Senior Customer Care Training Lead – Remote (U.S./Canada) – Championing Call Center Excellence, Innovative Training Design, and Exceptional Patient Experience at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the way people experience hearing care. By marrying state‑of‑the‑art technology with a heartfelt, patient‑first philosophy, we empower individuals across the United States and Canada to discover, evaluate, and receive personalized hearing solutions from the comfort of their own homes. Our digital platforms simplify the journey from initial inquiry to final fitting, while our dedicated customer care team ensures every interaction is a step toward restoring the joy of sound. With a clear, mission‑driven purpose—to make exceptional hearing care accessible to everyone, everywhere—we are building a world‑class customer care organization that thrives on empathy, innovation, and a relentless pursuit of excellence.

Why brighthush is the Place to Grow Your Career

At brighthush, you’re not just filling a role—you’re shaping the future of patient experience in the hearing care industry. We offer a dynamic, remote work environment that empowers you to balance professional growth with personal flexibility. Our culture is built on collaboration, transparency, and a relentless focus on learning. Whether you’re a seasoned trainer or a passionate educator eager to make an impact, brighthush provides the resources, mentorship, and recognition you need to thrive.

Role Overview

As a Senior Customer Care Training Lead, you will be the catalyst for excellence across our call center operations. Your mission is to design, deliver, and continuously refine training programs that empower our agents to provide world‑class service to patients and partners. Your influence will extend beyond the classroom, shaping the very culture of customer care at brighthush.

Key Responsibilities

• Design & Deliver Training Programs: Create engaging, role‑specific curricula that cover product knowledge, customer interaction protocols, compliance standards, and soft‑skill development. Facilitate live virtual sessions using brighthush and other e‑learning platforms.
• Coaching & Performance Management: Conduct one‑on‑one coaching sessions, provide constructive feedback, and develop individualized improvement plans for agents. Use data analytics to identify skill gaps and tailor training interventions.
• Develop Training Materials: Author scripts, job aids, e‑learning modules, and assessment tools. Ensure all content aligns with brand guidelines, regulatory requirements, and best practices in customer service.
• Continuous Improvement: Analyze training outcomes, gather agent and manager feedback, and iterate on content and delivery methods. Stay current with industry trends and emerging technologies that can enhance learning effectiveness.
• Cross‑Functional Collaboration: Partner with HR, Operations, Quality Assurance, and Product teams to align training initiatives with business objectives and compliance mandates.
• Data‑Driven Reporting: Track key performance indicators such as training completion rates, agent competency scores, and post‑training performance metrics. Present insights to senior leadership to inform strategic decisions.

Essential Qualifications

• Minimum of 2 years of experience in call center training, coaching, or learning & development within a high‑volume customer service environment.
• At least 3 years of hands‑on call center or customer service experience to understand the nuances of frontline interactions.
• Proficiency in brighthush and virtual training platforms.
• Strong facilitation skills, with the ability to engage diverse audiences and adapt content to varying learning styles.
• Excellent written and verbal communication skills in English, with a keen eye for detail and clarity.
• Comfortable working independently in a remote setting, managing multiple priorities, and meeting deadlines.

Preferred Qualifications

• Experience in the healthcare or medical device industry, particularly in hearing care or related services.
• Familiarity with CRM systems such as brighthush.
• Knowledge of compliance regulations (HIPAA, GDPR, etc.) that impact customer interactions.
• Experience with Learning Management Systems (LMS) and e‑learning authoring tools.
• Prior experience in a remote training or coaching role.

Core Competencies & Skills

• Instructional Design: Ability to translate complex information into clear, actionable learning experiences.
• Data Analysis: Proficiency in interpreting training metrics and translating insights into actionable improvements.
• Adaptability: Comfortable pivoting training strategies in response to evolving business needs or market changes.
• Collaboration: Strong teamwork skills, with a knack for building relationships across departments.
• Customer‑Centric Mindset: Deep appreciation for the patient journey and a commitment to delivering outstanding service.
• Technology Savvy: Comfortable navigating multiple digital tools and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Senior Trainer, you will have access to a robust professional development program that includes:

• Mentorship from senior leaders in customer experience and product strategy.
• Regular workshops on the latest instructional design methodologies and emerging technologies.
• Opportunities to lead cross‑functional projects that influence product development and customer journey mapping.
• Clear career pathways to roles such as Director of Training, Head of Customer Experience, or Product Training Lead.
• Annual learning stipend to attend conferences, webinars, or pursue certifications relevant to your role.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the U.S. or Canada while staying connected to a vibrant, collaborative team. We foster:

• Weekly virtual coffee chats to keep the team spirit alive.
• Monthly town‑hall meetings where leadership shares company updates and celebrates wins.
• A culture of psychological safety that encourages experimentation and continuous improvement.
• Inclusive hiring practices that value diverse perspectives and experiences.
• Regular feedback loops that empower employees to shape their own growth trajectories.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior training professionals.
• Performance‑based bonuses tied to training impact metrics and customer satisfaction scores.
• Health, dental, and vision insurance plans with generous coverage options.
• Flexible paid time off (PTO) and a generous holiday schedule.
• 401(k) retirement plan with company match.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Unlimited learning budget for courses, certifications, and conferences.
• Equity opportunities for long‑term employees.

How to Apply

Ready to make a difference in the lives of patients while advancing your career in a forward‑thinking, remote environment? Click the link below to submit your application and join the brighthush team.