Senior Customer Experience Supervisor – Call Center Leadership & Sales Support Excellence

Introduction

Welcome to brighthush, a trailblazer in the telecommunications and digital services arena. We are more than a provider of connectivity; we are a catalyst for innovation, creativity, and meaningful impact. At brighthush, we empower people to live, work, and play by connecting them to the experiences that bring them joy. Our brighthush Team is a vibrant community of forward‑thinkers who anticipate change, lead with purpose, and believe that listening is the foundation of learning. Whether we’re navigating a crisis or celebrating a milestone, we unite to lift our communities and build trust in every interaction, everywhere and always. If you’re ready to join a culture that values bold ideas, continuous growth, and exceptional customer service, we invite you to explore the brighthush Team Life.

Key Responsibilities

As the Senior Customer Experience Supervisor, you will be the linchpin that ensures our call center delivers world‑class service while driving sales support excellence. Your role is dynamic, collaborative, and results‑oriented. Below are the core responsibilities you will master:

• Lead, Motivate, and Develop a High‑Performing Team: Inspire a diverse group of customer care agents to exceed service level agreements (SLAs) and achieve sales targets. Foster a culture of continuous improvement, accountability, and peer recognition.
• Strategic Resource Management: Allocate staffing, monitor real‑time call volumes, and adjust schedules to maintain optimal efficiency and customer satisfaction.
• Quality Assurance & Coaching: Review agent‑customer interactions, provide constructive feedback, and implement coaching plans that elevate service quality and product knowledge.
• Policy & Procedure Champion: Enforce brighthush policies, procedures, and guidelines. Serve as the go‑to resource for complex escalations and policy clarifications.
• Data‑Driven Decision Making: Analyze performance metrics, identify trends, and recommend actionable insights to senior leadership.
• Cross‑Functional Collaboration: Partner with Sales, Technical Support, and Product teams to resolve customer issues, upsell solutions, and gather feedback for continuous improvement.
• Continuous Learning & Development: Stay abreast of industry trends, new technologies, and emerging customer expectations to keep the team ahead of the curve.

Essential Qualifications

To thrive in this role, you should bring a blend of experience, education, and personal attributes that align with brighthush’s high standards:

• Education: Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience: Minimum of four years in a customer service or call center environment, with at least two years in a supervisory or managerial capacity.
• Availability: Willingness to work evenings, weekends, and holidays as required by the call center schedule.
• Location: Reside within 75 miles of the reporting location to facilitate occasional in‑person huddles, training sessions, and team meetings.
• Leadership Skills: Proven ability to inspire, coach, and develop a team while maintaining high morale and engagement.
• Communication: Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Analytical Thinking: Strong problem‑solving skills and the ability to interpret data to drive performance improvements.

Preferred Qualifications

While not mandatory, the following qualifications will set you apart and accelerate your success at brighthush:

• Advanced degree (MBA, Master’s) or relevant certifications (e.g., Certified Customer Experience Professional).
• Experience in technical product support or sales call centers.
• Prior experience leading cross‑functional teams or projects.
• Proficiency with call center software (e.g., Genesys, Five9) and CRM platforms.
• Demonstrated success in driving sales conversions or upsell initiatives.

Skills & Competencies

Success in this role requires a blend of hard and soft skills that enable you to excel in a fast‑paced, customer‑centric environment:

• Customer‑First Mindset: Deep empathy for customers and a relentless drive to resolve issues efficiently.
• Leadership Presence: Ability to command respect, influence peers, and lead by example.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.
• Time Management: Prioritize tasks, manage multiple projects, and meet deadlines.
• Tech Savvy: Comfortable with digital tools, analytics dashboards, and emerging technologies.
• Collaboration: Work effectively across departments and build strong stakeholder relationships.
• Resilience: Maintain composure under pressure and turn challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the value you bring to our customers. As a Senior Customer Experience Supervisor, you will:

• Gain exposure to senior leadership and strategic initiatives that shape the future of customer experience.
• Access a comprehensive learning portal featuring courses on leadership, data analytics, product knowledge, and industry trends.
• Participate in mentorship programs that pair you with seasoned executives for career guidance.
• Earn certifications that enhance your skill set and marketability.
• Be considered for accelerated promotion tracks into Director or VP roles within the Customer Experience or Sales divisions.

Work Environment & Company Culture

Our brighthush culture is built on transparency, collaboration, and a shared commitment to excellence. You will experience:

• Inclusive Environment: A diverse workforce where every voice is heard and valued.
• Innovation Hub: Opportunities to contribute ideas that shape product development and service delivery.
• Work‑Life Balance: Flexible scheduling, remote work options, and a supportive team that respects personal commitments.
• Recognition & Rewards: Regular acknowledgment of achievements through awards, bonuses, and public shout‑outs.
• Community Engagement: Volunteer programs, charity partnerships, and community outreach initiatives that allow you to give back.

Compensation & Benefits

While the base salary for this role ranges from $72,500 to $126,000 annually, brighthush offers a comprehensive rewards package that includes:

• Health & Wellness: Medical, dental, vision, and mental health coverage.
• Financial Security: 401(k) plan with company match, life insurance, and disability protection.
• Paid Time Off: Up to 8 company‑paid holidays, 6 personal days, and 15 days of vacation for new hires (growing with tenure).
• Family Support: Paid parental leave, adoption assistance, and tuition reimbursement.
• Perks & Incentives: Pet insurance, identity theft protection, short‑term and long‑term disability, and more.
• Performance Bonuses: Overtime, shift differential, holiday pay, and other incentive opportunities.

How to Apply

Ready to elevate your career and make a tangible impact on millions of customers? Submit your application today and join a team that values innovation, integrity, and excellence. We look forward to exploring how your unique talents can help shape the future of customer experience at brighthush.