Senior Customer Experience Supervisor – Lead High‑Performance Support Teams & Drive Customer Success in a Fast‑Paced FinTech Ecosystem at brighthush

About brighthush

brighthush is a trailblazer in the fintech arena, turning intricate financial workflows into intuitive, AI‑powered experiences that empower businesses of every size. From nimble startups to global enterprises, our platform automates routine tasks, surfaces actionable insights, and frees teams to focus on strategic growth. With a mission to democratize financial intelligence, we’re building the next generation of tools that keep organizations agile in an economy that never stops evolving.

At brighthush, curiosity, purpose, and a relentless drive to solve the toughest problems are at the core of everything we do. Whether you’re based in San Jose, Utah, or working remotely from anywhere in the world, you’ll join a purpose‑driven team that values innovation, collaboration, and continuous learning. Every voice matters, and every idea has the potential to shape the future of fintech.

Why This Role Matters

In a world where customer expectations shift by the minute, the quality of support can make or break a product’s success. As a Senior Customer Experience Supervisor, you will be the linchpin that ensures every interaction reflects brighthush’s commitment to excellence, empathy, and innovation. Your leadership will directly influence customer satisfaction, agent engagement, and the overall health of our support organization—ultimately driving revenue growth and brand loyalty.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and inspire a high‑performing team of 12–18 customer service agents, fostering a culture of continuous improvement, accountability, and psychological safety.
• Performance Management: Conduct regular 1:1s, team huddles, and performance reviews to set clear goals, provide constructive feedback, and celebrate achievements.
• Quality Assurance & Process Design: Design and implement robust QA programs that align with brighthush’s standards for CSAT, NPS, adherence, and first‑contact resolution.
• Data‑Driven Insights: Analyze contact center metrics (CSAT, NPS, FCR, adherence, average handle time) and translate insights into actionable strategies that improve service quality and operational efficiency.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to surface customer pain points, influence roadmap decisions, and champion product improvements.
• Escalation Management: Serve as the point of escalation for complex customer issues, demonstrating strong conflict‑resolution skills and a calm, solution‑oriented mindset.
• Inclusive Leadership: Champion an inclusive, psychologically safe environment where diverse perspectives are valued and every team member feels empowered to contribute.
• Workforce Management: Manage WFM tools and CRM systems to optimize scheduling, forecasting, and real‑time performance monitoring.
• Training & Knowledge Management: Develop and maintain comprehensive training materials, onboarding programs, and knowledge bases to ensure consistent service quality.
• Strategic Representation: Represent brighthush at internal leadership meetings, providing insights on customer trends, operational challenges, and strategic opportunities.
• Process Automation: Identify opportunities to automate repetitive tasks and streamline workflows, reducing agent effort and improving response times.
• Customer Journey Mapping: Work with the Customer Success team to map end‑to‑end customer journeys, identifying friction points and proposing enhancements.

Essential Qualifications

• 3–5 years of progressive experience in customer service leadership, with a proven track record of improving CSAT, NPS, and adherence metrics.
• Experience managing a team of at least 10–15 agents in a high‑volume contact center environment.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend data‑driven solutions.
• Proficiency in Microsoft Excel or Google Sheets for data analysis and reporting.
• Hands‑on experience with workforce management (WFM) applications and customer relationship management (CRM) systems.
• Excellent communication skills, capable of articulating complex ideas to both technical and non‑technical audiences.
• Demonstrated ability to lead through influence, coaching, and mentorship rather than direct authority.
• Positive, people‑oriented demeanor with a growth mindset and a passion for developing talent.
• Bachelor’s degree in Business, Communications, or a related field (preferred).
• Visa sponsorship: This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Preferred Qualifications

• Experience working with strategic accounts or key enterprise customers.
• Background in fintech, SaaS, or a technology‑driven customer support environment.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) for performance dashboards.
• Experience implementing coaching frameworks such as GROW or CLEAR.
• Familiarity with Agile methodologies and cross‑functional project management.
• Experience with AI‑driven support tools or chatbot integration.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Influence: Inspire trust, foster collaboration, and drive results without direct authority.
• Conflict Resolution: De‑escalate tense situations and turn challenges into opportunities for improvement.
• Data‑Driven Decision Making: Leverage metrics and analytics to inform strategy.
• Communication: Clear, confident, and adaptable communication across all levels.
• Inclusivity: Champion a culture of psychological safety and diverse perspectives.
• Adaptability: Thrive in a fast‑paced, constantly evolving environment.
• Emotional Intelligence: Recognize and manage emotions in yourself and others to build strong relationships.
• Change Management: Lead teams through transitions with minimal disruption.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Customer Experience Supervisor, you’ll have access to a wealth of development resources and career pathways:

• Leadership development programs focused on strategic management, coaching, and influence.
• Mentorship from senior leaders across product, engineering, and sales.
• Opportunities to lead cross‑functional projects that shape the future of our customer experience.
• Continuous learning through internal workshops, external conferences, and a generous learning stipend.
• Clear career pathways to Director of Customer Experience, Head of Support, or roles in Product Management and Customer Success.
• Global mobility options for leaders who wish to experience different markets and cultures.

Work Environment & Culture at brighthush

Our culture is defined by the following pillars:

• Purpose‑Driven Innovation: Every team member is empowered to bring new ideas that drive customer value.
• Collaboration Across Disciplines: We break down silos and work together to solve complex problems.
• Inclusive & Transparent: We celebrate diverse perspectives and maintain open communication channels.
• Work‑Life Balance: Flexible work arrangements, remote‑eligible roles, and generous paid time off.
• Community Impact: We support local initiatives and encourage volunteerism.
• Innovation Labs: Dedicated spaces for experimentation, rapid prototyping, and cross‑team hackathons.
• Wellness & Mental Health: On‑site wellness programs, counseling services, and mindfulness sessions.

Compensation & Benefits

While the exact salary for this role will depend on experience, location, and market conditions, we offer a competitive package that includes:

• Base Salary: $68,600 – $82,200 USD for Zone 1 (San Francisco Bay Area, New York City, Seattle), $61,800 – $73,900 USD for Zone 2 (CA non‑Bay Area, Austin, Massachusetts), and $58,300 – $69,800 USD for Zone 3 (Utah, Houston, North).
• Performance bonuses tied to team and individual metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive Health, Dental, and Vision Plans (HMO, PPO, or HDHP) – 100% paid by brighthush.
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options.
• Life Insurance, Long‑Term & Short‑Term Disability coverage.
• 401(k) retirement plan with company match.
• Paid holidays, paid time off, and a generous parental leave policy.
• Wellness stipend, gym membership discounts, and mental health resources.
• Learning stipend for courses, certifications, and conferences.
• Employee referral bonuses and performance bonuses.

How to Apply

Ready to make a tangible impact on the future of fintech? Join brighthush and help businesses reclaim their time and focus on what truly matters. Submit your application through our careers portal, and let’s explore how your experience and passion can drive our mission forward.

We look forward to welcoming you to the brighthush family!