Dynamic Customer Service Team Leader – Remote, Data‑Driven Coaching & Leadership in Global Support Operations at brighthush

About brighthush

brighthush is a forward‑thinking travel insurance provider that puts humanity at the heart of every policy. With a mission to empower travelers worldwide, we combine cutting‑edge technology, personalized coverage options, and a customer‑centric culture to deliver peace of mind on every journey. Our team is a vibrant mix of innovators, problem‑solvers, and compassionate service professionals who thrive on making a tangible difference for people on the move.

Operating in the dynamic intersection of finance and travel, brighthush has rapidly expanded its global footprint. We serve millions of travelers across continents, offering tailored protection plans that adapt to the evolving needs of modern adventurers. Our success is built on a foundation of data‑driven decision making, continuous learning, and an unwavering commitment to exceptional customer experiences.

Role Overview

As a Customer Service Team Leader at brighthush, you will spearhead a high‑performing remote team that delivers world‑class support to our international clientele. You will blend strategic leadership with hands‑on coaching, harnessing data insights to elevate service quality, drive operational excellence, and foster a culture of growth and accountability. This full‑time, remote position is based in Columbus, Ohio, but you will be collaborating with colleagues across time zones, ensuring seamless coverage for travelers worldwide.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and inspire a diverse group of customer service agents, setting clear performance expectations and providing constructive feedback to cultivate a high‑energy, collaborative environment.
• Coaching & Training: Design and deliver targeted coaching sessions, role‑play exercises, and knowledge‑sharing workshops that reinforce best practices, product knowledge, and soft‑skill proficiency.
• Performance Monitoring: Analyze key metrics (e.g., CSAT, first‑contact resolution, average handle time) to identify trends, diagnose gaps, and implement data‑backed improvement plans.
• Escalation Management: Serve as the primary point of escalation for complex customer issues, collaborating with cross‑functional teams (Product, Claims, Compliance) to resolve incidents swiftly and maintain service standards.
• Process Optimization: Evaluate existing workflows, propose enhancements, and champion continuous improvement initiatives that streamline operations and reduce friction for both agents and customers.
• Reporting & Analytics: Prepare regular performance reports for senior leadership, highlighting achievements, challenges, and actionable insights that inform strategic decisions.
• Culture & Engagement: Foster a positive, inclusive workplace culture that values diversity, encourages open communication, and rewards excellence.
• Compliance & Quality Assurance: Ensure all team activities adhere to industry regulations, internal policies, and quality benchmarks, maintaining the highest standards of data privacy and customer confidentiality.

Essential Qualifications

• Minimum of 2 years of proven experience in customer‑service leadership, preferably within a remote or international environment.
• Demonstrated ability to coach and develop teams, with a track record of improving performance metrics.
• Strong analytical mindset, adept at interpreting data to drive actionable improvements.
• Exceptional written and verbal communication skills in English; additional language proficiency is a plus.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and familiarity with CRM platforms (e.g., Salesforce, Zendesk).
• Experience managing escalations and resolving complex customer issues with empathy and efficiency.
• Self‑motivated, organized, and comfortable working independently in a remote setting.

Preferred Qualifications

• Experience in the travel insurance or broader financial services industry.
• Knowledge of compliance frameworks (GDPR, PCI‑DSS, etc.) and data protection best practices.
• Background in data visualization tools (Tableau, Power BI) or advanced Excel techniques.
• Prior exposure to coaching certifications or training programs.
• Experience leading cross‑functional projects or initiatives that span multiple departments.

Skills & Competencies

• Leadership & Influence: Ability to inspire trust, motivate teams, and drive results in a fast‑paced, remote environment.
• Customer‑Centric Mindset: Deep empathy for travelers, coupled with a passion for delivering exceptional service.
• Analytical Thinking: Strong data literacy, with the capacity to translate numbers into clear, actionable strategies.
• Problem‑Solving: Creative and decisive approach to troubleshooting, with a focus on sustainable solutions.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable navigating change, ambiguity, and evolving priorities.
• Collaboration: Proven ability to work effectively with cross‑functional teams and external partners.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Customer Service Team Leader, you will:

• Gain exposure to strategic initiatives that shape the future of travel insurance and customer experience.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a robust learning platform featuring courses in data analytics, product knowledge, and soft‑skill mastery.
• Progress into senior management roles such as Service Operations Manager, Director of Customer Experience, or Head of Global Support.
• Collaborate with product, marketing, and technology teams to influence product enhancements and new service offerings.

Work Environment & Culture at brighthush

Our culture is built on three core pillars: Innovation, Integrity, and Impact. We celebrate curiosity, encourage experimentation, and reward bold ideas that drive measurable results. As a remote leader, you will enjoy:

• Flexible work hours that respect work‑life balance while ensuring global coverage.
• A collaborative digital workspace powered by Slack, Microsoft Teams, and Asana.
• Regular virtual team‑building events, wellness challenges, and peer recognition programs.
• A transparent, inclusive environment where every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Wellness initiatives such as virtual fitness classes, mental health resources, and ergonomic support.
• Employee referral bonuses and recognition rewards.

How to Apply

Ready to lead a passionate team that makes a real difference for travelers worldwide? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to explore how your expertise can help shape the future of customer experience at brighthush.