Seasoned Remote Customer Service Lead & Training Architect – Driving Team Excellence, Coaching Mastery, and Customer Experience Innovation
About brighthush
brighthush is a forward‑thinking, tech‑enabled service provider that empowers businesses to deliver exceptional customer experiences at scale. With a mission to transform the way organizations interact with their customers, brighthush blends cutting‑edge technology, data‑driven insights, and a culture of continuous improvement. Our remote‑first workforce is the backbone of our success, and we are committed to creating an inclusive, collaborative environment where every team member can thrive.
Why This Role Stands Out
As a Senior Customer Service Lead & Trainer at brighthush, you will be the catalyst for excellence across our entire customer support operation. This is not just a supervisory position; it is a strategic leadership role that gives you the autonomy to shape processes, mentor talent, and directly influence the quality of every customer interaction. You will:
- Own the end‑to‑end performance of a distributed, high‑impact customer service team.
- Design and implement training programs that elevate agent capabilities and drive measurable results.
- Set and enforce quality standards that become the benchmark for the industry.
- Collaborate with cross‑functional teams to resolve systemic issues and enhance the customer journey.
- Advance your career into senior leadership roles such as Head of Customer Experience or Customer Operations Director.
Key Responsibilities
Team Leadership & Performance Management
- Lead, coach, and inspire a remote customer service team of 15–25 agents, ensuring alignment with brighthush’s vision and values.
- Monitor daily metrics: productivity, quality scores, attendance, and key performance indicators (KPIs) to maintain high standards.
- Conduct regular one‑on‑one coaching sessions, performance reviews, and career development conversations.
- Implement corrective action plans for performance gaps and track progress through data‑driven dashboards.
- Foster a culture of accountability, collaboration, and continuous improvement.
Training & Onboarding Excellence
- Own the full onboarding journey for new hires, ensuring they are fully equipped before handling live customer interactions.
- Develop, update, and maintain comprehensive training materials, SOPs, call scripts, and quality guidelines.
- Deliver structured, engaging training sessions—both live and recorded—tailored to skill levels and learning styles.
- Analyze call recordings and customer feedback to identify recurring training needs and refine curricula.
- Measure training effectiveness through pre‑ and post‑assessment scores, agent confidence, and performance metrics.
Quality Assurance & Coaching
- Execute systematic call reviews and QA evaluations, ensuring adherence to scripts, processes, and brand voice.
- Identify recurring quality issues and develop targeted coaching plans to address them.
- Coach agents on communication, professionalism, problem‑solving, and process compliance.
- Track improvement trajectories and adjust coaching strategies accordingly.
- Maintain consistent QA standards across all channels—phone, email, chat, and digital platforms.
Customer Experience & Escalation Management
- Handle complex or escalated customer concerns with empathy, professionalism, and a solutions‑oriented mindset.
- Ensure seamless, consistent support across all communication channels.
- Identify recurring pain points, propose actionable improvements, and collaborate with product and engineering teams.
- Support agents in navigating difficult or sensitive customer situations, providing guidance and resources.
- Maintain high standards for tone, responsiveness, and overall customer satisfaction.
Operations & Reporting
- Track, analyze, and report on CSAT, response times, resolution rates, agent productivity, QA scores, and training outcomes.
- Maintain accurate documentation and operational records to support audit and compliance requirements.
- Leverage customer service platforms, VOIP systems, ticketing tools, and reporting dashboards to drive insights.
- Identify trends, root causes, and recurring issues through data analysis.
- Collaborate with cross‑functional stakeholders to resolve systemic challenges and improve the customer journey.
Essential Qualifications
- 10+ years of progressive experience in customer service leadership, support supervision, or customer operations management.
- Proven track record of managing remote and/or offshore customer service teams.
- Strong background in employee coaching, training, and performance management.
- Experience conducting call reviews, QA evaluations, and escalation handling.
