Customer Service Supervisor – Call Center Operations Leader for Residential Home Services

About brighthush

At brighthush, we are on a mission to transform the trades industry one customer at a time. Operating across multiple states and supporting a network of residential HVAC, plumbing, and electrical locations, we pride ourselves on delivering top‑notch service while redefining how a home‑service business runs. Our philosophy is simple: use innovative, unconventional approaches to elevate every customer’s experience when we step into their home. If you’re passionate about leading high‑performing teams, love the fast‑paced world of call‑center operations, and want to be part of a company that’s reshaping an essential industry, you’ve found the right place.

Why This Role Matters

As the Customer Service Supervisor at brighthush, you will be the linchpin that ensures our customers receive swift, courteous, and effective support. You’ll guide a team of Customer Service Representatives (CSRs), manage call‑center performance metrics, and champion continuous improvement. Your leadership will directly impact customer satisfaction, employee engagement, and the overall efficiency of our service delivery model.

Key Responsibilities

• Inbound Call Management: Answer and route incoming customer calls, ensuring each interaction reflects brighthush’s high standards.
• Escalation Handling: Resolve complex or escalated issues promptly, turning potential frustrations into positive experiences.
• Performance Reporting: Generate daily, weekly, and monthly Call Center Performance Reports and CSR Performance Summaries to track key metrics such as Average Handle Time (AHT), After‑Call Work (ACW), and abandonment rates.
• Coaching & Development: Identify low‑performing agents, deliver targeted coaching, and create action plans that drive measurable improvement.
• Workforce Management: Monitor the activity board, adjust breaks and lunches in real time, and ensure optimal coverage for both the call center and dispatcher teams.
• PTO Coordination: Review and forward paid‑time‑off requests for call‑center staff to the Assistant Call Center Manager for final approval.
• Employee Relations: Draft and implement corrective action plans when performance or conduct issues arise.
• Technical Support Liaison: Submit trouble tickets to the help desk for system glitches and communicate updates, ETAs, and system changes to the team.
• Lead Management: Monitor incoming email leads, prioritize them, and delegate to the appropriate CSR for follow‑up.
• Recruitment & Onboarding: Interview prospective candidates, assist with new‑hire training, and help integrate fresh talent into the team.
• Quality Assurance: Conduct call monitoring, side‑by‑side observations, and calibration sessions with Call Center Leads to maintain accurate quality scores.
• Continuous Improvement: Propose and implement process enhancements that reduce call abandonment, improve first‑call resolution, and boost overall efficiency.
• Ad‑hoc Projects: Take on additional duties as assigned, ranging from special reporting initiatives to cross‑departmental collaborations.

Essential Qualifications

• High School Diploma or GED (required).
• Minimum of four (4) years of supervisory or management experience in a centralized call‑center environment.
• Demonstrated success coaching and developing front‑line employees.
• Proven leadership skills with a track record of motivating teams to exceed performance targets.
• Ability to thrive in a high‑volume, fast‑paced setting while juggling multiple projects.
• Experience in the home‑services industry (HVAC, plumbing, electrical) is preferred but not mandatory.
• Strong multitasking ability – comfortable handling phone conversations while navigating computer systems.
• Typing speed of at least 40 words per minute.
• Proficiency with Microsoft Office Suite or Google Workspace.
• U.S. residency (required).

Preferred Qualifications & Skills

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Certification in Call‑Center Management (e.g., CCMA, ICCM).
• Hands‑on experience with workforce management software (e.g., NICE, Verint, Five9).
• Familiarity with CRM platforms such as Salesforce, HubSpot, or ServiceTitan.
• Advanced analytical skills – ability to interpret data trends and translate them into actionable strategies.
• Exceptional written and verbal communication skills.
• Strong conflict‑resolution abilities and a calm demeanor under pressure.

Core Competencies for Success

• Leadership & Influence: Inspire confidence, set clear expectations, and empower team members to take ownership of their performance.
• Customer‑Centric Mindset: Always prioritize the customer’s perspective and seek ways to exceed expectations.
• Analytical Thinking: Leverage data to diagnose issues, forecast staffing needs, and drive continuous improvement.
• Adaptability: Embrace change, quickly learn new tools, and adjust processes as business needs evolve.
• Collaboration: Work seamlessly with dispatch, field technicians, IT, and senior leadership to ensure a unified service experience.
• Time Management: Balance competing priorities, meet deadlines, and keep the call center running smoothly.

Compensation, Perks & Benefits

Salary Range: $60,000 – $65,000 annually, commensurate with experience.

• Remote Work: Enjoy the flexibility of working from home with a fully equipped home office (company‑provided laptop, monitor, and headset).
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with a 4% company match to help you build a secure future.
• Paid Time Off: Generous PTO, paid holidays, and dedicated wellness days to recharge.
• Professional Development: Access to training programs, certifications, and tuition reimbursement for continued learning.
• Career Growth: Clear pathways to senior supervisory, operations manager, or regional leadership roles within brighthush.
• Employee Recognition: Quarterly awards, performance bonuses, and a culture that celebrates achievements.

Culture & Work Environment at brighthush

Our people are the heart of brighthush. We foster a collaborative, inclusive, and forward‑thinking environment where every voice matters. Whether you’re on a video call or in a virtual breakout room, you’ll experience:

• Transparent Communication: Regular town halls, open‑door policies with senior leaders, and clear updates on company goals.
• Innovation‑Driven Mindset: We encourage experimentation, reward creative problem‑solving, and continuously invest in technology that makes our teams more effective.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and mentorship programs.
• Work‑Life Balance: Flexible scheduling, remote‑first policies, and a focus on mental health resources.
• Community Impact: Opportunities to volunteer, support local charities, and participate in sustainability initiatives that give back to the neighborhoods we serve.

Career Advancement & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Service Supervisor, you will have access to:

• Mentorship from senior operations leaders who have built successful call‑center strategies.
• Cross‑functional projects that broaden your skill set beyond the call center, such as process engineering and technology implementation.
• Leadership development programs that prepare you for regional or corporate management roles.
• Annual conferences and industry events where you can network with peers and stay ahead of emerging trends.

How to Apply

If you are ready to lead a dynamic team, drive operational excellence, and be part of a company that’s redefining the home‑services landscape, we want to hear from you. Click the link below to submit your application and start your journey with brighthush today.

Apply To This Job

Join brighthush – Transform the Trades, One Call at a Time

At brighthush, every interaction matters. As our Customer Service Supervisor, you will shape the experience of thousands of homeowners, empower a dedicated team, and contribute to a culture of excellence. Take the next step in your career and help us set a new standard for service in the trades industry.