Seasoned Supervisor – Sales Call Customer Service Lead for High‑Performance Teams at brighthush

About brighthush

brighthush is a global leader in innovative telecommunications solutions, dedicated to connecting people, businesses, and communities through cutting‑edge technology and exceptional customer experiences. With a culture that thrives on collaboration, creativity, and continuous improvement, brighthush empowers its employees to make a real impact—both within the organization and in the lives of our customers. As we expand our customer service footprint, we’re looking for a dynamic, results‑driven Supervisor who can elevate our sales call teams to new heights.

Why This Role Matters

In today’s fast‑moving digital landscape, the customer experience is the ultimate differentiator. As a Supervisor – Sales Call Customer Service Lead, you will be the linchpin that transforms a group of talented agents into a cohesive, high‑performing unit. Your leadership will directly influence customer satisfaction scores, revenue growth, and the overall brand perception of brighthush. If you thrive on coaching, data‑driven decision making, and fostering a culture of excellence, this is the role for you.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a team of 12‑20 sales call agents, ensuring they meet and exceed performance metrics while maintaining a positive, inclusive work environment.
• Operational Excellence: Oversee daily call center operations, including scheduling, quality assurance, and workflow optimization to maximize productivity and customer satisfaction.
• Issue Resolution & Escalation Management: Act as the first point of escalation for complex customer inquiries, providing timely, accurate solutions and ensuring a seamless handoff to relevant departments.
• Performance Analytics: Monitor key performance indicators (KPIs) such as call volume, average handle time, first‑contact resolution, and sales conversion rates; translate data into actionable insights.
• Continuous Improvement: Identify process gaps, recommend enhancements, and collaborate with cross‑functional teams (Product, Marketing, and Technical Support) to implement best practices.
• Compliance & Quality Assurance: Ensure all interactions adhere to regulatory standards, company policies, and quality benchmarks, conducting regular audits and coaching sessions.
• Stakeholder Collaboration: Partner with senior management to align team goals with broader business objectives, presenting progress reports and strategic recommendations.
• Shift Management: Manage evening, weekend, and holiday shifts, guaranteeing adequate coverage while maintaining employee engagement and morale.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field or a minimum of four years of progressive experience in a customer service or sales call center environment.
• Proven track record of leading high‑volume teams, with demonstrable success in improving key metrics such as CSAT, NPS, and sales conversion.
• Strong analytical mindset, comfortable working with dashboards, reporting tools, and data‑driven decision making.
• Excellent verbal and written communication skills in English; additional language proficiency is a plus.
• Ability to work flexible hours, including evenings, weekends, and holidays, to meet business needs.
• Residency within 75 miles of the reporting location (Morristown, New Jersey) to facilitate occasional on‑site collaboration.

Preferred Qualifications

• Experience in the telecommunications or technology sector, with a deep understanding of product offerings and industry trends.
• Certification in Call Center Management, Customer Experience, or related disciplines.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and call center software (e.g., Genesys, Five9).
• Background in coaching and developing talent, including conducting performance reviews and creating individualized development plans.
• Knowledge of compliance regulations such as PCI-DSS, GDPR, or HIPAA as they relate to customer data handling.

Skills & Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide a diverse team toward shared goals.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning customer challenges into opportunities.
• Problem‑Solving: Quick thinker who can diagnose issues, propose solutions, and implement fixes efficiently.
• Data Literacy: Comfortable interpreting metrics, spotting trends, and translating numbers into actionable strategies.
• Adaptability: Thrives in a fast‑paced environment, managing multiple priorities while maintaining high quality.
• Collaboration: Works seamlessly with cross‑functional teams to align objectives and share insights.
• Time Management: Prioritizes tasks effectively, ensuring deadlines are met without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels innovation and success. As a Supervisor, you will:

• Access a structured leadership development program that includes mentorship, workshops, and executive coaching.
• Participate in cross‑departmental projects, gaining exposure to product development, marketing, and technical support.
• Earn certifications in customer experience, project management, or data analytics through our tuition reimbursement program.
• Advance to senior management roles such as Director of Customer Experience, Head of Sales Operations, or VP of Customer Success.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• Fully equipped home office stipend to create a productive workspace.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• Inclusive, diverse, and collaborative environment where every voice is heard.
• Clear communication channels and transparent decision‑making processes.
• Opportunity to work with cutting‑edge technology and innovative solutions that shape the future of telecommunications.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent.

• Salary Range: USD 72,500 – 126,000 per year, commensurate with experience and performance.
• Bonus & Incentives: Performance‑based bonuses tied to team metrics and company goals.
• 401(k) Matching: Up to 4% company match to help you build long‑term wealth.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Parental Leave: Generous paid parental leave for new parents.
• Tuition Reimbursement: Up to $5,000 per year for approved courses and certifications.
• Retirement Plan: Access to a 401(k) plan with company contributions.
• Employee Assistance Program: 24/7 counseling and support services.

How to Apply

Ready to lead a high‑performing sales call team and shape the future of customer experience at brighthush? Submit your application through our careers portal and join a company that values innovation, collaboration, and personal growth.