Experienced Customer Experience Supervisor – Lead Service Excellence, Team Development, and Process Optimization

About brighthush

brighthush is a forward‑thinking leader in the customer experience and service industry, dedicated to delivering exceptional support across a wide range of channels. With a culture that values innovation, collaboration, and continuous improvement, brighthush empowers its teams to create memorable interactions for every customer. As we expand our footprint, we’re looking for a dynamic Customer Experience Supervisor who can drive excellence, nurture talent, and shape the future of service at brighthush.

Key Responsibilities

As the Customer Experience Supervisor, you will be the linchpin that connects strategy, execution, and people. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Supervise, evaluate, and coach a diverse group of customer service agents, ensuring they meet and exceed performance metrics.
• Operational Excellence: Monitor daily operations across all service channels, guaranteeing consistent, accurate, and timely processing that aligns with department standards.
• Process Design & Optimization: Develop, maintain, and refine unit standards, processes, and procedures to maximize efficiency and measurable outcomes.
• Strategic Communication: Serve as the primary conduit for internal and external communication, keeping staff informed of division and corporate goals and their role in achieving them.
• Customer Insight & Issue Escalation: Stay attuned to customer trends, identify potential service gaps, and elevate issues to the appropriate stakeholders for swift resolution.
• Subject Matter Expertise: Act as the go‑to expert for call handling processes and procedures, providing guidance and best practices across the organization.
• Financial Stewardship: Assist in unit budget development, monitor expenses, and identify cost‑saving opportunities without compromising service quality.
• Cross‑Functional Collaboration: Coordinate with other units and departments to resolve workflow bottlenecks, production issues, and escalated customer inquiries.
• Continuous Improvement: Recommend and implement procedural and system changes that elevate service quality for both internal and external customers.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
• Minimum of 2 years of proven leadership experience in a business‑related environment.
• Strong organizational and project management skills, with the ability to juggle multiple priorities.
• Excellent verbal and written communication skills, capable of engaging stakeholders at all levels.
• Proficiency with spreadsheet and word processing applications, and comfortable navigating a variety of system applications.
• Demonstrated ability to analyze work processes and recommend actionable improvements.
• High level of discretion and independent judgment in performing job duties.
• Experience in a remote or hybrid work environment, with a proven track record of maintaining engagement and effective communication in virtual settings.

Preferred Qualifications

• Knowledge of call center technology and servicing channels.
• Experience managing budgets and controlling operational costs.
• Background in data analysis or performance metrics reporting.
• Familiarity with privacy and information security policies related to sensitive personal data.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Analytical Thinking: Strong problem‑solving skills and a data‑driven mindset.
• Communication: Clear, concise, and persuasive communication across all mediums.
• Adaptability: Comfortable navigating change and driving continuous improvement.
• Customer‑Centric Mindset: Passion for delivering outstanding customer experiences.
• Technical Proficiency: Comfortable with CRM systems, call center platforms, and productivity tools.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Experience Supervisor, you will:

• Gain exposure to senior leadership and strategic initiatives that shape the customer experience roadmap.
• Participate in leadership development programs, mentorship, and cross‑functional projects.
• Access a robust learning platform that includes courses on advanced customer service techniques, data analytics, and emerging technologies.
• Progress into roles such as Service Delivery Manager, Director of Customer Experience, or other senior operational positions.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative work environment. Whether you’re working remotely, in a hybrid setting, or onsite, you’ll find:

• Open communication Apply for this job