Senior Global Customer Service Team Leader – Omnichannel Support & Coaching Specialist for a Human‑Centric Travel Insurance Innovator at brighthush

About brighthush

brighthush is more than a travel‑insurance provider; it is a movement that redefines how travelers protect their adventures. By marrying empathy, data‑driven insight, and cutting‑edge technology, we deliver a travel‑insurance experience that feels personal, trustworthy, and truly responsive to the needs of modern explorers. Our platform offers customized coverage at the right price, in the right place, and at the right time—making every journey safer and more enjoyable.

Why brighthush is the Place to Grow Your Career

At brighthush, we blend a fast‑paced startup mentality with the stability of a global brand. Our mission‑driven culture empowers you to:

• Make a Tangible Impact: Every decision you make directly influences the lives of travelers worldwide.
• Accelerate Your Growth: Structured leadership programs, cross‑functional projects, and mentorship from senior leaders help you climb the career ladder quickly.
• Thrive in an Inclusive Environment: Diversity, equity, and inclusion are woven into our DNA. We celebrate different perspectives and foster an environment where all voices are heard.
• Maintain Work‑Life Harmony: Flexible schedules, remote work options, and generous time‑off policies keep you energized and focused.
• Earn Competitive Rewards: A comprehensive compensation package that rewards performance, creativity, and dedication.

Role Overview

As the Senior Global Customer Service Team Leader at brighthush, you will be the catalyst that drives our worldwide customer support operations. You’ll provide hands‑on leadership, coaching, and strategic guidance to a diverse team of agents who serve customers across multiple channels—phone, chat, email, and social media—spanning several time zones. Your influence will shape the customer experience, elevate team performance, and help us maintain our reputation as the most customer‑centric travel‑insurance provider.

Key Responsibilities

• Day‑to‑Day Leadership: Guide, motivate, and support a high‑performing customer service team, ensuring that every member feels empowered to deliver exceptional service.
• Coaching & Development: Conduct regular one‑on‑one sessions, provide constructive feedback, and design personalized development plans that align with both individual goals and company objectives.
• Onboarding & Training: Lead the onboarding process for new hires, creating engaging training materials, knowledge bases, and role‑play scenarios that accelerate ramp‑up time.
• Performance Monitoring: Track key metrics—service level, quality scores, productivity, and workload distribution—using data dashboards and analytics tools.
• Quality Calibration: Participate in calibration sessions to ensure consistent, fair, and objective quality assessments across the team.
• Escalation Management: Own complex customer escalations, collaborating with cross‑functional teams to resolve issues swiftly and maintain customer trust.
• Feedback Loop: Capture frontline insights on product, process, and technology, and advocate for improvements that enhance the customer journey.
• Team Culture Champion: Foster an environment of active listening, patience, empathy, and kindness, while holding the team accountable to high standards.
• Frontline Support: Step into customer‑support activities during peak periods or when service levels require additional hands on deck.
• Strategic Planning: Collaborate with product, engineering, and marketing teams to align support initiatives with broader business goals.
• Process Improvement: Identify bottlenecks, propose automation opportunities, and implement best practices to increase efficiency.
• Talent Advocacy: Work with HR to identify high‑potential talent, recommend succession plans, and support diversity hiring initiatives.
• Technology Evangelist: Stay current on emerging support technologies—AI chatbots, self‑service portals, and analytics platforms—and champion their adoption where appropriate.

Essential Qualifications

• Minimum of two years in a customer‑service leadership role (team leader, supervisor, senior agent, or equivalent).
• Proven experience coaching and developing customer‑service professionals.
• Strong background in managing remote or international teams.
• Ability to interpret large volumes of data and translate insights into actionable strategies.
• High sense of urgency and agility to adapt to shifting priorities in a fast‑paced environment.
• Excellent written and verbal communication skills, with the ability to articulate complex concepts clearly.
• Confidence in handling escalated customer issues and driving resolution.
• Technical proficiency with Microsoft Office suite and familiarity with CRM and ticketing systems.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Demonstrated commitment to continuous learning and professional growth.

Preferred Qualifications

• Professional experience in the travel insurance sector or related P&C/health insurance domains.
• Knowledge of travel insurance, property & casualty, or accident & health licensing frameworks.
• Background in a technology‑focused startup or high‑growth business environment.
• Experience supporting customers across multiple countries and time zones.
• Personal experience with international travel, providing firsthand insight into traveler pain points.
• Experience with workforce management tools and scheduling software.
• Certifications in customer service excellence, Six Sigma, or related fields.

Skills & Competencies

• Leadership & Influence: Inspire teams, drive results, and cultivate a culture of continuous improvement.
• Analytical Thinking: Leverage data to identify trends, diagnose issues, and recommend solutions.
• Customer‑Centric Mindset: Put the customer at the center of every decision and action.
• Communication: Articulate ideas clearly, listen actively, and tailor messaging to diverse audiences.
• Adaptability: Thrive in dynamic environments, pivoting quickly when priorities shift.
• Collaboration: Work seamlessly with product, engineering, marketing, and compliance teams.
• Problem‑Solving: Approach challenges with creativity and a solutions‑oriented attitude.
• Time Management: Prioritize tasks effectively and meet deadlines in a fast‑moving setting.
• Emotional Intelligence: Recognize and manage emotions in yourself and others to foster a positive team dynamic.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured leadership development programs that cover coaching, conflict resolution, and strategic thinking.
• Cross‑functional projects that expose you to product design, data science, and marketing initiatives.
• Mentorship from senior leaders who are passionate about nurturing talent.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of customer‑service best practices.
• Clear promotion tracks that reward performance, innovation, and a commitment to our mission.
• Opportunities to lead new initiatives, such as AI‑driven support tools or global expansion projects.
• Regular learning sessions on emerging technologies, customer psychology, and global market trends.

Work Environment & Culture

Our culture is built on the following pillars:

• Empathy & Kindness: We treat each other with respect, listening actively and supporting one another.
• Transparency: Open communication channels ensure that everyone understands the company’s vision and their role in achieving it.
• Innovation: We encourage experimentation, celebrate failures as learning opportunities, and reward creative solutions.
• Inclusivity: Diverse perspectives are valued, and we actively foster an environment where all voices are heard.
• Work‑Life Harmony: Flexible schedules, remote work options, and wellness programs help you stay balanced.
• Community Engagement: We partner with local charities and travel‑related NGOs to give back to the communities we serve.
• Recognition & Celebration: Regular shout‑outs, spot bonuses, and team celebrations reinforce a culture of appreciation.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with industry standards and performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) or equivalent retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness initiatives such as gym memberships, mental health resources, and mindfulness sessions.
• Flexible work arrangements, including remote work and flexible hours.
• Team‑building retreats and social events that strengthen camaraderie.
• Employee referral bonuses and recognition programs.
• Access to cutting‑edge tools and technology to streamline your work.

How to Apply

If you’re ready to lead a high‑impact customer service team, drive meaningful change, and help shape the future of travel insurance, we want to hear from you. Join brighthush and become part of a mission that truly makes a difference.

Apply now and start your journey with brighthush!

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