Senior Customer Retention Supervisor – Contract – Lead, Coach, and Drive Revenue Growth for a Leading Digital Currency Platform

About brighthush

brighthush is a trailblazing digital currency platform that empowers consumers worldwide to buy, sell, and manage cryptocurrency with ease and confidence. With a network of over 5,500 kiosks spanning the United States, Canada, Australia, New Zealand, South Africa, and Italy, brighthush has become the go-to destination for cash‑based crypto transactions. The company’s commitment to security, transparency, and customer education has earned it a reputation as the most trusted name in the industry.

In addition to its flagship kiosk network, brighthush offers a suite of premium services, including a personalized over‑the‑counter platform for high‑net‑worth investors, a venture arm that mentors and funds early‑stage crypto and Web3 projects, and a fully regulated European presence under the MiCA framework. These initiatives position brighthush at the forefront of the evolving digital asset landscape.

Our culture is built on innovation, collaboration, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward high performance with competitive compensation, meaningful benefits, and abundant career‑growth opportunities.

Why Join brighthush?

As a rapidly expanding global player, brighthush offers a unique blend of startup agility and the stability of a well‑established brand. Working with us means:

• Impactful Work: Your decisions directly influence customer retention, revenue, and brand loyalty.
• Growth Path: Clear progression from supervisory roles to senior leadership positions.
• Learning Culture: Access to industry‑leading training, mentorship programs, and cross‑functional projects.
• Flexibility: Fully remote, with flexible hours that respect work‑life balance.
• Benefits: Comprehensive health, dental, and vision plans; 401(k) with company match; paid time off; wellness stipend; and more.
• Recognition: Regular performance bonuses, spot awards, and public acknowledgment of achievements.

Role Overview

As the Senior Customer Retention Supervisor, you will spearhead a high‑performing team of Customer Retention Specialists. Your blend of strategic leadership and hands‑on engagement will drive repeat transactions, re‑activate dormant accounts, and unlock new revenue streams. This role is a hybrid of coaching, campaign execution, data analysis, and cross‑departmental collaboration—all within a fast‑paced, customer‑centric environment.

Key Responsibilities

• Lead, coach, and develop a team of Customer Retention Specialists, setting clear performance expectations and fostering a culture of accountability.
• Conduct outbound calls to re‑engage customers, promote repeat transactions, and support retention initiatives.
• Design, implement, and refine SOPs, outbound workflows, scripts, and training materials that align with company standards and regulatory requirements.
• Manage daily outreach schedules, campaign assignments, and priority queues to maximize agent productivity and customer touchpoints.
• Drive conversion from first to second transaction, high‑value customer retention, and reactivation through targeted outreach and incentive programs.
• Plan and execute retention campaigns, including promotional offers, discount incentives, abandoned‑transaction follow‑ups, and reactivation programs.
• Track and analyze KPIs such as outbound call volume, conversion rates, repeat transaction frequency, reactivation rates, transaction volume, and revenue impact.
• Conduct regular call reviews, performance evaluations, and coaching sessions to elevate agent effectiveness and customer engagement.
• Analyze customer activity, transaction patterns, and campaign results to uncover retention opportunities and refine outreach strategies.
• Maintain accurate CRM records, agent scorecards, and performance reports at daily, weekly, and monthly intervals.
• Handle escalated customer concerns, resolve objections, and provide support for complex interactions.
• Collaborate with Marketing, Customer Support, Sales, Operations, and Compliance to align retention initiatives with broader business objectives.
• Ensure all outreach activities comply with company policies, industry regulations, and data privacy standards.
• Support hiring, onboarding, and continuous training of new retention team members.
• Perform additional duties as assigned to support business growth and operational excellence.

Essential Qualifications

• Bachelor’s degree preferred but not required.
• Minimum of 3 years of supervisory or leadership experience in customer retention, outbound sales, or contact center operations.
• Proven track record of managing performance‑driven teams while actively participating in outbound customer outreach.
• Demonstrated success in customer conversion, retention, reactivation, and relationship management.
• Experience developing SOPs, operational workflows, call scripts, and training materials.
• Strong coaching, leadership, objection‑handling, and customer communication skills.
• Ability to set KPIs, monitor agent productivity, and drive measurable performance improvements.
• Strong analytical skills with experience interpreting performance data and developing actionable strategies.
• Excellent organizational skills, attention to detail, and the ability to work independently in a fast‑paced environment.
• Proficiency in Microsoft Office Suite (especially Excel) and experience with CRM and outbound calling platforms.

Preferred Qualifications

• Experience in fintech, financial services, cryptocurrency, or other transaction‑based businesses.
• Experience managing outbound retention campaigns, customer reactivation programs, and promotional incentives.
• Experience building or scaling customer retention processes and performance reporting.
• Knowledge of cryptocurrency and blockchain technology.
• Experience working in a regulated environment.
• Familiarity with Salesforce, Zendesk, Five9, Amazon Connect, or similar platforms.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Team Leadership & Coaching
• Customer‑Centric Mindset
• Process Design & Optimization
• Regulatory & Compliance Awareness
• Excellent Written & Verbal Communication
• Adaptability & Resilience
• Technology Proficiency (CRM, Excel, Call Platforms)

Compensation & Benefits

Competitive base salary ranging from $28,000 to $30,000 USD per year, commensurate with experience. In addition to the base, you will receive:

• Performance‑based incentives tied to team and individual KPIs.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Wellness stipend and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Employee recognition programs and spot bonuses.

Work Environment & Culture

At brighthush, we champion a culture of transparency, collaboration, and continuous improvement. Our remote-first model empowers you to work from anywhere while staying connected through daily stand‑ups, weekly team meetings, and cross‑functional workshops. We value diversity, equity, and inclusion, and we actively promote an environment where every voice is heard and every idea is considered.

Our leadership team is approachable and supportive, offering mentorship and clear pathways for career advancement. We celebrate successes—both big and small—through public shout‑outs, quarterly awards, and team celebrations.

Career Growth Opportunities

As a Senior Customer Retention Supervisor, you will be positioned for rapid advancement. Potential career trajectories include:

• Director of Customer Retention
• Head of Customer Experience
• Vice President of Sales & Retention
• Chief Customer Officer

We invest in your professional development through targeted training, leadership programs, and cross‑departmental projects that broaden your skill set and expose you to new facets of the business.

How to Apply

Ready to lead a high‑impact team and shape the future of digital currency customer experience? Submit your application through our careers portal. We look forward to learning how your expertise and passion align with brighthush’s mission to democratize cryptocurrency for everyone.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.