Seasoned Supervisor – Sales Call Center Customer Service Leader for High‑Performance Teams in a Remote, Innovative Environment

About brighthush

At brighthush, we’re more than a technology company – we’re a movement that empowers people to connect, collaborate, and thrive in a digital world. Our mission is to deliver seamless, customer‑centric experiences that transform everyday interactions into moments of delight. Whether it’s through cutting‑edge connectivity solutions, intuitive device ecosystems, or personalized support, we’re committed to making technology work for everyone.

Our culture is built on curiosity, resilience, and a relentless pursuit of excellence. We celebrate diverse perspectives, encourage bold ideas, and reward those who turn challenges into opportunities. If you’re looking for a place where your voice matters, your growth is accelerated, and your impact is tangible, brighthush is the place for you.

Role Overview

As a Supervisor – Sales Call Center Customer Service Leader, you will be the catalyst that drives a high‑performing team to deliver world‑class service to our customers. You’ll blend strategic leadership with hands‑on coaching, ensuring that every interaction reflects brighthush’s commitment to quality, empathy, and efficiency.

In this remote role, you’ll manage a dynamic team of customer service agents, coordinate call volume, monitor performance metrics, and continuously refine processes to exceed service level agreements. Your leadership will shape the customer experience, influence team morale, and directly impact our brand reputation.

Key Responsibilities

• Team Leadership & Development: Recruit, train, and mentor a diverse group of customer service agents, fostering a culture of continuous improvement and high engagement.
• Operational Excellence: Oversee daily call center operations, ensuring optimal staffing, efficient call routing, and adherence to service level agreements.
• Performance Management: Track key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores; provide actionable feedback and coaching.
• Process Improvement: Identify bottlenecks, propose solutions, and implement best practices to streamline workflows and enhance customer outcomes.
• Quality Assurance: Conduct regular call reviews, maintain quality standards, and lead quality improvement initiatives that elevate the customer experience.
• Policy & Compliance: Enforce company policies, procedures, and regulatory requirements; serve as the point of escalation for complex customer issues.
• Stakeholder Collaboration: Partner with cross‑functional teams—product, technical support, and sales—to resolve escalated issues and share customer insights.
• Data‑Driven Decision Making: Analyze performance data, generate reports, and present findings to senior leadership to inform strategic initiatives.
• Shift Management: Schedule and manage shift coverage, including evenings, weekends, and holidays, to maintain continuous service availability.
• Culture Champion: Promote brighthush values, recognize outstanding performance, and cultivate an inclusive, high‑energy work environment.

Essential Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of four years of progressive experience in customer service or call center operations, with at least two years in a supervisory or managerial capacity.
• Strong understanding of customer service metrics, quality assurance frameworks, and call center technology (e.g., CRM, workforce management tools).
• Demonstrated ability to lead and motivate teams in a fast‑paced, remote environment.
• Excellent communication, interpersonal, and conflict‑resolution skills.
• Proficiency in data analysis and reporting tools (Excel, Power BI, Tableau, or similar).
• Willingness to work flexible hours, including evenings, weekends, and holidays, to support a 24/7 service model.
• Home office located within 75 miles of either Scranton, PA or Philadelphia, PA.

Preferred Qualifications

• Advanced degree (MBA, Master’s in Business Administration, or related field).
• Experience in a technical product or service environment, such as telecommunications, software, or consumer electronics.
• Prior experience managing remote teams or implementing remote work strategies.
• Certifications in customer service management, Six Sigma, or related disciplines.
• Knowledge of industry regulations (e.g., FCC, GDPR) and compliance best practices.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Translate business goals into actionable operational plans.
• Analytical Acumen: Leverage data to drive decisions and optimize performance.
• Customer‑Centric Mindset: Deep empathy for customer needs and a passion for service excellence.
• Adaptability: Thrive in a rapidly changing environment and pivot quickly when priorities shift.
• Collaboration: Work effectively across departments and geographies.
• Technology Savvy: Comfortable with call center platforms, CRM systems, and emerging digital tools.

Career Growth & Learning Opportunities

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

• Structured leadership training programs that cover coaching, performance management, and strategic planning.
• Mentorship from senior leaders who share their expertise and guide your career trajectory.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Continuous learning resources—webinars, e‑learning modules, and industry conferences—to keep you at the forefront of customer service innovation.
• Clear advancement pathways—from Supervisor to Team Lead, Manager, and beyond—aligned with your performance and aspirations.

Work Environment & Company Culture

Our remote-first approach means you can work from the comfort of your home while staying connected to a vibrant, collaborative community. We provide:

• State‑of‑the‑art technology stack for remote collaboration and performance monitoring.
• Regular virtual town halls, team‑building events, and informal coffee chats to foster camaraderie.
• Flexible work arrangements that respect work‑life balance.
• A culture that celebrates innovation, recognizes achievements, and encourages continuous improvement.

Compensation & Benefits

While the base salary for this role is competitive and commensurate with experience, we also offer a comprehensive benefits package designed to support your health, well‑being, and financial security:

• Health, dental, and vision insurance plans.
• Short‑term and long‑term disability coverage.
• Basic and supplemental life insurance.
• Identity theft protection and pet insurance options.
• Group home and auto insurance.
• Matched 401(k) savings plan.
• Paid holidays, personal days, and paid parental leave.
• Tuition assistance and professional development stipends.
• Performance‑based incentives, including overtime, shift differentials, and holiday pay.
• Up to 15 days of vacation per year for new hires, increasing with tenure.

Because we value flexibility, compensation is tailored to reflect your hours and role level.

How to Apply

If you’re ready to lead a high‑performing team, elevate customer experiences, and grow your career in a forward‑thinking organization, we encourage you to apply today. Even if you don’t meet every “preferred” qualification, we’re excited to hear how your unique background can contribute to brighthush’s success.

Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how you can help shape the future of customer service at brighthush.

Closing

Join brighthush and become part of a community that values innovation, collaboration, and customer obsession. Your leadership will not only drive operational excellence but also inspire a team to deliver service that sets industry standards. Take the next step in your career—apply now and help us create brighter, more connected experiences for our customers.