Seasoned Remote Customer Service Supervisor – Dispatch Operations Leadership, Team Development & Continuous Improvement at brighthush

About brighthush

brighthush has been a trusted name in roadside assistance, insurance, and travel services for decades. Our mission is simple: to keep people moving safely and confidently, no matter where life takes them. We do this by combining cutting‑edge technology, a passionate workforce, and a culture that places the member at the center of everything we do. As we expand our footprint across the country, we’re looking for leaders who can help us elevate the customer experience to new heights—right from the comfort of their own home.

Why This Role Is a Game‑Changer

As a Remote Customer Service Supervisor at brighthush, you will be the heartbeat of our dispatch operations. You’ll guide a high‑energy team that connects members with the help they need in real time. Your strategic decisions will directly influence member satisfaction scores, operational efficiency, and the overall success of our support center. This is more than a supervisory role; it’s a leadership position that shapes the future of service excellence for a national brand.

Key Responsibilities

• Team Leadership & Development: Inspire, coach, and mentor a diverse group of customer service agents, fostering a culture of continuous improvement and high performance.
• Operational Excellence: Oversee daily service levels, dispatch activity, staffing, and performance metrics to keep operations running smoothly and on schedule.
• Data‑Driven Decision Making: Leverage real‑time dashboards and historical data to identify trends, uncover opportunities, and implement process enhancements.
• Escalation Management: Resolve complex member concerns with confidence, professionalism, and a customer‑first mindset.
• Staffing & Scheduling: Manage workforce planning to ensure optimal coverage during peak periods, including weekends and holidays.
• Process Improvement: Partner with cross‑functional leaders to refine workflows, reduce cycle times, and elevate the member experience.
• Recruitment & Onboarding: Source, interview, and onboard top talent, ensuring a seamless transition into the brighthush culture.
• Culture Champion: Build an inclusive, supportive environment where every team member feels valued and motivated to succeed.

Essential Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Minimum of 3 years in customer service and/or supervisory roles.
• Experience leading teams in a call center, dispatch, or contact center environment.
• Strong coaching and motivational skills.
• Excellent communication, relationship‑building, and problem‑solving abilities.
• Proficiency with Microsoft Office and business technology systems.
• Ability to thrive in a fast‑paced, dynamic environment while maintaining composure under pressure.

Preferred Qualifications

• Experience with data analytics tools and performance metrics.
• Background in the automotive or roadside assistance industry.
• Knowledge of workforce management software.
• Demonstrated success in implementing process improvements that drive measurable results.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Data Analysis & KPI Management
• Conflict Resolution & Escalation Management
• Change Management
• Customer‑Centric Mindset
• Adaptability & Resilience
• Technology Savvy (CRM, Workforce Management, Analytics Platforms)

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a supervisor, you’ll have access to a wealth of development resources designed to accelerate your career trajectory.

• Leadership development programs that sharpen your strategic thinking and people‑management skills.
• Mentorship from senior executives who have built successful careers within the organization.
• Cross‑functional projects that expose you to new business areas such as operations, technology, and product development.
• Tuition reimbursement for courses and certifications that align with your career goals.
• Clear promotion pathways to senior management roles, including Director of Customer Experience and Vice President of Operations.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Even though this role is remote, you’ll be part of a vibrant team that values open communication, mutual respect, and a shared commitment to service excellence. We host regular virtual town halls, team‑building activities, and quarterly in‑person gatherings at our Harrisburg, PA office to strengthen relationships and celebrate achievements.

Compensation & Benefits

While the exact salary will be commensurate with experience and industry standards, we offer a comprehensive benefits package that supports your well‑being and professional growth.

• Competitive Salary: Reflective of your experience and the value you bring to the team.
• Performance Bonuses: Incentives tied to team metrics and member satisfaction scores.
• Paid Time Off: Generous front‑loaded PTO, 1 personal day, and 8 paid holidays (including Christmas Eve and New Year’s Eve).
• Health & Wellness: Comprehensive medical, dental, and vision coverage; Health Savings Account (HSA) with employer contributions; Flexible Spending Accounts (FSA).
• Retirement: 401(k) plan with up to 6% company match, fully vested from day one.
• Insurance: Company‑paid life insurance and long‑term disability coverage.
• Volunteer Rewards: Earn up to 3 additional PTO days each year for volunteering and participating in brighthush Cares events.
• Exclusive Member Perks: Free brighthush Premier Membership and discounts on travel, automotive services, batteries, and more.
• Professional Development: Tuition reimbursement and access to internal learning platforms.

Remote Work Details

This is a fully remote position based in Harrisburg, PA. Your scheduled shift will be from 2:30 pm to 11:00 pm. While you will work remotely, attendance at in‑person leadership meetings, team gatherings, and training sessions at the Harrisburg office is required. As an Essential Duty Personnel role, you will be expected to work as scheduled, including weekends and holidays, regardless of weather conditions.

How brighthush Supports Your Success

• Work‑Life Balance: Flexible remote work paired with structured shift times to help you manage personal commitments.
• Inclusive Culture: We celebrate diversity and foster an environment where every voice is heard.
• Recognition & Rewards: Regular recognition programs that celebrate outstanding performance and innovation.
• Community Impact: Opportunities to give back through volunteer programs and community outreach initiatives.

Ready to Lead the Charge?

If you are a natural leader who thrives on coaching teams, solving challenges, and driving results, brighthush invites you to bring your expertise to our dynamic support center. Join us in delivering the exceptional service our members expect and in shaping the future of roadside assistance and member experience.

Apply Today and become part of a brand that stands for reliability, care, and innovation. Your leadership journey starts here at brighthush.