Senior Customer Solutions Supervisor – Remote Team Leadership, Escalation Management, and Customer Experience Excellence for Home‑Improvement Technology at brighthush

About brighthush

brighthush is a trailblazer in the home‑improvement technology sector, delivering cutting‑edge software and process‑management solutions that empower homeowners, contractors, and service providers to streamline installations, track progress, and ensure quality. With a mission to make every home improvement project smoother, faster, and more transparent, brighthush has grown from a niche startup to a national leader, serving thousands of customers across the United States. Our culture is built on innovation, collaboration, and a relentless focus on customer success. We believe that great people create great products, and we’re committed to fostering an environment where every team member can thrive, learn, and make a real impact.

Why This Role Matters

In the fast‑moving world of home‑improvement technology, the customer experience is the single most powerful differentiator. As the Senior Customer Solutions Supervisor, you will be the heartbeat of our support organization, ensuring that every interaction not only resolves a problem but also reinforces brighthush’s promise of reliability and excellence. Your leadership will shape the way we respond to challenges, drive continuous improvement, and ultimately influence the satisfaction of thousands of homeowners and professionals who rely on our platform.

Key Responsibilities

• Team Leadership & Development: Lead a remote team of 8–12 customer support agents, providing daily coaching, performance feedback, and individualized career development plans that align with both team and company goals.
• Escalation Management: Act as the primary point of contact for high‑severity tickets, coordinating cross‑functional resources to resolve issues within SLA and ensuring that critical incidents are handled with speed and precision.
• Performance Monitoring: Track key metrics (CSAT, NPS, AHT, FCR, SLA compliance) in real time, analyze trends, and implement data‑driven initiatives that elevate service quality and operational efficiency.
• Process Optimization: Partner with product, engineering, and operations teams to refine support workflows, enhance knowledge base content, and develop automation scripts that reduce manual effort and improve first‑contact resolution.
• Quality Assurance: Conduct regular call reviews, provide constructive feedback, and maintain a culture of quality and accountability that encourages continuous learning.
• Reporting & Analytics: Generate weekly and monthly reports for senior leadership, highlighting trends, risks, and opportunities, and translate insights into actionable strategies.
• Stakeholder Collaboration: Work closely with Sales, Marketing, and Product teams to align customer feedback with roadmap priorities, ensuring that the voice of the customer is embedded in every decision.
• Compliance & Governance: Ensure adherence to data privacy regulations, internal policies, and industry best practices, safeguarding customer information and maintaining trust.

Essential Qualifications

• Minimum 3 years of experience in a call center or customer support environment, with at least 1 year in a supervisory or team‑lead capacity.
• Proven track record of managing escalations and driving resolution metrics in a remote setting.
• Strong analytical mindset with the ability to interpret data, identify root causes, and recommend actionable improvements.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms (e.g., brighthush, brighthush, brighthush) and case‑management tools.
• Reliable high‑speed internet connection and a quiet, dedicated home workspace.
• High emotional intelligence, conflict‑resolution aptitude, and a customer‑centric attitude.
• Bachelor’s degree in Business, Communications, or a related field preferred.

Preferred Qualifications

• Experience in the home‑improvement, construction, or related technology industry.
• Knowledge of project management methodologies (Agile, Scrum, Kanban).
• Experience with workforce management tools (e.g., brighthush, brighthush, brighthush).
• Prior exposure to remote team management platforms (e.g., brighthush, brighthush, brighthush).
• Certifications in Customer Experience (CX), Six Sigma, or related disciplines.

Skills & Competencies

• Leadership & Coaching: Ability to motivate, mentor, and develop a high‑performing remote team.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Data‑Driven Decision Making: Leverage metrics to drive continuous improvement.
• Customer Advocacy: Champion the customer voice across the organization.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Collaboration: Work effectively with cross‑functional teams in a distributed setting.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared responsibility. As a Customer Solutions Supervisor, you will have access to a wealth of development resources designed to accelerate your career trajectory.

• Leadership development programs, including mentorship from senior executives.
• Paid training courses and certifications in customer experience, data analytics, and project management.
• Cross‑functional rotation opportunities to broaden your skill set and network.
• Annual performance bonuses tied to team and individual KPIs.
• Clear promotion pathways to roles such as Senior Customer Success Manager, Director of Customer Experience, or VP of Customer Operations.

Work Environment & Company Culture

brighthush is proud to offer a fully remote, flexible work model that empowers employees to balance professional responsibilities with personal life. Our culture is defined by:

• Inclusivity & Diversity: A vibrant community where every voice is heard and valued.
• Innovation: A flat hierarchy that encourages experimentation and rapid iteration.
• Collaboration: Transparent communication channels and a shared commitment to collective success.
• Well‑Being: Access to wellness programs, mental health resources, and a supportive work‑life balance.
• Recognition: Regular shout‑outs, peer‑to‑peer recognition, and tangible rewards for outstanding contributions.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that reflects the value of your expertise and the impact you will have on our customers. In addition to base pay, you can expect:

• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching program to support your long‑term financial goals.
• Unlimited paid time off (PTO) to encourage rest and rejuvenation.
• Home office stipend to ensure you have the tools you need to succeed remotely.
• Access to a digital learning library and subscription to industry publications.
• Annual company‑wide retreats and virtual team‑building events.

How to Apply

If you’re excited to lead a high‑performing remote team, manage escalations with precision, and champion a culture of continuous improvement, we encourage you to apply today. Join brighthush and help us build the future of home‑improvement technology.