Seasonal Lead Customer Service Associate – Field Operations & Escalation Management at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that blends human expertise with cutting‑edge technology to deliver world‑class service experiences. With a global footprint spanning multiple industries, we empower our associates to thrive in a culture of continuous learning, collaboration, and innovation. As a seasonal Lead Customer Service Associate, you’ll be at the heart of our field operations, ensuring that every client interaction reflects the high standards and values that define brighthush.

Why This Role Matters

In a fast‑moving, high‑volume environment, the Lead Customer Service Associate is the linchpin that keeps the customer experience seamless and the team focused. You’ll bridge the gap between frontline associates, field sourcing teams, IT support, and vendors, turning complex challenges into streamlined solutions. Your leadership will shape the quality of service, drive process improvements, and elevate client satisfaction across the board.

Key Responsibilities

• Team Leadership & Coaching: Supervise and mentor a dynamic group of customer service associates, setting clear daily, weekly, and monthly performance targets. Conduct regular coaching sessions, feedback loops, and skill‑development workshops to foster a culture of excellence.
• Escalation Management: Serve as the first point of contact for high‑severity client issues. Apply advanced problem‑solving techniques and empathy to resolve escalated calls, emails, and chats swiftly and accurately.
• Process Improvement & Project Leadership: Identify recurring system or vendor pain points and spearhead cross‑functional projects to implement best‑practice solutions. Collaborate with Field Sourcing, IT, and vendor partners to streamline workflows.
• Training & Onboarding: Design and deliver onboarding programs for new hires, as well as ongoing up‑training and re‑training for existing associates. Ensure that all team members are proficient in the latest tools, policies, and compliance standards.
• Data Management & Quality Assurance: Maintain accurate, real‑time data in our tracking systems. Conduct quality monitoring, compile performance reports, and present actionable insights to senior leadership.
• Vendor & Program Coordination: Attend weekly touch‑point meetings with vendors and program managers. Capture feedback, document best practices, and drive continuous improvement initiatives.
• Communication & Collaboration: Act as the liaison between field customers, CSC field support groups, and external vendors. Communicate effectively via phone, email, and chat, ensuring that all stakeholders are informed and aligned.
• Compliance & Security: Handle sensitive client information with the utmost confidentiality, adhering to all regulatory and internal security protocols.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best‑practice methodologies to bring fresh ideas to the team.
• Other Duties: Perform any additional tasks as assigned to support the overall success of the customer service function.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 3–5 years of progressive customer support experience, with at least 1 year in a supervisory or lead capacity.
• Proven ability to maintain composure and professionalism while handling high‑stress, high‑volume inquiries.
• Strong written and verbal communication skills, with the ability to interact confidently at all organizational levels.
• Advanced proficiency in Microsoft Office Suite, especially Excel (pivot tables, macros, data analysis).
• Experience with customer relationship management (CRM) systems and ticketing platforms.
• Demonstrated emotional intelligence and empathy in managing sensitive client interactions.
• Excellent problem‑solving, critical thinking, and analytical skills.
• High level of computer literacy, including the ability to quickly learn new software and troubleshoot basic technical issues.

Preferred Qualifications

• Experience supporting Microsoft operating systems, networking connectivity, and peripheral equipment.
• Proficiency in remote control tools and virtual desktop infrastructure.
• Spanish/English bilingual capabilities.
• Certifications in customer service excellence, project management, or related fields.

Skills & Competencies

• Leadership & Team Building
• Conflict Resolution & Escalation Management
• Process Optimization & Change Management
• Data Analysis & Reporting
• Stakeholder Engagement & Vendor Management
• Technical Troubleshooting & IT Collaboration
• Adaptability & Resilience in Fast‑Paced Environments
• Customer‑First Mindset & Empathy
• Strategic Thinking & Decision Making

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You’ll have access to:

• Structured mentorship programs with senior leaders.
• On‑the‑job training modules covering advanced customer service techniques, data analytics, and leadership fundamentals.
• Cross‑functional project assignments that broaden your skill set and expose you to new business areas.
• Annual performance reviews that identify growth pathways and potential career tracks within the organization.
• Access to industry conferences, webinars, and certification courses at no cost.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Integrity, Innovation, and Impact. You’ll find a collaborative, inclusive workplace where ideas are valued, and every associate is empowered to make a difference. We celebrate diversity, encourage open dialogue, and foster a sense of belonging through team‑building activities, community outreach, and flexible work arrangements.

Compensation, Perks & Benefits

While the exact pay for this seasonal role ranges from $25.10 to $37.64 per hour, your total compensation package may include:

• Competitive hourly wages aligned with industry standards.
• Performance‑based incentive programs that reward exceptional results.
• Health, dental, and vision coverage options.
• 401(k) retirement savings plan with company match.
• Employee Assistance Program (EAP) for mental and financial wellness.
• Access to virtual fitness and wellness resources Apply for this job