Dynamic Customer Support Team Leader – Driving Exceptional Customer Experience, Coaching Excellence, Operational Leadership, and Data‑Driven Success at brighthush

About brighthush

brighthush is a trailblazer redefining how businesses and consumers connect over the phone. Think of it as the brighthush for voice communications – a friendly, reliable, and secure platform that keeps more than 20,000 customers across the country from missing a call, losing a sale, or falling victim to a scam. Our flagship product is a physical desk phone that sits next to your cash register, while our consumer line blocks millions of phone scams each year. With a lean, cash‑flow‑positive team of 70 people spread across 15 countries, we’re a high‑growth, high‑impact company that values curiosity, efficiency, and a founder mindset.

Why brighthush?

At brighthush, we believe that communication should be personal, secure, and built on trust. We’re a customer‑obsessed organization that thrives on continuous learning, rapid iteration, and a bias toward action. If you’re passionate about delivering world‑class customer experiences, enjoy coaching people to reach their full potential, and love turning data into actionable insights, you’ll fit right in. We celebrate curiosity, embrace experimentation, and reward bold ideas that drive measurable impact.

About the Role

As the Customer Support Team Leader for our B2C Voice team, you will be the catalyst that drives performance across key metrics such as Customer Retention Index (CRI), Customer Satisfaction (CSAT), Retention, and Expansion. You’ll blend people leadership, performance management, data analysis, and cross‑functional collaboration to ensure our support team delivers outstanding experiences while maintaining flawless operational execution. About 10 % of your week will be spent on the front lines, handling real customer interactions to stay calibrated with their needs and pain points.

Key Responsibilities

• Team Leadership & Performance Management
  • Own and drive the team’s core KPIs: CRI, CSAT, Retention, and Expansion.
  • Monitor daily dashboards, identify trends, and coach the team toward continuous improvement.
  • Conduct weekly 1:1s and structured coaching sessions, tailoring development plans to each agent’s strengths and gaps.
  • Build and execute targeted improvement plans for knowledge, skill, or behavioral gaps.
  • Maintain high morale through recognition, constructive feedback, and consistent support.
  • Analyze team behaviors, surface patterns, and share insights that refine processes and playbooks.
• Operations, Attendance & Scheduling
  • Manage attendance, punctuality, and adherence for the entire team.
  • Design and maintain agent schedules to guarantee full coverage across all shifts.
  • Handle monthly rotational shift assignments and adjust for peak periods.
  • Step into customer‑facing work for calibration and to resolve escalations.
• Data, Reporting & Insights
  • Create comprehensive reports and conduct deep dives into performance metrics.
  • Report weekly on churn, expansion, CRI, CSAT, AHT, and other key indicators.
  • Flag proactively any performance shifts, spikes, or process breakdowns.
  • Collaborate with the Support Manager and cross‑functional teams to drive continuous improvement.
• Process Improvement & Cross‑Functional Collaboration
  • Identify operational bottlenecks and propose solutions that enhance efficiency and customer satisfaction.
  • Partner with Product, Engineering, Sales, and Marketing to surface recurring issues and recommend fixes.
  • Update documentation, training materials, and playbooks based on real case patterns.
  • Participate in cross‑department initiatives that elevate the overall customer experience.
• Hiring, Development & Accountability
  • Lead the hiring process: review resumes, conduct interviews, and select top talent.
  • Own all disciplinary actions, from coaching plans to written warnings and terminations.
  • Hold team members accountable to performance targets and behavioral standards.
  • Calculate and communicate bonuses with full accuracy and transparency.
• Customer Experience Champion
  • Maintain a customer‑centric mindset in every decision.
  • Perform customer‑facing work ~10 % of the week to stay close to pain points.
  • Leverage insights from interactions to inform coaching, process improvements, and strategy.

