Dynamic Customer Care Supervisor – Remote Leadership Role Driving Service Excellence & Team Performance at brighthush

About brighthush – Pioneering the Future of Automotive Commerce

At brighthush, we are reshaping how drivers, dealers, and consumers interact with the automotive ecosystem. Leveraging cutting‑edge technology, data‑driven insights, and a relentless focus on the customer journey, brighthush delivers seamless experiences that simplify buying, owning, and selling vehicles. Our portfolio of iconic consumer platforms and industry‑leading dealer solutions empowers millions of users worldwide, and our people are the engine behind that transformation. Join a purpose‑driven organization where innovation, collaboration, and a people‑first culture are not just buzzwords—they’re the daily reality.

Why This Role Matters

The Supervisor, Customer Care is the cornerstone of brighthush’s commitment to world‑class service. You will lead a high‑performing remote team, shape the strategic direction of our customer engagement channels, and ensure every interaction reflects brighthush’s promise of reliability, empathy, and efficiency. Your leadership will directly influence customer satisfaction scores, retention rates, and the overall health of our brand reputation.

Key Responsibilities

• Team Leadership & Supervision: Directly manage a remote Customer Care team operating within a call‑center environment, fostering a culture of accountability, continuous improvement, and exceptional service delivery.
• Performance Management: Set clear performance objectives, monitor key metrics (e.g., first‑call resolution, average handle time, CSAT), and implement coaching plans to elevate individual and team results.
• Issue Resolution & Escalation: Serve as the primary escalation point for complex technical, procedural, or customer‑experience challenges, ensuring swift, professional, and sustainable resolutions.
• Quality Assurance: Conduct live and recorded call reviews, provide actionable feedback, and maintain rigorous quality standards that align with brighthush’s service benchmarks.
• Process Optimization: Identify bottlenecks, recommend process enhancements, and collaborate with cross‑functional partners to drive cost‑effective, scalable solutions.
• Customer Advocacy: Engage directly with customers to understand pain points, gather insights, and translate feedback into product and service improvements.
• Project Management: Lead or contribute to department‑wide initiatives, such as new channel rollouts, training programs, or technology integrations.
• Schedule & Attendance Oversight: Ensure adherence to shift schedules, breaks, and shift‑end procedures, while balancing operational coverage needs.
• Compliance & Safety: Uphold Department of Transportation (DOT) compliance standards and internal controls, safeguarding both customers and brighthush assets.

Essential Qualifications

• High School Diploma/GED plus a minimum of 5 years of relevant experience in customer service, call‑center operations, or a related field. Alternative pathways—such as a bachelor’s degree with 3 years of experience, a master’s degree with 1 year, or a Ph.D. with up to 1 year—are also acceptable.
• Demonstrated analytical thinking: ability to dissect complex problems, develop root‑cause analyses, and propose data‑driven solutions using flowcharts, diagrams, or other analytical tools.
• Strong business acumen: understanding of economic, financial, and market trends, and the ability to translate those insights into actionable strategies for the Customer Care function.
• Proficiency in business process management: experience mapping, evaluating, and redesigning workflows to eliminate inefficiencies and improve service delivery.
• Customer‑focused mindset: proven track record of gathering customer insights, removing service barriers, and driving initiatives that enhance the overall experience.
• Exceptional multitasking abilities: skill in juggling competing priorities, aligning stakeholder expectations, and delivering results on time.
• Excellent verbal and written communication skills, with a talent for influencing and motivating remote teams.

Preferred Qualifications & Attributes

• Bachelor’s degree in Business Administration, Communications, or a related discipline (highly desired).
• Prior experience within the automotive technology or related industry, preferably at a company similar to brighthush.
• Meticulous attention to detail: ability to produce error‑free work, develop checklists, and assess the impact of inaccuracies.
• Advanced internal controls knowledge: experience conducting audits, ensuring regulatory compliance, and safeguarding company assets.
• Technology savviness: comfort with modern CRM platforms, workforce management tools, and emerging tech that can streamline customer interactions.
• Demonstrated success in leading remote or hybrid teams, with a focus on fostering engagement and high morale.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain talent in a virtual environment.
• Data‑Driven Decision Making: Proficiency with reporting dashboards, KPI analysis, and performance tracking.
• Conflict Resolution: Skilled at de‑escalating tense situations and turning dissatisfied customers into brand advocates.
• Process Improvement: Lean, Six Sigma, or similar methodologies are a plus.
• Strategic Thinking: Vision to align day‑to‑day operations with brighthush’s long‑term service objectives.
• Adaptability: Comfortable navigating fast‑changing environments and adopting new technologies quickly.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Supervisor, you will have access to:

• Leadership development programs tailored for emerging managers.
• Cross‑functional mentorship with senior leaders in product, technology, and operations.
• Certification support for industry‑recognized credentials (e.g., ITIL, Six Sigma, Certified Customer Service Manager).
• Opportunities to transition into senior management roles such as Customer Care Manager, Operations Director, or even broader corporate leadership positions.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Inclusion, and Impact. At brighthush you will experience:

• Remote‑First Flexibility: Work from anywhere within the United States, with a robust digital collaboration suite that keeps you connected to teammates and leaders.
• People‑Centric Values: A supportive environment where diverse perspectives are celebrated, and every voice matters.

• Recognition & Rewards: Regular acknowledgment of achievements through awards, spot bonuses, and public celebrations.
• Wellness Focus: Access to mental‑health resources, virtual fitness classes, and a generous wellness stipend.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $67,100 – $100,700 annually, calibrated based on location, experience, and demonstrated expertise.
• Performance Incentives: Eligibility for quarterly or annual bonus programs tied to individual, team, and company performance.
• Flexible Paid Time Off: Unlimited vacation policy (subject to business needs), seven paid holidays, and up to 160 hours of paid wellness days each year.
• Additional Leave: Bereavement, voting, jury duty, volunteer, military, and parental leave options.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for employees and dependents.
• Retirement Planning: 401(k) plan with company match to help you build long‑term financial security.
• Learning Stipends: Annual budget for courses, conferences, or certifications of your choice.
• Technology Allowance: Home office equipment stipend to ensure you have a productive remote workspace.

Drug‑Free Workplace Policy

All candidates must successfully complete a pre‑employment drug test. While brighthush does not test for marijuana for this role, we maintain a drug‑free environment in accordance with federal and state regulations. Possession, use, or influence of illegal substances during work hours or on company property is strictly prohibited.

How to Apply

If you are ready to lead a dynamic team, champion customer excellence, and grow your career within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and become part of the brighthush family.

Apply To This Job

Join brighthush – Make an Impact Every Day

At brighthush, your work directly influences the experiences of millions of drivers and dealers worldwide. By guiding a talented Customer Care team, you will help shape the future of automotive commerce, ensuring that every interaction reflects our commitment to quality, safety, and innovation. Take the next step in your leadership journey—apply today and help us drive the next wave of industry transformation.