Seasoned Customer Service Supervisor – Lead High‑Performance Dispatch & Member Support Team at brighthush

About brighthush

brighthush is a trailblazer in the automotive and roadside assistance industry, delivering reliable, customer‑centric solutions to millions of members across the United States. With a legacy of trust and innovation, brighthush has built a reputation for excellence by putting people first—both our members and our employees. As we continue to expand our service footprint, we’re looking for dynamic leaders who can help shape the future of member experience and operational excellence.

Why This Role Matters

As a Customer Service Supervisor at brighthush, you will be the linchpin that keeps our Dispatch Operations humming. You’ll guide a vibrant team of support specialists, ensuring that every member interaction is handled with professionalism, empathy, and efficiency. Your leadership will directly influence member satisfaction scores, operational metrics, and the overall culture of our support center.

Key Responsibilities

• Team Leadership & Development – Inspire, coach, and mentor a high‑energy team of customer service agents and dispatch specialists. Foster a culture of continuous improvement, accountability, and collaboration.
• Operational Excellence – Oversee daily service levels, staffing, and dispatch activity to guarantee seamless service delivery. Use real‑time data and performance dashboards to monitor KPIs and drive corrective actions.
• Escalation Management – Resolve complex member concerns with confidence and professionalism, turning challenging situations into opportunities for brand advocacy.
• Process Improvement – Partner with cross‑functional leaders to identify bottlenecks, implement best practices, and refine workflows that enhance member experience and operational efficiency.
• Staffing & Scheduling – Design and manage shift schedules, ensuring optimal coverage during peak periods while maintaining a healthy work‑life balance for team members.
• Recruitment & Onboarding – Lead the hiring process for new team members, from interviewing to onboarding, ensuring a smooth transition into the brighthush culture.
• Data‑Driven Decision Making – Analyze call volume trends, resolution times, and member feedback to inform strategic initiatives and operational adjustments.
• Culture Champion – Promote a customer‑first mindset, celebrate team successes, and create an inclusive environment where every employee feels valued.

Essential Qualifications

• High school diploma or GED (Bachelor’s degree preferred).
• Minimum of 3 years of customer service or supervisory experience in a call center, dispatch, or contact‑center environment.
• Proven track record of coaching and developing high‑performing teams.
• Strong analytical skills with the ability to interpret metrics and translate them into actionable improvements.
• Excellent communication, interpersonal, and conflict‑resolution skills.
• Proficiency with Microsoft Office Suite and experience working with business technology systems.
• Ability to thrive in a fast‑paced, shift‑based environment, including weekends and holidays.

Preferred Qualifications

• Experience managing a 24/7 or multi‑shift operation.
• Knowledge of automotive or roadside assistance industry standards.
• Familiarity with workforce management tools and scheduling software.
• Demonstrated ability to lead through change and drive continuous improvement initiatives.

Core Competencies & Skills

• Leadership & Coaching – Inspire teams to exceed performance goals and cultivate a growth mindset.
• Customer‑Centricity – Deep commitment to delivering exceptional member experiences.
• Data Literacy – Comfortable working with dashboards, reports, and key performance indicators.
• Problem‑Solving – Quickly diagnose issues and implement effective solutions.
• Adaptability – Navigate shifting priorities and maintain composure under pressure.
• Collaboration – Build strong relationships across departments to achieve shared objectives.

Career Growth & Development Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Supervisor, you’ll gain exposure to:

• Leadership development programs that sharpen strategic thinking and people management skills.
• Cross‑functional projects that broaden your understanding of the entire member journey.
• Mentorship from senior leaders who are passionate about talent development.
• Clear promotion pathways to Manager, Director, and VP roles within the Customer Experience and Operations divisions.

Work Environment & Company Culture

brighthush is committed to fostering a workplace where innovation, integrity, and inclusivity thrive. Our culture is built on:

• Transparent communication and open feedback loops.
• A collaborative atmosphere that encourages idea sharing across teams.
• Recognition programs that celebrate both individual and team achievements.
• Flexibility that supports work‑life balance, even within a shift‑based schedule.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Generous, front‑loaded paid time off (PTO) with no accrual waiting period.
• Eight paid holidays, including Christmas Eve and New Year’s Eve.
• Comprehensive health coverage: Medical, Dental, and Vision plans.
• Health Savings Account (HSA) or Flexible Spending Account (FSA) with employer contributions.
• 401(k) retirement plan with up to a 6% company match, fully vested from day one.
• Life Insurance and Long‑Term Disability coverage paid by the company.
• Volunteer time off: Earn up to 3 additional PTO days each year for community service.
• Tuition reimbursement to support your professional growth.
• Exclusive brighthush perks, including a free brighthush Premier Membership and discounts on travel, automotive services, and more.

How to Apply

If you’re ready to lead a team that makes a tangible difference in the lives of millions of members, we encourage you to apply today. Join brighthush and help us continue to set the standard for excellence in roadside assistance and Apply for this job