Senior Customer Experience Team Lead – Driving Operational Excellence & Patient‑Centric Service Innovation

Welcome to brighthush – Where Patient Experience Meets Operational Excellence

At brighthush, we are redefining the way healthcare interacts with its patients. Our mission is to create seamless, empathetic, and data‑driven experiences that empower patients to take control of their health journeys. As a rapidly growing digital health platform, we blend cutting‑edge technology with a human‑first approach, ensuring every touchpoint feels personal, reliable, and transformative.

We are on the lookout for a dynamic Customer Experience Team Lead who can champion this vision. If you thrive in a fast‑paced, collaborative environment and have a passion for turning customer insights into actionable improvements, we want you on our team.

What This Role Means to You

As the Customer Experience Team Lead, you will be the linchpin that connects our frontline specialists, product engineers, quality assurance experts, and operations managers. Your leadership will shape how we listen, respond, and evolve to meet the needs of millions of patients worldwide.

Key Responsibilities

• Lead & Inspire a High‑Performing Team – Build, coach, and motivate a squad of Customer Experience Specialists to consistently exceed KPIs and SLAs.
• Strategic Process Improvement – Own the end‑to‑end customer journey, identify bottlenecks, and implement scalable solutions that elevate service quality.
• Data‑Driven Decision Making – Analyze performance metrics, surface trends, and translate insights into actionable plans.
• Cross‑Functional Collaboration – Partner with Product, Engineering, and Operations to embed customer feedback into feature roadmaps and operational workflows.
• Culture Champion – Foster an inclusive, growth‑oriented environment that celebrates success, encourages learning, and prioritizes well‑being.
• Stakeholder Management – Communicate progress, challenges, and opportunities to senior leadership and external partners.
• Compliance & Quality Assurance – Ensure all processes meet regulatory standards and internal quality benchmarks.

Essential Qualifications

• Minimum 3–5 years of experience managing customer experience or support teams in a high‑volume setting.
• Proven track record of delivering measurable improvements in team performance, customer satisfaction scores, and operational efficiency.
• Strong analytical mindset with proficiency in interpreting dashboards, trend analyses, and KPI dashboards.
• Exceptional communication and coaching skills – able to give constructive feedback and celebrate wins.
• Experience in a fast‑paced, evolving environment, preferably within digital health or a related sector.
• Demonstrated ability to build and sustain a culture of continuous learning and high performance.

Preferred Qualifications

• Background in digital health, telemedicine, or patient‑centric service delivery.
• Experience managing patient queues, handling complex queries, or working in a 24/7 support environment.
• Familiarity with cross‑functional collaboration between product, engineering, and operations teams.
• Knowledge of regulatory frameworks relevant to healthcare customer service (e.g., HIPAA, GDPR).
• Experience with agile methodologies and continuous improvement frameworks.

Skills & Competencies

• Leadership & Mentorship – Inspire, develop, and retain top talent.
• Strategic Thinking – Translate customer insights into long‑term operational strategies.
• Analytical Acumen – Leverage data to drive decisions and measure impact.
• Communication Excellence – Articulate complex ideas clearly to diverse audiences.
• Adaptability – Thrive in a dynamic, evolving environment.
• Customer‑Centric Mindset – Put patients at the heart of every decision.
• Collaboration & Influence – Build strong relationships across functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Team Lead, you will:

• Lead strategic initiatives that shape the future of patient experience across our platform.
• Mentor and develop the next generation of customer experience leaders.
• Participate in cross‑functional projects that expose you to product development, engineering, and operations.
• Access to continuous learning resources, including workshops, certifications, and industry conferences.
• Potential to advance into senior leadership roles such as Director of Customer Experience or Chief Experience Officer.

Work Environment & Company Culture

brighthush is built on the principles of transparency, collaboration, and innovation. Our culture is defined by:

• Inclusive Team Dynamics – We celebrate diverse perspectives and foster a safe space for ideas.
• Employee Well‑Being – Flexible work arrangements, mental health support, and wellness programs.
• Continuous Feedback Loop – Regular 1:1s, performance reviews, and open forums for ideas.
• Impact‑Driven Projects – Every team member’s contribution directly influences patient outcomes.
• Community Engagement – Volunteer opportunities and partnerships with local health initiatives.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior customer experience leaders.
• Performance‑based bonuses tied to team and company metrics.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan to share in the company’s growth.
• Flexible work hours and remote work options.

Availability & Work Hours

This is a full‑time position (37.5 hours per week). Depending on patient demand, you may be required to cover evening and weekend shifts. We value work‑life balance and will work with you to create a schedule that meets both operational needs and personal commitments.

How to Apply

Ready to make a tangible difference in patient experience? Submit your application through our careers portal and join a team that is passionate about transforming healthcare interactions.