Senior Customer Experience Team Lead – Driving Service Excellence, Data‑Powered Growth, and High‑Impact Leadership at brighthush

About brighthush

brighthush is a global pioneer in customer experience, redefining how fast‑moving brands deliver world‑class support. Born from a deep understanding of the challenges that high‑growth companies face, we fuse cutting‑edge technology, data‑driven insights, and a people‑first philosophy to build support solutions that scale, cut costs, and elevate service quality. With a presence in Manila, Philippines, and a distributed workforce spanning multiple continents, brighthush empowers brands worldwide to create lasting, meaningful relationships with their customers.

Our culture is built on collaboration, continuous learning, and a relentless pursuit of excellence. We celebrate diversity, encourage innovation, and provide every team member with the tools and opportunities to grow both personally and professionally. Whether you’re a seasoned leader or an ambitious professional looking to step into a leadership role, brighthush offers a dynamic environment where your ideas can shape the future of customer experience.

The Opportunity

As a Senior Customer Experience Team Lead at brighthush, you will be the heartbeat of our support operations. You’ll guide a talented group of customer service agents, ensuring they deliver exceptional service while maintaining high productivity and quality standards. Your role will bridge the gap between frontline agents, clients, and senior management, fostering a collaborative environment that drives continuous improvement.

What You’ll Do

In this role, you will:

• Lead, mentor, and inspire a high‑performing team of customer care agents.
• Provide ongoing motivation, guidance, and support through regular communication and bi‑weekly one‑on‑one meetings (weekly for probationary staff).
• Foster a positive, productive work environment by addressing concerns and sharing updates in regular team meetings.
• Conduct performance evaluations, deliver constructive feedback, and implement targeted interventions for improvement.
• Handle escalated customer issues and complaints professionally and in a timely manner.
• Manage urgent or unexpected tasks as they arise, ensuring minimal disruption to service delivery.
• Ensure the team consistently meets daily KPIs for productivity and quality of work.
• Monitor performance, identify knowledge gaps, and address training needs promptly through QA processes.
• Collaborate with Training and Operations experts to resolve knowledge gaps and streamline processes.
• Initiate improvements to boost service efficiency and overall campaign effectiveness.
• Dedicate 20% of your time to core customer service tasks to stay aligned with frontline operations.
• Assist in recruitment, onboarding, and training of new team members.
• Manage team schedules to ensure proper coverage and optimal resource utilization.
• Oversee payroll and timekeeping, ensuring accuracy and compliance with company policies.
• Facilitate communication between team members, the CS Lead, and other departments to maintain alignment and transparency.
• Promptly elevate issues or concerns to the CS Lead as needed.

Key Success Metrics

Success in this role will be measured by:

• Team productivity and quality scores consistently above target thresholds.
• Reduction in average handling time and escalation rates.
• High agent engagement scores and low turnover.
• Positive customer satisfaction metrics (CSAT, NPS).
• Successful implementation of process improvements and training initiatives.

Essential Qualifications

• Minimum 3–5 years of experience in customer support or call center operations.
• Proven track record of leading and developing high‑performing teams.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent communication and interpersonal skills, both written and verbal.
• Experience with CRM systems, ticketing platforms, and performance monitoring tools.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in a BPO or SaaS environment.
• Knowledge of quality assurance frameworks and continuous improvement methodologies.
• Background in training design or instructional development.
• Certifications in customer experience, Six Sigma, or related fields.

Skills & Competencies

• Leadership & Team Building
• Strategic Thinking & Problem Solving
• Data Analysis & KPI Management
• Process Optimization
• Conflict Resolution & Escalation Management
• Change Management
• Stakeholder Engagement
• Adaptability & Resilience

Technology Stack & Tools

In this role you will work with a suite of industry‑leading tools that enable efficient, data‑driven customer support:

• CRM platforms such as Salesforce, Zendesk, or HubSpot.
• Ticketing and help‑desk systems with real‑time analytics.
• Quality assurance and call recording solutions.
• Collaboration tools (Slack, Microsoft Teams, Zoom).
• Learning management systems (360 Learning, Cornerstone).

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• An annual learning & development budget to pursue courses, certifications, or conferences.
• 360 Learning platform access for continuous skill enhancement.
• Mentorship programs pairing you with senior leaders across the organization.
• Clear career pathways that allow you to transition into senior management, operations, or specialized CX roles.
• Regular performance reviews that focus on growth, feedback, and goal setting.
• Opportunities to lead cross‑functional projects and initiatives.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental workshops.
• Monthly team‑building events and virtual coffee chats.
• A digital knowledge hub that houses best practices, SOPs, and training materials.
• Open‑door policies that encourage feedback and idea sharing.

We celebrate diversity and inclusion, ensuring every voice is heard and valued. Our team is a vibrant mix of cultures, backgrounds, and perspectives, all united by a shared commitment to delivering outstanding customer experiences.

Compensation, Perks & Benefits

While we offer a competitive base salary that reflects your experience and the market, we also provide a comprehensive benefits package designed to support your well‑being and professional growth:

• Long‑service bonuses and anniversary rewards to celebrate your dedication.
• Health and wellness benefits, including mental health support and HMO medical coverage.
• Generous paid time off, flexible working hours, and a supportive work‑life balance.
• Life insurance coverage for you and your family.
• Annual learning budget and access to the 360 Learning platform.
• Dynamic, fast‑growing BPO environment with opportunities to work alongside global teams.
• Regular team celebrations and recognition events.

Location & Work Arrangement

Remote work is the default, with occasional visits to our BGC office in Manila to pick up equipment and participate in in‑person events. This flexible arrangement allows you to maintain a healthy work‑life balance while staying connected to the brighthush community.

How to Apply

If you’re excited to lead a high‑performing customer care team, drive operational excellence, and shape the future of customer experience, we want to hear from you. Submit your application today, including your salary expectations and preferred start date. Our dedicated recruitment team will review your details and reach out to schedule a conversation.

Take the first step toward an inspiring career at brighthush—where your leadership can make a real impact on customers and the business alike.

Apply now and become part of a company that values innovation, growth, and the power of exceptional customer service.