Remote Customer Service Call Center Supervisor – Lead, Coach, and Drive High‑Performance Teams in a Fast‑Paced, Tech‑Enabled Environment

About brighthush

brighthush is a forward‑thinking technology and telecommunications leader that empowers people to connect, collaborate, and innovate across the globe. With a portfolio that spans broadband, cloud services, and cutting‑edge customer experience solutions, we are redefining how businesses and consumers interact with technology. Our mission is simple: to deliver seamless, reliable, and personalized experiences that light up everyday life. At brighthush, we believe that our people are our greatest asset, and we invest in their growth, well‑being, and success.

We are currently expanding our customer care footprint and are looking for a dynamic, results‑driven Supervisor – Customer Service Call Center to join our remote team. This role is pivotal in shaping the voice of our brand, ensuring that every customer interaction reflects the highest standards of professionalism, empathy, and efficiency.

Why Join brighthush?

• Remote Flexibility: Work from anywhere in the United States while staying connected to a vibrant, collaborative culture.
• Impactful Leadership: Directly influence the quality of service, employee engagement, and operational excellence.
• Career Growth: Accelerate your career with mentorship, leadership development programs, and clear pathways to senior management roles.
• Competitive Compensation: Earn a base salary plus performance‑based incentives, overtime, and shift differentials.
• Comprehensive Benefits: Enjoy medical, dental, vision, life insurance, retirement plans, paid time off, and more.

Key Responsibilities

As a Supervisor at brighthush, you will be the linchpin between our frontline agents and executive leadership. Your day‑to‑day duties will include:

• Lead, motivate, and develop a high‑performing customer care team to deliver outstanding service across all channels.
• Ensure that staffing, training, and resource allocation are aligned with call volume forecasts and service level agreements.
• Track, analyze, and optimize call metrics (average handle time, first‑contact resolution, customer satisfaction scores) to drive continuous improvement.
• Maintain the highest quality of service by monitoring live interactions, providing real‑time coaching, and conducting post‑call reviews.
• Apply company policies, procedures, and guidelines consistently while modeling exemplary interpersonal skills, work ethic, and judgment.
• Collaborate with cross‑functional teams (Product, Engineering, Sales) to resolve complex customer issues and gather feedback for product enhancements.
• Facilitate regular team meetings, performance reviews, and professional development sessions.
• Manage scheduling, overtime, and shift differentials to ensure coverage while respecting work‑life balance.
• Champion a culture of continuous learning, innovation, and customer obsession.

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 handling technical products or services, preferably in telecommunications or cloud‑based solutions.
• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience.
• Demonstrated ability to analyze data, identify trends, and implement actionable improvements.
• Excellent communication skills, both verbal and written, with a knack for coaching and mentoring.
• Proficiency with call center software (e.g., Genesys, Five9, or similar), CRM platforms, and Microsoft Office Suite.
• Experience managing remote or hybrid teams, with a focus on fostering collaboration and accountability.
• Strong problem‑solving skills and the ability to make sound decisions under pressure.

Preferred Qualifications

• Experience in a fast‑paced, high‑volume environment where priorities shift rapidly.
• Knowledge of quality assurance frameworks and experience conducting quality audits.
• Background in coaching agents to achieve performance metrics and career development goals.
• Familiarity with workforce management tools and scheduling algorithms.
• Experience with diversity, equity, and inclusion initiatives within a customer service context.

Core Skills & Competencies

• Leadership & Coaching: Inspire teams, provide constructive feedback, and cultivate a culture of continuous improvement.
• Analytical Thinking: Translate data into actionable insights and drive process enhancements.
• Customer‑Centric Mindset: Champion the customer experience and advocate for user‑friendly solutions.
• Adaptability: Thrive in a dynamic environment with evolving priorities and emerging technologies.
• Time Management: Prioritize tasks, manage multiple projects, and meet deadlines without compromising quality.
• Collaboration: Work effectively with cross‑functional teams to align goals and deliver results.
• Technical Proficiency: Comfortable with call center platforms, analytics dashboards, and basic troubleshooting.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent and providing a clear trajectory for advancement. As a Supervisor, you will have access to:

• Leadership development programs that cover strategic planning, people management, and change leadership.
• Mentorship from senior executives who share their insights and experiences.
• Cross‑departmental projects that broaden your skill set and expose you to new business areas.
• Annual tuition assistance for courses related to customer experience, data analytics, or leadership.
• Opportunities to transition into roles such as Customer Experience Manager, Operations Lead, or Product Support Lead.

Work Environment & Culture

brighthush fosters a culture that values innovation, collaboration, and well‑being. Our remote work model is supported by:

• Robust virtual collaboration tools (Slack, Teams, Zoom) that keep teams connected.
• Regular virtual town halls and team‑building activities to strengthen relationships.
• Flexible scheduling that respects personal commitments while meeting business needs.
• A commitment to mental health and resilience, with access to counseling services and wellness programs.
• A focus on diversity and inclusion, ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based incentives, overtime, shift differentials, and holiday pay.
• Comprehensive health coverage: medical, dental, vision, short‑term and long‑term disability, and life insurance.
• Supplemental benefits: identity theft protection, pet insurance, and group home & auto insurance.
• Retirement plan with company match on 401(k) contributions.
• Paid time off: up to 8 company holidays, 6 personal days, and 15 days of vacation for new hires (growing with tenure).
• Paid parental leave, adoption assistance, and tuition reimbursement.
• Additional incentives such as bonuses, recognition programs, and employee referral rewards.

Location & Remote Work Policy

This is a fully remote position open to candidates across the United States. While you will work from home, occasional in‑person trainings or meetings may be required within a 75‑mile radius of Garden City, NY. We provide a stipend for home‑office setup and ongoing tech support.

H1B Sponsorship

brighthush has a strong track record of sponsoring H1B visas for qualified candidates. While sponsorship is not guaranteed for every role, we encourage international talent to apply and will consider each application on its merits.

Ready to Make an Impact?

If you are a passionate leader who thrives on driving excellence, building high‑performing teams, and delivering unforgettable customer experiences, we want to hear from you. Join brighthush and help shape the future of customer service in a technology‑driven world.

Apply today and become a key player in our mission to connect people with the tools they need to succeed.