Essential Qualifications

• Minimum 1 year of experience managing a support team.
• At least 3 years of overall customer support experience.
• Strong communication skills: simplify concepts, deliver clear feedback, and adapt tone to diverse audiences.
• Exceptional punctuality, accuracy, and attention to detail.
• Analytical mindset: build reports, run deep dives, and extract actionable insights.
• Conflict resolution expertise and maturity to handle tough conversations.
• Comfortable raising concerns, escalating issues, and challenging flawed logic.
• Problem‑solving skills with a bias toward action and continuous improvement.
• Adaptability to shifting priorities, new targets, and cross‑department projects.
• Customer‑centric thinking grounded in empathy and quality.
• Curiosity and persistence when facing unclear information or complex problems.
• Drive to succeed, experiment, test hypotheses, and iterate toward better performance.
• Experience with support tools such as CRM, ticketing, and analytics platforms is a plus.
• Telecom or tech support experience is a plus.

Preferred Qualifications

• Experience leading high‑volume, multi‑shift support teams in a fast‑paced environment.
• Background in telecom or VoIP technologies.
• Familiarity with data‑driven coaching frameworks and performance dashboards.
• Experience with remote or distributed teams across multiple time zones.
• Knowledge of compliance and regulatory standards in the telecom industry.

Skills & Competencies

• Leadership & Coaching
• Data Analysis & Reporting
• Process Improvement & Lean Thinking
• Cross‑Functional Collaboration
• Customer‑Obsessed Mindset
• Strategic Thinking & Execution
• Conflict Management & Negotiation
• Adaptability & Resilience
• Time Management & Prioritization
• Technical Proficiency with CRM, ticketing, and analytics tools

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a team leader, you’ll have access to:

• Structured leadership training programs and mentorship from senior executives.
• Cross‑functional projects that expose you to product, engineering, and sales.
• Regular hackathons and innovation challenges to experiment with new ideas.
• Annual learning stipend for courses, certifications, or conferences.
• Clear career ladder: from Team Lead to Senior Manager, Director, and beyond.

Work Environment & Culture

Our culture is built on the following pillars:

• Curiosity & Continuous Learning – We encourage open‑mindedness, embrace mistakes, and challenge the status quo.
• Efficiency Where it Counts – Lean operations, value‑driven decisions, and a scrappy spirit.
• Bias Toward Action – We prioritize decisive action over deliberation to deliver results quickly.
• Transparency & Direct Communication – Open, honest dialogue that resolves issues fast.
• Founder Mindset – Ownership, accountability, and a drive to build exceptional products.
• Caring Mentality – Customer first, teamwork over accolades, and a supportive environment.

Compensation & Perks

While specific figures vary by location and experience, we offer a competitive base salary, performance‑based bonuses, and potential equity participation. Additional perks include:

• Flexible work hours and remote‑first policy.
• Health, dental, and vision insurance.
• Generous paid time off and parental leave.
• Wellness stipend and mental health resources.
• Team retreats, social events, and community outreach initiatives.
• Access to cutting‑edge tools and technology.

How Success Will Be Measured

• Improvement in CRI, CSAT, Retention, and Expansion across the team.
• Consistency and accountability in attendance, scheduling, and operational execution.
• Quality and clarity of coaching, 1:1s, and development plans.
• Accuracy and reliability of reports, insights, and performance deep dives.
• Reduction in escalations tied to avoidable errors or knowledge gaps.
• Strength of team morale, stability, and performance consistency.
• Proactive communication with cross‑functional teams.
• Successful hiring, onboarding, and retention of high‑performers.
• Professional handling of disciplinary actions when necessary.

Ready to Join brighthush?

If you’re a proactive, data‑driven leader who thrives in a fast‑moving, customer‑centric environment, we want to hear from you. Bring your passion for coaching, your analytical rigor, and your commitment to delivering exceptional customer experiences to brighthush. Together, we’ll keep the world connected—one call at a time.

Apply Today and become part of a team that’s redefining how people communicate over the phone.