Senior Customer Service Team Lead – Global Client Support Champion, Coaching Excellence, Process Innovation & Leadership – brighthush

About brighthush

brighthush is a trailblazer in the customer experience arena, fusing state‑of‑the‑art artificial intelligence, predictive analytics, and human‑centered design to create service solutions that redefine how businesses interact with their customers. With a footprint spanning more than 30 countries and a portfolio that includes Fortune 500 brands, we empower organizations to deliver seamless, personalized experiences that drive loyalty, revenue, and brand advocacy. Our culture is rooted in curiosity, collaboration, and a relentless pursuit of excellence. We’re on the lookout for a visionary Team Lead who can inspire a high‑performing customer service squad to reach new heights and shape the future of support at brighthush.

Why Join brighthush?

When you become part of brighthush, you’ll experience a workplace that values diversity, creativity, and personal growth. We offer:

• Competitive Compensation & Comprehensive Benefits: Market‑aligned base salary, performance‑based bonuses, and a robust benefits package that covers medical, dental, vision, mental health, and financial wellness.
• Flexible Work Environment: Fully remote roles with occasional in‑office collaboration, allowing you to balance work and life while staying connected to a vibrant team.
• Career Development & Learning: Access to continuous learning platforms, leadership training, mentorship programs, and cross‑functional project opportunities.
• Inclusive Culture: A commitment to equity, inclusion, and belonging, with employee resource groups, volunteer initiatives, and a supportive community that celebrates every voice.
• Impactful Work: Your contributions will directly shape the customer experience for thousands of users, driving satisfaction, loyalty, and business success.

Key Responsibilities

As the Team Lead, Customer Service, you will be the linchpin of our support operations, ensuring that every interaction reflects brighthush’s commitment to excellence. Your day‑to‑day duties will include:

• Lead & Coach: Mentor a diverse team of customer service representatives, fostering a culture of continuous learning, accountability, and high morale.
• Operational Oversight: Monitor daily workflows, queue metrics, and service levels to guarantee timely issue resolution and optimal resource allocation.
• Escalation Management: Serve as the primary point of contact for escalated customer concerns, applying analytical thinking and empathy to resolve complex issues swiftly.
• Performance Management: Conduct regular performance reviews, set SMART goals, and deliver constructive feedback that drives personal and team growth.
• Onboarding & Development: Design and execute onboarding programs for new hires, ensuring they quickly become productive, engaged team members.
• Data‑Driven Insights: Track, analyze, and report on key performance indicators (KPIs) such as response time, resolution rate, CSAT, and productivity, translating data into actionable improvement plans.
• Process Improvement: Identify bottlenecks, propose enhancements, and collaborate with cross‑functional teams to streamline workflows and elevate service quality.
• Compliance & Standards: Enforce adherence to brighthush policies, industry regulations, and customer service standards, maintaining a high level of quality and consistency.
• Scheduling & Coverage: Plan and manage shift schedules, ensuring adequate coverage during peak periods while respecting team work‑life balance.
• Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to resolve complex customer issues and provide feedback that informs product development.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Minimum of 4 years of progressive customer service experience, with at least 1 year in a supervisory or coaching capacity.
• Proven track record of managing high‑volume support environments and driving measurable improvements in service metrics.
• Strong analytical mindset, capable of interpreting data, spotting trends, and recommending evidence‑based solutions.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency with customer service platforms (e.g., Zendesk, Freshdesk), CRM systems, and Microsoft Office suite.
• Fluency in English and French is a plus, but not mandatory.
• Demonstrated ability to thrive in a fast‑paced, remote work setting while maintaining high levels of organization and focus.

Preferred Characteristics

• Customer‑centric mindset: Passionate about delivering exceptional experiences and turning challenges into opportunities.
• Calm under pressure: Able to maintain composure and lead by example during high‑stress situations.
• Adaptable & proactive: Quick to adjust to evolving priorities and proactive in identifying improvement opportunities.
• Detail‑oriented: Meticulous in tracking metrics, documenting processes, and ensuring compliance.
• Positive & professional attitude: Inspires confidence and fosters a collaborative, respectful team environment.

Skills & Competencies

• Leadership & Team Motivation
• Conflict Resolution & Escalation Management
• Coaching & Employee Development
• Performance Management & KPI Analysis
• Process Improvement & Lean Methodologies
• Time Management & Prioritization
• Cross‑Functional Collaboration & Communication
• Decision Making & Accountability

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the work you do. As Team Lead, you will:

• Progress to senior leadership roles such as Customer Experience Manager, Director of Support Operations, or Head of Customer Success.
• Participate in leadership development programs that cover strategic planning, stakeholder management, and advanced analytics.
• Engage in cross‑departmental projects that broaden your skill set and expose you to new business areas.
• Access a curated library of industry certifications, webinars, and workshops to stay ahead of emerging trends in customer experience.

Work Environment & Culture at brighthush

Our culture is built on trust, transparency, and a shared commitment to excellence. You’ll find:

• Remote‑first operations with flexible scheduling to accommodate global teams and peak demand periods.
• Regular virtual town halls, team‑building events, and informal check‑ins that keep the community connected.
• A collaborative mindset where ideas are welcomed, and feedback is constructive.
• Recognition programs that celebrate achievements, milestones, and innovative contributions.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• Mental health and wellness resources, including counseling services and mindfulness programs.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Parental leave (paid) and caregiver support.
• Employee assistance programs and financial wellness tools.

How to Apply

Ready to lead, inspire, and transform customer experiences at brighthush? Submit your resume and a cover letter detailing your leadership philosophy, relevant achievements, and why you’re excited about this role. We look forward to exploring how your expertise can elevate our support operations and drive customer delight.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Accessibility Commitment

brighthush is dedicated to providing accessible hiring practices. If you require accommodations during the application or interview process, please contact our HR team at [email protected] or call 888‑692‑2272. We will work with you to ensure a fair and supportive experience.

Join brighthush – Where Customer Service Meets Innovation

Take the next step in your career by leading a passionate team, driving continuous improvement, and shaping the future of customer experience. Apply today and help us create brighter, more connected futures for our clients worldwide.