Experienced Customer Care Supervisor – Team Leadership, Issue Resolution, Performance Management – Remote Opportunity at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining how people experience the world of automotive services. By combining cutting‑edge software, data analytics, and a relentless focus on customer delight, we empower millions of drivers to buy, own, sell, and maintain their vehicles with confidence and ease. Our mission is simple: to create the most seamless, personalized, and trustworthy automotive journey possible. As a global leader in automotive technology, we are constantly expanding our footprint, innovating our product suite, and building a culture that values curiosity, collaboration, and continuous improvement.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, customer‑centric organization that thrives on data‑driven decisions and rapid iteration. Our people are our greatest asset, and we invest heavily in their growth through mentorship, training, and access to industry‑leading tools and resources. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place where your ideas matter, your impact is measurable, and your career trajectory is limitless.

Role Overview

The Customer Care Supervisor is a pivotal role that bridges frontline support and strategic leadership. You will manage a dedicated team of customer service representatives, ensuring that every interaction reflects brighthush’s commitment to excellence. Your leadership will drive performance, foster a culture of continuous improvement, and translate customer insights into actionable business improvements.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and mentor a high‑performing customer care team. Conduct regular one‑on‑one meetings, performance reviews, and skill‑gap analyses to cultivate a culture of growth and accountability.
• Issue Resolution & Escalation Management: Serve as the primary escalation point for complex customer issues. Analyze root causes, collaborate with cross‑functional teams, and implement solutions that enhance the customer experience.
• Performance Monitoring & Reporting: Track key metrics (CSAT, NPS, first‑contact resolution, average handle time, etc.). Generate actionable insights and present findings to senior leadership to inform strategic decisions.
• Process Improvement: Identify inefficiencies in workflows, propose enhancements, and lead change management initiatives to streamline operations and improve service quality.
• Stakeholder Collaboration: Partner with product, engineering, and marketing teams to relay customer feedback, influence product roadmaps, and ensure alignment between customer expectations and business objectives.
• Compliance & Quality Assurance: Ensure adherence to company policies, industry regulations, and quality standards. Conduct audits, provide feedback, and maintain documentation for continuous compliance.
• Remote Team Management: Leverage digital collaboration tools to manage a geographically dispersed team, fostering a sense of community and shared purpose across remote locations.

Essential Qualifications

• High School Diploma or GED with a minimum of 5 years of progressive experience in customer service or support roles.
• Alternatively, a Bachelor’s degree with at least 3 years of relevant experience, a Master’s degree with 1 year, or a PhD with up to 1 year of experience.
• Proven experience in a supervisory or managerial capacity, preferably within a high‑volume, tech‑driven environment.
• Strong analytical mindset with the ability to interpret data, identify trends, and translate findings into actionable strategies.
• Excellent written and verbal communication skills in English; additional language proficiency is a plus.
• Must be authorized to work in the United States without sponsorship.
• Pre‑employment drug screening required.

Preferred Qualifications

• Experience in the automotive or mobility industry.
• Familiarity with customer relationship management (CRM) platforms such as Salesforce or Zendesk.
• Background in data analytics tools (e.g., Tableau, Power BI, SQL).
• Knowledge of quality assurance frameworks and continuous improvement methodologies (Lean, Six Sigma).
• Demonstrated ability to lead cross‑functional projects and influence senior stakeholders.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop team members while fostering a collaborative environment.
• Customer‑Centric Mindset: Deep empathy for customers and a passion for delivering exceptional service.
• Data‑Driven Decision Making: Proficiency in analyzing metrics, spotting patterns, and making evidence‑based recommendations.
• Problem‑Solving: Strong analytical and troubleshooting skills to resolve complex issues efficiently.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable navigating a fast‑paced, evolving environment and managing change.
• Technology Savvy: Comfortable using cloud‑based collaboration tools, ticketing systems, and data dashboards.

Career Growth & Learning Opportunities

At brighthush, your career path is not limited to a single role. We offer:

• Structured leadership development programs that prepare you for senior management roles.
• Access to industry conferences, workshops, and certifications.
• Mentorship from seasoned executives and subject‑matter experts.
• Cross‑functional projects that broaden your skill set and expose you to new business domains.
• Clear promotion tracks with transparent criteria and regular performance reviews.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles, town halls, and informal “coffee chats.”
• State‑of‑the‑art collaboration tools (Slack, Teams, Zoom, Miro).
• Flexible work hours that respect work‑life balance.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard.
• Regular team‑building events, hackathons, and community service initiatives.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: USD 67,100 – 100,700 per year, commensurate with experience and qualifications.
• Performance Bonuses: Annual incentive plans tied to team and company performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement Plan: 401(k) with company match to help you secure your future.
• Paid Time Off: Generous PTO, sick leave, and personal days to recharge.
• Parental Leave: Generous parental leave policies for new parents.
• Professional Development: Reimbursement for courses, certifications, and conferences.
• Employee Assistance Program: Confidential counseling and support services.
• Wellness Perks: Gym memberships, wellness stipends, and mental health resources.

How to Apply

If you are a proactive, customer‑focused leader ready to make a tangible impact at a fast‑growing tech company, we want to hear from you. Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply to this job at brighthush

Join brighthush Today

Become part of a visionary team that is reshaping the automotive experience for millions worldwide. As a Customer Care Supervisor, you will lead with purpose, innovate with passion, and elevate the customer journey to new heights. If you thrive in a dynamic, data‑driven environment and are eager to grow your leadership skills, brighthush invites you to apply and help us drive the future of automotive technology.