Customer Support Team Lead – Remote, US (Any City, OK, US, 99999)

About brighthush and the Future of Healthcare Support

At brighthush, we believe that the heart of every great medical breakthrough lies in the people who bring those breakthroughs to patients every day. Our mission is to empower healthcare organizations with the most reliable, responsive, and innovative customer support solutions in the industry. By combining cutting‑edge technology with a culture of empathy and continuous improvement, we help our partners deliver seamless experiences to patients, providers, and payers alike.

As a global leader in healthcare support services, brighthush is committed to fostering a workplace where flexibility, learning, and career growth are not just buzzwords—they’re the foundation of our success. Whether you’re a seasoned professional or an emerging talent, you’ll find a place at brighthush where your expertise is valued, your voice is heard, and your career trajectory is shaped by real opportunities.

Why This Role Matters

The Customer Support Team Lead is the linchpin that keeps our remote, high‑volume support operations running smoothly. In this role, you’ll be the catalyst for excellence—guiding a distributed team of customer service representatives, ensuring that every interaction meets our stringent quality, compliance, and productivity standards. Your leadership will directly influence the satisfaction of our clients and the overall success of brighthush’s mission to transform healthcare support.

Key Responsibilities

• Daily Leadership & Coaching: Provide real‑time guidance, feedback, and mentorship to a team of 15–25 remote customer support agents. Conduct daily huddles, one‑on‑one coaching sessions, and performance reviews to foster growth and accountability.
• Escalation Management: Serve as the first point of escalation for complex customer inquiries, ensuring timely resolution while maintaining compliance with industry regulations.
• Performance Monitoring: Track and analyze key metrics—average handle time, first‑contact resolution, quality scores, and schedule adherence—to identify trends, spot gaps, and recommend actionable improvements.
• Cross‑Functional Collaboration: Partner with Operations, Quality Assurance, Training, Workforce Management, and Product teams to align on service level objectives, process enhancements, and technology integrations.
• Process & Knowledge Management: Lead initiatives to update SOPs, create knowledge base articles, and roll out new tools or scripts that streamline agent workflows and elevate customer experience.
• Onboarding & Development: Design and execute onboarding programs for new hires, ensuring they quickly reach proficiency. Champion continuous learning through workshops, webinars, and skill‑building exercises.
• Compliance & Quality Assurance: Maintain rigorous adherence to regulatory standards (HIPAA, GDPR, etc.) and internal quality benchmarks. Conduct regular audits and provide constructive feedback to agents.
• Team Culture & Engagement: Foster a positive, inclusive, and high‑energy remote work environment. Organize virtual team‑building activities, recognition programs, and open forums for feedback.
• Reporting & Analytics: Prepare weekly and monthly reports for senior leadership, highlighting achievements, challenges, and strategic recommendations.

Essential Qualifications

• Minimum of 3 years of progressive experience in customer service, contact center operations, or a related field within healthcare, Medicaid, or eligibility services.
• Demonstrated leadership experience—Team Lead, Senior Representative, Acting Supervisor, or similar role—preferably in a remote or distributed environment.
• Strong coaching, communication, and conflict‑resolution skills, with a proven ability to motivate and develop high‑performing teams.
• Proficiency in performance metrics analysis, quality assurance processes, and service‑level management.
• Self‑starter with excellent organizational skills, capable of juggling multiple priorities while maintaining a focus on quality and compliance.
• Proficiency with contact center platforms (e.g., Genesys, Five9, NICE), CRM systems, and Microsoft Office Suite.
• Knowledge of healthcare regulations (HIPAA, HITECH, etc.) and experience handling sensitive patient data is highly desirable.

Preferred Qualifications

• Experience with workforce management tools (e.g., NICE Workforce, Verint) and scheduling optimization.
• Background in process improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Previous exposure to training development, curriculum design, or instructional technology.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Multilingual capabilities or experience serving diverse patient populations.

Skills & Competencies for Success

• Leadership & Influence: Ability to inspire trust, set clear expectations, and drive results in a virtual setting.
• Customer‑Centric Mindset: A genuine passion for solving problems and delivering exceptional service to patients and partners.
• Adaptability: Thrive in a fast‑moving environment where priorities shift quickly and new challenges arise daily.
• Data‑Driven Decision Making: Use metrics and analytics to inform strategy, measure impact, and continuously improve processes.
• Collaboration: Work seamlessly with cross‑functional teams, bridging gaps between operations, quality, training, and technology.
• Technical Proficiency: Comfortable navigating multiple software platforms, troubleshooting issues, and leveraging technology to enhance agent performance.
• Communication: Clear, concise, and persuasive communication across all levels—from frontline agents to executive stakeholders.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Support Team Lead, you’ll have access to:

• Leadership Academy: Structured programs covering coaching, conflict resolution, and strategic thinking.
• Technical Training: Courses on emerging contact center technologies, data analytics, and healthcare compliance.
• Mentorship: Pairing with senior leaders to guide your career path and broaden your skill set.
• Cross‑Functional Projects: Opportunities to lead initiatives that span multiple departments, expanding your influence and expertise.
• Global Exposure: Collaborate with teams across different time zones, gaining a broader perspective on international healthcare support.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and inclusion. Our remote-first model means you can work from anywhere in the United States, supported by:

• Flexible scheduling that respects work‑life balance.
• Regular virtual town halls, team check‑ins, and social events to keep the community connected.
• A transparent communication style that encourages feedback and continuous improvement.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

While the base salary for this role ranges from $39,100 to $55,900 annually, the final offer will reflect your experience, skills, and geographic location. In addition to competitive pay, you’ll enjoy:

• Comprehensive health benefits—medical, dental, and vision coverage for you and your dependents.
• 401(k) retirement plan with employer match.
• Generous paid time off, including flexible vacation and sick leave.
• Employee wellness programs—mental health resources, fitness stipends, and wellness challenges.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to a robust learning platform with courses in leadership, technology, and industry best practices.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to lead, inspire, and transform the customer support experience at brighthush? Submit your application through our Careers portal and join a team that’s redefining healthcare support.

Apply to this role now

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, disability, or any other protected characteristic.