Supervisor of Sales Call Center Customer Service – Leadership, Coaching, Operational Excellence & Team Development at brighthush

About brighthush

At brighthush, we don’t just connect people to services – we connect them to moments that matter. As a leading provider of communications, entertainment, and digital solutions, brighthush powers the way millions live, work, and play. Our mission is simple yet powerful: empower every individual with reliable, innovative technology while fostering a culture where bold ideas thrive. From cutting‑edge 5G networks to immersive streaming experiences, brighthush is at the forefront of the digital revolution, and we are looking for passionate leaders who want to shape that future.

Why This Role Matters

The Supervisor – Sales Call Center Customer Service is a pivotal position that directly influences the quality of every customer interaction. In a fast‑moving, technology‑driven environment, you will lead a team of dedicated agents who resolve billing inquiries, troubleshoot device issues, and guide customers through product selections. Your leadership will ensure that brighthush’s promise of “outstanding customer service” is not just a slogan, but a daily reality experienced by thousands of callers.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and motivate a high‑performing group of call‑center agents, fostering a culture of continuous improvement and accountability.
• Operational Excellence: Oversee daily call volume, staffing schedules, and performance metrics to guarantee optimal efficiency and service levels.
• Quality Assurance: Monitor live and recorded interactions, provide constructive feedback, and implement corrective action plans to maintain the highest quality standards.
• Customer Issue Resolution: Ensure agents are equipped with the knowledge and tools to resolve device, billing, and service inquiries quickly and accurately.
• Policy & Procedure Enforcement: Apply brighthush policies, procedures, and compliance guidelines consistently, modeling best practices for the team.
• Resource Management: Identify training needs, coordinate learning sessions, and ensure the team has the resources required to meet evolving customer expectations.
• Data‑Driven Decision Making: Analyze performance dashboards, call trends, and customer satisfaction scores to drive strategic improvements.
• Cross‑Functional Collaboration: Partner with product, billing, and technical support teams to streamline processes and share insights that enhance the overall customer journey.
• Shift & Schedule Flexibility: Lead by example, working evenings, weekends, and holidays as needed to support the team and maintain service continuity.
• Continuous Innovation: Encourage agents to suggest process enhancements, pilot new tools, and adopt best‑in‑class practices that keep brighthush ahead of the competition.

Essential Qualifications

• Education & Experience: Bachelor’s degree or a minimum of four years of relevant professional experience, including leadership roles in a call‑center or customer‑service environment.
• Leadership Acumen: Proven ability to inspire, develop, and retain talent while meeting or exceeding performance targets.
• Customer‑Centric Mindset: Demonstrated commitment to delivering exceptional service and resolving issues with empathy and efficiency.
• Analytical Skills: Comfortable interpreting call metrics, KPIs, and quality scores to make informed decisions.
• Communication Excellence: Strong verbal and written communication skills, with the ability to convey complex information clearly to both agents and senior leadership.
• Adaptability: Thrive in a fast‑paced, ever‑changing environment where new challenges arise daily.
• Availability: Willingness to work flexible schedules, including evenings, weekends, and holidays, to support operational needs.

Preferred Qualifications (Nice‑to‑Have)

• Advanced degree in Business, Communications, or a related field.
• Experience with technical products or services, especially in telecommunications, broadband, or digital media.
• Prior military service that provided leadership, discipline, and mission‑focused experience.
• Familiarity with workforce management software, CRM platforms, and quality monitoring tools.
• Track record of implementing process improvements that resulted in measurable gains in efficiency or customer satisfaction.

Core Skills & Competencies

• Coaching & Mentoring: Ability to develop individualized growth plans and deliver actionable feedback.
• Problem Solving: Quick, sound judgment to diagnose issues and determine the most effective next steps.
• Relationship Building: Establish trust with team members, peers, and customers alike.
• Time Management: Juggle multiple priorities, from staffing to performance reporting, without sacrificing quality.
• Emotional Intelligence: Recognize and respond to the emotional needs of both customers and team members.
• Technology Savvy: Comfort navigating multiple software systems, data dashboards, and communication tools.
• Strategic Thinking: Align day‑to‑day operations with broader business objectives and brand promise.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its leaders. As a Supervisor, you will have access to:

• Structured leadership development programs that prepare you for senior management roles.
• Mentorship from senior executives who have built brighthush’s reputation for excellence.
• Cross‑departmental projects that broaden your exposure to product development, marketing, and technology strategy.
• Tuition assistance for continued education, certifications, and industry‑specific training.
• Opportunities to lead special initiatives, such as pilot programs for new AI‑driven support tools.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from the comfort of your home while staying connected to a vibrant, collaborative community. Key cultural pillars include:

• Innovation: We celebrate daring ideas and encourage experimentation.
• Inclusion: A diverse workforce where every voice is heard and valued.
• Community: Regular virtual town halls, team‑building events, and volunteer initiatives that strengthen our #brighthushLife.
• Well‑Being: Access to mental‑health resources, wellness stipends, and flexible scheduling to support work‑life balance.
• Recognition: Performance awards, peer‑to‑peer shout‑outs, and a culture of celebrating wins—big and small.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to support you both at work and beyond:

• Base Salary: $72,500 – $126,000 annually, commensurate with experience, location, and demonstrated expertise.
• Performance Incentives: Bonus potential, overtime, shift differentials, holiday pay, and other premium pay options.
• Health & Wellness: Comprehensive medical, dental, vision, short‑ and long‑term disability, and life insurance options.
• Financial Security: 401(k) plan with company match, employee stock purchase opportunities, and financial counseling services.
• Paid Time Off: Up to 15 vacation days for new hires, increasing with tenure, plus 8 paid holidays, 6 personal days, parental leave, and adoption assistance.
• Additional Perks: Identity theft protection, pet insurance, group home & auto insurance, tuition reimbursement, and access to exclusive employee discounts.
• Remote Work Support: Stipends for home office setup, high‑speed internet, and occasional in‑person training sessions.

How to Apply

If you are ready to lead a dynamic team, drive operational excellence, and make a tangible impact on millions of customers, we want to hear from you. Apply today and become a part of the brighthush family—where your ideas are celebrated, your growth is nurtured, and your success is our shared mission.

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability, gender, race, ethnicity, sexual orientation, or any other legally protected characteristic.