Senior Customer Service Team Lead – Retail Operations & Customer Experience Excellence at brighthush

About brighthush

brighthush is more than a retailer; it’s a global movement that redefines the off‑price shopping experience. With a presence in over 4,000 stores worldwide, brighthush blends style, sustainability, and a culture that celebrates diversity and innovation. As a Fortune 100 leader, we empower associates to grow, learn, and thrive while delivering high‑quality merchandise at unbeatable prices. If you’re passionate about creating memorable customer moments, leading high‑performing teams, and shaping the future of retail, brighthush offers the platform, resources, and community to turn your ambition into reality.

Why Join the brighthush Family?

• Impactful Work: Every shift is an opportunity to shape a customer’s day, influence store performance, and contribute to a brand that values creativity and sustainability.
• Career Growth: From associate to senior leadership, brighthush provides clear pathways, mentorship programs, and continuous learning to help you reach your full potential.
• Inclusive Culture: We celebrate individuality, encourage collaboration, and foster an environment where every voice is heard.
• Competitive Compensation & Benefits: A comprehensive package that rewards performance, supports well‑being, and offers long‑term financial security.
• Community Impact: Participate in local outreach, sustainability initiatives, and corporate social responsibility projects that make a real difference.

Role Summary

We are seeking an energetic, customer‑centric Senior Customer Service Team Lead to spearhead the frontline experience at our Cape Coral, FL store. In this role, you will be the catalyst for a “Highly‑Satisfied” customer journey, driving loyalty through exceptional service, meticulous cash handling, and proactive problem resolution. You will mentor associates, enforce operational excellence, and collaborate with store leadership to achieve sales and service goals.

Key Responsibilities

• Customer Experience Leadership: Champion a “Highly‑Satisfied” customer experience by setting the tone, modeling best practices, and ensuring every guest receives personalized, efficient service.
• Drive customer loyalty initiatives, including loyalty program enrollment, upselling, and cross‑promotions that align with store objectives.
• Address customer concerns and complaints promptly, turning challenges into opportunities for delight.
• Communicate current customer experience feedback, goals, and company initiatives to all associates, fostering a shared vision.
• Train and mentor associates on policies, procedures, and frontline execution, ensuring consistent, high‑quality service.
• Provide recognition and constructive feedback on cashier performance, celebrating successes and coaching for improvement.
• Maintain and monitor cash controls, including change fund management, daily reconciliation, and audit compliance.
• Adhere to all labor laws, meal and break policies, and store scheduling requirements, ensuring fair and efficient coverage.
• Assign registers, coordinate breaks, and optimize frontline staffing to meet sales and customer traffic demands.
• Audit and approve paperwork, ensuring accuracy, completeness, and compliance with corporate standards.
• Maintain cleanliness, recovery, and organizational standards throughout the frontline, creating a welcoming environment.
• Monitor all frontline equipment, promptly reporting issues to management and ensuring timely resolution.
• Execute and adhere to company directives, including merchandising standards, loss prevention protocols, and safety procedures.
• Ensure proper handling of damages, mark‑out of stock, and merchandise ticketing, maintaining inventory integrity.
• Promote a safe environment by reporting hazards, enforcing safety protocols, and participating in safety training.
• Perform additional duties as assigned, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years of retail experience, with at least 1 year in a supervisory or coordinator role.
• Strong interpersonal and communication skills, capable of motivating and guiding a diverse team.
• Proven ability to manage cash registers, handle money accurately, and perform daily reconciliations.
• Excellent customer service orientation, with a track record of turning customer feedback into action.
• Physical ability to lift up to 50 lbs and stand for extended periods, with reasonable accommodations available.
• Flexibility to work evenings, weekends, and holidays as required by store operations.
• Discretion in handling confidential information and a commitment to integrity.
• Strong problem‑solving skills and the ability to make decisions quickly in a fast‑paced environment.

