Senior Remote Customer Service Supervisor – Champion High‑Performance Teams, Optimize Operations, and Elevate Client Experience in Sustainable Waste Management at brighthush

About brighthush

brighthush is not just a company—it’s a global movement dedicated to transforming the way we manage waste, recycle responsibly, and harness renewable energy. With a legacy spanning over a decade, we partner with municipalities, businesses, and communities across North America to help them surpass their environmental goals. Our state‑of‑the‑art customer‑management platform, award‑winning fleet, and relentless pursuit of continuous improvement have earned us the trust of industry leaders and the admiration of eco‑conscious consumers alike. As we expand into international markets, brighthush remains steadfast in delivering the highest standards of service, innovation, and integrity.

Why This Role Matters

In an era where customer experience can be the decisive factor between growth and stagnation, the Senior Remote Customer Service Supervisor is the linchpin that connects frontline CSRs to the strategic vision of the Customer Sales Support team. Your leadership will directly influence customer loyalty, operational efficiency, and brighthush’s reputation as a pioneer in sustainable waste management. By inspiring, coaching, and elevating your team, you’ll set the tone for service excellence across the organization and help us continue to lead the industry in customer experience.

Key Responsibilities

Team Leadership & Operations Management

• Supervise and mentor a high‑performing team of up to 15 CSRs, providing day‑to‑day guidance, technical assistance, and performance coaching.
• Design, implement, and continuously refine processes, procedures, and programs that elevate service quality and operational consistency.
• Organize and schedule resources—including staffing, technology tools, and training sessions—to meet daily and weekly service targets.
• Drive team performance through data‑driven initiatives such as CC Pulse, IEX, NICE, ACORN, MAS, and other analytics platforms.
• Collaborate closely with the internal Resource Management team to align IEX schedules, forecasting, and capacity planning.
• Champion a culture of accountability, ensuring every team member understands their role in achieving our service level agreements (SLAs).

Performance Monitoring & Quality Assurance

• Track key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.
• Conduct regular quality audits, ensuring adherence to brighthush policies, regulatory requirements, and industry best practices.
• Compile, analyze, and present comprehensive service data reports to senior leadership, highlighting trends, opportunities, and corrective actions.
• Investigate escalated customer inquiries, providing timely resolutions and documenting lessons learned for continuous improvement.
• Implement corrective action plans and monitor their effectiveness, ensuring performance gaps are closed swiftly.

Talent Development & Workforce Planning

• Lead recruitment, onboarding, and training of new CSRs, ensuring a smooth transition into the team.
• Identify skill gaps and create cross‑training programs that enhance versatility and resilience within the department.
• Provide constructive performance feedback, conduct formal evaluations, and recommend promotions, compensation adjustments, or terminations as appropriate.
• Develop individualized career paths for team members, aligning their strengths with brighthush’s strategic objectives.
• Facilitate regular coaching sessions and skill‑building workshops to keep the team at the forefront of industry trends.

Customer Advocacy & Loyalty Building

• Champion a customer‑first mindset, encouraging team members to exceed expectations and foster long‑term relationships.
• Implement initiatives that drive customer loyalty, such as proactive outreach, personalized service plans, and rapid issue resolution.
• Serve as a liaison between customers and internal stakeholders, translating client needs into actionable service improvements.
• Collaborate with Sales, Finance, and IT to ensure a seamless customer journey from inquiry to resolution.
• Represent brighthush at industry events and customer forums, sharing best practices and gathering feedback.

Essential Qualifications

• Education: High School Diploma or GED (accredited). A college degree in Business, Communications, or a related field is a plus.
• Experience: Minimum six years of relevant work experience, including at least two years in a supervisory or team‑lead role within a call center or customer service environment.
• Location: Must reside and be authorized to work in the United States.
• Technical Proficiency: Comfortable using call‑center technologies such as NICE, ACORN, MAS, and workforce management platforms.
• Communication: Exceptional verbal and written communication skills, with a talent for simplifying complex information.

Preferred Qualifications & Skills

• Demonstrated success managing remote or hybrid teams, with a focus on virtual collaboration tools.
• Advanced analytical abilities—comfortable interpreting data, generating insights, and presenting findings to senior leadership.
• Strong typing and computer proficiency, especially with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to multitask, stay calm under pressure, and make decisive decisions in fast‑paced environments.
• Proven track record of building high‑performing, engaged teams that consistently meet or exceed service level agreements (SLAs).
• Experience in conflict resolution, handling emotionally charged customer interactions with empathy and professionalism.
• Knowledge of sustainability initiatives and a passion for environmental stewardship.

Core Competencies for Success

• Leadership Presence: Inspire confidence, set clear expectations, and model the behaviors you want to see.
• Customer‑Centric Thinking: Always prioritize the customer’s perspective while balancing operational realities.
• Problem‑Solving: Identify root causes quickly and implement sustainable solutions.
• Data‑Driven Decision Making: Leverage metrics and reporting tools to guide strategy.
• Adaptability: Thrive in a dynamic environment where priorities shift and new technologies emerge.
• Collaboration: Work seamlessly with cross‑functional partners, including sales, finance, and IT.
• Continuous Improvement: Seek out opportunities to refine processes and elevate service quality.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Remote Customer Service Supervisor, you will have access to:

• Leadership development programs that prepare you for senior management roles.
• Mentorship from seasoned executives who have built brighthush into an industry powerhouse.
• Continuous learning resources, including tuition reimbursement, certifications, and an extensive internal training library.
• Opportunities to lead high‑visibility projects that influence company‑wide strategy and customer experience transformation.
• Regular performance reviews that align your growth with brighthush’s evolving business goals.

Work Environment & Culture

brighthush embraces a flexible, remote‑first work model that empowers employees to balance professional excellence with personal well‑being. Our culture is built on four pillars:

• People First: We invest in our team’s health, development, and happiness.
• Integrity & Accountability: Transparent communication and ethical decision‑making guide everything we do.
• Innovation: We encourage creative problem‑solving and reward forward‑thinking ideas.
• Sustainability: Our mission to protect the planet drives every business decision, and we celebrate the impact our employees make.

Even though the role is remote, you will be part of a vibrant virtual community that includes regular team huddles, virtual coffee chats, and quarterly in‑person gatherings at brighthush hubs across the country.

Compensation, Perks & Benefits

We offer a competitive salary range of $68,420 – $85,580 annually, commensurate with experience, education, and geographic location. In addition to base pay, brighthush provides a comprehensive total rewards package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• Life insurance and short‑term disability coverage.
• 401(k) plan with company match and a Stock Purchase Plan.
• Generous paid time off, including vacation, holidays, and personal days.
• Flexible work schedule and remote‑work stipend for home‑office setup.
• Employee assistance program (EAP) for mental health and wellness support.
• Professional development budget for courses, conferences, and certifications.
• Recognition programs that celebrate individual and team achievements.

Commitment to Diversity, Equity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where every employee feels valued and empowered to bring their authentic selves to work. Applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Application Process

If you are passionate about leading high‑performing teams, delivering exceptional customer experiences, and contributing to a sustainable future, we want to hear from you. Click the “Apply” button below to submit your resume and a compelling cover letter that showcases how your background aligns with the responsibilities and values outlined above.

Take the Next Step

Join brighthush and become part of a purpose‑driven organization where your work makes a tangible difference for customers, communities, and the planet. We look forward to welcoming a visionary Customer Services Supervisor who will champion excellence, inspire teammates, and help us continue to set the standard for industry‑leading service.