Senior Remote Customer Service Supervisor – Lead, Coach, and Optimize Call Center Operations for brighthush’s National Pest Management Contact Center – Champion Customer Experience, Data‑Driven Leadership, and Continuous Improvement

About brighthush

brighthush has been a pillar of pest management excellence for over a century, protecting homes, businesses, and communities across the United States. Our story is one of relentless innovation, unwavering integrity, and a deep‑rooted commitment to customer satisfaction. We are more than a service provider; we are a trusted partner that safeguards the places where people live, work, and play. By blending cutting‑edge technology with sustainable, eco‑friendly solutions, we deliver the highest level of protection while preserving the environment for future generations.

As a fully remote, high‑energy National Contact Center, brighthush offers a dynamic, collaborative work environment that merges state‑of‑the‑art technology with a culture of continuous learning. We are proud to be part of the larger brighthush family, a leader in the pest management sector that values PEOPLE, PROGRESS, and PROFESSIONALISM. Whether you are a seasoned supervisor or an emerging leader, brighthush provides the platform, resources, and support you need to grow your career and make a real impact.

Why Join brighthush?

• Competitive Compensation: Earn a base salary that reflects your experience, plus performance‑based incentives that reward excellence.
• Comprehensive Benefits: Medical, dental, vision, and life insurance; 401(k) with company match; employee stock purchase plan.
• Work‑Life Balance: Paid vacation, holidays, and sick time; flexible scheduling that accommodates evenings, weekends, and holidays.
• Professional Growth: Inclusive training programs, tuition reimbursement, and opportunities to lead cross‑functional initiatives.
• Inclusive Culture: A workplace that celebrates diversity, fosters belonging, and encourages every team member to thrive.
• Innovation Hub: Access to the latest tools and platforms that drive efficiency and elevate customer experience.
• Community Impact: Join a mission‑driven organization that protects communities and promotes environmental stewardship.

Position Overview

As a Senior Remote Customer Service Supervisor, you will be the linchpin that drives performance, engagement, and customer satisfaction across our National Contact Center. You will oversee a team of dedicated agents who handle inbound sales, web inquiries, lost leads, customer service, and termite billing/claims. Your leadership will ensure that every call is handled with professionalism, empathy, and efficiency, reinforcing brighthush’s reputation as the industry’s best.

Key Responsibilities

• Analyze scheduling, inspection performance, and renewal collection metrics for bedbug and termite services to identify trends and opportunities for improvement.
• Develop and implement performance improvement plans that close gaps and elevate team results, ensuring alignment with company goals.
• Maintain adherence to critical performance metrics across Customer Service, Termite Renewal, and Retention departments, providing real‑time coaching and feedback.
• Serve as a subject‑matter expert on company policies, procedures, and programs, providing guidance to agents on routine and complex inquiries.
• Collaborate with Workforce Management, field partners, and marketing to forecast staffing needs and ensure optimal coverage across all shifts.
• Onboard new hires: assign training, designate work buddies, and facilitate smooth integration into the remote team.
• Coach, mentor, and discipline agents to meet and exceed call center objectives, while fostering a culture of continuous improvement.
• Recognize and celebrate outstanding performance, reinforcing motivation and engagement through awards, shout‑outs, and career development opportunities.
• Engage with agents via Microsoft Teams chat, providing real‑time support, coaching, and troubleshooting.
• Champion process improvement initiatives that enhance efficiency, quality, and customer experience, leveraging data analytics and industry best practices.
• Prepare and present weekly, monthly, and quarterly performance reports to senior leadership, highlighting key insights and actionable recommendations.
• Lead cross‑functional projects that drive innovation in call center technology, workflow automation, and customer journey mapping.
• Ensure compliance with all regulatory requirements, internal policies, and quality standards, conducting regular audits and coaching sessions.
• Mentor junior supervisors and agents, building a pipeline of future leaders and fostering a culture of knowledge sharing.
• Participate in executive‑level strategy sessions, influencing company direction and contributing to long‑term vision.

Essential Qualifications

• High School diploma or GED (or equivalent). A bachelor’s degree in Business, Communications, or a related field is a plus.
• 8+ years of supervisory or management experience in a high‑volume sales call center environment.
• Proven track record leading remote teams and managing complex call center operations with a focus on customer experience.
• Strong analytical skills with the ability to interpret data, identify trends, and drive actionable insights that improve performance.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to inspire and motivate a diverse team.
• Proficiency in Microsoft Office and familiarity with call center software (CRM, workforce management tools, quality monitoring platforms).
• Ability to prioritize tasks, manage time efficiently, and adapt to changing priorities in a fast‑paced environment.
• Background and drug screening clearance, as required by industry regulations.
• Appropriate home workspace: private or semi‑private office, free of distractions, with adequate furnishings and lighting.
• High‑speed internet connection (minimum 20 Mbps upload / 50 Mbps download) with the capability to hard‑wire directly to a modem.

