Seasoned Remote Customer Service Team Lead – Champion High‑Volume Call Center Operations & Housing Support Excellence at brighthush

About brighthush

brighthush is a global customer experience powerhouse, operating in over 80 countries with a vibrant workforce of more than 33,000 professionals. We’re pioneers in AI‑driven service solutions, empowering clients to navigate complex challenges with confidence and ease. Our culture is rooted in caring, collaboration, and continuous learning, and we’re honored to have been named one of America’s Greatest Workplaces by Newsweek and a Best Workplace in Financial Services & Insurance by Fortune. If you’re looking for a role where your impact resonates worldwide, brighthush is the place to grow, learn, and thrive.

Position Overview

We’re on the hunt for a Seasoned Remote Customer Service Team Lead to steer our dynamic housing support team. In this role, you’ll be the frontline leader responsible for managing daily operations, coaching a high‑volume call center team, and ensuring exceptional service for policyholders, adjusters, hotels, and internal partners. The position is part‑time, offering a flexible schedule that includes Monday, Tuesday, and Friday afternoons, and Saturday & Sunday mornings. You’ll work remotely from any of the following states: Texas, Florida, Mississippi, Arkansas, Alabama, Missouri, Kansas, Oklahoma, Indiana, Kentucky, or Arizona.

Key Responsibilities

• Operational Leadership: Oversee daily shift operations, including task delegation, workflow management, and service‑level monitoring to keep the team on track and the customer experience flawless.
• Customer Interaction: Handle inbound calls, emails, and texts, providing expert guidance on housing inquiries, hotel bookings, billing questions, and administrative tasks.
• Escalation Management: Serve as the primary point of contact for complex housing issues, using critical‑thinking and problem‑solving skills to resolve escalations efficiently.
• Team Coaching & Development: Mentor, train, and coach team members to meet productivity and quality metrics while fostering a positive, high‑energy work environment.
• Process Improvement: Analyze operational trends, identify bottlenecks, and implement solutions that enhance service delivery and customer satisfaction.
• Data Integrity & Documentation: Ensure accurate entry of housing claims, maintain the hotel database, audit folios for billing accuracy, and uphold documentation standards.
• Real‑Time Monitoring: Track call and email volumes, queue activity, staffing coverage, and service‑level performance using dashboards and IVR systems.
• Shift Coverage & Scheduling: Coordinate staffing plans, manage absences, and adjust schedules to maintain optimal coverage during peak periods.
• Quality Assurance: Participate in brighthush’s quality programs, review customer interactions, and provide actionable feedback for continuous improvement.
• Weekend Leadership: Act as the sole onsite leader during weekend shifts, ensuring seamless operations and team support.

Essential Qualifications

• Education: Bachelor’s degree from an accredited institution (preferred).
• Experience: Minimum of 4 years in customer service, call center, housing, hospitality, insurance, or a related field.
• Leadership: Prior supervisory or team‑lead experience in a high‑volume environment.
• Communication: Excellent oral and written communication skills with an engaging, personable style.
• Technical Proficiency: PC literate, proficient with Microsoft Office and call‑center software.
• Problem‑Solving: Strong analytical, critical‑thinking, and escalation resolution abilities.
• Organizational Skills: Ability to manage multiple priorities, monitor real‑time metrics, and maintain confidentiality.
• Team Orientation: Proven ability to motivate, coach, and develop team members while driving accountability.

Preferred Qualifications

• Experience with AI‑enabled customer service platforms.
• Knowledge of insurance claims processes and housing regulations.
• Previous experience in a remote or distributed team environment.
• Certification in customer service or call‑center management.

Skills & Competencies

• Leadership & Coaching
• Customer‑Centric Mindset
• Data Analysis & Reporting
• Process Optimization
• Time Management & Prioritization
• Adaptability & Resilience
• Collaboration & Team Building
• Technical Troubleshooting

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Remote Customer Service Team Lead, you’ll have access to:

• Leadership development programs that prepare you for senior management roles.
• Mentorship from industry experts and cross‑functional leaders.
• Continuous learning through online courses, webinars, and certifications.
• Opportunities to work on high‑impact projects that shape the future of customer experience.
• Clear career pathways into operations management, quality assurance, or product innovation.

Work Environment & Culture at brighthush

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

• Fully remote work with a flexible schedule that supports work‑life balance.
• Regular virtual team huddles, training sessions, and social events.
• A supportive environment that values diversity, equity, and inclusion.
• Access to cutting‑edge technology and tools that streamline your workflow.
• A culture of recognition where your contributions are celebrated and rewarded.

Compensation, Perks, and Benefits

While the exact compensation will vary based on experience and location, the starting hourly rate for this role ranges from $21.00 to $23.00. In addition to competitive pay, brighthush offers:

• Health, dental, and vision insurance (for eligible employees).
• Flexible paid time off and holiday schedule.
• Employee wellness programs and resources.
• Retirement savings plan with company match (where applicable).
• Professional development stipend and tuition reimbursement.
• Employee referral bonuses and performance‑based incentives.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values your expertise and empowers you to make a difference. You’ll:

• Lead a high‑performing team that delivers world‑class service.
• Drive operational excellence and continuous improvement.
• Collaborate with cross‑functional teams to shape innovative solutions.
• Grow your career in a supportive, inclusive environment.
• Enjoy the flexibility of remote work while staying connected to a vibrant community.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your skills and experience can help us continue to deliver exceptional customer experiences worldwide.