Senior Remote Customer Experience Supervisor – Virtual Contact Center Leadership, KPI Mastery, Multichannel Excellence & Continuous Improvement at brighthush

Welcome to brighthush – Where Innovation Meets Service

At brighthush, we’re not just a security and smart automation company; we’re a movement dedicated to building safer, smarter, and more connected homes and businesses across the nation. With a legacy spanning over five decades, we’ve grown to become the fourth‑largest integrator in the industry, all while staying true to our core mission: empower every customer with reliable, cutting‑edge solutions and an exceptional, customer‑first experience.

Our people are the heart of our success. We cultivate a culture rooted in teamwork, integrity, accountability, and a relentless drive to make a difference every day. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment that nurtures growth, celebrates innovation, and rewards excellence.

Why brighthush is the Ideal Place for Your Next Career Move

• Impactful Work: Shape the experience of thousands of customers, ensuring they feel safe, heard, and valued.
• Remote Flexibility: Work from the comfort of your home while maintaining a structured schedule that balances productivity and personal life.
• Career Growth: Invest in your professional development through mentorship, training, and clear pathways to senior leadership roles.
• Competitive Rewards: A comprehensive Total Rewards package that includes health benefits, retirement plans, paid time off, and more.
• Inclusive Culture: A drug‑free, equal‑opportunity workplace where diversity is celebrated and every voice is heard.

Role Overview

As the Remote Customer Experience Supervisor at brighthush, you will be the linchpin of our virtual contact center. Your primary focus will be to drive performance, uphold service‑level agreements (SLAs), and cultivate a positive, high‑energy environment where your team can thrive. You will manage daily workflows, monitor multi‑channel performance, coach and develop staff, and resolve escalated customer issues across phone, email, chat, text, and social media.

Operating within a dynamic, high‑volume environment, you will also step in to handle customer interactions during peak periods, ensuring that every customer receives timely, accurate, and empathetic support.

Key Responsibilities

• Operational Leadership: Oversee daily team workflows to consistently meet or exceed departmental KPIs and SLAs. Ensure optimal staffing levels, manage shift coverage, and address both scheduled and unscheduled absences.
• Performance Monitoring: Track team metrics across all communication platforms. Use data to identify trends, forecast workload, and implement corrective actions.
• Budget Management: Keep actual overtime within the approved budget, balancing productivity with cost control.
• Process Improvement: Review existing procedures, propose enhancements, and lead initiatives that boost efficiency and accuracy.
• Talent Acquisition & Onboarding: Participate in recruiting, interviewing, hiring, and onboarding new team members. Ensure a smooth transition into the brighthush culture.
• Coaching & Development: Conduct regular one‑on‑one meetings, set clear performance goals, and track progress using UKG. Provide constructive feedback, professional development plans, and corrective action when necessary.
• Performance Management: Prepare and deliver performance improvement plans (PIPs) and annual evaluations. Use quality assurance data to guide coaching conversations.
• Quality Assurance: Review QA feedback with individual team members, identify improvement areas, and follow up to ensure sustained quality.
• Training & Knowledge Sharing: Collaborate with the supervisory team to identify training needs. Recommend and facilitate appropriate training programs.
• Escalation Management: Handle customer escalations across all channels, guiding employees toward effective resolutions. Coordinate with other departments to resolve complex issues.
• Cross‑Functional Collaboration: Work closely with product, technical support, and sales teams to resolve customer issues and provide guidance on best practices.
• Leadership Escalations: Escalate cross‑departmental or interdepartmental matters to senior leadership when additional direction is required.
• High‑Volume Support: During peak periods, step in to handle direct customer contacts, ensuring service levels remain on target.

Essential Qualifications

• High school diploma or equivalent (college degree preferred).
• Exceptional written and verbal communication skills across telephone, email, chat, text, and social media.
• Strong independent decision‑making ability, balancing business objectives with customer needs.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to quickly learn and utilize recruiting and onboarding platforms, including D365.
• Basic knowledge of security system design and troubleshooting.
• Commitment to complete ADC certification within 90 days of hire.
• Ability to obtain and maintain state licenses and technical certifications required for customer account access.

Preferred Qualifications

• Prior supervisory experience in a call center or virtual contact center environment.
• Experience managing multi‑channel customer support teams.
• Familiarity with performance management systems such as UKG.
• Background in security technology or related industries.

Skills & Competencies

• Leadership & Influence: Inspire and motivate a remote team, fostering collaboration and accountability.
• Analytical Thinking: Translate data into actionable insights and process improvements.
• Customer‑Centric Mindset: Champion the customer experience at every touchpoint.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Conflict Resolution: Resolve escalations calmly and effectively, turning challenges into opportunities.
• Time Management: Prioritize tasks, manage multiple responsibilities, and meet deadlines.
• Technology Savvy: Comfortable with CRM, QA, and workforce management tools.

Career Growth & Learning Opportunities

At brighthush, we view your career as a journey. As a Remote Customer Experience Supervisor, you will:

• Progress to senior supervisory roles or transition into product, technical support, or operations leadership.
• Participate in leadership development programs, including mentorship, coaching, and cross‑functional projects.
• Access continuous learning resources, such as industry certifications, webinars, and internal training modules.
• Benefit from a culture that rewards initiative, innovation, and measurable impact.

Work Environment & Culture

Our virtual contact center is powered by cutting‑edge technology and a collaborative mindset. You’ll work alongside a diverse, highly skilled team that values transparency, continuous improvement, and mutual respect. The remote setup offers flexibility, while our structured schedule (Monday‑Friday, 2:30 PM–11:00 PM ET, with weekend rotation and holiday coverage) ensures a balanced rhythm of work and rest.

At brighthush, we celebrate achievements, encourage creative problem‑solving, and maintain an open‑door policy for ideas and feedback. Our inclusive culture ensures that every team member feels heard, supported, and empowered to make a difference.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a robust Total Rewards package that includes:

• Medical, dental, and vision coverage for you and your dependents.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Company‑paid life and accidental death & dismemberment (AD&D) insurance.
• Short‑term and long‑term disability coverage.
• Voluntary benefit products (e.g., pet insurance, legal services).
• 401(k) retirement plan with company match after 60 days of employment.
• Seven company holidays plus two floating holidays of your choice.
• Paid time off (PTO) and paid holidays.
• Tuition reimbursement for approved courses and certifications.
• Employee Assistance Program (EAP) for personal and professional support.

Equal Opportunity & Drug‑Free Workplace

brighthush is an equal‑opportunity employer committed to fostering a diverse and inclusive workforce. We are a drug‑free workplace and uphold a strict policy of fairness, respect, and equal opportunity for all employees and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, veteran status, or disability.

Ready to Make an Impact?

If you are a proactive, customer‑focused leader who thrives in a remote, high‑energy environment, we invite you to apply for the Remote Customer Experience Supervisor role at brighthush. Join us in shaping the future of security and smart automation, while building a rewarding career that balances professional growth with personal well‑being.

Apply Today and Become a Key Player in Our Mission to Secure and Empower Communities Worldwide!