Senior Supervisor – Customer Experience & Call Center Leadership (Remote, New York)

Welcome to brighthush – Where Innovation Meets Exceptional Customer Care

At brighthush, we’re redefining the way people connect, communicate, and experience technology. Our mission is simple yet powerful: to empower every customer with seamless, personalized support that turns everyday interactions into moments of delight. As a global leader in telecommunications and digital solutions, brighthush is committed to fostering a culture of curiosity, collaboration, and continuous growth. We believe that the best ideas come from listening—listening to our customers, our teams, and our communities. If you’re ready to join a forward‑thinking organization that values bold thinking, integrity, and the relentless pursuit of excellence, we want to hear from you.

What You’ll Be Doing – Lead, Inspire, and Elevate Customer Experience

As the Supervisor of Sales Call Center Customer Service, you will be the driving force behind a high‑performing team that delivers world‑class support to our customers. Your leadership will shape the daily rhythm of the call center, ensuring that every interaction reflects brighthush’s commitment to quality, efficiency, and empathy. You’ll be a role model, mentor, and strategist—balancing people management with operational excellence to achieve measurable results.

• Team Leadership & Development: Recruit, coach, and retain top talent. Foster a culture of accountability, continuous improvement, and professional growth.
• Operational Excellence: Monitor call volume, staffing levels, and performance metrics to maintain optimal service levels and resource utilization.
• Quality Assurance: Conduct real‑time coaching, review recorded interactions, and implement best practices to elevate service quality.
• Process & Policy Implementation: Apply and refine company policies, procedures, and guidelines to ensure compliance and consistency.
• Customer Advocacy: Resolve escalated issues, collaborate with cross‑functional teams, and champion customer needs at all levels.
• Data‑Driven Decision Making: Analyze performance data, identify trends, and recommend actionable improvements.

Essential Qualifications – What We Expect

• Minimum of a bachelor’s degree or equivalent work experience.
• At least four years of progressive experience in customer service or call center operations, with a proven track record of leading teams.
• Strong analytical skills and the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills—both written and verbal.
• Comfortable working flexible hours, including evenings, weekends, and holidays, to support a 24/7 service model.
• Home office located within 75 miles of Garden City, NY (remote work is fully supported).

Preferred Qualifications – Bonus Points

• Experience in a technical product or service environment, such as telecommunications, SaaS, or consumer electronics.
• Prior experience managing a sales or technical support team.
• Certifications in customer experience, Six Sigma, or related fields.
• Fluency in additional languages beyond English.

Skills & Competencies – The DNA of a Successful Supervisor

• Leadership & Coaching: Ability to inspire, motivate, and develop high‑performing teams.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Quick decision‑making and sound judgment in fast‑paced environments.
• Data Literacy: Proficiency in interpreting metrics, dashboards, and KPIs.
• Collaboration: Cross‑functional teamwork with sales, technical support, and product teams.
• Adaptability: Thrives in dynamic settings, managing multiple priorities simultaneously.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we invest heavily in our people. As a Supervisor, you’ll have access to a wealth of learning resources, including:

• Leadership development programs and mentorship from senior executives.
• Technical training on our latest products and solutions.
• Access to industry conferences, webinars, and workshops.
• Clear career ladders that allow progression to Director, Vice President, or specialized roles in Customer Experience, Operations, or Product Management.

Work Environment & Culture – Why brighthush Stands Out

Our remote-first approach means you can work from the comfort of your home while staying connected through collaborative tools, virtual huddles, and occasional in‑person training sessions. We celebrate diversity, equity, and inclusion, fostering an environment where every voice is heard and valued. At brighthush, we believe in work‑life harmony, offering flexible schedules, generous paid time off, and a supportive community that encourages both personal and professional growth.

Compensation & Benefits – A Comprehensive Rewards Package

While the exact salary will depend on your experience and location, the full‑time range for this role in New York is competitive and reflects industry standards. In addition to base pay, you’ll be eligible for:

• Performance‑based incentives and overtime opportunities.
• 401(k) plan with company match.
• Health, dental, and vision coverage, including short‑term and long‑term disability.
• Life insurance, supplemental life, and AD&D coverage.
• Identity theft protection, pet insurance, and group home & auto insurance.
• Paid parental leave, adoption assistance, and tuition reimbursement.
• Paid holidays, personal days, and vacation that increases with tenure.
• Employee wellness programs, including mental health resources and fitness stipends.

How to Apply – Join the brighthush Family

If you’re ready to lead a dynamic team, drive customer satisfaction, and grow your career in a forward‑thinking organization, we encourage you to apply today. Even if you don’t meet every “preferred” qualification, we welcome candidates who bring passion, curiosity, and a commitment to excellence.

Ready to make an impact? Submit your application through our careers portal and take the first step toward an exciting future with brighthush.