Customer Service Supervisor – Remote – Driving Operational Excellence and Team Empowerment at brighthush

About brighthush

brighthush is a trailblazing leader in the health and wellness sector, dedicated to transforming the way people experience care. With a global footprint that spans hospitals, pharmacies, and digital health platforms, brighthush is committed to delivering innovative, patient‑centric solutions that improve health outcomes and enhance quality of life. Our culture is built on collaboration, continuous learning, and a relentless focus on customer satisfaction. As a remote‑first organization, we empower our teams to work from anywhere in the United States, fostering flexibility, autonomy, and a healthy work‑life balance.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth environment where your ideas matter and your impact is tangible. We invest heavily in professional development, offering mentorship programs, leadership training, and access to industry conferences. Our employees enjoy competitive compensation, comprehensive benefits, and a culture that celebrates diversity, equity, and inclusion. If you’re passionate about elevating customer experiences, leading high‑performing teams, and driving operational excellence, brighthush is the place for you.

Role Overview

As a Customer Service Supervisor – Remote, you will lead a team of customer service representatives who provide critical support to our clients and partners. You will be responsible for coaching, performance monitoring, and escalation management, ensuring that every interaction meets brighthush’s high standards for quality, compliance, and customer satisfaction. This role requires strong analytical skills, a deep understanding of healthcare regulations, and the ability to thrive in a fast‑paced, technology‑driven environment.

Key Responsibilities

• Team Leadership & Coaching: Mentor and develop a diverse group of customer service agents, fostering a culture of continuous improvement and high engagement.
• Performance Management: Track key metrics (e.g., CSAT, AHT, first‑contact resolution), conduct regular performance reviews, and implement corrective action plans when necessary.
• Escalation Management: Resolve complex customer issues, coordinate with cross‑functional teams (e.g., billing, compliance, IT), and ensure timely resolution.
• Process Improvement: Analyze call data, identify trends, and recommend process enhancements to increase efficiency and customer satisfaction.
• Compliance & Quality Assurance: Ensure all interactions adhere to HIPAA regulations, brighthush policies, and industry best practices.
• Technology Utilization: Leverage tools such as Verint, CC Pulse, Amazon Connect, AI Companion, and Microsoft Office Suite to optimize workflow and reporting.
• Shift Flexibility: Adapt to varying shift schedules, including evenings, weekends, and holidays, to meet business needs.
• Reporting & Analytics: Prepare detailed reports for senior leadership, highlighting trends, opportunities, and actionable insights.
• Team Collaboration: Partner with HR, Training, and Operations to align staffing, training, and performance goals.

Essential Qualifications

• High school diploma or GED (Bachelor’s degree preferred).
• Minimum of 1 year of supervisory or leadership experience in a customer service environment.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and collaboration tools (Teams).
• Experience with call center platforms such as Verint, CC Pulse, and Amazon Connect.
• Knowledge of HIPAA regulations and healthcare compliance standards.
• Analytical mindset with the ability to interpret data and drive decisions.
• Flexibility to work beyond standard shift hours, including nights, weekends, and holidays.
• Fluency in English (additional languages are a plus).

Preferred Qualifications

• Experience in the health insurance or pharmacy benefit management industry.
• Familiarity with AI‑powered customer service tools (e.g., AI Companion).
• Certified Customer Service Manager (CCSM) or similar credential.
• Track record of implementing process improvements that result in measurable performance gains.
• Strong project management skills and ability to lead cross‑functional initiatives.

Key Skills & Competencies

• Leadership & Team Development
• Customer Experience Management
• Data Analysis & Reporting
• Compliance & Regulatory Knowledge (HIPAA)
• Problem‑Solving & Decision Making
• Communication & Interpersonal Skills
• Technology Proficiency (Verint, CC Pulse, Amazon Connect, AI Companion, Microsoft Office)
• Adaptability & Resilience
• Time Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve with you. As a Customer Service Supervisor, you’ll have access to:

• Leadership development programs that prepare you for higher management roles.
• Mentorship from senior leaders across the organization.
• Cross‑functional projects that broaden your skill set and industry knowledge.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Clear performance metrics and promotion pathways aligned with your career goals.

Work Environment & Culture at brighthush

Our remote work model is designed to support flexibility and productivity. You’ll enjoy:

• Fully equipped home office stipend.
• Regular virtual team building events and wellness initiatives.
• Inclusive culture that values diverse perspectives and fosters belonging.
• Transparent communication from leadership and open channels for feedback.
• Commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote customer service supervisors.
• Performance‑based bonuses tied to team metrics and business objectives.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (vacation, sick leave, personal days).
• Tuition reimbursement for approved professional development courses.
• Employee assistance program and mental health resources.
• Wellness stipend and access to virtual fitness classes.

How to Apply

If you are ready to lead a high‑performing customer service team, drive operational excellence, and make a meaningful impact in the health and wellness industry, we encourage you to apply today. Join brighthush and help shape the future of patient‑centric care.

To submit your application, please click the link below and complete the online application process. We look forward to reviewing your candidacy and exploring how you can contribute to our mission of improving health outcomes for millions of people worldwide.