Seasoned Sales Call Center Supervisor – Lead Customer Service Team for Remote Operations at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to connect, collaborate, and innovate in an ever‑evolving digital landscape. With a portfolio that spans cloud communications, data analytics, and customer experience solutions, brighthush is at the forefront of shaping the future of how people and organizations interact. Our mission is simple: to deliver reliable, cutting‑edge technology that unlocks new possibilities for our clients and enriches the lives of our employees.

At brighthush, we believe that people are the heart of every successful organization. We cultivate a culture of curiosity, inclusion, and continuous growth, where every team member is encouraged to bring their authentic self to work and to challenge the status quo. Whether you’re a seasoned professional or an emerging leader, you’ll find a supportive environment that rewards innovation, collaboration, and a relentless pursuit of excellence.

Role Overview

We are seeking an experienced Sales Call Center Supervisor to lead a high‑performing remote customer service team. In this pivotal role, you will be responsible for driving operational excellence, coaching and mentoring agents, and ensuring that every customer interaction reflects the brighthush commitment to quality and satisfaction. This is a full‑time, remote position that offers flexibility while maintaining a strong connection to our core values and strategic objectives.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a diverse group of customer service agents to achieve and exceed performance metrics. Conduct regular one‑on‑one and team coaching sessions, provide constructive feedback, and create individualized development plans.
• Operational Excellence: Monitor call quality, adherence, and productivity in real time. Analyze performance data to identify trends, root causes, and opportunities for process improvement. Implement best practices and standard operating procedures to elevate service levels.
• Quality Assurance & Compliance: Ensure all interactions comply with regulatory standards, company policies, and industry guidelines. Lead quality audits, provide actionable insights, and champion a culture of continuous improvement.
• Customer Experience Champion: Act as the escalation point for complex customer issues. Resolve high‑impact cases with empathy and efficiency, turning challenging situations into opportunities for customer delight.
• Cross‑Functional Collaboration: Partner with Sales, Product, and Technical Support teams to align on customer needs, product updates, and service enhancements. Share frontline insights that inform product roadmaps and marketing strategies.
• Reporting & Analytics: Prepare and present weekly, monthly, and quarterly reports on key performance indicators (KPIs) to senior leadership. Translate data into actionable recommendations that drive business outcomes.
• Recruitment & Onboarding: Participate in the hiring process, including interviewing, selecting, and onboarding new agents. Ensure new hires receive comprehensive training and are integrated smoothly into the team.
• Workforce Management: Forecast staffing needs, manage schedules, and optimize workforce utilization to meet service level agreements (SLAs) and customer demand.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer service and sales. Share knowledge with the team through workshops, lunch‑and‑learn sessions, and informal knowledge‑sharing forums.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent combination of education and experience.
• Minimum of 4 years of progressive experience in a customer service or call center environment, with at least 2 years in a supervisory or managerial capacity.
• Proven track record of leading high‑performing teams in a remote or hybrid setting.
• Strong analytical skills with the ability to interpret data, identify trends, and implement actionable improvements.
• Excellent communication and interpersonal skills, capable of building rapport with customers, agents, and cross‑functional stakeholders.
• Proficiency with call center software (e.g., Genesys, Five9, NICE), CRM platforms (e.g., Salesforce), and Microsoft Office Suite.
• Demonstrated ability to manage multiple priorities, meet deadlines, and thrive in a fast‑paced environment.
• Willingness to work evenings, weekends, and holidays as required to support global operations.
• Home office located within 75 miles of Garden City, NY, to facilitate occasional on‑site collaboration.

Preferred Qualifications

• Experience in the telecommunications or technology sector, with a deep understanding of sales processes and customer lifecycle.
• Knowledge of quality assurance frameworks and experience conducting call audits.
• Certified in Six Sigma, Lean, or a related process improvement methodology.
• Multilingual capabilities, particularly in Spanish or other high‑demand languages.
• Experience with workforce management tools and scheduling software.
• Background in coaching or training, with a passion for developing talent.

Skills & Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide a distributed team toward shared goals.
• Customer‑Centric Mindset: Deep empathy for customers and a commitment to delivering exceptional service.
• Data‑Driven Decision Making: Comfort with metrics, dashboards, and data analysis to drive performance.
• Problem‑Solving: Strong analytical and troubleshooting skills to resolve complex issues quickly.
• Adaptability: Flexibility to pivot in response to changing priorities and evolving customer needs.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Collaboration: Proven ability to work effectively with cross‑functional teams and external partners.
• Time Management: Efficiently manage workload, prioritize tasks, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Supervisor, you will have access to:

• Structured leadership development programs that cover coaching, performance management, and strategic planning.
• Mentorship from senior leaders who are committed to your growth and success.
• Opportunities to transition into roles such as Operations Manager, Customer Experience Lead, or Product Management.
• Access to a robust learning platform that offers courses in sales strategy, technology trends, and soft‑skill development.
• Regular participation in industry conferences, webinars, and networking events to broaden your perspective.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusion. Our remote work model is designed to support work‑life balance while fostering collaboration through:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools (Slack, Microsoft Teams, Zoom) that keep everyone connected.
• Annual in‑person retreats that strengthen team bonds and celebrate achievements.
• Inclusive hiring practices that value diverse backgrounds and perspectives.
• Employee resource groups that support professional growth and community building.

Compensation & Benefits

We offer a competitive salary range of USD 72,500 – 126,000 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• 401(k) plan with company matching to help you build long‑term wealth.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Tuition reimbursement program to support your continued education and skill development.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work schedule and remote work options to accommodate your lifestyle.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Employee wellness initiatives, including mental health resources and fitness stipends.
• Annual performance bonuses and recognition programs that celebrate outstanding contributions.

How to Apply

If you are a results‑driven leader with a passion for customer experience and a desire to shape the future of technology‑enabled service, we invite you to join the brighthush family. Submit your application through our careers portal, and let’s explore how your expertise can help us elevate our customer service to new heights.

Closing Statement

At brighthush, we don’t just build technology—we build relationships. As a Sales Call Center Supervisor, you will be at the forefront of delivering exceptional service, driving operational excellence, and inspiring a team that is as passionate about customers as you are. If you are ready to lead, innovate, and grow in a dynamic, remote environment, we encourage you to apply today and become a part of our mission to connect the world through technology.