Seasoned Remote Customer Service Team Lead – Housing & Hospitality Operations, Leadership & Call Center Excellence at brighthush – Champion Global Customer Success & Operational Excellence

About brighthush

brighthush is a global pioneer in risk and claims administration, empowering clients worldwide to navigate the unexpected with confidence and clarity. With a diversified portfolio that spans insurance, benefits, and loss adjustment, we fuse deep industry expertise with cutting‑edge AI‑enabled technology to deliver solutions that set the standard for service excellence. Our global community of over 33,000 professionals across 80 countries is united by a shared commitment to caring, innovation, and continuous improvement.

From our humble beginnings to our current status as a leader in the claims ecosystem, brighthush has consistently pushed the boundaries of what is possible. We are not just a service provider; we are a partner that walks with our clients through every step of the recovery journey. Whether it’s helping a homeowner secure temporary housing after a disaster or ensuring a traveler finds a comfortable stay during an unforeseen event, our mission is to provide seamless, human‑centered support that turns uncertainty into opportunity.

Why brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. Our mission is to help people and organizations recover from loss and uncertainty, and we do so by combining human empathy with intelligent automation. As a Remote Customer Service Team Lead, you will be at the heart of this mission, guiding a distributed team that delivers world‑class support to policyholders, adjusters, hotels, and internal partners.

We offer a culture that values:

• Innovation: Continuous experimentation with AI, data analytics, and process automation.
• Empathy: A people‑first approach that places the customer’s experience at the center of everything we do.
• Growth: Structured career paths, mentorship, and a learning‑first mindset.
• Collaboration: Cross‑functional teams that break down silos and work together to solve complex problems.
• Impact: Every interaction you manage has a measurable effect on millions of lives.

Key Responsibilities

In this role, you will serve as the frontline leader for brighthush’s primary temporary housing line, ensuring seamless support for policyholders, adjusters, hotels, and internal partners. Your day‑to‑day duties will blend hands‑on customer service with strategic oversight, creating a culture of accountability, quality, and continuous improvement.

• Operational Leadership: Manage daily shift operations, including task delegation, workload distribution, and real‑time monitoring of call and email queues to maintain optimal service levels.
• Customer Advocacy: Handle inbound calls, emails, and text inquiries with professionalism and empathy, resolving complex housing issues and providing timely, accurate information.
• Escalation Management: Act as the primary point of contact for escalated inquiries, applying critical thinking to resolve challenges and maintain service levels.
• Team Development: Coach, mentor, and train associates, reinforcing best practices, service standards, and performance expectations.
• Quality Assurance: Review call recordings, email threads, and chat logs to ensure compliance with brand guidelines, identify improvement opportunities, and provide actionable feedback.
• Process Improvement: Collaborate with cross‑functional teams to refine workflows, implement automation, and streamline procedures that enhance efficiency and customer satisfaction.
• Data‑Driven Decision Making: Analyze performance metrics, generate reports, and present insights to senior leadership to inform strategy and operational adjustments.
• Compliance & Risk Management: Ensure all interactions adhere to regulatory requirements, internal policies, and data privacy standards.
• Culture Champion: Foster a positive, inclusive, and high‑energy remote work environment that aligns with brighthush’s values of caring, innovation, and continuous improvement.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent work experience).
• Minimum of 5 years of experience in a high‑volume customer service environment, with at least 2 years in a supervisory or team‑lead capacity.
• Proven track record of managing remote teams and driving performance metrics such as CSAT, NPS, and first‑contact resolution.
• Strong understanding of the housing and hospitality industry, including temporary housing solutions, hotel partnerships, and policyholder expectations.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM systems, call‑center platforms, and data analytics tools (e.g., Salesforce, Zendesk, Tableau).
• Demonstrated ability to coach, mentor, and develop talent in a virtual setting.
• High emotional intelligence, resilience, and a passion for delivering exceptional customer experiences.

Preferred Qualifications

• Experience working with AI‑enabled customer service solutions or knowledge‑management platforms.
• Background in risk management, insurance claims, or benefits administration.
• Certifications in customer experience, Six Sigma, or project management.
• Experience with remote workforce management tools and virtual collaboration platforms.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire and guide a distributed team toward shared goals.
• Analytical Thinking: Strong data literacy to interpret metrics and drive actionable insights.
• Problem‑Solving: Quick, effective resolution of complex customer and operational issues.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a fast‑changing environment and embraces new technologies.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless focus on exceeding expectations.
• Collaboration: Works seamlessly with cross‑functional teams such as product, compliance, and technology.
• Time Management: Efficiently balances multiple priorities in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Remote Customer Service Team Lead, you will:

• Advance to senior leadership roles such as Regional Operations Manager, Director of Customer Experience, or VP of Customer Success.
• Participate in our internal leadership development program, which includes mentorship, executive coaching, and rotational assignments.
• Access a robust learning portal featuring courses on AI, data analytics, risk management, and soft‑skill development.
• Lead cross‑functional projects that shape the future of our housing and hospitality solutions.
• Receive regular feedback loops and performance reviews that help you refine your leadership style and career trajectory.

Work Environment & Culture at brighthush

brighthush is proud of its inclusive, collaborative, and innovative culture. Even though you will be working remotely, you will feel part of a vibrant community through:

• Weekly virtual town halls with senior executives.
• Monthly virtual coffee chats and team‑building activities.
• Access to a digital wellness platform offering mindfulness sessions, fitness challenges, and mental health resources.
• Recognition programs that celebrate individual and team achievements.
• Commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Access to a global network of peers and mentors.
• Employee assistance program and mental health support.

How to Apply

If you are ready to lead a high‑performing remote team, drive operational excellence, and shape the future of housing and hospitality customer service, we invite you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for this role.

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Join brighthush and Make an Impact

At brighthush, your work will directly influence how millions of people navigate the challenges of temporary housing and hospitality. You will be part of a mission‑driven organization that values innovation, empathy, and excellence. If you are a proactive leader who thrives in a remote, high‑energy environment, we encourage you to take the next step in your career and apply now. Together, we can set new standards for customer experience and operational success.