Customer Service Supervisor – Virtual Team Leadership & Continuous Improvement Expert (Remote, Brighthush)

About Brighthush

Brighthush is a forward‑thinking, customer‑centric organization that thrives on innovation, collaboration, and a relentless focus on delivering exceptional experiences. With a global footprint and a culture that values diversity, inclusion, and continuous learning, Brighthush empowers its people to grow, innovate, and make a real impact on the lives of our customers and communities.

Position Overview

As a Customer Service Supervisor at Brighthush, you will be the catalyst that transforms a virtual team of 20+ Patient Care Advocates (PCAs) into a high‑performing, customer‑obsessed unit. You will blend servant‑leadership principles with data‑driven decision making to coach, develop, and motivate your team to exceed service delivery and quality standards. Your role will be pivotal in ensuring that every member and client interaction reflects Brighthush’s commitment to excellence, empathy, and continuous improvement.

Why Brighthush?

Brighthush is more than a workplace—it’s a community where ideas flourish, careers accelerate, and every voice matters. We offer:

• Remote‑first flexibility with a supportive home‑office infrastructure
• Competitive salary range of $51,700 – $86,100, commensurate with experience and location
• Annual bonus potential and performance‑based incentives
• Comprehensive health benefits (medical, vision, dental, behavioral health) from day one
• 401(k) with company match, paid life insurance, and tuition reimbursement
• Generous paid time off (minimum 18 days), holidays, and leave options
• Ongoing professional development, mentorship programs, and career‑pathing opportunities
• Inclusive culture that celebrates diverse perspectives and fosters belonging

Key Responsibilities

• Team Leadership & Development: Lead daily operations of a virtual PCA team, coaching them to meet and exceed individual and team targets.
• Performance Management: Conduct regular one‑on‑one meetings to recognize achievements, provide constructive feedback, and create actionable improvement plans.
• Quality Assurance: Execute proactive call monitoring, data analysis, and trend identification to maintain high service standards.
• Metrics & Reporting: Leverage real‑time workforce and performance tools to share insights with Workforce Management and senior leadership.
• Continuous Improvement: Identify root causes of service challenges, develop mitigation plans, and drive process enhancements across the department.
• Cross‑Functional Collaboration: Partner with Employee Relations, Workforce Management, Training, Coaching, Quality, and Operations to align on customer experience goals.
• Employee Retention & Engagement: Foster an inclusive environment that values diverse perspectives, promotes professional growth, and reduces turnover.
• Operational Resilience: Respond to escalations, staffing fluctuations, system issues, and other disruptions with swift, effective solutions.
• Strategic Execution: Work closely with the Senior Manager to implement the operational strategy and drive day‑to‑day excellence.

Essential Qualifications

• High School Diploma or GED (required).
• Minimum 1 year of formal or informal leadership experience (team lead, SME, mentor, trainer, or supervisor).
• Strong coaching background with a proven ability to develop talent.
• Experience in a customer service environment, preferably virtual or remote.
• Innovative, strategic, and creative thinking with a focus on continuous process improvement.
• Professional handling of difficult conversations and conflict resolution.
• Highly collaborative mindset with the ability to influence cross‑functional teams.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).
• Ability to interpret operational reports, identify root causes, and translate findings into measurable action plans.
• Flexibility to work outside the normal shift (Tuesday – Saturday, 3:00 PM – 12:00 AM EST) when needed.
• Demonstrated ability to lead, engage, and maintain accountability across a virtual or geographically dispersed team.
• Experience addressing performance concerns, documenting coaching, and administering corrective action.
• Proven track record of leading teams through process, technology, client, or organizational changes.

Preferred Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field.
• Experience in the healthcare or commercial market sector.
• Knowledge of workforce management tools and performance analytics platforms.
• Certified in coaching or leadership development.
• Experience with remote team management and virtual collaboration tools.

Skills & Competencies

• Servant‑leadership mindset: placing team and customer needs first.
• Data‑driven decision making: using metrics to guide strategy and improvement.
• Adaptability: thriving in a fast‑paced, evolving environment.
• Empathy & emotional intelligence: building trust and rapport with diverse stakeholders.
• Strategic thinking: aligning day‑to‑day operations with long‑term goals.
• Problem‑solving: identifying root causes and implementing sustainable solutions.
• Communication: clear, concise, and persuasive across all levels.
• Technology fluency: comfortable with virtual collaboration and performance tools.

Career Growth & Learning Opportunities

At Brighthush, your career trajectory is designed to be dynamic and rewarding. As a Customer Service Supervisor, you will:

• Progress to senior supervisory or managerial roles within the Customer Experience or Commercial Market divisions.
• Access leadership development programs, mentorship, and coaching to sharpen your strategic and operational skills.
• Participate in cross‑functional projects that broaden your business acumen and network.
• Earn certifications in customer experience, coaching, or project management through our tuition reimbursement program.
• Take advantage of internal mobility to explore roles in training, quality assurance, or workforce management.

Work Environment & Company Culture

Brighthush champions a culture of transparency, collaboration, and continuous learning. Our remote‑first approach means:

• Flexible work arrangements that support work‑life balance.
• Regular virtual town halls, team‑building events, and peer recognition programs.
• Inclusive policies that celebrate diversity and promote belonging.
• Access to cutting‑edge technology and resources that enable high‑quality service delivery.
• A supportive environment where ideas are heard, feedback is constructive, and success is celebrated.

Compensation & Benefits

Brighthush offers a competitive compensation package that includes:

• Base salary range: $51,700 – $86,100 annually, based on experience and location.
• Annual bonus potential tied to individual and team performance.
• Health, dental, vision, and behavioral health coverage from day one.
• 401(k) with company match and financial planning resources.
• Paid life insurance and disability coverage.
• Tuition reimbursement for approved courses and certifications.
• Paid time off: minimum 18 days, plus holidays and leave options.
• Remote work stipend and equipment support.
• Employee wellness programs, including fitness subsidies and mental health resources.

How to Apply

Ready to lead a high‑performing virtual team and drive customer excellence at Brighthush? Submit your application through our careers portal. We look forward to learning how your passion, experience, and leadership style can help us elevate the customer experience and support our team’s growth.

Closing Statement

At Brighthush, we believe that exceptional customer service starts with exceptional people. If you are a motivated, data‑savvy leader who thrives in a collaborative, remote environment and is committed to continuous improvement, we invite you to join our mission of delivering outstanding experiences to our members and clients. Apply today and become part of a team that values innovation, inclusion, and impact.