow you to gain exposure to underwriting, claims, and product development.
• Regular performance reviews with actionable feedback and personalized growth plans.

Work Environment & Culture

brighthush offers a hybrid work model that blends the flexibility of remote work with the collaborative energy of our Oklahoma City headquarters. Our office is designed to inspire creativity and well‑being, featuring:

• Onsite medical clinic and virtual health services.
• Waterfront grill and café for casual meetings.
• Free parking and walking trails for a healthy commute.
• Recreational facilities such as basketball, pickleball courts, and a fully equipped fitness center.
• Open‑plan spaces that encourage spontaneous collaboration.

We celebrate diversity, champion inclusion, and foster a culture where every voice is heard. Our employees are encouraged to bring their authentic selves to work, and we provide a supportive environment that values work‑life balance, continuous learning, and community impact.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible scheduling options.
• Professional development budget and tuition reimbursement.
• Employee assistance programs and wellness initiatives.

How to Apply

Ready to take the next step in your career? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Customer Service Representative – Moderate Complexity role at brighthush. We’re excited to learn how your skills and passion align with our mission to deliver exceptional customer experiences.

Closing Statement

At brighthush, you’ll find more than a job—you’ll discover a community that values your expertise, supports your growth, and empowers you to make a tangible impact on the lives of our customers. If you’re driven by curiosity, committed to excellence, and eager to thrive in a collaborative, forward‑thinking environment, we invite you to apply today. Join us in shaping the future of insurance and creating a brighter, more inclusive experience for everyone.

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