Senior Lead Customer Service Representative – Hybrid Remote & Onsite – Championing Member Experience Excellence at brighthush

About brighthush

brighthush has been a trusted name in automotive and travel support for over a century. From pioneering roadside assistance to becoming a full‑service, member‑centric organization, we empower millions of people to navigate life’s journeys with confidence. Our portfolio spans roadside assistance, travel planning, insurance, vehicle maintenance, and a suite of digital tools that keep members connected, informed, and safe. At brighthush, every interaction is an opportunity to build lasting trust, and our culture is built on the pillars of innovation, community, and an unwavering commitment to people—both our members and our employees.

Why This Role Matters

As the Senior Lead Customer Service Representative, you will be the linchpin that keeps our Member Services team operating at peak performance. You will shape the voice of brighthush, mentor a diverse group of specialists, and ensure that every member interaction reflects the highest standards of professionalism, empathy, and efficiency. This hybrid position offers the flexibility of remote work while keeping you connected to our Harrisburg, PA hub for training, collaboration, and team culture. If you thrive in a fast‑paced environment, love coaching others, and are passionate about delivering world‑class service, this is the role for you.

Key Responsibilities

• Team Leadership & Coaching: Guide a squad of Member Specialists, delivering real‑time feedback, conducting performance reviews, and fostering a culture of continuous improvement. Set clear expectations, celebrate wins, and coach through challenges.
• Customer Experience Excellence: Own the end‑to‑end member journey across all touchpoints—membership enrollment, roadside assistance, dispatch, travel, insurance, and general inquiries—ensuring every interaction ends with a positive resolution.
• Subject Matter Expertise: Serve as the go‑to resource for product knowledge, policy updates, and procedural changes. Translate complex information into clear, actionable guidance for both team members and members.
• Escalation Management: Handle high‑priority member concerns with professionalism and empathy, turning challenging situations into opportunities for loyalty and trust.
• Operational Oversight: Monitor key performance indicators (KPIs) such as call volume, average handle time, and service level agreements (SLAs). Identify bottlenecks, propose process improvements, and drive measurable results.
• Membership Lifecycle Management: Process sales, renewals, upgrades, and account updates. Proactively identify upsell opportunities that enhance the member experience and drive revenue.
• Cross‑Functional Coordination: Collaborate with Travel, Insurance, and Driving School specialists to provide seamless support for hotel and car rental reservations, and other member needs.
• Training & Development: Lead cross‑training initiatives, ensuring team members maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations.
• Technology & Systems Proficiency: Navigate multiple concurrent applications, ensuring data accuracy and real‑time updates across all member records.
• Compliance & Quality Assurance: Uphold brighthush’s standards for data security, privacy, and regulatory compliance in every interaction.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years of customer service experience, with a strong preference for call center, dispatch, or supervisory roles.
• Demonstrated ability to communicate effectively across phone, email, text, and chat channels.
• Proven track record of thriving in fast‑paced, dynamic environments while maintaining meticulous attention to detail.
• Strong computer literacy, including proficiency with multiple simultaneous applications and data entry.
• Excellent organizational skills and a commitment to accuracy and quality.

Preferred Qualifications

• Experience in the automotive, travel, or insurance sectors.
• Prior leadership or supervisory experience in a customer‑service setting.
• Knowledge of roadside assistance operations and dispatch protocols.
• Familiarity with CRM systems and performance‑tracking dashboards.
• Demonstrated ability to train and develop junior staff.

Skills & Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide a diverse team toward shared goals.
• Problem‑Solving: Quick analytical thinking to resolve complex member issues efficiently.
• Communication: Clear, concise, and empathetic verbal and written communication.
• Adaptability: Flexibility to adjust priorities and workflows in response to changing business needs.
• Collaboration: Strong teamwork skills, fostering positive relationships across departments.
• Technology Savvy: Comfortable learning new tools and systems rapidly.
• Customer‑Centric Mindset: Passion for delivering memorable experiences that build loyalty.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer a range of learning pathways, including:

• Structured leadership training programs that prepare you for higher‑level management roles.
• Access to industry certifications in customer service, dispatch, and automotive safety.
• Tuition reimbursement for courses that align with your career goals.
• Mentorship from senior leaders who share their expertise and insights.
• Regular performance reviews that identify growth opportunities and create personalized development plans.

Work Environment & Culture

brighthush prides itself on a culture that values collaboration, innovation, and work‑life balance. You’ll find a supportive environment where ideas are welcomed, and successes are celebrated. Our hybrid model offers the flexibility of remote work while ensuring you remain connected through regular in‑office meetings, training sessions, and team events at our Harrisburg headquarters.

We celebrate diversity and inclusion, fostering a workplace where every voice is heard and respected. Our commitment to community service is reflected in initiatives like AAA Cares, where employees can volunteer and earn additional paid time off.

Compensation & Benefits

Base Pay: Competitive hourly rate starting at $19.44, with opportunities to earn shift differentials for early or late shifts. Performance Bonuses: Earn additional incentives tied to team and individual metrics.

Benefits Package

• Comprehensive health coverage – medical, dental, and vision plans with employer contributions.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) retirement plan with up to 6% company match, fully vested from day one.
• Life insurance and long‑term disability coverage.
• Paid time off: 8 paid holidays, 1 personal day, and front‑loaded PTO that can be taken immediately.
• Volunteer PTO: Earn up to 3 additional days per year for community service.
• Free brighthush Premier Membership and exclusive discounts on travel, automotive services, and more.
• Tuition reimbursement to support your ongoing education and skill development.

How to Apply

If you are ready to lead, inspire, and elevate the member experience at brighthush, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. Join a legacy of service excellence and help us shape the future of automotive and travel support.

Closing Statement

At brighthush, we believe that exceptional service starts with exceptional people. As a Senior Lead Customer Service Representative, you will have the opportunity to make a tangible impact on our members’ lives while advancing your own career in a supportive, growth‑oriented environment. If you are passionate about leadership, customer satisfaction, and continuous improvement, we would love to hear from you. Take the next step in your career and become a key part of the brighthush family.