Dynamic Customer Service Supervisor – Virtual Team Leadership, Quality Management, and Continuous Improvement in Healthcare Support

About brighthush and the Opportunity

brighthush is a forward‑thinking leader in the healthcare support industry, dedicated to delivering compassionate, high‑quality service to our commercial market members and clients. With a culture that champions innovation, collaboration, and personal growth, we empower our teams to make a real difference in people’s lives every day. We’re looking for a passionate, servant‑leadership‑oriented Customer Service Supervisor to join our virtual workforce and help us elevate the customer experience to new heights.

Why This Role Matters

As a Customer Service Supervisor at brighthush, you will coach and inspire a geographically dispersed team of Patient Care Advocates (PCAs). Your leadership will directly impact the quality of service our clients receive, the engagement of our team members, and the overall success of our operational strategy. You’ll be the bridge between frontline talent and senior leadership, ensuring that every advocate has the tools, training, and support they need to thrive.

Key Responsibilities

Team Leadership & Development

• Lead a virtual team of 20+ PCAs, setting clear performance expectations and driving daily service and quality goals.
• Conduct regular one‑on‑one coaching sessions that celebrate wins, identify skill gaps, and create actionable development plans.
• Foster a culture of accountability by sharing transparent metrics and expectations in team meetings.
• Champion diversity and inclusion, ensuring every voice is heard and valued.

Operational Excellence

• Monitor call quality and data trends using real‑time tools such as Verint and CC Pulse to spot service issues early.
• Develop and implement action plans that address root causes, improve performance, and sustain high service levels.
• Collaborate with Workforce Management, Training, Quality, and Employee Relations to keep our promises to customers and clients.
• Respond swiftly to escalations, staffing gaps, and system outages, maintaining seamless service delivery.

Continuous Improvement & Cross‑Functional Collaboration

• Partner with cross‑functional teams to identify opportunities for process, technology, and customer experience enhancements.
• Translate data insights into measurable improvement initiatives and share findings with leadership.
• Lead change management efforts, ensuring smooth adoption of new tools, policies, and procedures.

Essential Qualifications

• High School Diploma or GED.
• Minimum of 1 year of leadership experience (e.g., RTL, SME, mentor, trainer, or supervisor).
• Strong written and verbal communication skills, with the ability to handle difficult conversations with care and professionalism.
• Proficiency in reading operational reports, identifying root causes, and translating findings into actionable plans.
• Collaborative mindset with proven influence across cross‑functional teams.
• Creative, strategic thinker focused on continuous improvement.
• Working knowledge of HIPAA, brighthush quality standards, and compliance requirements.
• Proficient in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).
• Flexibility to work beyond normal shift hours during peak periods or urgent needs.

Preferred Qualifications

• Bachelor’s degree.
• Strong coaching background with measurable impact on team performance.
• 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 Verint, Amazon Connect, and AI‑enabled tools such as AI Companion.

Skills & Competencies for Success

• Leadership & Mentorship – Inspire, motivate, and develop high‑performing teams.
• Data‑Driven Decision Making – Leverage metrics and analytics to drive improvements.
• Communication – Articulate expectations, provide constructive feedback, and manage stakeholder relationships.
• Problem Solving – Identify root causes, develop solutions, and implement corrective actions.
• Adaptability – Thrive in a fast‑paced, virtual environment with evolving priorities.
• Customer‑Centric Mindset – Prioritize the needs of clients and advocate for their best interests.
• Technology Savvy – Comfortable using call‑center platforms, data dashboards, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Supervisor, you’ll have access to:

• Structured leadership development programs that prepare you for senior management roles.
• Mentorship from seasoned leaders across the organization.
• Continuous learning through webinars, workshops, and certifications in customer experience, data analytics, and change management.
• Opportunities to lead cross‑functional projects that influence company‑wide initiatives.
• Clear career pathways from Supervisor to Manager, Director, and beyond.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and flexible work environment. Key cultural pillars include:

• Servant Leadership – Leaders prioritize the growth and well‑being of their teams.
• Innovation – Continuous improvement and creative problem‑solving are embedded in our DNA.
• Work‑Life Balance – Flexible scheduling and remote work options support personal and professional commitments.
• Recognition & Celebration – Regular shout‑outs, awards, and team events celebrate achievements.
• Community Impact – We actively support community outreach and volunteer initiatives.

Compensation & Benefits

We offer a competitive salary range of $51,700 to $86,100 USD per year, commensurate with experience and location. In addition to base pay, you’ll be eligible for an annual bonus plan that rewards high performance.

Our comprehensive benefits package includes:

• Health, vision, and dental coverage starting on day one.
• Well‑being and behavioral health programs.
• 401(k) retirement plan with company match.
• Paid life insurance and tuition reimbursement.
• Minimum 18 days of paid time off per year, plus paid holidays and leaves of absence.
• Flexible work arrangements and remote work options.
• Employee assistance programs and wellness resources.

How to Apply

Ready to make an impact? Submit your application through our careers portal. If you need a reasonable accommodation during the application process, please email [email protected] for assistance.

We are an equal‑opportunity employer and welcome candidates from all backgrounds. brighthush is committed to diversity, equity, and inclusion in all aspects of our workforce.

Join brighthush and Transform Lives

As a Customer Service Supervisor, you’ll be at the forefront of delivering exceptional service to our clients while nurturing a high‑performing, inclusive team. If you are driven by a passion for people, a commitment to continuous improvement, and a desire to lead with empathy, we invite you to apply and become part of the brighthush family.

Click the link below to start your journey with us: