Customer Solutions Supervisor – Remote Team Leadership & Escalation Management in the Home‑Improvement Tech Space

About brighthush

brighthush is a trailblazer in the home‑improvement technology sector, delivering cutting‑edge software and process‑management solutions that empower homeowners, contractors, and service providers to streamline installations, track progress, and ensure quality. With a mission to make every home improvement project smoother, faster, and more transparent, brighthush has grown from a niche startup to a national leader, serving thousands of customers across the United States. Our culture is built on innovation, collaboration, and a relentless focus on customer success. We believe that great people create great products, and we’re committed to fostering an environment where every team member can thrive, learn, and make a real impact.

Position Overview

As a Customer Solutions Supervisor at brighthush, you will be the linchpin between our high‑performing remote support team and the broader customer success organization. You will guide, coach, and inspire a group of dedicated customer service professionals, ensuring that every interaction reflects brighthush’s commitment to excellence. Your leadership will directly influence customer satisfaction scores, first‑time‑resolution rates, and the overall health of our support ecosystem. If you thrive in a fast‑paced, data‑driven environment and enjoy turning complex challenges into streamlined solutions, this role is for you.

Key Responsibilities

• Team Leadership & Development: Manage a remote team of 8–12 customer support agents, providing daily coaching, performance feedback, and career development plans.
• Escalation Management: Serve as the primary point of contact for high‑severity tickets, coordinating cross‑functional resources to resolve issues within SLA.
• Performance Monitoring: Track key metrics (CSAT, NPS, AHT, FCR, SLA compliance) and implement continuous improvement initiatives.
• Process Optimization: Collaborate with product, engineering, and operations to refine support workflows, knowledge base content, and automation scripts.
• Quality Assurance: Conduct regular call reviews, provide constructive feedback, and maintain a culture of quality and accountability.
• Reporting & Analytics: Generate weekly and monthly reports for senior leadership, highlighting trends, risks, and opportunities.
• Stakeholder Collaboration: Partner with Sales, Marketing, and Product teams to align customer feedback with roadmap priorities.
• Compliance & Governance: Ensure adherence to data privacy regulations, internal policies, and industry best practices.

Essential Qualifications

• Minimum 3 years of experience in a call center or customer support environment, with at least 1 year in a supervisory or team‑lead capacity.
• Proven track record of managing escalations and driving resolution metrics in a remote setting.
• Strong analytical mindset with the ability to interpret data, identify root causes, and recommend actionable improvements.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and case‑management tools.
• Reliable high‑speed internet connection and a quiet, dedicated home workspace.
• High emotional intelligence, conflict‑resolution aptitude, and a customer‑centric attitude.
• Bachelor’s degree in Business, Communications, or a related field preferred.

Preferred Qualifications

• Experience in the home‑improvement, construction, or related technology industry.
• Knowledge of project management methodologies (Agile, Scrum, Kanban).
• Experience with workforce management tools (e.g., NICE, Genesys, Talkdesk).
• Prior exposure to remote team management platforms (e.g., Slack, Microsoft Teams, Zoom).
• Certifications in Customer Experience (CX), Six Sigma, or related disciplines.

Skills & Competencies

• Leadership & Coaching: Ability to motivate, mentor, and develop a high‑performing remote team.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Data‑Driven Decision Making: Leverage metrics to drive continuous improvement.
• Customer Advocacy: Champion the customer voice across the organization.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Collaboration: Work effectively with cross‑functional teams in a distributed setting.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared responsibility. As a Customer Solutions Supervisor, you will have access to:

• Leadership development programs, including mentorship from senior executives.
• Paid training courses and certifications in customer experience, data analytics, and project management.
• Cross‑functional rotation opportunities to broaden your skill set and network.
• Annual performance bonuses tied to team and individual KPIs.
• Clear promotion pathways to roles such as Senior Customer Success Manager, Director of Customer Experience, or VP of Customer Operations.

Work Environment & Company Culture

brighthush is proud to offer a fully remote, flexible work model that empowers employees to balance professional responsibilities with personal life. Our culture is defined by:

• Inclusivity & Diversity: A vibrant community where every voice is heard and valued.
• Innovation: A flat hierarchy that encourages experimentation and rapid iteration.
• Well‑Being: Comprehensive wellness programs, mental health resources, and regular virtual team‑building events.
• Recognition: Monthly shout‑outs, peer‑to‑peer awards, and a transparent recognition platform.
• Community Impact: Volunteer opportunities and partnerships with local charities to give back to the communities we serve.

Compensation & Benefits

Base Salary: USD 47,840 – 49,920 per year (competitive within the industry and commensurate with experience).

Benefits Package

• 401(k) plan with company match up to 4%.
• Generous paid time off (PTO) plus paid holidays.
• Health, dental, and vision insurance with a flexible benefits marketplace.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) for mental health support.
• Annual company retreat and quarterly virtual social events.

How to Apply

Ready to lead a dynamic team and shape the future of customer experience at brighthush? Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. We look forward to exploring how your expertise can help us continue to deliver exceptional service to homeowners and professionals alike.