Senior Remote Night & Weekend Shift Customer Service Supervisor – Champion After‑Hours Excellence, Lead High‑Performing Teams, Drive Continuous Improvement, Shape brighthush’s Customer Experience

About brighthush – A FinTech Revolution in Customer Experience

brighthush is more than a fintech company; it’s a movement that redefines how people experience credit, ownership, and financial freedom. With a nationwide footprint that spans every corner of the United States, brighthush has earned a reputation for transparency, innovation, and an unwavering commitment to customer delight. Our mission is simple yet powerful: to empower people to achieve their dreams through flexible, fair, and forward‑thinking financial solutions.

We believe that great service starts with great people. That’s why we invest heavily in our teams, cultivating a culture that values curiosity, collaboration, and continuous improvement. Whether you’re a seasoned professional or an ambitious early‑career talent, you’ll find a place at brighthush where your voice matters, your growth is accelerated, and your impact is felt across the entire organization.

Why brighthush is the Place to Grow

Working at brighthush means stepping into a future‑ready environment that blends cutting‑edge technology with human‑centric values. Here are just a few reasons why top talent chooses brighthush:

• Remote‑First Flexibility: Enjoy the freedom to work from anywhere while staying connected through state‑of‑the‑art collaboration tools and regular virtual huddles.
• Career Acceleration: Benefit from structured learning paths, mentorship from senior leaders, and clear pathways to higher leadership roles.
• Inclusive Community: Join a diverse workforce where every perspective is celebrated and every idea has the chance to shine.
• Impactful Work: Shape the customer experience for millions of consumers, driving real change in how people access and manage credit.
• Competitive Rewards: Receive a comprehensive total‑reward package that balances base pay, performance bonuses, and a suite of wellness benefits.
• Innovation Culture: Participate in hackathons, idea‑pitch sessions, and cross‑functional projects that keep the work exciting and forward‑thinking.
• Global Reach, Local Touch: While we operate nationwide, we maintain a local presence in key markets, ensuring that our solutions are tailored to community needs.

Position Overview

We are seeking an experienced Senior Remote Night & Weekend Shift Customer Service Supervisor to lead our after‑hours teams in a fully remote capacity. In this role, you will be the guardian of our after‑hours customer experience, ensuring that every interaction reflects brighthush’s commitment to excellence, empathy, and empowerment.

As the night and weekend shift supervisor, you will manage a diverse group of customer service agents, drive operational excellence, and serve as the bridge between frontline insights and executive strategy. Your leadership will directly influence customer satisfaction scores, first‑call resolution rates, and overall team morale during the most critical hours of the day.

Key Responsibilities

• Team Leadership & Development: Mentor, coach, and inspire a diverse group of customer service agents, fostering a culture of accountability, continuous improvement, and high performance. Conduct regular one‑on‑one coaching sessions, provide constructive feedback, and create individualized development plans.
• Operational Excellence: Oversee daily shift operations, monitor key performance indicators (KPIs), and implement process improvements that enhance efficiency and customer satisfaction. Ensure that staffing levels align with forecasted call volume and that quality standards are consistently met.
• Quality Assurance: Conduct regular quality reviews, provide constructive feedback, and ensure adherence to brand guidelines, compliance standards, and regulatory requirements. Lead root‑cause analysis for quality issues and champion corrective actions.
• Escalation Management: Resolve complex customer issues, de‑escalate tense situations, and collaborate with cross‑functional teams to deliver timely, accurate solutions. Serve as the escalation point for high‑impact cases and maintain a calm, solution‑focused demeanor.
• Data‑Driven Decision Making: Analyze call metrics, sentiment scores, and trend reports to identify opportunities for service enhancement and operational cost savings. Translate data insights into actionable plans and communicate findings to senior leadership.
• Shift Scheduling & Resource Planning: Create and manage shift rosters that align with business demand, ensuring optimal coverage while respecting team work‑life balance. Utilize workforce management tools to forecast staffing needs and adjust schedules proactively.
• Stakeholder Collaboration: Partner with product, engineering, and compliance teams to communicate frontline insights, influence product roadmap, and advocate for customer‑centric changes. Act as the voice of the customer in cross‑functional meetings.
• Compliance & Risk Management: Maintain up‑to‑date knowledge of industry regulations, enforce data privacy protocols, and support audit readiness initiatives. Ensure that all team activities comply with CFPB, GLBA, PCI‑DSS, and other relevant frameworks.
• Continuous Learning & Coaching: Design and deliver training modules, host knowledge‑sharing sessions, and champion a culture of learning and professional growth. Stay current on industry best practices and share insights with the team.

