Senior Customer Care Team Lead – Advanced Support & Escalation Management – Remote, Baltimore, Maryland – Join brighthush

About brighthush

brighthush is a forward‑thinking organization that is redefining the way people connect with customer service. With a mission to deliver world‑class support experiences, we empower our teams to solve complex problems, drive customer satisfaction, and create lasting relationships. Our remote‑first culture blends flexibility with a collaborative spirit, allowing you to thrive from anywhere while staying connected to a vibrant community of professionals who are passionate about excellence.

Why This Role Matters

As a Senior Customer Care Team Lead, you will be the linchpin between our customers and the solutions they need. You will guide a high‑performing team, resolve escalations with finesse, and ensure that every interaction reflects the brighthush commitment to quality and empathy. This is more than a job; it’s an opportunity to shape the future of customer experience, mentor emerging talent, and influence the strategic direction of our support operations.

Key Responsibilities

• Team Leadership & Development: Mentor and coach a team of customer service representatives, fostering a culture of continuous improvement and professional growth.
• Escalation Management: Own the resolution of complex customer issues, collaborating with cross‑functional teams to deliver timely, effective solutions.
• Process Optimization: Analyze workflow metrics, identify bottlenecks, and implement process enhancements that improve efficiency and customer satisfaction.
• Performance Analytics: Track and report on key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores.
• Quality Assurance: Conduct regular quality reviews, provide constructive feedback, and ensure adherence to brand guidelines and compliance standards.
• Stakeholder Collaboration: Partner with product, engineering, and sales teams to relay customer insights and drive product improvements.
• Training & Onboarding: Design and deliver onboarding programs for new hires, ensuring they quickly become productive contributors.
• Technology Stewardship: Leverage Salesforce, Genesys, and other CRM tools to manage customer interactions, track cases, and generate actionable insights.
• Remote Work Excellence: Maintain high levels of engagement and communication within a distributed team, using virtual collaboration tools to stay connected.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of 3 years of customer service experience, with at least 1 year in a call center environment.
• Demonstrated experience leading a customer support team, preferably in a remote setting.
• Strong background in handling escalations and resolving complex customer issues.
• Proficiency with Salesforce, Genesys, and other CRM platforms.
• Excellent communication skills in English, both written and verbal.
• Ability to analyze data, identify trends, and recommend actionable improvements.
• Background check clearance (required).
• Veterans of the U.S. military are encouraged to apply and may receive bonus consideration.

Preferred Qualifications

• Experience in a regulated industry such as healthcare, finance, or government.
• Knowledge of compliance standards (e.g., HIPAA, GDPR).
• Previous exposure to advanced customer support tools and analytics platforms.
• Leadership experience in a hybrid or fully remote environment.
• Certifications in customer service or team management (e.g., CSCS, Six Sigma).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to interpret data, spot patterns, and make data‑driven decisions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Adaptability: Thrive in a fast‑moving environment and pivot quickly when priorities shift.
• Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Problem‑Solving: Approach complex issues methodically, using creative solutions to meet customer needs.
• Time Management: Prioritize tasks, manage multiple projects, and meet deadlines consistently.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Care Team Lead, you will have access to:

• Leadership development programs that prepare you for higher‑level roles.
• Mentorship from senior executives and industry experts.
• Regular training on emerging technologies, customer experience best practices, and soft‑skill development.
• Cross‑departmental projects that broaden your skill set and expose you to new business areas.
• Clear career pathways that can lead to roles such as Customer Experience Director, Operations Manager, or Product Manager.

Work Environment & Culture

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

• Flexible work hours that respect your personal commitments.
• Virtual team building events, hackathons, and wellness initiatives.
• A culture that celebrates diversity, equity, and inclusion.
• Regular town‑hall meetings where every voice is heard.
• Access to cutting‑edge tools and technology that empower you to do your best work.

Compensation & Benefits

We offer a competitive salary range of USD 55,710 – 72,076 per year, commensurate with experience and performance. In addition, you’ll receive:

• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Family and Medical Leave Insurance (FMLI) to support you during life’s important moments.
• Professional development stipend for courses, certifications, and conferences.
• Employee assistance program (EAP) for mental health and well‑being.
• Performance bonuses and recognition programs.

How to Apply

If you are ready to lead, inspire, and elevate the customer experience, we want to hear from you. Join brighthush and become part of a team that values innovation, collaboration, and excellence.

Click the link below to submit your application and take the next step in your career.