Senior Customer Experience Supervisor – Remote Call Center Leadership & Escalation Management, Data‑Driven Analytics, Continuous Improvement Champion, Team Development & Customer Success Advocate – Drive Service Excellence & Loyalty at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that delivers world‑class support services to a diverse portfolio of clients across the United States. With a culture rooted in innovation, collaboration, and continuous improvement, we empower our people to grow, learn, and thrive in a fully remote work environment. Our mission is simple: to create exceptional experiences for every customer we serve, while fostering a workplace where every team member feels valued, challenged, and inspired.

Why brighthush is the Place to Accelerate Your Career

• Impactful Work – Your leadership will shape the quality of service that millions of customers rely on daily.
• Remote Flexibility – Work from anywhere in Maryland (or beyond) with a fully supported, technology‑enabled remote setup.
• Career Growth – We invest in your professional development through mentorship, training, and clear advancement pathways.
• Competitive Compensation – Earn a salary in the range of USD 59,305 – 93,533 per year, commensurate with experience and performance.
• Comprehensive Benefits – Enjoy generous paid time off, a retirement plan, health & wellness programs, and more.

Role Overview

As a Senior Customer Experience Supervisor at brighthush, you will be the linchpin that ensures our customer service team operates at peak efficiency and delivers outstanding service. You will lead a high‑performing team of 10–15 agents, manage shift schedules, resolve escalated inquiries, analyze performance metrics, and collaborate with cross‑functional teams to refine processes and tools. Your strategic insights will directly influence the customer journey, drive operational excellence, and elevate the overall brand reputation.

Key Responsibilities

• Team Leadership & Development – Inspire, coach, and motivate a diverse group of customer care agents, fostering a culture of accountability, continuous learning, and high engagement.
• Operational Management – Design and maintain shift schedules, monitor attendance, and balance workloads to ensure optimal coverage and adherence to service level agreements.
• Escalation Management – Own the resolution of escalated inquiries, ensuring timely, accurate, and customer‑centric outcomes while maintaining compliance with internal policies.
• Performance Analytics – Collect, interpret, and report on key metrics such as CSAT, AHT, first‑contact resolution, and agent utilization. Translate data into actionable improvement plans.
• Process Improvement – Partner with Operations, Quality Assurance, Training, and Technology to identify bottlenecks, implement automation, and enhance knowledge base content.
• Coaching & Feedback – Conduct regular one‑on‑one meetings, performance reviews, and targeted coaching sessions to nurture professional growth and skill development.
• Compliance & Quality Assurance – Ensure adherence to company policies, industry regulations, and data privacy standards. Champion a culture of quality and ethical conduct.
• Leadership Representation – Represent the team in leadership meetings, providing insights on customer trends, operational challenges, and strategic opportunities.
• Continuous Improvement Initiatives – Lead or participate in projects such as process redesign, tool enhancements, and knowledge base expansion to drive efficiency and customer satisfaction.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Minimum of 4 years of customer service experience in a call center environment.
• At least 1 year of supervisory or team‑lead experience, with a proven track record of managing high‑volume teams.
• Strong analytical skills with the ability to interpret data and drive actionable improvements.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in brighthush’s proprietary CRM platform, brighthush’s call‑routing system, and brighthush’s productivity suite (Word, Excel, PowerPoint).
• Background check clearance required.

Preferred Qualifications

• Experience in a BPO or outsourced customer support setting.
• Knowledge of quality assurance frameworks and performance measurement tools.
• Familiarity with remote workforce management platforms.
• Demonstrated ability to lead through change and ambiguity.
• Multilingual capabilities (any additional language is a bonus).

Skills & Competencies

• Leadership & Coaching – Inspire and develop team members to achieve their full potential.
• Problem‑Solving – Quickly diagnose issues and implement effective solutions.
• Data‑Driven Decision Making – Leverage analytics to inform strategy and optimize performance.
• Customer‑Obsessed Mindset – Prioritize customer satisfaction and advocate for the customer within the organization.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Collaboration – Work seamlessly with cross‑functional stakeholders.
• Time Management – Balance multiple priorities and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Customer Experience Supervisor, you will have access to:

• Structured leadership development programs that cover coaching, conflict resolution, and strategic thinking.
• Mentorship from senior leaders who are passionate about talent development.
• Cross‑training across different functional areas (e.g., Operations, Quality, Training) to broaden your skill set.
• Opportunities to lead special projects, process improvements, or new service initiatives.
• Annual performance reviews that align your career goals with organizational objectives.

Work Environment & Culture at brighthush

Our remote work model is built on trust, accountability, and a shared commitment to excellence. You will enjoy:

• A fully equipped home office stipend to ensure you have the tools you need.
• Regular virtual team gatherings, town halls, and social events to foster connection.
• A culture that celebrates diversity, equity, and inclusion.
• Transparent communication from leadership and a flat organizational structure that encourages idea sharing.
• Access to wellness resources, including mental health support and fitness stipends.

Compensation & Benefits

We offer a competitive salary range of USD 59,305 – 93,533 per year, based on experience and performance. In addition, you will receive:

• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance options.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for personal and professional support.
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonus program.

How to Apply

Ready to take the next step in your career and lead a high‑performing customer care team at brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.

Apply Now

Join brighthush Today

At brighthush, we’re not just a company – we’re a community of passionate professionals dedicated to making a difference. If you’re a proactive, data‑driven leader who thrives in a fast‑paced, remote environment, we want to hear from you. Apply today and help us shape the future of customer experience.