- Excellent spoken and written English, with a keen ear for tone and clarity.
- Exceptional organizational skills and the ability to multitask in a fast‑paced environment.
- Hands‑on experience with customer support platforms, VOIP systems, ticketing tools, and digital communication channels.
- Comfortable working independently in a remote setting, with a strong sense of self‑direction.
- Availability to work U.S. Eastern Standard Time business hours.
Preferred Qualifications & Skills
- Experience supporting U.S.‑based customers in the tech‑enabled services or energy sectors.
- Background in facility management, energy, or high‑growth startup environments.
- Demonstrated ability to scale customer support teams and processes.
- Deep knowledge of KPI‑driven customer service operations.
- Proficiency in developing SOPs, QA scorecards, training programs, and coaching frameworks.
- Strong analytical mindset with the ability to translate data into actionable insights.
- Excellent communication skills, both verbal and written, with the ability to influence stakeholders at all levels.
What Makes You a Strong Fit
We’re looking for a leader who thrives on:
- Developing people, not just supervising them.
- Delivering constructive, professional feedback that drives growth.
- Holding team members accountable while maintaining high morale.
- Remaining calm, solution‑focused, and customer‑centric during escalations.
- Setting high standards for communication and service quality.
- Using QA and performance data to continuously improve agent performance.
- Being highly organized, consistent, and reliable in follow‑through.
- Managing a distributed team with minimal oversight.
- Turning recurring performance issues into structured coaching and training opportunities.
Career Growth Opportunities
At brighthush, your success opens doors to a variety of senior leadership roles:
- Customer Support Manager – overseeing multiple teams and scaling operations.
- Head of Customer Experience – shaping the overall customer journey across all touchpoints.
- Training & Quality Manager – leading enterprise‑wide training initiatives and QA programs.
- Customer Operations Director – driving operational excellence and strategic initiatives.
We invest in your professional development through mentorship, leadership training, and access to industry conferences and certifications.
Work Environment & Company Culture
brighthush is a remote‑first organization that values flexibility, transparency, and collaboration. Our culture is built on:
- Open communication channels across all levels.
- Data‑driven decision making and a commitment to continuous improvement.
- Recognition of individual and team achievements.
- Inclusive practices that celebrate diversity and foster belonging.
- Work‑life balance initiatives, including flexible scheduling and wellness programs.
Compensation, Perks, and Benefits
While specific figures vary based on experience, we offer a competitive salary package that includes:
- Base salary commensurate with market rates for senior customer service leadership roles.
- Performance‑based bonuses tied to team KPIs and customer satisfaction metrics.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Unlimited paid time off and flexible holidays.
- Professional development budget and access to online learning platforms.
- Regular virtual team‑building events and wellness initiatives.
- Equity or stock‑option opportunities for long‑term contributors.
Typical Day in Your Role
Each day begins with a quick review of team dashboards—attendance, CSAT, response times, and any outstanding escalations. You’ll then dive into coaching sessions, call reviews, and training modules. Throughout the day, you’ll handle escalated issues, refine SOPs, and collaborate with product and engineering to resolve systemic challenges. Your focus remains on ensuring that every agent is empowered, accountable, and delivering an outstanding customer experience.
Key Metrics for Success
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Quality Assurance scores and adherence rates.
- Average response and resolution times.
- Agent productivity and utilization.
- Training and onboarding effectiveness.
- Escalation resolution rates.
- Process and SOP compliance.
- Performance improvement post‑coaching.
- Overall team reliability and consistency.
Interview Process
- Initial Application
- One‑Way Video Interview via Spark Hire
- Video Interview with a brighthush Recruiter
- Practical Assessment (role‑play or case study)
- Client Interview with senior leadership
- Offer & Onboarding
How to Apply
If you are an experienced customer service leader who excels at coaching, training, and driving quality, we want to hear from you. Submit your application today and take the next step in your career by leading a high‑performing remote team at brighthush.
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