Senior Customer Care Supervisor – Remote Call Center Leadership & Team Development at brighthush

About brighthush

brighthush is a forward‑thinking healthcare solutions provider that empowers patients, providers, and partners through exceptional customer care. With a mission to transform the way health services are delivered, brighthush leverages technology, data, and a culture of continuous improvement to create seamless experiences for every stakeholder. Our remote call center team is the heartbeat of our operations, ensuring that every inquiry, concern, or question is handled with empathy, accuracy, and speed.

Why Join brighthush?

At brighthush, we believe that great people drive great results. As a Customer Care Supervisor, you will be at the forefront of shaping a high‑performing team that delivers world‑class service. You’ll enjoy:

• Remote flexibility with a structured core schedule that balances autonomy and collaboration.
• A supportive environment that values coaching, mentorship, and professional growth.
• Competitive compensation and a comprehensive benefits package that covers health, dental, vision, retirement, and more.
• Opportunities to work across multiple states (Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, Wisconsin).
• A culture that celebrates diversity, inclusion, and the relentless pursuit of excellence.

Key Responsibilities

As a Customer Care Supervisor, you will lead, develop, and inspire a team of Customer Care Specialists who handle multichannel inquiries across phone, chat, email, and social media. Your day‑to‑day responsibilities include:

• Coaching & Development: Provide consistent feedback, create individualized action plans, and adjust coaching strategies to meet evolving agent needs.
• Performance Analysis: Review supervisor reports, analyze agent metrics, and identify trends to drive continuous improvement.
• Quality Assurance: Complete Quality Cards in line with calibration guidelines, highlight successes, and recommend actionable improvements.
• One‑on‑One Meetings: Schedule, conduct, and document 1:1 sessions to discuss performance, address concerns, and set goals.
• Operational Expertise: Maintain expert knowledge of agent responsibilities, stay current on policy changes, and shadow agents to stay connected to frontline realities.
• Disciplinary Management: Execute attendance, performance, and behavioral disciplinary processes in accordance with company policies.
• Agent Satisfaction: Measure satisfaction levels, follow up on feedback, and implement initiatives that boost engagement and retention.
• Escalation Management: Serve as the primary contact for escalated customer complaints, investigate issues, and resolve them promptly through collaboration with cross‑functional teams.
• On‑Call Support: Provide on‑call coverage as needed to ensure 24/7 service continuity.
• Annual Reviews: Evaluate overall agent performance, write, and deliver annual performance reviews.
• Travel & Flexibility: Travel between campuses up to 5% of the time and adapt to evolving business needs.
• Other Duties: Undertake additional responsibilities as assigned by leadership.

Essential Qualifications

• Minimum of 2 years of supervisory or direct leadership experience in a call center or healthcare environment.
• Associate degree or equivalent professional experience.
• Proven coaching, mentoring, and talent development skills.
• Strong familiarity with call center technology, CRM systems, and telephony tools.
• Knowledge of industry best practices and regulatory compliance requirements.
• Excellent interpersonal skills with the ability to interact cooperatively and respectfully with all team members.
• Strong analytical mindset and proficiency in data interpretation.
• Ability to manage multiple priorities in a fast‑paced environment.
• Commitment to maintaining a high level of confidentiality and professionalism.

Preferred Qualifications

• Experience in a healthcare call center setting, handling medical inquiries, insurance claims, or patient support.
• Advanced knowledge of quality assurance frameworks and calibration processes.
• Experience with performance management systems and KPI dashboards.
• Demonstrated success in driving agent engagement and reducing turnover.
• Familiarity with remote workforce management tools and virtual coaching techniques.
• Certification in customer service or call center management (e.g., CCNA, CSM).

Skills & Competencies

• Leadership & Influence: Inspire teams, set clear expectations, and foster a culture of accountability.
• Communication: Articulate complex information clearly and adapt communication style to diverse audiences.
• Problem‑Solving: Diagnose root causes, develop solutions, and implement corrective actions.
• Data‑Driven Decision Making: Leverage metrics to inform strategy and measure impact.
• Customer‑Centric Mindset: Prioritize the customer experience in every decision.
• Adaptability: Thrive in a dynamic environment and manage change effectively.
• Technology Proficiency: Comfortable with CRM platforms (e.g., Salesforce, Zendesk), call monitoring software, and collaboration tools.
• Compliance Awareness: Understand and uphold regulatory standards such as HIPAA, GDPR, and industry guidelines.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs that pair you with senior leaders.
• Access to online learning platforms, certifications, and tuition assistance.
• Clear promotion pathways from Supervisor to Manager, Director, and beyond.
• Cross‑functional projects that broaden your skill set and expand your network.
• Regular performance reviews that align your career goals with organizational objectives.

Work Environment & Culture

Our remote-first culture is built on trust, collaboration, and transparency. You’ll find:

• Flexible work hours that respect your personal commitments.
• Virtual team building events, wellness initiatives, and community outreach programs.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Open communication channels with leadership and peers.
• A focus on work‑life balance, with generous paid time off and parental leave.

Compensation & Benefits

We offer a competitive salary range of $54,326 – $64,567 per year, commensurate with experience and qualifications. In addition, you will receive:

• Health, dental, and vision insurance plans with employer contributions.
• 20 days of paid time off (PTO) and 9 paid holidays.
• 4 weeks of paid parental leave.
• 401(k) plan with up to 5% company match and no vesting requirement.
• Flexible Spending Account (FSA) for medical and dependent care expenses.
• Adoption Assistance Program.
• Educational Assistance Plan and professional membership support.
• Referral Bonus Program – up to $750 for successful hires.
• Regular wellness programs, mental health resources, and employee assistance initiatives.

Ready to Make an Impact?

If you are a passionate leader who thrives on coaching, data‑driven improvement, and delivering exceptional customer experiences, brighthush invites you to join our team. This is your opportunity to shape the future of healthcare customer care, lead a high‑performing remote team, and grow your career in a supportive, innovative environment.

Apply today and become a pivotal part of brighthush’s mission to elevate patient and provider experiences worldwide.