Seasoned Residential Customer Support Supervisor – Remote Leadership Role Driving Nationwide Broadband Excellence, Championing Exceptional Customer Experience, Operational Excellence, and Team Development at brighthush

About brighthush

brighthush is more than a telecommunications provider – it’s a catalyst for digital inclusion, a bridge that connects homes, businesses, and communities across the United States. With a portfolio of cutting‑edge broadband solutions, we empower people to work, learn, and play without interruption. Our growth story is driven by relentless innovation, a culture of customer obsession, and a commitment to building a workforce that reflects the diversity of the communities we serve. As we expand our footprint, we’re looking for leaders who can elevate the customer experience and inspire teams to deliver excellence every single day.

Why brighthush?

At brighthush, great work starts with great people. We foster a culture that values collaboration, continuous learning, and a “can‑do” attitude. Whether you’re a seasoned supervisor or an emerging leader, you’ll find opportunities to grow, innovate, and make a tangible impact on the lives of thousands of customers. Our remote‑first approach gives you the flexibility to work from anywhere in the U.S., while our comprehensive benefits and career‑development programs ensure you’re supported both professionally and personally.

Position Overview

As a Residential Customer Support Supervisor at brighthush, you will own the end‑to‑end customer experience in a fast‑paced, high‑volume call center environment. You’ll coach, motivate, and develop a team of Customer Support Specialists, ensuring they consistently deliver exceptional service while meeting or exceeding performance goals. Your proactive problem‑solving, data‑driven decision making, and commitment to quality will help shape the future of our customer support operations.

Your Impact

In this role, you will be the linchpin that transforms raw data into actionable insights, turning everyday interactions into memorable experiences. Your leadership will directly influence customer satisfaction scores, first‑contact resolution rates, and overall team morale. By championing a culture of continuous improvement, you will help brighthush maintain its reputation as a leader in broadband service and customer care.

Key Responsibilities

• Team Leadership: Lead a team of 10–15 Customer Support Specialists, providing daily guidance, coaching, and performance feedback to foster a culture of excellence.
• Performance Analytics: Analyze call center metrics (e.g., AHT, CSAT, FCR) to identify trends, root causes, and improvement opportunities that drive measurable results.
• Operational Collaboration: Partner with Workforce Management, HR, and Senior Leadership to optimize staffing, scheduling, and attendance policies that align with business demand.
• Escalation Management: Own the escalation process: resolve complex customer issues, de‑escalate conversations, and ensure timely, positive outcomes that reinforce customer trust.
• Training & Development: Design and deliver targeted training programs that address skill gaps, reinforce best practices, and align with company standards.
• Continuous Improvement: Champion a culture of continuous improvement by implementing quality initiatives, process enhancements, and technology adoption that increase efficiency.
• Virtual Team Culture: Maintain a virtual team environment that fosters accountability, teamwork, and high morale through regular check‑ins and engagement activities.
• Compliance & Governance: Ensure compliance with all company policies, safety regulations, and industry standards to protect both customers and the organization.
• Cross‑Functional Projects: Participate in cross‑functional projects to drive operational excellence and customer satisfaction across the organization.
• Reporting & Accountability: Report on team performance, budget adherence, and improvement metrics to senior management, providing actionable insights for strategic decisions.

Essential Qualifications

• Associate’s degree or equivalent work experience.
• Minimum of 2 years of call center leadership experience, preferably in telecommunications or related fields.
• At least 5 years of experience in the telecommunications industry.
• Proven ability to thrive in a fast‑paced, high‑volume environment while managing multiple priorities.
• Exceptional customer‑service mindset with strong rapport‑building and problem‑solving skills.
• Excellent verbal and written communication, with the ability to adapt to diverse personalities.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and call center software.
• Analytical mindset: comfortable with budgeting, costing, and data interpretation.
• Strong relationship‑building skills and business acumen, with a focus on customer needs.
• Knowledge of call center best practices, quality assurance, and continuous improvement methodologies.
• Experience leading, engaging, and monitoring remote teams.

