Senior Customer Solutions Supervisor – Remote (9‑6 ET) – Escalation Management & Team Coaching Specialist – Lead High‑Impact Customer Experience at brighthush

Welcome to brighthush – Where Technology Meets Exceptional Customer Care

brighthush is not just a software provider; we are a catalyst for transformation in the home‑improvement and retail sectors. With a heritage that spans more than a century of retail excellence, we fuse cutting‑edge technology with proven process‑management frameworks to empower contractors, retailers, and homeowners alike. Our mission is simple yet powerful: to eliminate friction, elevate satisfaction, and turn every customer interaction into a memorable experience. As a remote‑first organization, we give our teams the freedom to work from anywhere while staying tightly connected through a vibrant digital ecosystem.

Why brighthush is the Ideal Place for Customer Experience Leaders

At brighthush, we believe that the customer journey is the heartbeat of every business. Our culture is built on transparency, continuous improvement, and a relentless focus on empathy. We invest heavily in professional growth through structured learning paths, mentorship, and a clear promotion cadence that rewards impact and initiative. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference for millions of homeowners, brighthush is the place for you.

Position Overview – Senior Customer Solutions Supervisor

As the Senior Customer Solutions Supervisor, you will helm a high‑performing team of resolution specialists and customer service representatives. Your core mission is to ensure that every escalated issue is resolved with speed, empathy, and precision while continuously refining processes to elevate the overall customer journey. You will serve as the primary escalation point, coach your team to excellence, and collaborate cross‑functionally to solve systemic problems that impact our customers and partners.

Key Responsibilities

• Team Leadership & Coaching: Manage daily operations of the resolution team, conduct huddles, set clear goals, and provide real‑time feedback to foster a culture of continuous improvement.
• Escalation Management: Act as the first line of defense for complex or high‑impact customer issues, applying service‑recovery principles to resolve conflicts swiftly and professionally.
• Performance Monitoring: Track call queues, case backlogs, response times, resolution times, and customer satisfaction scores; generate actionable reports for senior leadership.
• Quality Assurance: Review calls, emails, and chats to ensure compliance with brand standards, identify coaching opportunities, and drive quality improvement initiatives.
• Process Improvement: Partner with Operations, Product, and Engineering to identify root causes of recurring issues, propose workflow enhancements, and implement new escalation policies.
• Data‑Driven Decision Making: Analyze trends, surface insights, and recommend staffing or process adjustments to meet or exceed service level agreements.
• Customer Experience Champion: Model empathetic communication, set the tone for the team, and ensure every interaction reflects brighthush’s commitment to excellence.
• Remote Leadership: Maintain a strong presence in a fully remote environment, ensuring team cohesion, accountability, and high morale.

Essential Qualifications

• Minimum 3–5 years of experience in a call center or customer support environment, with a proven track record in issue resolution and escalation.
• Demonstrated leadership or supervisory experience, either formal or acting, with a focus on coaching and performance management.
• Deep understanding of service‑recovery principles, root‑cause analysis, and the ability to translate insights into tangible process improvements.
• Strong analytical skills, with proficiency in interpreting KPIs, QA data, and trend reports to drive actionable change.
• Excellent communication, conflict‑resolution, and negotiation skills, capable of de‑escalating tense situations with empathy and professionalism.
• Proficiency with CRM platforms (e.g., brighthush, brighthush) and workforce or case‑management tools.
• High attention to detail, strong organizational and time‑management abilities, and the capacity to prioritize multiple escalations simultaneously.
• Self‑motivated, results‑oriented, and comfortable working independently in a fully remote setting.
• Reliable high‑speed internet connection and a quiet, dedicated home workspace free from distractions.

Preferred Qualifications

• Experience in the home‑improvement or retail technology sector.
• Knowledge of SaaS product lifecycles and cross‑functional collaboration with product teams.
• Background in data analytics or experience with BI tools (e.g., brighthush, brighthush).
• Previous exposure to performance‑based incentive programs and experience designing or managing them.
• Certification in customer experience management or related fields.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Customer‑Centric Mindset: Deep empathy for customers and a passion for delivering exceptional service.
• Problem‑Solving: Strong analytical thinking and a proactive approach to identifying and resolving root causes.
• Communication: Clear, concise, and persuasive communication across all channels.
• Adaptability: Comfortable navigating change, ambiguity, and fast‑paced environments.
• Technical Proficiency: Comfortable with CRM, workforce management, and data‑analysis tools.
• Project Management: Ability to manage multiple initiatives, set priorities, and meet deadlines.

Career Growth & Development

At brighthush, your career trajectory is designed to grow with you. Starting as a Supervisor, you can advance to Senior Supervisor, Team Lead, or Manager roles within Customer Solutions. We provide structured learning paths, mentorship programs, and access to industry conferences. Your performance will be recognized through quarterly bonuses, stock‑option opportunities, and a clear promotion cadence that rewards impact and leadership.

Work Environment & Culture

Remote‑First, People‑First – All roles are fully remote, giving you the flexibility to work from anywhere while staying connected through daily stand‑ups, virtual coffee breaks, and collaborative tools. Our culture values transparency, continuous improvement, and a healthy work‑life balance. We celebrate wins, learn from failures, and prioritize mental and physical well‑being through wellness programs and flexible scheduling.

Compensation & Perks

• Competitive Salary: $23.00–$24.00 per hour, commensurate with experience.
• Performance Bonuses: Quarterly incentives tied to team and individual KPIs.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; flexible spending accounts; health savings plan with employer contributions.
• Insurance: Company‑paid basic life, short‑term disability, long‑term disability, critical illness, hospital indemnity, group accident, and legal insurance.
• Retirement: 401(k) plan with 100% match on the first 4% of salary deferrals, all contributions vested immediately.
• Paid Time Off: Generous PTO policy, paid holidays, and paid parental leave.
• Technology Stipend: Employer‑provided equipment and a monthly stipend for home‑office upgrades.
• Employee Discounts: Savings on electronics, groceries, travel, entertainment, and more.
• Pay‑on‑Demand: Flexible payment options to support your financial needs.
• Employee Assistance Program: Confidential counseling and support services.
• Continuous Learning: Access to online courses, certifications, and conference sponsorships.

Equal Opportunity & Workplace Safety

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our workplace is drug‑free, and we maintain rigorous safety standards for all remote workers.

How to Apply

If you are ready to lead a high‑impact team, drive customer satisfaction, and shape the future of home‑improvement technology, we encourage you to apply today. Submit your resume and a brief cover letter outlining your experience with escalation management and team leadership. We look forward to exploring how you can contribute to brighthush’s mission of delivering exceptional customer experiences.