Preferred Qualifications

• Experience with loss prevention tools (EAS tagging, merchandise ticketing) and coding standards.
• Knowledge of store merchandising standards and the ability to enforce them consistently.
• Previous experience in a high‑volume retail environment, preferably within the off‑price sector.
• Demonstrated success in coaching associates to achieve performance metrics and career development goals.
• Proficiency with point‑of‑sale (POS) systems and basic data entry.
• Experience with performance metrics dashboards and reporting tools.
• Background in training development or instructional design is a plus.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and hold a team accountable.
• Customer Focus: Passion for delivering outstanding service and resolving issues with empathy.
• Operational Excellence: Attention to detail, strong organizational skills, and a commitment to process integrity.
• Communication: Clear, concise, and persuasive verbal and written communication.
• Adaptability: Comfortable with change, able to pivot quickly during peak periods.
• Technology Savvy: Comfortable using POS systems, inventory software, and basic office tools.
• Team Collaboration: Works effectively with cross‑functional teams, including merchandising, loss prevention, and corporate.
• Analytical Thinking: Ability to interpret data, identify trends, and implement actionable improvements.
• Time Management: Prioritizes tasks efficiently in a fast‑moving retail environment.

Career Growth & Learning Opportunities

At brighthush, we believe that every associate has the potential to ascend to leadership roles. As a Senior Customer Service Team Lead, you will:

• Participate in the brighthush Leadership Development Program, a structured curriculum covering advanced retail operations, people management, and strategic thinking.
• Earn certifications in cash handling, loss prevention, and customer experience management.
• Gain exposure to corporate initiatives, such as sustainability projects and community outreach, broadening your skill set beyond day‑to‑day operations.
• Be considered for store‑level management roles, including Assistant Store Manager, Store Manager, and Regional Manager, based on performance and potential.
• Access internal job boards, mentorship pairings, and professional networking events.
• Receive ongoing coaching and feedback from senior leaders to refine your leadership style.
• Participate in cross‑departmental projects that enhance collaboration and innovation.

Work Environment & Company Culture

Our Cape Coral store is a vibrant, fast‑moving environment where teamwork, creativity, and customer focus converge. brighthush fosters a culture that:

• Values diversity and inclusion, ensuring every associate feels respected and empowered.
• Encourages open communication, with regular town‑hall meetings and feedback loops.
• Promotes work‑life balance through flexible scheduling, paid time off, and wellness programs.
• Supports continuous learning through on‑the‑job training, e‑learning modules, and tuition reimbursement.
• Celebrates achievements with employee recognition programs, performance bonuses, and team events.
• Offers a collaborative environment where ideas are shared across all levels.
• Provides a supportive network of peers and mentors who champion your growth.

Compensation & Benefits

We offer a competitive hourly wage ranging from $16.00 to $16.50 per hour, commensurate with experience and qualifications. In addition to base pay, brighthush provides a comprehensive benefits package, including:

• Health, dental, and vision insurance options with employer contributions.
• 401(k) retirement plan with company match for eligible employees.
• Paid parental leave, holidays, vacation, and sick days.
• Employee discount program on all brighthush merchandise.
• Wellness resources such as an Employee Assistance Program (EAP), smoking cessation support, and mental health resources.
• Discounts on childcare, cell phone plans, pet insurance, and legal services.
• Access to a credit union, auto/home insurance discounts, and a scholarship program for continuing education.
• Short‑term and long‑term disability coverage, life insurance, and adoption assistance.
• Employee recognition bonuses tied to performance metrics.
• Opportunities for profit‑sharing and incentive programs.

All benefits are subject to eligibility criteria and may change over time. For detailed information, please review the brighthush benefits portal or contact our HR team.

How to Apply

Ready to lead, inspire, and elevate the customer experience at brighthush? Submit your application through our careers portal or click the link below to start your journey with us.

Apply to This Job

Location

2301 Del Prado Blvd South, Cape Coral, FL 33904 – brighthush Store 0429

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, gender, sexual orientation, national origin, age, disability, or any other protected status.