Essential Qualifications

• Minimum 5 years of experience in customer service or contact center operations, with at least 2 years in a supervisory or managerial capacity.
• Proven track record of leading high‑volume, remote teams and delivering measurable improvements in CSAT, NPS, and first‑call resolution.
• Strong analytical mindset with proficiency in data visualization tools (e.g., brighthush, brighthush) and experience interpreting complex metrics.
• Excellent communication skills – both written and verbal – with the ability to articulate insights, influence stakeholders, and inspire team members.
• Deep understanding of customer experience best practices, quality assurance frameworks, and industry‑specific compliance requirements.
• Experience with workforce management systems (e.g., brighthush) and CRM platforms (e.g., brighthush).
• Demonstrated ability to thrive in a fast‑paced, remote environment while maintaining high standards of organization, accountability, and collaboration.
• Bachelor’s degree in Business, Communications, or a related field is preferred.

Preferred Qualifications

• Experience in the fintech or financial services sector, particularly with credit products or consumer lending.
• Knowledge of regulatory frameworks such as CFPB, GLBA, or PCI‑DSS.
• Multilingual capabilities, especially Spanish, to serve a broader customer base.
• Certified Customer Experience Professional (CCXP) or similar credentials.
• Experience with AI‑driven chatbots or automated routing systems.

Skills & Competencies

• Leadership & Coaching: Ability to motivate, develop, and retain talent in a virtual setting.
• Strategic Thinking: Translate business objectives into actionable operational plans.
• Problem‑Solving: Quickly diagnose issues, identify root causes, and implement effective solutions.
• Customer‑Centric Mindset: Champion the customer’s voice in every decision.
• Adaptability: Navigate change, manage ambiguity, and pivot priorities as needed.
• Data Literacy: Interpret dashboards, forecast trends, and report insights to leadership.
• Collaboration: Work seamlessly across departments, cultures, and time zones.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is not limited to a single role. We provide:

• Structured leadership development programs that prepare you for senior management positions.
• Access to industry conferences, webinars, and certification courses at no cost.
• Mentorship from seasoned executives who have navigated the fintech landscape.
• Cross‑functional project assignments that broaden your skill set and visibility.
• Clear performance‑based promotion pathways, ensuring that hard work translates into tangible career advancement.
• Opportunities to lead strategic initiatives, such as the implementation of new AI‑driven customer service tools.
• Regular feedback loops and career coaching sessions to help you map your growth trajectory.

Work Environment & Company Culture

brighthush’s culture is built on the pillars of transparency, innovation, and community. Even though you’ll be working remotely, you’ll experience:

• Weekly virtual town halls where leadership shares company updates and celebrates wins.
• Monthly “Innovation Fridays” where teams pitch new ideas and prototype solutions.
• Inclusive employee resource groups that foster belonging and support professional development.
• A flexible schedule that respects your personal commitments while meeting business needs.
• Regular team‑building activities, both virtual and in‑person, to strengthen relationships and camaraderie.
• Access to a digital collaboration hub that encourages spontaneous brainstorming and knowledge sharing.
• A culture that celebrates experimentation, learning from failure, and celebrating successes together.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary commensurate with market rates for remote supervisory roles.
• Performance‑based bonuses tied to team KPIs and company objectives.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Wellness stipend covering gym memberships, meditation apps, or mental health resources.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) for confidential counseling and support.
• Flexible work hours and the ability to choose your preferred work location.
• Regular virtual social events and occasional in‑person retreats.

How to Apply

If you are a seasoned leader who thrives in a dynamic, remote environment and is Apply for this job