Remote Sales Call Center Supervisor – Customer Service Leadership & Team Development – Drive Excellence in Customer Experience, Coaching, and Operational Efficiency – 100% Remote, USA

About brighthush

brighthush is a leading innovator in the telecommunications and broadband sector, dedicated to delivering seamless connectivity and cutting‑edge digital experiences to millions of customers across the United States. With a culture that champions agility, customer obsession, and continuous improvement, brighthush empowers its teams to shape the future of communication technology. As part of our commitment to excellence, we are expanding our remote workforce and inviting passionate leaders to join us in redefining customer service at scale.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven organization that values diversity, creativity, and professional growth. Our remote-first philosophy means you can lead high‑impact teams from anywhere in the USA while enjoying the flexibility and work‑life balance you deserve. We invest heavily in employee development, offering mentorship programs, leadership training, and a clear career ladder that rewards performance and innovation.

Key Highlights

• Fully remote role with occasional in‑person training sessions and team gatherings.
• Competitive base salary with incentive‑based compensation.
• Comprehensive benefits package including health, dental, vision, and wellness programs.
• Generous paid time off, parental leave, and adoption assistance.
• Professional development opportunities: tuition assistance, leadership courses, and cross‑functional projects.
• Inclusive, collaborative culture that celebrates achievements and fosters open communication.

Role Overview

As a Remote Sales Call Center Supervisor at brighthush, you will be the linchpin that connects frontline agents to the company’s strategic vision. Your primary mission is to cultivate a high‑performing customer care team that consistently delivers exceptional service, resolves complex issues efficiently, and upholds the brand’s reputation for reliability and empathy. You will manage call volume, monitor quality metrics, and implement coaching initiatives that drive continuous improvement.

What You’ll Do

• Lead, Motivate, and Develop a Customer Care Team – Inspire agents to exceed service level agreements (SLAs) and customer satisfaction (CSAT) targets through coaching, recognition, and career development plans.
• Optimize Call Volume and Resource Allocation – Analyze real‑time data to forecast call traffic, schedule shifts, and deploy resources strategically, ensuring optimal coverage and minimal wait times.
• Maintain Service Quality Excellence – Conduct regular quality assurance (QA) reviews, provide actionable feedback, and implement best practices that elevate the overall customer experience.
• Enforce Policies, Procedures, and Compliance – Ensure all interactions adhere to company guidelines, regulatory requirements, and industry standards, setting a personal example of integrity and professionalism.
• Collaborate with Cross‑Functional Teams – Partner with product, engineering, and marketing teams to relay customer insights, influence product enhancements, and drive service improvements.
• Mentor and Coach for Continuous Growth – Facilitate training sessions, role‑play scenarios, and skill‑building workshops that empower agents to handle technical inquiries and complex problem‑solving.
• Report and Analyze Performance Metrics – Prepare dashboards, trend analyses, and executive summaries that inform strategic decisions and highlight opportunities for operational excellence.
• Champion a Culture of Accountability and Innovation – Encourage a proactive mindset, celebrate successes, and foster an environment where ideas are welcomed and tested.

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.
• Demonstrated success in leading high‑volume, fast‑paced environments, preferably within the telecommunications or technology sector.
• Strong analytical skills with proficiency in interpreting call metrics, KPI dashboards, and performance reports.
• Excellent communication and interpersonal skills, capable of building trust with both agents and senior stakeholders.
• Proficiency in call center software (e.g., Genesys, Five9, NICE), CRM platforms, and Microsoft Office Suite.
• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• Experience with remote workforce management, including virtual coaching and performance monitoring.
• Ability to travel occasionally for in‑person training or team events (within the USA).

Preferred Qualifications

• Experience managing technical support teams for broadband or telecommunications products.
• Knowledge of regulatory compliance in the telecom industry (e.g., FCC, GDPR).
• Advanced certifications in call center management or customer experience (e.g., CXO, Six Sigma).
• Fluency in additional languages to support diverse customer demographics.
• Track record of implementing process improvements that reduce average handle time (AHT) and increase CSAT scores.

Core Competencies & Skills

• Leadership & Team Development – Ability to inspire, coach, and retain top talent.
• Strategic Thinking – Translate business objectives into actionable operational plans.
• Problem‑Solving – Quickly diagnose issues and devise effective solutions.
• Data‑Driven Decision Making – Leverage metrics to guide performance improvements.
• Communication – Clear, concise, and persuasive communication across all levels.
• Adaptability – Thrive in a dynamic environment with evolving priorities.
• Customer‑Centric Mindset – Place the customer at the heart of every decision.
• Time Management – Prioritize tasks and manage multiple responsibilities simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Supervisor, you will have access to a structured career path that can lead to roles such as:

• Senior Call Center Manager – Oversee multiple teams and drive enterprise‑wide service initiatives.
• Director of Customer Experience – Shape the overall customer journey and influence product strategy.
• Head of Operations – Lead cross‑functional operations teams across the organization.
• Global Customer Success Lead – Manage international teams and global service standards.

In addition to formal promotions, we offer continuous learning through:

• Leadership development programs and mentorship from senior executives.
• Access to industry conferences, webinars, and workshops.
• Tuition reimbursement for relevant courses and certifications.
• Internal knowledge‑sharing sessions and cross‑departmental projects.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal commitments.
• Regular virtual town halls and team check‑ins to keep everyone connected.
• Inclusive policies that celebrate diversity and foster belonging.
• Recognition programs that reward outstanding performance and innovation.
• Access to a digital wellness platform, including mindfulness sessions, fitness challenges, and mental health resources.

Compensation & Benefits

While the exact salary will depend on experience and qualifications, we offer a competitive base pay range that aligns with industry standards for remote supervisory roles. In addition to your base salary, you will receive:

• Performance‑based incentive compensation with the potential to earn up to 30% above base.
• Health, dental, and vision insurance plans with employer contributions.
• Short‑term and long‑term disability coverage.
• Basic life insurance, supplemental life, and accidental death & dismemberment (AD&D) policies.
• Identity theft protection and pet insurance options.
• Group auto and home insurance discounts.
• Matched 401(k) retirement savings plan.
• Up to 8 company‑paid holidays per year.
• Up to 6 personal days per year.
• Paid parental leave and adoption assistance.
• Tuition assistance for professional development.
• Paid vacation that starts at 15 days and increases with tenure.
• Occasional overtime, shift differential, and holiday pay where applicable.

How to Apply

If you’re ready to lead a high‑performing remote team, elevate customer experience, and grow your career in a forward‑thinking organization, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this opportunity at brighthush.

We look forward to welcoming you to our team and building the future of customer service together.