Senior Customer Service Lead & Trainer – Remote Leadership, Coaching, and Quality Assurance Excellence for a Global Tech‑Enabled Service Provider at brighthush

About brighthush

brighthush is a trailblazing, tech‑enabled service provider that empowers businesses worldwide to deliver exceptional customer experiences at scale. With a presence in over 30 countries and a relentless focus on innovation, we transform partner support operations into strategic assets that drive loyalty, retention, and sustainable growth. Our culture is built on collaboration, curiosity, and a commitment to continuous improvement. We believe that every interaction is an opportunity to create lasting value, and we equip our teams with the tools, training, and mindset to turn that promise into reality.

Why This Role Matters

As the Senior Customer Service Lead & Trainer, you will be the heartbeat of our remote support ecosystem. You will shape how our agents interact with customers, set the tone for quality, and ensure that every touchpoint reflects brighthush’s commitment to professionalism and empathy. This is more than a managerial position—it’s a strategic leadership role that directly influences customer satisfaction, operational efficiency, and team culture. Your impact will ripple across the organization, driving measurable improvements in CSAT, first‑contact resolution, and agent engagement.

Key Responsibilities

Team Leadership & Performance

• Lead, mentor, and inspire a distributed team of 30+ customer service agents, ensuring alignment with brighthush’s vision and values.
• Track and analyze agent productivity, quality, attendance, and KPI performance using real‑time dashboards and weekly pulse checks.
• Conduct regular one‑on‑one coaching sessions and performance reviews, providing actionable feedback that drives measurable improvement.
• Hold team members accountable to service and productivity standards while fostering a supportive, high‑energy environment.
• Identify performance gaps, design targeted improvement plans, and monitor progress through data‑driven metrics.
• Build a consistent, accountable, and high‑performing remote team culture that thrives on collaboration and continuous growth.
• Champion a culture of psychological safety, encouraging agents to share ideas, raise concerns, and celebrate successes.

Training & Onboarding

• Own the end‑to‑end onboarding journey for new hires, ensuring they are fully equipped to handle customer interactions independently.
• Develop, maintain, and iterate on training materials, SOPs, call scripts, customer service guidelines, and quality standards.
• Deliver structured training and coaching sessions, leveraging role‑play, real‑time call reviews, and interactive workshops.
• Review calls and customer interactions to surface training opportunities and refine content.
• Continuously improve training programs based on recurring performance gaps and evolving customer expectations.
• Collaborate with product, engineering, and marketing teams to keep training content aligned with new features and brand messaging.

Quality Assurance & Coaching

• Conduct regular call reviews and QA evaluations to ensure adherence to scripts, processes, and customer experience standards.
• Identify recurring quality issues across the team and develop corrective action plans.
• Coach agents on communication, professionalism, problem‑solving, customer handling, and process adherence.
• Track improvement post‑coaching and maintain consistent QA standards across the support operation.
• Develop and maintain a QA scorecard that aligns with company KPIs and industry benchmarks.

Customer Experience & Escalations

• Handle complex or escalated customer concerns with professionalism, empathy, and a solutions‑focused mindset.
• Ensure customers receive consistent support across phone, email, chat, and other digital channels.
• Maintain high standards for tone, responsiveness, and professionalism in every interaction.
• Identify recurring customer pain points, recommend process improvements, and champion initiatives that enhance satisfaction.
• Support agents in navigating difficult or sensitive customer situations, providing guidance and resources.
• Collaborate with cross‑functional teams to resolve recurring customer or operational issues and implement systemic fixes.

Customer Support Operations & Reporting

• Track and report on key metrics: CSAT, response times, resolution rates, agent productivity, QA scores, and training performance.
• Maintain accurate documentation and operational records across all support platforms.
• Leverage customer service platforms, VOIP systems, ticketing tools, and reporting systems to drive insights.
• Identify trends and recurring performance issues through data analysis and recommend actionable solutions.
• Collaborate with cross‑functional teams to resolve recurring customer or operational issues.
• Present monthly performance dashboards to senior leadership, highlighting wins, challenges, and improvement plans.

