Senior Customer Care Supervisor – Championing Data‑Driven Support Excellence, Team Development, and Strategic Growth in FinTech Innovation at brighthush
About brighthush
brighthush is a trailblazer in the financial technology arena, redefining how businesses orchestrate finance, risk, and growth. By replacing legacy financial workflows with intelligent automation, we empower startups, mid‑market firms, and Fortune 500 enterprises to make faster, smarter decisions and reclaim valuable time. Our mission is simple yet powerful: enable organizations to thrive by simplifying finance.
At the core of brighthush lies a culture built on purpose, curiosity, and relentless problem‑solving. We celebrate diversity, champion psychological safety, and encourage every team member to bring bold ideas to the table. If you thrive in a fast‑paced, ever‑evolving environment and want to help shape the future of financial technology, brighthush is the place for you.
Why This Role Matters
As a Senior Customer Care Supervisor, you become the linchpin that connects frontline agents to brighthush’s strategic vision. Your leadership will directly influence how our customers experience our products and how brighthush scales its support operations to meet global demand. You will be the catalyst for continuous improvement, ensuring that every customer interaction reflects our commitment to excellence and innovation.
In this role, you will not only manage a high‑volume support team but also shape the future of our customer experience strategy. Your insights will drive product enhancements, inform marketing initiatives, and help us maintain a competitive edge in the fintech space.
Key Responsibilities
- Team Leadership & Development: Conduct regular 1:1s, team meetings, and coaching sessions to set clear goals, provide constructive feedback, and foster a culture of continuous improvement.
- Performance Management: Own the full performance lifecycle—goal setting, adherence monitoring, quality assurance, and performance reviews—while maintaining a data‑driven approach to decision making.
- Conflict Resolution: De‑escalate high‑intensity customer interactions and internal conflicts with empathy, professionalism, and a solutions‑oriented mindset.
- Process Improvement: Identify bottlenecks, propose and implement process enhancements, and collaborate with cross‑functional teams (Product, Engineering, Sales) to align support workflows with business objectives.
- Strategic Account Support: Partner with the Strategic Accounts team to ensure seamless service delivery for high‑value clients, translating their needs into actionable support plans.
- Metrics & Analytics: Own key contact center KPIs—adherence, CSAT, NPS, first‑contact resolution, and quality scores—using dashboards and regular reporting to drive accountability.
- Leadership Brand: Build a trusted, collaborative leadership presence that inspires confidence, promotes psychological safety, and encourages open dialogue across all levels.
- Stakeholder Communication: Present insights, trends, and improvement plans to senior leadership, translating data into clear, actionable narratives.
- Compliance & Governance: Ensure all team activities adhere to brighthush policies, industry regulations, and data privacy standards.
- Talent Acquisition & Onboarding: Collaborate with HR to attract, interview, and onboard top talent, ensuring a smooth transition into the brighthush culture.
- Technology Adoption: Champion the adoption of new support tools and automation solutions, driving efficiency and enhancing the agent experience.
- Customer Advocacy: Act as the voice of the customer within the organization, feeding insights back to product and engineering teams to shape future releases.
Essential Qualifications
- 3–5 years of progressive experience in customer service leadership, with a proven track record of improving CSAT, NPS, and adherence metrics.
- Minimum of 1 year managing strategic accounts or high‑volume support operations.
- Advanced proficiency in brighthush or brighthush for data analysis and reporting.
- Hands‑on experience with workforce management (WFM) tools and CRM systems (e.g., brighthush, brighthush).
- Strong analytical mindset: ability to dissect complex situations, evaluate options, and make data‑driven decisions.
- Excellent verbal and written communication skills, capable of tailoring messages to diverse audiences.
- Demonstrated ability to lead through influence, coaching, and empowerment rather than command.
- Proficiency in conflict de‑escalation techniques and customer‑centric problem solving.
- Valid U.S. work authorization; visa sponsorship is not available for this role.
- Experience managing a team of at least 10–15 agents in a high‑volume environment.
- Familiarity with SLA management and the ability to drive continuous improvement against service level targets.
Preferred Qualifications
- Experience in a fintech or SaaS environment, especially with financial automation products.
- Knowledge of advanced analytics platforms (e.g., brighthush, brighthush) for KPI visualization.
- Background in change management and cross‑functional project leadership.
- Certified in customer experience or service management (e.g., CXO, Six Sigma).
- Fluency in a second language, enhancing support for a global customer base.
- Experience with AI‑driven chatbots or virtual assistants in a support context.
- Track record of implementing agent productivity tools that reduce handle time while maintaining quality.
Skills & Competencies
- Strategic Thinking: Ability to align team goals with broader business objectives and anticipate future support needs.
- Emotional Intelligence: Empathy for customers and team members, fostering trust and psychological safety.
- Data Literacy: Comfortable interpreting dashboards, spotting trends, and translating numbers into action.
- Adaptability: Thrive in a rapidly changing environment, pivoting priorities without losing focus.
- Collaboration: Build consensus across departments, encouraging cross‑functional problem solving.
- Mentorship: Passion for coaching, skill development, and career growth of team members.
- Communication: Clear, concise, and persuasive communication with stakeholders at all levels.
- Project Management: Ability to manage multiple initiatives simultaneously, ensuring timely delivery.
- Customer‑Centric Mindset: Deep understanding of customer pain points and a relentless drive to resolve them.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Senior Customer Care Supervisor, you’ll have access to a wealth of development resources designed to accelerate your career trajectory.
- Leadership development programs covering strategic planning, financial acumen, and executive communication.
- Mentorship from senior leaders in Product, Engineering, and Operations.
- Opportunities to transition into broader roles such as Customer Success Manager, Operations Director, or Product Manager.
- Annual learning budget for courses, certifications, and conferences.
- Internal mobility pathways that encourage lateral moves to broaden skill sets.
- Access to industry conferences and thought‑leadership events to stay ahead of market trends.
- Regular knowledge‑sharing sessions with cross‑functional teams to foster continuous learning.
Work Environment & Culture
brighthush is a purpose‑driven, inclusive workplace where diverse perspectives are celebrated. We offer a flexible, hybrid model that supports both in‑office collaboration and remote autonomy.
- Hybrid work model: choose between our San Jose, CA office or a remote‑eligible setup.
- Flexible work hours to support work‑life balance.
- Regular team‑building events, hackathons, and innovation challenges.
- Open‑door policy: leaders are approachable and receptive to feedback.
- Commitment to psychological safety: a culture where ideas can be shared without fear.
- Inclusive hiring practices that prioritize underrepresented talent.
- Community outreach and volunteer opportunities aligned with our mission.
Compensation & Benefits
While the exact salary range depends on location and experience, brighthush offers a competitive package that includes:
- Base salary aligned with market benchmarks for senior support leadership roles.
- Performance‑based bonuses tied to team metrics and company goals.
- Comprehensive health, dental, and vision coverage (100% employee‑paid).
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
- Life insurance, short‑term and long‑term disability coverage.
- 401(k) retirement plan with company match.
- Paid holidays, paid time off (PTO), and a generous parental leave policy.
- Wellness stipend, gym membership discounts, and mental health resources.
- Employee stock purchase plan to share in brighthush’s growth.
- Regular wellness and mindfulness workshops.
How to Apply
If you are a proactive, people‑centric leader who thrives on data, collaboration, and continuous improvement, we invite you to join our mission to redefine financial automation. Bring your expertise, curiosity, and passion for customer success to a team that values innovation, inclusion, and growth.