Preferred Qualifications

• Experience with workforce management tools and scheduling systems.
• Familiarity with CRM platforms and ticketing systems.
• Background in coaching or mentoring programs.
• Knowledge of regulatory compliance in telecommunications.
• Experience implementing process improvements that increase operational efficiency.

Skills & Competencies

• Leadership & Team Development
• Data Analysis & KPI Reporting
• Customer Experience Management
• Problem Solving & Decision Making
• Change Management & Adaptability
• Communication & Interpersonal Skills
• Time Management & Prioritization
• Technical Proficiency (MS Office, CRM, Call Center Tech)
• Continuous Improvement & Process Optimization

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Leadership training programs and mentorship from senior executives.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Certification courses in project management, Six Sigma, or customer experience.
• Annual performance reviews with clear pathways for promotion to senior supervisor, manager, or director roles.
• Internal mobility programs that allow you to explore other departments such as Sales, Technical Support, or Product Development.

Work Environment & Culture

brighthush embraces a remote‑first culture that empowers employees to work from anywhere in the U.S. We foster a collaborative, inclusive, and high‑energy environment where ideas are valued and innovation thrives. Our team celebrates wins, learns from challenges, and continuously strives to exceed customer expectations. We believe in work‑life balance, so you’ll enjoy flexible scheduling, generous paid time off, and a supportive community of peers.

Compensation & Benefits

While specific salary ranges are confidential, we offer a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance with multiple plan options.
• Short‑term and long‑term disability coverage.
• Flexible Spending Accounts (FSA) for medical and dependent care.
• 401(k) plan with generous company match.
• Paid time off (PTO), holidays, and a “Share the Care” program for family support.
• Cell phone and home office stipend to support remote work.
• Uniform or boot allowance for applicable positions.
• Discounted broadband services for employees and families.
• Professional development budget and tuition reimbursement.

Home Office Requirements

To qualify for this remote position, you must meet the following home office criteria:

• Quiet, distraction‑free workspace with privacy.
• Stable, reliable internet connection (high‑speed broadband).
• Comfortable chair and ergonomic desk setup.
• Adequate lighting and a dedicated work surface.
• Functional smoke and carbon monoxide detectors.
• Location within the U.S. states that support remote work for brighthush (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, VA).

Diversity & Inclusion

brighthush is committed to creating an inclusive environment where every employee feels respected, valued, and empowered to contribute. We celebrate diversity in all its forms and believe that a diverse workforce drives innovation, creativity, and better customer outcomes. If you bring a unique perspective and a passion for inclusion, we want to hear from you.

How to Apply

If you’re ready to lead a high‑performing customer support team, drive operational excellence, and make a real difference for thousands of customers, we want to hear from you. Submit your application through our career portal and join the brighthush family today. Your journey to a rewarding, impactful career starts here.

Frequently Asked Questions

• What does a typical day look like? You’ll start with a team huddle, review performance dashboards, coach team members, handle escalations, and collaborate with cross‑functional partners. The day is dynamic, with a mix of real‑time problem solving and strategic planning.
• Is this role truly remote? Yes. You can work from any U.S. state that meets our home office criteria. We provide the necessary equipment and support to keep you connected.
• What growth opportunities exist? We have a clear ladder from Supervisor to Manager to Director, with opportunities to move into product, operations, or strategy roles. We also support certifications and advanced training.
• How does brighthush support work‑life balance? Flexible scheduling, generous PTO, and a culture that respects personal time help our employees maintain a healthy balance.

Next Steps

Ready to take the next step? Click the “Apply” button below, upload your resume, and write a brief cover letter explaining why you’re the perfect fit for this role. Our hiring team will review your application promptly and reach out to schedule an interview. We’re excited to explore how your leadership can help brighthush continue to set the standard for customer experience in the broadband industry.