Senior Customer Service Trainer – Onboarding & Continuous Learning Leader for High‑Volume Service Excellence

About brighthush

At brighthush, we’re redefining what it means to deliver world‑class customer service in a fast‑moving, high‑volume environment. Our mission is simple: empower every customer interaction to feel personal, helpful, and memorable. Whether you’re a seasoned professional or just starting your career, brighthush offers a culture that values curiosity, ownership, and continuous improvement. We’re looking for a passionate, results‑driven Trainer to shape the next generation of Customer Service Representatives (CSRs) and to elevate the performance of our existing team.

Why Join brighthush?

• Impactful Work – Your training programs will directly influence how thousands of customers experience our brand each day.
• Growth Opportunities – From leading high‑impact projects to mentoring peers, you’ll have clear pathways to advance into senior L&D, program management, or leadership roles.
• Inclusive Culture – We celebrate diverse perspectives and encourage every team member to bring their authentic self to work.
• Competitive Compensation – We offer a comprehensive package that includes base salary, performance bonuses, health benefits, 401(k) matching, and more.
• Learning & Development – Continuous learning is embedded in our DNA. You’ll have access to cutting‑edge training tools, industry conferences, and internal knowledge sharing.

Key Responsibilities

As the first point of contact for new CSRs, you will set the tone for their entire onboarding journey and ensure they transition smoothly into high‑performance roles. Your day‑to‑day activities will include:

• Design & Deliver Training – Create engaging, adult‑learning‑focused virtual classroom sessions that cover customer service fundamentals, tool navigation, and company policies.
• Performance Coaching – Conduct one‑on‑one coaching, provide constructive feedback, and help learners close performance gaps.
• Quality Assurance – Review and score customer calls using our quality control framework, calibrate with peers, and use speech‑to‑text analytics to assess issue resolution, empathy, and product knowledge.
• Data‑Driven Decision Making – Analyze training metrics, identify trends, and recommend improvements to enhance learner outcomes.
• Administrative Leadership – Oversee daily training logistics, assign learning specialists, monitor e‑learning completion, and maintain accurate training records.
• Special Projects – Lead initiatives that improve the learning environment, such as content redesign, tool enhancements, and cross‑functional process improvements.
• Stakeholder Collaboration – Work closely with Workforce Management, Operations, IT, HR, and internal L&D to align training with business objectives.
• Corrective Action & Compliance – Partner with the Training Manager and HR to address attendance, behavioral, or performance issues, following the corrective action process up to termination if necessary.

Essential Qualifications

• Minimum 120 days of experience as a Coach, Team Lead, or two years in new‑hire and ongoing employee training.
• Consistently meet or exceed performance and quality metrics over the past 30 days.
• Zero corrective actions in the last 90 days.
• Strong facilitation skills for both onsite and virtual environments.
• Excellent written, verbal, and listening communication abilities.
• Proficiency with Microsoft Windows, Slack, Zoom, Outlook, and web‑based applications.
• Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to adapt to changing business needs and adjust plans accordingly.
• Willingness to travel as required.
• Valid pharmacy licensing if applicable to specific training modules.

Preferred Qualifications

• Bachelor’s degree or equivalent experience.
• Prior training experience in high‑volume customer service or related industries.
• Experience with learning technology platforms (e.g., LMS, virtual classroom tools).
• Advanced virtual facilitation techniques.
• Knowledge of data analytics tools for training assessment.

Skills & Competencies

• Strategic Thinking – Translate business goals into actionable training plans.
• Coaching & Mentoring – Inspire learners to reach their full potential.
• Analytical Acumen – Use data to drive continuous improvement.
• Collaboration – Build strong relationships across functional teams.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Customer‑Centric Mindset – Keep the customer experience at the heart of every training initiative.

Career Growth & Learning Benefits

At brighthush, we believe that learning never stops. As a Trainer, you’ll have access to:

• Internal leadership development programs.
• Mentorship from senior L&D and operations leaders.
• Cross‑functional project opportunities that broaden your skill set.
• Annual training budget for external certifications and conferences.
• Regular performance reviews with clear career progression pathways.

Work Environment & Culture

Our culture is built on the principles of ownership, collaboration, and continuous improvement. You’ll find a supportive, inclusive environment where:

• Ideas are welcomed and acted upon.
• Feedback is constructive and timely.
• Team members celebrate each other’s successes.
• Work‑life balance is respected, with flexible scheduling options.

Compensation & Benefits

While specific numbers vary by role and location, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with experience.
• Performance‑based bonuses.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee wellness programs and resources.
• Professional development stipend.

How to Apply

If you’re ready to shape the future of customer service at brighthush, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Our hiring team will review your application and reach out to schedule an interview.

Join brighthush and become part of a team that’s passionate about delivering exceptional customer experiences while fostering growth, innovation, and a culture of belonging.