Senior Head of Inside Sales & Customer Experience – Champion Centralized Inbound & CX Excellence at brighthush
Welcome to brighthush – Where Sustainable Home Care Meets Exceptional Customer Journeys
At brighthush, we’re redefining the way homeowners protect and enhance their outdoor spaces. Our fast‑growing, customer‑centric brand delivers reliable, eco‑friendly solutions for lawn care, pest control, HVAC maintenance, and more. With a nationwide footprint and a steadfast commitment to sustainability, we empower homeowners to safeguard their homes while caring for the planet. Our culture is built on transparency, innovation, and an unwavering focus on the customer experience. As a remote‑first organization, we give our teams the freedom to work from anywhere in the United States, fostering flexibility, autonomy, and a collaborative spirit that transcends geographic boundaries.
Why This Role Matters
As the Senior Head of Inside Sales & Customer Experience, you will be the strategic architect behind brighthush’s centralized inbound and outbound customer engagement engine. You will design, build, and lead a high‑performing team that transforms every touchpoint—phone, web, SMS, and more—into a seamless, brand‑consistent experience. Your leadership will directly influence revenue growth, customer retention, and the overall perception of brighthush across all markets.
Key Responsibilities
- Build and Scale a Centralized Inbound Organization – Create a scalable, omni‑channel inbound hub that handles phone calls, web inquiries, SMS, and other demand sources with speed and quality.
- Design a Future‑State Lead Intake Model – Eliminate branch‑level variability by standardizing lead intake processes, ensuring consistent speed‑to‑contact across all markets.
- Own Inbound Coverage Strategy – Define operating hours, weekend coverage, staffing models, seasonal workforce planning, and service‑level expectations to meet peak demand.
- Develop the “brighthush Way” Playbooks – Codify best practices for engaging customers, balancing speed, quality, and consultative service. Translate these into formal playbooks, training assets, and audit frameworks.
- Convert Inbound Demand into Sales – Establish processes that close programs on first contact whenever possible, or funnel qualified leads to field sales and branch teams for site visits.
- Maintain Local Brand Identity – Ensure centralized teams engage customers in the name of each local brand, preserving local relationships and brand equity.
- Lead Inside Sales for Outbound Efforts – Follow up on proposals, re‑engage the customer base for high‑quality appointments, and identify upsell opportunities over the phone.
- Build Outbound Playbooks and Coaching Programs – Create scripts, coaching frameworks, and performance standards that boost conversion rates and field productivity.
- Partner with Branches and Marketing – Align outbound activities with local priorities and revenue goals, and collaborate on early churn detection and win‑back strategies.
- Own Retention Outcomes – Design cancellation‑save workflows, renewal campaigns, and win‑back outreach to maximize customer lifetime value.
- Implement Quality Assurance Programs – Deploy call monitoring, coaching, and feedback loops to maintain high‑quality interactions across all channels.
- Serve as the Contact Center Technology Owner – Define strategy, architecture, and requirements for the entire customer contact ecosystem, including phone systems, IVR, CRM integration, and AI solutions.
- Ensure Regulatory Compliance – Maintain adherence to TCPA, PCI, and other relevant standards across all customer contact practices.
- Build Strong Leadership Relationships – Foster trust with branch, district, and field leaders, ensuring centralization is perceived as a value‑added partnership.
- Define and Own KPIs – Track metrics such as call handle rate, speed‑to‑lead, first‑contact close rate, appointment quality, proposal conversion, retention, and renewal rates.
- Deliver Executive Dashboards – Build dashboards that link centralized activity to revenue, cash flow, and customer retention, and present insights to senior leadership.
- Recruit, Develop, and Retain Talent – Hire a high‑performing team, coach managers, design incentive plans, and cultivate a culture of accountability and customer‑first decision making.
Essential Qualifications
- 10+ years of phone‑based inside sales experience, with at least 5 years leading a team of 30+ employees.
- Proven track record of achieving and exceeding individual and team sales goals in a high‑volume B2C environment.
- Deep understanding of customer experience best practices across phone, web, and SMS channels.
- Experience building and scaling centralized, customer‑facing functions from the ground up.
- Data‑driven mindset with strong judgment in balancing growth, cash performance, and customer satisfaction.
- Background in home services, especially recurring‑service businesses such as lawn care, pest control, or HVAC maintenance.
- Strong partnership skills with field leadership in a distributed, multi‑location setting.
- Experience integrating acquired businesses into a shared services model.
- Excellent communication, presentation, and stakeholder‑management skills.
Preferred Qualifications
- Experience with AI‑powered contact center solutions and advanced analytics platforms.
- Knowledge of TCPA, PCI, and other regulatory frameworks governing outbound calls and SMS.
- Previous leadership role in a remote‑first organization, with a proven ability to build culture and performance across distributed teams.
- Background in designing incentive and compensation plans that align with conversion, quality, and retention metrics.
Skills & Competencies
- Strategic Leadership – Ability to set vision, align cross‑functional teams, and drive execution at scale.
- Customer‑Centric Mindset – Passion for delivering exceptional experiences that exceed customer expectations.
- Analytical Acumen – Proficiency in data analysis, KPI development, and performance dashboards.
- Process Design – Expertise in designing, documenting, and optimizing end‑to‑end customer journeys.
- Technology Fluency – Comfortable evaluating and implementing contact center platforms, CRM integrations, and AI tools.
- Coaching & Development – Skilled at mentoring managers and frontline leaders, fostering growth and accountability.
- Change Management – Proven ability to lead large‑scale transformations while maintaining morale and productivity.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous learning and career advancement. As the Head of Inside Sales & Customer Experience, you will:
- Lead a high‑impact function that directly influences company revenue and customer satisfaction.
- Collaborate with senior executives, shaping strategic direction and operational priorities.
- Mentor and develop a team of sales and CX professionals, building a pipeline of future leaders.
- Gain exposure to cutting‑edge contact center technologies, AI, and data analytics.
- Participate in cross‑functional initiatives, from product development to marketing, expanding your skill set.
- Earn equity participation, aligning your success with the long‑term growth of brighthush.
Work Environment & Company Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Transparency – Open communication across all levels, with real‑time dashboards and regular town‑hall meetings.
- Innovation – A culture that encourages experimentation, rapid prototyping, and data‑driven decision making.
- Customer‑First Mindset – Every team member is empowered to advocate for the customer in every interaction.
- Continuous Learning – Access to industry conferences, online courses, and internal knowledge‑sharing sessions.
- Work‑Life Balance – Flexible schedules, unlimited vacation, and a focus on results rather than hours logged.
- Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.
Compensation, Perks, and Benefits
While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with industry standards for senior leadership roles.
- Performance‑based bonus structure tied to revenue, retention, and operational excellence.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- 401(k) plan with company match to support your future financial goals.
- Unlimited paid time off and a flexible work schedule to support your personal and professional life.
- Access to cutting‑edge technology and tools to enable remote collaboration and productivity.
- Regular wellness initiatives, including virtual fitness classes, mental health resources, and mindfulness programs.
How to Apply
If you’re ready to lead brighthush’s next chapter of growth, build a world‑class inside sales and customer experience organization, and make a tangible impact on millions of homeowners, we want to hear from you. Submit your resume and a cover letter outlining why you’re the ideal fit for this role. Join us in creating sustainable, customer‑centric solutions that transform everyday living.