Preferred Qualifications

• Experience in the pest management or related service industry, with a deep understanding of the unique challenges and customer expectations.
• Knowledge of compliance regulations and industry best practices, including OSHA, EPA, and state licensing requirements.
• Advanced coaching and performance management certifications (e.g., Certified Professional Coach, Six Sigma Green Belt).
• Fluency in multiple languages to support a diverse customer base and expand market reach.
• Experience with advanced analytics platforms (Power BI, Tableau) and data‑driven decision making.
• Experience in implementing AI‑driven chatbots or IVR systems to streamline customer interactions.

Skills & Competencies

• Leadership & Team Building: Inspire, motivate, and develop high‑performing teams that exceed expectations.
• Data‑Driven Decision Making: Leverage metrics to inform strategy, optimize processes, and improve outcomes.
• Customer‑Centric Mindset: Prioritize customer satisfaction and advocate for the end‑user in every decision.
• Adaptability: Thrive in a fast‑paced, evolving environment, embracing change and driving innovation.
• Communication: Articulate expectations clearly, provide constructive feedback, and foster open dialogue.
• Problem Solving: Resolve complex issues efficiently and creatively, turning challenges into opportunities.
• Technology Savvy: Comfortable with cloud‑based tools, virtual collaboration platforms, and analytics dashboards.
• Project Management: Plan, execute, and monitor cross‑functional initiatives with measurable results.
• Quality Focus: Maintain high standards of service delivery, compliance, and continuous improvement.
• Mentorship: Guide and develop junior talent, fostering a culture of learning and growth.

Career Growth & Learning Opportunities

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

• Lead cross‑functional projects that shape the future of our contact center, influencing strategy and technology adoption.
• Mentor junior supervisors and agents, building a pipeline of future leaders and fostering a culture of knowledge sharing.
• Participate in executive‑level strategy sessions, influencing company direction and contributing to long‑term vision.
• Access ongoing training programs, including leadership development, industry certifications, and technology workshops.
• Transition into roles such as Operations Manager, Workforce Planning Lead, Director of Customer Experience, or even VP of Contact Center Operations.
• Earn tuition reimbursement for relevant courses and certifications, supporting your professional development and career advancement.
• Benefit from a structured career ladder that rewards performance, innovation, and leadership excellence.
• Engage in mentorship programs that pair you with senior leaders across the organization.
• Contribute to brighthush’s strategic initiatives, gaining exposure to high‑impact projects and cross‑departmental collaboration.

Work Environment & Culture at brighthush

Our remote contact center is more than a virtual office – it’s a vibrant community of professionals who share a passion for service excellence. We celebrate wins, support each other through challenges, and continuously seek ways to improve. Key cultural pillars include:

• Collaboration: Cross‑team initiatives and open communication channels that break down silos and foster teamwork.
• Innovation: Embracing new technologies and processes to stay ahead of industry trends and deliver superior customer experiences.
• Accountability: Clear expectations, measurable goals, and transparent performance metrics that empower individuals to take ownership.
• Well‑Being: Resources for mental health, flexible scheduling, and a supportive work‑life balance that keeps our team energized and focused.
• Diversity & Inclusion: A workplace that celebrates diversity, fosters belonging, and encourages every team member to thrive.
• Recognition: Regular shout‑outs, awards, and career advancement opportunities that celebrate achievements and motivate continuous improvement.
• Community Impact: Opportunities to volunteer, participate in local outreach, and contribute to environmental stewardship initiatives.

Compensation & Benefits Snapshot

• Competitive base salary commensurate with experience, with a transparent pay structure and regular reviews.
• Performance bonuses tied to team metrics and individual contributions, rewarding excellence and impact.
• Health, dental, vision, and life insurance plans that cover you and your family.
• 401(k) with company match and employee stock purchase plan, helping you build long‑term financial security.
• Paid vacation, holidays, and sick leave, ensuring you have time to recharge and maintain a healthy work‑life balance.
• Employee discounts on brighthush services, allowing you to experience the quality of our pest management solutions firsthand.
• Tuition reimbursement and dependent scholarship awards, supporting your continued education and skill development.
• Inclusive training and development programs that empower you to grow, learn, and advance within the organization.
• Access to wellness programs, mental health resources, and a supportive community that values your well‑being.
• Flexible work hours and the ability to work from any location that meets the technical requirements.

How to Apply

Ready to take the next step in your career and join a team that values excellence, innovation, and community? Submit your application through our mobile‑friendly portal and let us know why you’re the perfect fit for brighthush.

Apply Now

We’re an Equal Opportunity Employer

brighthush is committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds, including veterans and individuals with disabilities.

Join brighthush – Where Your Leadership Makes a Difference

As a Senior Remote Customer Service Supervisor, you will be at the forefront of delivering exceptional service to our customers, driving operational excellence, and shaping the future of pest management. If you are a motivated, data‑driven leader who thrives in a fast‑paced, remote environment, we want to hear from you. Apply today and become part of brighthush’s winning tradition.