Operations Supervisor – Bilingual Customer Service & Collections Team Lead (Remote – Guatemala) – Join brighthush’s FinTech Revolution

About brighthush

brighthush is redefining the lease‑to‑own landscape with a technology‑first approach that makes flexible financing accessible to every shopper, whether they have prime or non‑prime credit. Leveraging advanced artificial intelligence and machine learning, brighthush evaluates more than 20,000 data points in real time to empower retailers across furniture, appliances, electronics, tires, and other durable goods to say “yes” to more customers. To date, the company has originated over $500 million in financing and continues to scale rapidly.

Our team of 175 professionals is spread across a vibrant New York City headquarters, a growing hub in Wilmington, and a global network of remote talent. Recognized by industry observers as a Startup to Watch and celebrated as one of the Best Startup Employers, brighthush prides itself on a culture built on collaboration, relentless innovation, and genuine support for every employee.

We are on a mission to transform the fintech space, and we need passionate, data‑driven leaders who can ensure every customer interaction is accurate, compliant, and centered on the customer’s needs. If you thrive in a fast‑moving environment and want to make a tangible impact on the lives of millions, brighthush is the place for you.

Role Overview

As the Operations Supervisor – Customer Service & Collections, you will lead a bilingual team of Customer Service and Collections agents who guide customers through the entire lease lifecycle—from activation to payoff. This is a hands‑on, fully remote position based in Guatemala. You will coach agents, monitor performance metrics, handle escalations, and partner with Quality Assurance, Training, and Workforce Management to continuously improve processes and outcomes.

Key Responsibilities

• Team Leadership & Coaching: Conduct regular one‑on‑ones, performance reviews, and skill‑building sessions. Set clear, measurable goals and empower each agent to exceed targets.
• Performance Management: Own daily service and collections metrics—including average handle time, service level, QA scores, CSAT, promise‑to‑pay keep rate, and cure rate. Identify trends, diagnose issues, and implement corrective actions swiftly.
• Escalation Handling: Serve as the primary point of contact for complex customer issues, payment arrangement reviews, and policy exceptions. Ensure decisions are consistent, policy‑compliant, and thoroughly documented.
• Compliance Oversight: Enforce adherence to lease disclosures and collections regulations such as the FDCPA and TCPA. Verify that call notes and account documentation are accurate, complete, and audit‑ready.
• Quality & Training Integration: Partner with the QA and Training teams to identify knowledge gaps, translate findings into actionable coaching, and accelerate onboarding for new agents.
• Workforce Management Collaboration: Work closely with Workforce Management to maintain optimal staffing levels, schedule adherence, and coverage across English and Spanish queues.
• Process Improvement: Capture friction points from live calls, propose script enhancements, develop best‑practice guides, and champion the rollout of new tools and procedures.
• Smooth Hand‑offs: Ensure seamless transitions for customers moving between Customer Service, Collections, and Merchant Support, guaranteeing that each interaction lands with the right team.
• Hands‑On Participation: Remain active on the phone daily, providing real‑time assistance to agents during challenging conversations and modeling best practices.

Essential Qualifications

• Minimum 2 years of experience in customer service, collections, or contact‑center operations, with proven supervisory or team‑lead experience.
• Fluency in both English and Spanish, with excellent written and verbal communication skills in each language.
• Strong grasp of customer‑service and collections KPIs, and a demonstrated ability to translate data insights into actionable improvements.
• Working knowledge of collections compliance frameworks (FDCPA, TCPA) and lease‑disclosure requirements, or the ability to master them quickly.
• Hands‑on experience with contact‑center platforms such as brighthush (formerly Five9), as well as advanced Excel and reporting tools.
• Exceptional coaching, conflict‑resolution, and communication abilities, with a calm demeanor under pressure.
• Prior experience leading or supporting a remote team, including managing performance across different time zones.
• Reliable home office setup with high‑speed internet connectivity.

Preferred Qualifications

• Background in consumer finance, leasing, or a related fintech environment.
• Experience with AI‑driven decision platforms or data‑analytics tools that enhance operational efficiency.
• Certification or formal training in compliance, quality assurance, or contact‑center management.
• Demonstrated success in scaling remote teams from startup to mid‑size operations.

Core Skills & Competencies

• Analytical Mindset: Ability to dissect performance dashboards, spot trends, and drive data‑backed decisions.
• Customer‑Centric Focus: Passion for delivering a best‑in‑class experience that balances empathy with business objectives.
• Leadership Presence: Inspire confidence, foster accountability, and cultivate a culture of continuous learning.
• Process Orientation: Keen eye for workflow optimization, documentation, and standard‑operating‑procedure adherence.
• Technical Proficiency: Comfort navigating CRM, workforce‑management, and reporting platforms; quick to adopt new tools.
• Adaptability: Thrive in a fast‑changing fintech environment where priorities shift and innovation is constant.

Why Join brighthush?

Career Growth & Learning

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders who have built successful fintech products from the ground up.
• Continuous learning stipends for certifications, courses, or conferences related to finance, compliance, or leadership.
• Opportunities to cross‑train with product, data‑science, and engineering teams, deepening your understanding of the AI‑driven engine that powers our business.
• A clear promotion pathway—from Operations Supervisor to Operations Manager, and eventually to senior leadership roles such as Director of Customer Experience.

Compensation & Benefits

• Base Salary: $2,300 USD per month, paid bi‑weekly.
• Annual Performance Bonus: Eligibility for a performance‑based bonus tied to team and company outcomes.
• Flexible Paid Time Off: Unlimited PTO accrual from day one, encouraging work‑life balance.
• Remote‑First Policy: Work from anywhere in Guatemala with a fully supported home‑office allowance.
• Health & Wellness: Access to virtual health resources, mental‑health support, and wellness programs.
• Technology Stipend: Annual budget for upgrading your home‑office equipment and internet service.
• Diversity & Inclusion: brighthush is an equal‑opportunity employer. We celebrate diverse perspectives and are committed to building an inclusive environment for all employees.

Culture & Work Environment

Our culture is built on three pillars:

• Collaboration: Cross‑functional teams work together daily, sharing insights and celebrating wins.
• Innovation: We encourage experimentation, and every employee can propose ideas that shape product and process improvements.
• Support: From mentorship programs to peer‑to‑peer learning circles, brighthush ensures you never feel isolated—even while working remotely.

We host regular virtual town halls, team‑building events, and cultural celebrations that reflect the global nature of our workforce. Our leadership is transparent, sharing quarterly business results and strategic roadmaps so every team member understands how their work contributes to the larger mission.

Application Process

If you are ready to lead a high‑performing bilingual team, drive operational excellence, and be part of a fintech pioneer, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you are excited about the opportunity at brighthush.

brighthush is committed to providing reasonable accommodations throughout the hiring process. If you require assistance, please email [email protected] with details of your request.

Take the Next Step

Join brighthush and help shape the future of lease‑to‑own financing. Your expertise will directly influence how millions of customers experience flexible purchasing, and you’ll grow alongside a company that values your ambition, creativity, and dedication.