Remote Call Center Supervisor – Sales & Customer Experience Lead – Champion Operational Excellence, Team Leadership, and High‑Performance Remote Teams at brighthush

About brighthush

brighthush stands at the forefront of the digital connectivity revolution, blending cutting‑edge technology with a relentless focus on customer delight. For over thirty years, we have empowered individuals and businesses with ultra‑fast broadband, innovative digital services, and a support ecosystem that is both resilient and responsive. Our mission is simple yet powerful: to give every person and organization the seamless, high‑speed connectivity that fuels creativity, productivity, and progress. As we expand our global footprint, we are on the lookout for visionary leaders who can elevate our customer service culture to new heights and help us deliver world‑class experiences to millions of customers worldwide.

Why This Role Matters

As a Remote Call Center Supervisor – Sales & Customer Experience Lead, you will be the linchpin that connects frontline agents, cutting‑edge technology, and strategic vision. Your influence will shape the customer experience, drive operational excellence, and mentor a high‑performing team that consistently exceeds service metrics. The ripple effect of your work will touch product development, sales strategy, and brand perception across the entire organization.

Key Responsibilities

• Team Leadership & Development: Inspire, coach, and mentor a diverse group of customer service representatives to deliver outstanding service. Foster a collaborative environment where every team member feels valued and empowered to contribute ideas.
• Operational Excellence: Monitor call volume, staffing levels, and performance metrics to ensure optimal efficiency. Implement data‑driven strategies to balance workload, reduce wait times, and maintain high service quality.
• Quality Assurance & Continuous Improvement: Conduct regular reviews of employee‑customer interactions, provide constructive feedback, and develop action plans to elevate service standards. Champion best practices and ensure adherence to brighthush policies, procedures, and compliance requirements.
• Customer Issue Resolution: Act as a point of escalation for complex customer issues, leveraging deep product knowledge and problem‑solving skills to deliver swift, effective resolutions.
• Resource Management: Coordinate with scheduling, training, and technical teams to ensure that all resources—human, technological, and informational—are aligned with business objectives.
• Stakeholder Collaboration: Partner with cross‑functional teams (Product, Engineering, Marketing, and Sales) to relay customer insights, influence product enhancements, and align service strategies with broader business goals.
• Culture & Brand Advocacy: Embody brighthush’s core values—customer obsession, innovation, teamwork, and accountability—and serve as a role model for professionalism and ethical conduct.

Essential Qualifications

• Minimum of four years of progressive experience in customer service or call center operations, with at least two years in a supervisory or managerial capacity.
• Strong background in sales support or technical product assistance, ideally within the telecommunications or technology sector.
• Demonstrated ability to analyze performance data and translate insights into actionable improvement plans.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly to both technical and non‑technical audiences.
• Proficiency in CRM platforms, call‑center software, and Microsoft Office Suite (Excel, PowerPoint, Word).
• Bachelor’s degree in Business Administration, Communications, or a related field is preferred, though equivalent experience will be considered.
• Valid U.S. work authorization (citizen, permanent resident, or authorized visa holder). H1B sponsorship is not guaranteed for this role.

Preferred Qualifications

• Experience managing remote or hybrid teams, with a proven track record of maintaining engagement and performance across distributed workforces.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) and experience building dashboards to monitor key performance indicators.
• Background in coaching and developing high‑potential talent, including delivering structured training programs and career development plans.
• Familiarity with industry regulations and compliance standards (e.g., PCI‑DSS, GDPR) that impact customer service operations.
• Multilingual capabilities or experience serving a diverse, global customer base.

Skills & Competencies

• Strategic Thinking: Ability to align team objectives with brighthush’s business strategy and anticipate future customer service needs.
• Problem‑Solving: Quick assessment of complex situations, identification of root causes, and implementation of effective solutions.
• Leadership Presence: Confidence in leading meetings, presenting data, and influencing stakeholders at all levels.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly and new challenges emerge daily.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
• Collaboration & Team Building: Foster a culture of trust, open communication, and shared success.
• Time Management & Prioritization: Efficiently juggle multiple tasks, deadlines, and responsibilities without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Supervisor, you will:

• Gain exposure to senior leadership and strategic initiatives across the organization.
• Participate in leadership development programs, including mentorship, coaching, and executive training.
• Access a robust learning platform offering courses in advanced customer experience, data analytics, and technology trends.
• Earn certifications in call‑center management, Six Sigma, or project management through our tuition assistance program.
• Progress into roles such as Senior Manager, Director of Customer Experience, or Head of Global Support.

Work Environment & Company Culture

brighthush champions a culture of innovation, inclusion, and work‑life balance. Our remote‑first approach empowers you to:

• Work from anywhere in the United States, with flexible scheduling that respects personal commitments.
• Participate in quarterly virtual town halls, hackathons, and cross‑functional projects that foster collaboration.
• Engage in community outreach and volunteer initiatives that align with our corporate social responsibility goals.
• Enjoy a supportive, transparent environment where ideas are heard, and feedback is constructive.

Compensation & Benefits

While specific salary ranges are determined by experience and market benchmarks, brighthush offers a comprehensive package designed to attract and retain top talent:

• Competitive Base Salary: Market‑aligned compensation with performance‑based incentives.
• Health & Wellness: Fully‑sponsored medical, dental, and vision plans, along with wellness stipends.
• Insurance: Short‑ and long‑term disability, basic and supplemental life insurance, AD&D, identity theft protection, and pet insurance.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Up to 8 company‑paid holidays, 6 personal days, and 15 vacation days for new hires (growing with tenure).
• Family & Life: Paid parental leave, adoption assistance, and flexible work arrangements.
• Professional Development: Tuition assistance, conference sponsorships, and access to internal training resources.
• Additional Incentives: Potential for overtime, shift differential, holiday pay, and other allowances based on role and performance.

How to Apply

Ready to elevate your career and help shape the future of customer experience at brighthush? Submit your application through our careers portal or click the link below to explore this opportunity further.

Apply to this Remote Call Center Supervisor – Sales & Customer Experience Lead Position at brighthush

We look forward to discovering how your expertise and passion can contribute to brighthush’s continued success. Join us and be part of a team that is not just delivering service, but creating memorable experiences for millions of customers worldwide.