Essential Qualifications

• 10+ years of experience in customer service leadership, support supervision, or customer operations management.
• Proven track record of managing remote and/or offshore customer service teams.
• Strong experience in employee coaching, training, and performance management.
• Hands‑on experience conducting call reviews and quality assurance evaluations.
• Excellent escalation management and customer problem‑solving skills.
• Fluent in spoken and written English, with exceptional communication abilities.
• Strong organizational and multitasking skills, capable of juggling multiple priorities in a fast‑paced environment.
• Proficiency with customer support platforms, VOIP systems, ticketing systems, and digital communication tools.
• Comfortable working independently in a remote environment and able to operate during U.S. EST business hours.
• Experience with data‑driven decision making and KPI development.

Preferred Qualifications

• Experience supporting U.S.-based customers in a high‑growth or startup environment.
• Background in facility management, energy, or tech‑enabled services.
• Experience scaling customer support teams and implementing KPI‑driven operations.
• Proven ability to develop SOPs, QA scorecards, training programs, and coaching frameworks.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) and experience building dashboards.
• Certification in Customer Experience Management or related fields.

Skills & Competencies

• Leadership & Team Development – Ability to inspire, motivate, and develop high‑performing remote teams.
• Coaching & Feedback – Skilled at delivering constructive, actionable feedback that drives growth.
• Data‑Driven Decision Making – Proficient in interpreting metrics to identify trends and inform strategy.
• Customer‑Centric Mindset – Deep commitment to delivering exceptional customer experiences.
• Process Improvement – Adept at designing, implementing, and refining SOPs and QA standards.
• Communication – Clear, concise, and persuasive communicator across all channels.
• Adaptability – Thrives in dynamic, evolving environments and can pivot quickly to meet new challenges.
• Technical Proficiency – Comfortable with CRM, ticketing, VOIP, and analytics tools.
• Strategic Thinking – Ability to align operational initiatives with broader business goals.
• Empathy & Emotional Intelligence – Skilled at understanding and responding to both customer and team emotions.

Career Growth & Development Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As Senior Customer Service Lead & Trainer, you will have the opportunity to progress into:

• Customer Support Manager – Oversee multiple support teams and shape enterprise‑wide strategy.
• Head of Customer Experience – Lead cross‑functional initiatives that elevate the entire customer journey.
• Training & Quality Manager – Design and scale training programs, QA frameworks, and performance metrics.
• Director of Operations – Drive operational excellence across all customer touchpoints.

We invest in continuous learning through mentorship, leadership workshops, and access to industry conferences. Your growth is our priority, and we provide a structured career ladder that rewards impact, innovation, and leadership.

Work Environment & Company Culture

brighthush champions a flexible, inclusive, and collaborative culture. Our remote‑first approach empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team huddles.
• Real‑time collaboration tools (Slack, Teams, Zoom).
• Regular virtual coffee chats and team‑building activities.
• Transparent communication and open feedback loops.
• Annual global retreats and quarterly hackathons.

We celebrate diversity, encourage innovation, and reward initiative. Your voice matters, and you’ll have the autonomy to shape processes that impact millions of customers. Our leadership team is approachable, and we foster a culture where ideas can be tested, failures can be learned from, and successes are celebrated collectively.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior leadership roles.
• Performance‑based bonuses tied to team metrics such as CSAT, QA scores, and resolution times.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work schedule and remote work stipend.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and mental health support.
• Access to a company‑wide learning platform with courses in leadership, technology, and customer experience.

Why Join brighthush

At brighthush, you’ll be part of a mission‑driven organization that is redefining customer support for the digital age. You’ll work with cutting‑edge technology, collaborate with global teams, and have the freedom to innovate. Your contributions will directly shape the customer experience for thousands of users worldwide, and you’ll be recognized for driving tangible results.

Our Commitment to Diversity & Inclusion

We believe diverse perspectives fuel creativity and drive better outcomes. brighthush is an equal‑opportunity employer that values inclusion, equity, and belonging. We actively seek to build teams that reflect the communities we serve and provide a supportive environment where everyone can thrive.

How to Apply

If you are a seasoned customer service leader who thrives on coaching, data‑driven improvement, and delivering world‑class support, we want to hear from you. Join brighthush and help shape the future of customer experience.

Ready to make an impact? Submit your application through our careers portal or click the link below to explore this exciting opportunity.