Senior Customer Service Supervisor – Remote – Driving Team Performance & Customer Satisfaction at brighthush

About brighthush

brighthush is a leading innovator in the healthcare and pharmacy benefits space, dedicated to transforming how people access and manage their health. With a global footprint and a mission to empower individuals to live healthier, brighthush blends cutting‑edge technology, data analytics, and a customer‑centric culture to deliver seamless, personalized experiences. Our remote‑first approach empowers teams across the United States to collaborate, innovate, and grow while maintaining a healthy work‑life balance.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. As a Customer Service Supervisor, you will play a pivotal role in shaping the experience of millions of customers, ensuring that every interaction reflects our commitment to quality, compliance, and empathy. Here’s what makes brighthush a unique place to work:

• Impactful Work: Your leadership will directly influence customer satisfaction scores, operational efficiency, and the overall success of our service delivery.
• Remote Flexibility: Work from anywhere in the United States with a flexible schedule that supports your personal and professional life.
• Growth & Development: Access to continuous learning, mentorship programs, and clear career pathways to advance into senior leadership roles.
• Inclusive Culture: A diverse, collaborative environment where every voice is heard and valued.
• Competitive Compensation: A salary range of $51,700 – $86,100 per year, commensurate with experience, plus comprehensive benefits.

Key Responsibilities

As a Customer Service Supervisor at brighthush, you will lead a high‑performing team of customer service representatives, ensuring that every interaction meets our rigorous quality standards and regulatory requirements.

• Coach, mentor, and develop team members to achieve individual and collective performance goals.
• Monitor call metrics, quality scores, and customer feedback to identify trends and implement corrective actions.
• Manage escalated customer issues, providing timely resolution and maintaining compliance with HIPAA and internal policies.
• Collaborate with cross‑functional teams (Operations, Quality Assurance, Compliance, and Technology) to streamline processes and enhance service delivery.
• Analyze performance reports and dashboards to forecast staffing needs, optimize schedules, and improve operational efficiency.
• Lead daily huddles, performance reviews, and training sessions to keep the team aligned with company objectives.
• Ensure adherence to all regulatory and company standards, including HIPAA, data privacy, and quality assurance protocols.
• Drive continuous improvement initiatives, leveraging data analytics and customer insights.
• Maintain a positive, inclusive team culture that promotes engagement, accountability, and professional growth.

Essential Qualifications

• High school diploma or GED; bachelor’s degree preferred.
• Minimum of 1 year of supervisory or leadership experience in a customer service environment.
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint) and experience with call center platforms such as Verint, CC Pulse, Amazon Connect, and AI Companion.
• Demonstrated ability to analyze reports, identify trends, and implement data‑driven solutions.
• Knowledge of HIPAA regulations and experience working within a regulated healthcare environment.
• Flexibility to work extended shifts, including evenings, weekends, and holidays as required.
• Strong problem‑solving skills and a proactive approach to process improvement.

Preferred Qualifications

• Experience in the pharmacy benefits or healthcare services industry.
• Advanced analytics skills, including proficiency with Excel pivot tables, dashboards, and basic SQL queries.
• Prior experience with remote team management and virtual collaboration tools.
• Certified in customer service excellence or related professional certifications.
• Fluency in additional languages beyond English.

Skills & Competencies

• Leadership & Team Building
• Performance Coaching & Feedback
• Data Analysis & Reporting
• Regulatory Compliance (HIPAA, PHIPA, etc.)
• Customer‑Centric Mindset
• Process Improvement & Lean Methodologies
• Conflict Resolution & Escalation Management
• Technology Proficiency (Verint, CC Pulse, Amazon Connect, AI Companion)
• Adaptability & Resilience
• Time Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Service Supervisor, you will have access to:

• Structured leadership training programs that cover coaching, performance management, and strategic thinking.
• Mentorship from senior leaders who share their expertise and guide your career trajectory.
• Cross‑functional projects that expose you to different business units and broaden your skill set.
• Online learning platforms and certifications in areas such as data analytics, project management, and healthcare compliance.
• Clear promotion pathways to roles such as Senior Supervisor, Team Lead, or Manager of Customer Experience.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling that respects personal commitments.
• Regular virtual team building events and wellness initiatives.
• Inclusive policies that celebrate diversity and promote belonging.
• Open communication channels with leadership and peers.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive salary range of $51,700 – $86,100 per year, commensurate with experience and performance. In addition, you will enjoy:

• Generous paid time off (PTO) and holiday schedule.
• Tuition reimbursement for approved courses and certifications.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Wellness stipend and mental health resources.
• Employee assistance program (EAP) for personal and professional support.
• Flexible work-from-home stipend and equipment allowance.

How to Apply

If you are passionate about leading high‑performing teams, thrive in a fast‑paced environment, and want to make a tangible impact on customer experience, we encourage you to apply. Join brighthush and help us shape the future of healthcare service delivery.

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can contribute to our mission of delivering exceptional, compliant, and compassionate service to our customers.