Customer Service Supervisor – Virtual Team Leadership & Operational Excellence in Healthcare Support

About brighthush

brighthush is a forward‑thinking leader in the healthcare and commercial insurance space, dedicated to transforming the way people experience health and wellness. With a culture rooted in empathy, innovation, and continuous improvement, we empower our teams to deliver world‑class service while fostering a collaborative, inclusive, and growth‑oriented environment. Whether you’re working from home or in one of our vibrant hubs, you’ll find a place where your ideas matter, your career can flourish, and your impact is felt across the entire organization.

Why Join brighthush?

• Mission‑Driven Impact: Every day you’ll help patients, members, and clients navigate complex health journeys, ensuring they receive the support they need with compassion and expertise.
• Dynamic Virtual Culture: Work with a geographically dispersed team of passionate advocates, leveraging cutting‑edge technology to stay connected, engaged, and productive.
• Career Growth & Learning: Access to structured leadership development programs, mentorship, and cross‑functional projects that accelerate your professional trajectory.
• Competitive Compensation & Benefits: A comprehensive package that includes a base salary, annual bonus potential, health & wellness benefits, retirement plans, tuition reimbursement, and generous paid time off.
• Inclusive & Supportive Environment: We celebrate diversity, champion equity, and provide resources for mental health, well‑being, and work‑life balance.

Key Responsibilities

As a Customer Service Supervisor at brighthush, you will be the catalyst for excellence within a virtual team of 20+ Patient Care Advocates (PCAs). Your leadership will ensure that every member of the team delivers a warm, expert experience to our Commercial Market members and clients.

• Team Leadership & Development: Coach, mentor, and inspire a remote team, conducting regular one‑on‑ones that celebrate wins, build skills, and set clear, actionable follow‑up plans.
• Operational Excellence: Partner with the Senior Manager to translate strategic objectives into daily operational plans, ensuring service and quality goals are met or exceeded.
• Performance Management: Use real‑time tools such as brighthush Verint and CC Pulse to monitor call quality, identify trends, and develop data‑driven action plans that sustain high performance.
• Barrier Removal: Identify and eliminate obstacles that hinder team productivity—whether they’re related to training, technology, or process—and collaborate with cross‑functional partners to provide the necessary resources.
• Culture & Engagement: Foster an inclusive environment where every voice is heard, driving retention and engagement through recognition, career growth opportunities, and a sense of belonging.
• Continuous Improvement: Lead initiatives that enhance the customer experience, partnering with Quality, Workforce Management, and other stakeholders to implement best practices.
• Escalation Management: Respond swiftly to escalations, staffing gaps, and system issues, ensuring minimal impact on service levels and maintaining client satisfaction.
• Data & Insight Sharing: Analyze operational reports, root cause findings, and performance metrics to inform leadership and drive strategic decisions.

Essential Qualifications

• High School Diploma or GED.
• Minimum of 1 year of leadership experience in a customer‑service or call‑center environment (e.g., RTL, SME, mentor, trainer, or supervisor).
• Exceptional written and verbal communication skills, with the ability to handle difficult conversations with care and professionalism.
• Strong analytical mindset: ability to read operational reports, uncover root causes, and translate findings into measurable action plans.
• Collaborative style with proven influence across cross‑functional teams.
• Creative, strategic thinker focused on continuous improvement and operational excellence.
• Working knowledge of HIPAA, brighthush quality standards, and compliance requirements.
• Proficiency with brighthush Office suite (Outlook, Teams, Word, Excel, PowerPoint).
• Flexibility to work beyond normal shift hours during peak periods or urgent needs.

Preferred Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field.
• Strong coaching background with a track record of developing high‑performing teams.
• Experience leading and engaging a virtual or geographically dispersed team.
• Experience managing attendance, schedule adherence, occupancy, staffing, and service levels.
• Experience addressing performance concerns, documenting coaching, administering corrective action, and partnering with Employee Relations or Human Resources.
• Experience leading teams through process, technology, client, or organizational change.
• Experience managing client expectations, service commitments, or performance guarantees.
• Proficiency with brighthush Verint, brighthush Connect, and AI‑enabled tools such as brighthush Companion.

Technical & Remote Work Requirements

For remote or hybrid roles, a reliable internet connection is essential. Candidates must use a cable broadband or fiber‑optic service provider with a minimum download speed of 10 Mbps and upload speed of 5 Mbps to ensure seamless communication and data transfer.

Compensation & Benefits

• Base Salary: $51,700 – $86,100 annually, commensurate with experience and geographic location.
• Annual Bonus: Eligible for a performance‑based bonus plan.
• Health & Wellness: Comprehensive medical, vision, dental, and behavioral health coverage starting on day one.
• Retirement: 401(k) plan with company match.
• Life Insurance: Company‑paid life insurance.
• Professional Development: Tuition reimbursement and access to leadership training programs.
• Paid Time Off: Minimum of 18 days PTO per year, plus paid holidays and leave of absence options.
• Work‑Life Balance: Flexible scheduling and remote work options to support personal and professional commitments.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Service Supervisor, you will:

• Participate in a structured leadership development program that includes mentorship, coaching, and rotational assignments across business units.
• Lead cross‑functional projects that influence product development, quality improvement, and customer experience strategy.
• Earn certifications in customer service excellence, data analytics, and compliance to enhance your skill set.
• Advance into senior leadership roles such as Director of Customer Experience, Head of Virtual Operations, or VP of Service Excellence.

Work Environment & Company Culture

brighthush thrives on a culture of empathy, collaboration, and innovation. Our virtual teams are empowered to:

• Use state‑of‑the‑art technology to stay connected, share insights, and deliver seamless service.
• Participate in regular virtual town halls, team‑building activities, and wellness challenges.
• Contribute to community outreach and volunteer initiatives that align with our mission to improve lives.
• Access a robust internal knowledge base and continuous learning resources.

How to Apply

Ready to make a meaningful impact and grow your career with brighthush? Click the link below to submit your application and join a team that values your expertise, supports your growth, and celebrates your successes.

Apply to this role at brighthush

Equal Opportunity Employer

brighthush is committed to creating an inclusive environment for all employees. We consider qualified applicants without regard to race, color, age, disability, sex, pregnancy, sexual orientation, gender identity, veteran status, religion, national origin, marital status, or any other characteristic protected by law.

Accessibility & Accommodations

If you require a reasonable accommodation to complete the application process, please contact our Accessibility Team at [email protected]. We are dedicated to ensuring a fair and inclusive hiring experience for everyone.

Join brighthush Today

As a Customer Service Supervisor, you will be at the heart of our mission to deliver exceptional care and support to our members and clients. Your leadership will shape the experience of our virtual team, drive operational excellence, and ultimately improve the lives of those we serve. If you are passionate about people, driven by data, and eager to lead with purpose, we invite you to apply and become part of the brighthush family.