Remote Customer Care Center Team Lead – Leadership, Coaching, Performance Management & Remote Operations for brighthush

About brighthush – Pioneering Hearing Healthcare with a Human Touch

At brighthush, we are redefining the hearing healthcare experience by putting patients at the center of everything we do. Our mission is to connect individuals with the hearing solutions they need through compassionate, knowledgeable, and technology‑driven service. As a rapidly growing brand in the healthcare sector, brighthush blends cutting‑edge audiology expertise with a customer‑first philosophy, creating a workplace where innovation meets empathy. Join a team that is dedicated to improving quality of life, one conversation at a time.

Why This Role Matters

The Customer Care Center Team Lead is the linchpin of our remote contact center, responsible for shaping the performance, culture, and success of a dynamic group of customer‑service professionals. In this role, you will not only supervise daily operations but also mentor, coach, and inspire your team to deliver the highest standards of service to our patients and partners. Your leadership will directly impact patient satisfaction, brand reputation, and the overall growth trajectory of brighthush.

Key Responsibilities – Driving Excellence Every Day

• Team Leadership & Supervision: Oversee a remote team of 8‑12 customer care agents, ensuring clear communication of goals, expectations, and performance metrics.
• Coaching & Development: Conduct regular one‑on‑one coaching sessions, performance reviews, and skill‑building workshops to elevate individual and team capabilities.
• Performance Monitoring: Utilize brighthush’s CRM and analytics tools to track key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.
• Quality Assurance: Perform call listening, provide constructive feedback, and implement quality‑control initiatives that align with brighthush’s patient‑first standards.
• Scheduling & Workforce Management: Create and maintain efficient shift schedules that balance coverage needs with agent availability, while accommodating peak call volumes.
• Process Improvement: Identify bottlenecks, propose workflow enhancements, and collaborate with cross‑functional teams (training, product, IT) to streamline operations.
• Escalation Management: Serve as the primary point of contact for complex customer issues, ensuring timely resolution and maintaining a positive brand experience.
• Reporting & Analytics: Generate weekly and monthly performance reports for senior leadership, highlighting trends, successes, and areas for improvement.
• Culture Champion: Foster an inclusive, supportive, and high‑energy remote work environment that reflects brighthush’s core values of empathy, integrity, and continuous learning.

Essential Qualifications – What You Bring to the Table

• Minimum 3 years of proven experience in a team lead, supervisor, or contact‑center leadership role.
• At least 5 years of hands‑on experience in customer service, sales, scheduling, or related contact‑center functions.
• High school diploma or equivalent; an associate’s or bachelor’s degree in Business, Communications, or a related field is a plus.
• Demonstrated ability to lead remote teams, with a track record of meeting or exceeding performance targets.
• Strong analytical mindset with experience interpreting CRM data and translating insights into actionable plans.
• Excellent verbal and written communication skills in English; additional language proficiency is a bonus.
• Reliable high‑speed internet connection and a dedicated, quiet home office that meets brighthush’s remote‑work standards.

Preferred Qualifications – Going the Extra Mile

• Experience in the healthcare or hearing‑care industry, understanding of patient privacy regulations (HIPAA, GDPR).
• Certification in customer‑service excellence, such as COPC or Six Sigma Green Belt.
• Proficiency with advanced CRM platforms (e.g., Salesforce, Zendesk) and workforce‑management software.
• Demonstrated success in implementing coaching programs that improve agent retention and engagement.
• Ability to lead change initiatives and drive cultural transformation in a fully remote setting.

Core Skills & Tools – Your Professional Toolkit

• Customer Relationship Management (CRM): Mastery of brighthush’s CRM system for tracking interactions, managing pipelines, and generating insights.
• Data‑Driven Decision Making: Comfort with Excel, Google Sheets, or BI tools to analyze performance metrics.
• Coaching & Mentoring: Strong interpersonal skills to inspire, motivate, and develop talent.
• Communication: Clear, concise, and empathetic communication style, both written and verbal.
• Problem Solving: Ability to think critically under pressure and resolve complex customer issues swiftly.
• Time Management: Efficiently juggle multiple priorities while maintaining focus on strategic objectives.

Career Growth & Learning Opportunities at brighthush

brighthush is committed to the professional development of every employee. As a Customer Care Center Team Lead, you will have access to:

• Structured leadership development programs, including mentorship from senior executives.
• Paid certifications and training courses in customer experience, data analytics, and healthcare compliance.
• Opportunities to transition into senior management roles such as Operations Manager, Regional Director, or Customer Experience Strategist.
• Cross‑functional project involvement, giving you exposure to product development, marketing, and technology teams.
• Regular knowledge‑sharing webinars and a vibrant internal community of remote professionals.

Work Environment & Culture – The brighthush Difference

Our remote workforce is built on trust, flexibility, and a shared purpose. At brighthush you will experience:

• Flexibility: Work from anywhere within the United States, with a schedule that respects work‑life balance.
• Collaboration: Virtual team‑building activities, weekly video huddles, and an open‑door policy with leadership.
• Inclusivity: A culture that celebrates diverse perspectives and encourages every voice to be heard.
• Well‑Being: Access to mental‑health resources, ergonomic home‑office stipends, and wellness challenges.
• Innovation: A forward‑thinking environment where ideas for improving patient experience are welcomed and acted upon.

Compensation, Perks & Benefits – What We Offer

• Competitive Salary: $62,000 – $72,000 USD per year, commensurate with experience and performance.
• 401(k) Matching: Company contributions to help you build a secure retirement.
• Generous Paid Time Off: Vacation, sick leave, and personal days to recharge.
• Health & Wellness: Medical, dental, and vision coverage, plus telehealth options.
• Professional Development: Budget for courses, certifications, and conferences.
• Technology Stipend: Support for high‑speed internet, headset, and ergonomic office equipment.
• Employee Assistance Program (EAP): Confidential counseling and support services.

Application Process – Take the Next Step with brighthush

If you are a motivated leader with a passion for delivering exceptional patient experiences, we want to hear from you. Bring your expertise, your empathy, and your drive to a company that values both people and performance. Apply today and become a pivotal part of brighthush’s mission to transform hearing healthcare.