Seasoned Remote Customer Support Team Lead – Champion Client Experience, Drive Growth, Lead High‑Performance Teams, and Shape Service Excellence at brighthush

About brighthush

brighthush is a trailblazer in the travel, insurance, and benefits arena, redefining how individuals and businesses experience seamless, personalized service. With a forward‑thinking, customer‑centric philosophy, we fuse cutting‑edge technology with a human touch to deliver solutions that empower our clients to thrive. Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team that values innovation, integrity, and continuous learning.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the best work happens when people are empowered, supported, and challenged to reach new heights. As a Remote Customer Support Team Lead, you will:

• Shape the Future of Client Experience: Your leadership will directly influence how thousands of customers interact with our products and services.
• Accelerate Your Professional Growth: Structured onboarding, mentorship, and access to industry‑leading training resources ensure you’re always learning.
• Enjoy True Flexibility: A fully remote role with a flexible schedule that respects your work‑life balance.
• Earn Competitive Rewards: A base salary that reflects your experience, complemented by performance bonuses and a comprehensive benefits package.
• Be Part of an Inclusive Culture: A diverse, inclusive environment where every voice is heard and every idea can thrive.

Key Responsibilities

As the Remote Customer Support Team Lead, you will orchestrate a high‑performance support team that delivers exceptional service across multiple channels. Your day‑to‑day duties will include:

• Team Leadership & Coaching: Lead, mentor, and motivate a geographically dispersed team of customer support specialists, ensuring they meet or exceed performance metrics.
• Client Liaison: Serve as the primary point of contact for key clients, addressing inquiries related to insurance sales, benefits administration, and account management with professionalism and empathy.
• Outbound Outreach: Design and execute outbound telemarketing campaigns to promote brighthush services, identify new sales opportunities, and nurture leads.
• Negotiation & Solution Design: Collaborate with clients to negotiate terms, craft customized solutions, and align proposals with brighthush policies and compliance standards.
• Sales Administration: Oversee documentation processing, record updates, and client interaction tracking to maintain data integrity and support sales pipelines.
• Data Analysis & Reporting: Analyze client data to uncover trends, assess service gaps, and recommend actionable improvements to enhance customer satisfaction.
• Cross‑Functional Collaboration: Partner with marketing, product, and compliance teams to implement strategies that boost engagement, retention, and overall client experience.
• Process Improvement: Continuously evaluate support workflows, identify bottlenecks, and implement best practices to increase efficiency and quality.

Essential Qualifications

• Minimum of 1 year of proven experience in outside sales, retail sales, or telemarketing with a strong focus on customer interaction.
• Demonstrated ability to lead and develop a remote team, with excellent communication and coaching skills.
• Strong negotiation skills and a track record of closing deals while maintaining client satisfaction.
• Proficiency in multiple languages is highly desirable; bilingual or multilingual capabilities are a significant advantage.
• Solid understanding of sales administration processes, including documentation, record‑keeping, and pipeline management.
• Experience with insurance sales or benefits administration is a plus, but not mandatory.
• Deep knowledge of HIPAA regulations and best practices for handling sensitive information.
• Self‑motivated, organized, and capable of thriving in a fully remote environment.

Preferred Qualifications

• Advanced degree or certification in Business, Marketing, or a related field.
• Experience with CRM platforms such as Salesforce, HubSpot, or Zendesk.
• Background in data analytics tools (Excel, Tableau, Power BI) to interpret client metrics.
• Prior experience in a high‑volume call center or customer support leadership role.
• Familiarity with compliance frameworks beyond HIPAA, such as GDPR or PCI‑DSS.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Strategic Thinking: Ability to translate data insights into actionable strategies that drive growth.
• Communication: Clear, concise, and persuasive communication across all levels—internal, external, and cross‑functional.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and implement fixes in a fast‑paced environment.
• Adaptability: Comfortable navigating change, embracing new technologies, and adjusting to evolving client needs.
• Leadership: Inspires trust, fosters collaboration, and cultivates a culture of accountability.
• Technical Proficiency: Comfortable using remote collaboration tools (Zoom, Teams, Slack) and CRM systems.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As a Remote Customer Support Team Lead, you’ll have the chance to:

• Progress to senior leadership roles such as Director of Customer Experience or VP of Client Services.
• Lead cross‑functional initiatives that shape product development and market strategy.
• Participate in executive‑level training programs focused on leadership, negotiation, and data analytics.
• Earn certifications in customer experience management, sales strategy, or compliance.
• Attend industry conferences and webinars to stay ahead of market trends.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote workforce enjoys:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly virtual coffee chats that foster informal networking across departments.
• Access to a digital library of learning resources, including e‑courses, podcasts, and industry reports.
• A culture that encourages experimentation—your ideas can directly influence product and service enhancements.
• Recognition programs that reward outstanding performance, innovation, and teamwork.

Compensation, Perks & Benefits

• Competitive Base Salary: Reflective of your experience and the value you bring to the team.
• Performance Bonuses: Earn additional rewards based on team metrics and individual contributions.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus a wellness stipend.
• Retirement Plan: 401(k) with company match to help secure your future.
• Paid Time Off: Generous vacation, sick leave, and personal days to support work‑life balance.
• Flexible Schedule: Work when you’re most productive—no rigid office hours.
• Home Office Stipend: Receive a one‑time allowance to set up your ideal remote workspace.
• Professional Development: Access to paid courses, certifications, and conference sponsorships.
• Employee Referral Program: Earn bonuses for bringing talented peers into the brighthush family.

How to Apply

If you’re ready to lead a high‑impact remote team, elevate client experiences, and grow your career in a dynamic, supportive environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Join us and help shape the future of customer support—one satisfied client at a time.