Customer Service Supervisor – Team Leadership, Process Optimization, and Customer Experience Excellence

About brighthush

brighthush is a leading provider of innovative insurance solutions that empower businesses and individuals to protect their futures. With a legacy that dates back to 1904, we have grown into one of the most financially stable and trusted mutual insurance companies in the United States. Our commitment to excellence, integrity, and community has earned us recognition on Forbes’ lists of America’s Best Midsize Employers and Best Employers for New Graduates, as well as Newsweek’s America’s Greatest Workplaces for Women and Diversity. At brighthush, we believe that our people are the heart of our success, and we invest heavily in their professional growth, well‑being, and long‑term prosperity.

Why This Role Matters

As a Customer Service Supervisor, you will be the linchpin that connects our frontline agents to the broader business strategy. You will shape the customer experience, drive operational excellence, and cultivate a high‑performing team that consistently delivers exceptional service. Your leadership will directly influence customer satisfaction scores, retention rates, and the overall brand reputation of brighthush.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and motivate a diverse team of customer service representatives in a fast‑paced call center environment. Conduct regular one‑on‑one meetings, performance reviews, and skill‑gap analyses to foster continuous improvement.
• Process & Standards Management: Design, implement, and refine customer service standards and best practices. Ensure all team members adhere to established protocols, quality metrics, and compliance requirements.
• Quality & Performance Analytics: Collect, analyze, and interpret call center data to identify trends, root causes, and opportunities for improvement. Present actionable insights to senior leadership and collaborate on corrective action plans.
• Operational Oversight: Schedule staff shifts, manage workforce availability, and track key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Issue Escalation & Resolution: Serve as the escalation point for complex, sensitive, or high‑impact customer inquiries. Apply diplomatic communication skills to resolve disputes and maintain brand integrity.
• Policy & Procedure Implementation: Translate corporate policies into actionable procedures for the team. Ensure consistent application across all customer interactions.
• Budget & Expense Management: Assist in preparing the customer service budget, monitor operating expenses, and recommend cost‑effective solutions without compromising service quality.
• Technology & System Proficiency: Maintain up‑to‑date knowledge of telecommunication systems, call center software, and emerging technologies that enhance customer engagement.
• Cross‑Functional Collaboration: Partner with Sales, Claims, and Product teams to align customer service initiatives with broader business objectives.
• Continuous Improvement: Champion a culture of continuous improvement by encouraging innovation, sharing best practices, and staying abreast of industry trends.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience.
• Minimum of 5 years of progressive experience in a customer service environment, with at least 2 years in a supervisory or team‑lead role.
• Demonstrated ability to lead and inspire teams in a high‑volume, fast‑moving call center setting.
• Strong analytical skills: proficiency in data analysis, trend identification, and performance reporting.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency in using call center software, CRM platforms, and Microsoft Office Suite.
• Experience with insurance processes, procedures, and systems is highly beneficial.
• Availability to work flexible hours, including nights, weekends, and holidays, as required by business needs.

Preferred Qualifications

• Proficiency in Spanish (or another language) is a plus, enhancing our ability to serve a diverse customer base.
• Experience with workforce management tools and scheduling software.
• Knowledge of regulatory compliance and industry standards related to insurance and customer service.
• Prior exposure to continuous improvement methodologies such as Lean or Six Sigma.

Key Skills & Competencies

• Leadership & Team Building
• Strategic Thinking & Problem Solving
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Change Management
• Conflict Resolution & Diplomacy
• Time Management & Prioritization
• Technology Savvy & Quick Learning

Career Growth & Learning Opportunities

At brighthush, we believe in unlocking your full potential. As a Customer Service Supervisor, you will have access to:

• brighthush University: A comprehensive learning platform offering courses in leadership, communication, and industry‑specific knowledge.
• Tuition Reimbursement: Support for continuing education and professional certifications.
• Mentorship Programs: Pairing with senior leaders to accelerate career development.
• Cross‑Functional Projects: Opportunities to collaborate with Sales, Claims, and Product teams, broadening your skill set.
• Leadership Tracks: Structured pathways to advance into higher management roles within the organization.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Our hybrid work model blends the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate diversity, encourage open dialogue, and reward creativity. Our employees enjoy:

• Optional work from home on Mondays and Fridays, with in‑office collaboration Tuesdays through Thursdays.
• State‑of‑the‑art technology and tools to support both remote and on‑site productivity.
• Regular team‑building events, wellness programs, and community service initiatives.
• A supportive environment that values work‑life balance and personal growth.

Compensation, Perks, and Benefits

While specific salary ranges are competitive and commensurate with experience, we also offer a robust benefits package designed to support your professional and personal life:

• Comprehensive medical, dental, and vision coverage.
• Parental leave, pet insurance, caregiver leave, and wellness resources.
• Flexible Spending Accounts (HSA, FSA, Dependent Care FSA).
• Generous Paid Time Off (PTO) and Paid Volunteer Time Off (VTO).
• 100% company match on the first 8% of your 401(k) contributions, with immediate vesting.
• Meal stipends or cafeteria allowances, depending on location.
• Access to brighthush Foundation initiatives supporting community outreach and charitable giving.

How to Apply

Ready to take the next step in your career and help shape the future of customer experience at brighthush? Submit your application through our careers portal or click the link below:

Apply to this Job

Join brighthush Today

We’re excited to welcome a passionate, results‑driven Customer Service Supervisor to our team. If you thrive in a dynamic environment, enjoy leading high‑performing teams, and are committed to delivering world‑class service, we want to hear from you. Together, we’ll continue to build a legacy of trust, innovation, and community impact.

For any questions, feel free to reach out to Erin Haddaway at [email protected]. We look forward to exploring how you can contribute to brighthush’s success.

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.