Seasoned Remote Team Lead – Customer Experience & Service Excellence Champion in Healthcare Solutions & Pharmaceutical Support – Drive Impactful Patient & Provider Engagement

About brighthush and the Opportunity

brighthush is a trailblazing, Canada‑based provider of integrated pharmaceutical solutions that empowers healthcare professionals to deliver the highest quality care. With a steadfast commitment to innovation, data‑driven insights, and an unwavering focus on customer experience, brighthush has become a trusted partner for clinicians, pharmacists, and patients across the country. Our mission is simple: to streamline the commercialization journey so that every touchpoint—whether it’s a prescription refill, a medication counseling session, or a supply chain inquiry—delivers clarity, confidence, and care.

We are looking for a dynamic, results‑oriented Team Lead, Customer Service to join our fully remote workforce in Ontario. This role is ideal for a seasoned customer service professional who thrives in a fast‑paced, high‑impact environment and is passionate about coaching teams to exceed service standards. As a key member of our customer experience organization, you will shape the way we interact with clients, streamline processes, and drive continuous improvement across all touchpoints.

Why brighthush?

• Impactful Work: Your leadership will directly influence the satisfaction of healthcare providers and patients, contributing to better health outcomes.
• Remote Flexibility: Work from anywhere in Ontario while enjoying a fully supported remote experience.
• Growth Mindset: Access to ongoing training, mentorship, and a clear career ladder within the customer experience and operations functions.
• Inclusive Culture: A collaborative, diverse, and supportive environment that values every voice.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, and a robust benefits program.

Role Overview

As the Team Lead, you will be the linchpin between our frontline agents and senior leadership, ensuring that every customer interaction reflects brighthush’s commitment to excellence. You will own the end‑to‑end customer experience, from onboarding new hires to implementing process improvements that elevate service quality and operational efficiency.

Key Responsibilities

Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Recruit, onboard, and mentor a high‑performing customer service team of 8–12 agents, fostering a culture of continuous learning and accountability.
• Performance Management: Conduct regular coaching sessions, performance reviews, and skill‑gap analyses to elevate service quality and drive career growth.
• Service Level Monitoring: Track key metrics (e.g., average handle time, first‑contact resolution, customer satisfaction scores) and implement corrective actions when targets are not met.
• Process Improvement: Identify bottlenecks in workflows, propose automation or process redesign, and collaborate with cross‑functional teams to implement solutions.
• Stakeholder Collaboration: Partner with Sales, Marketing, and Product teams to align customer feedback with product enhancements and marketing initiatives.
• Reporting & Analytics: Generate weekly and monthly dashboards for senior leadership, highlighting trends, risks, and opportunities.
• Compliance & Quality Assurance: Ensure all interactions adhere to regulatory standards, internal policies, and quality guidelines.
• Escalation Management: Resolve complex customer issues escalated from frontline agents, maintaining a high level of professionalism and empathy.
• Technology Stewardship: Oversee the effective use of CRM (Salesforce, HubSpot, or similar) and Microsoft Office tools to capture, analyze, and report customer data.

Essential Qualifications

To thrive in this role, you should possess the following foundational qualifications:

• Minimum 4 years of customer service experience in a high‑volume, multi‑channel environment.
• At least 1 year of proven leadership or supervisory experience, managing a team of customer service representatives.
• Strong problem‑solving, analytical, and communication skills, with the ability to translate data into actionable insights.
• Proficiency in CRM platforms (Salesforce, HubSpot, Zendesk, or similar) and Microsoft Office Suite (Word, Excel, PowerPoint, Teams).
• Bachelor’s degree in Business, Communications, Healthcare Administration, or a related field (preferred but not mandatory).
• Fluency in English (both written and spoken). Knowledge of French is a plus.
• Experience in the healthcare or pharmaceutical industry is highly desirable.

Preferred Qualifications

These additional qualifications will set you apart:

• Advanced certifications in Customer Experience Management (e.g., CXO, CSM).
• Experience with customer experience analytics tools such as Medallia, Qualtrics, or NICE.
• Knowledge of regulatory compliance in healthcare (HIPAA, PHIPA, GDPR).
• Demonstrated ability to lead cross‑functional projects that span sales, marketing, and product development.
• Strong change management skills, with a track record of driving adoption of new processes or technologies.

Skills & Competencies

Success in this role requires a blend of technical and soft skills:

• Leadership & Coaching: Ability to inspire, develop, and retain talent.
• Data‑Driven Decision Making: Comfortable interpreting metrics and translating them into strategic actions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and a deep understanding of the healthcare customer journey.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Collaboration: Works effectively with cross‑functional teams and external partners.
• Technology Savvy: Quick to adopt new tools and platforms.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Team Lead, you will have the opportunity to:

• Progress to senior leadership roles such as Director of Customer Experience or Head of Operations.
• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Participate in leadership development programs and executive mentorship.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Earn certifications in customer experience, project management, or data analytics through our learning platform.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote‑first approach means:

• Flexible work hours that accommodate personal commitments while maintaining team cohesion.
• Regular virtual town halls, team building events, and cross‑departmental knowledge sharing.
• A robust digital collaboration ecosystem (Microsoft Teams, Slack, Confluence).
• Commitment to mental health and well‑being, with access to counseling services and wellness programs.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, you can expect:

• A competitive base salary commensurate with your experience.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• Generous parental leave and family‑support benefits.
• Access to a wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Professional development budget for courses, certifications, and conferences.
• Annual remote work stipend to support home office setup.

How to Apply

If you are ready to lead a high‑performing customer service team, drive measurable improvements, and contribute to the success of a leading healthcare solutions provider, we want to hear from you. Submit your application through the link below and join brighthush in shaping the future of patient and provider support.