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

Why brighthush?

At brighthush we don’t just connect people to services – we connect them to possibilities. As a leading provider of communications, entertainment, and digital solutions, brighthush powers the moments that matter most in the lives of millions. Our mission is simple yet powerful: empower every individual, family, and business to live, work, and play without limits. To achieve that, we rely on a culture of curiosity, collaboration, and relentless innovation. We celebrate daring ideas, champion diverse perspectives, and invest heavily in the growth of every team member. When you join brighthush, you become part of a vibrant community that believes listening is the first step toward learning, and learning fuels the breakthroughs that shape the future.

Position Overview

We are seeking an experienced, high‑energy Supervisor – Sales Call Center Customer Service to lead a dynamic team of customer‑care professionals. In this remote‑first role, you will be the driving force behind exceptional service delivery, ensuring that every interaction reflects brighthush’s promise of reliability, empathy, and expertise. You will coach, motivate, and develop a group of agents who handle inquiries ranging from device troubleshooting to billing resolutions, all while maintaining the highest standards of quality, efficiency, and compliance.

Key Responsibilities

• Team Leadership & Development: Serve as a role model for first‑class customer service, providing day‑to‑day coaching, performance feedback, and career‑path guidance to a team of 12‑20 call‑center agents.
• Operational Excellence: Monitor call volume trends, adjust staffing levels, and implement workflow improvements to achieve optimal service levels and meet key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Net Promoter Score (NPS).
• Quality Assurance: Conduct regular call monitoring, scorecard reviews, and calibration sessions to ensure consistent adherence to brighthush policies, procedures, and brand voice.
• Resource Management: Identify training gaps, coordinate with Learning & Development to deliver targeted skill‑building sessions, and maintain a fully stocked knowledge base for agents.
• Issue Resolution: Act as an escalation point for complex or high‑impact customer issues, applying sound judgment and policy knowledge to resolve matters swiftly and satisfactorily.
• Data‑Driven Decision Making: Leverage real‑time dashboards and historical reports to track performance trends, generate actionable insights, and present findings to senior leadership.
• Policy & Compliance Enforcement: Ensure all team activities comply with regulatory requirements, internal standards, and industry best practices, while fostering an ethical, customer‑centric mindset.
• Cross‑Functional Collaboration: Partner with product, billing, technical support, and marketing teams to relay customer feedback, influence product enhancements, and align service initiatives with broader business goals.
• Culture Champion: Promote brighthush’s core values—integrity, inclusion, innovation, and impact—through everyday actions, recognition programs, and team‑building activities.

Essential Qualifications

• Education & Experience: Bachelor’s degree or equivalent experience; a minimum of four years of relevant experience in a call‑center environment, preferably in a supervisory or team‑lead capacity.
• Leadership Acumen: Proven ability to inspire, develop, and retain talent in fast‑paced, high‑volume settings.
• Customer‑Service Expertise: Deep understanding of best practices in phone‑based support, including handling technical product inquiries, billing disputes, and service upgrades.
• Analytical Skills: Comfortable interpreting performance metrics, identifying root causes, and implementing corrective actions.
• Communication Skills: Excellent verbal and written communication, with the ability to convey complex information clearly and empathetically.
• Flexibility: Willingness to work evenings, weekends, and holidays as business needs dictate.
• Location Requirement: Home office must be within a 75‑mile radius of Morristown, NJ, to facilitate occasional in‑person trainings and meetings.

Preferred Qualifications (Nice‑to‑Have)

• Additional degree or certifications in business administration, communications, or a related field.
• Prior experience with technical products or services, such as mobile devices, broadband, or digital entertainment platforms.
• Demonstrated success leading a team in a remote or hybrid environment.
• Familiarity with workforce management tools (e.g., NICE, Verint) and CRM platforms (e.g., Salesforce, Zendesk).
• Military background that provided leadership, discipline, and mission‑focused mindset.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Emotional Intelligence: Sensitivity to team dynamics, customer emotions, and the ability to de‑escalate tense situations.
• Problem‑Solving: Quick, logical decision‑making under pressure, with a focus on sustainable solutions.
• Time Management: Mastery of multitasking, prioritization, and delegation to meet competing deadlines.
• Coaching Mindset: Passion for developing others, delivering constructive feedback, and celebrating achievements.
• Technology Savvy: Comfortable navigating multiple software applications, data dashboards, and virtual collaboration tools.

Career Growth & Learning Opportunities

brighthush is committed to your professional evolution. As a Supervisor, you will have access to:

• Structured leadership development programs that prepare you for senior management roles.
• Mentorship from seasoned executives across product, operations, and strategy.
• Cross‑departmental project assignments that broaden your business acumen.
• Tuition reimbursement for relevant certifications or advanced degrees.
• Regular workshops on emerging technologies, data analytics, and customer experience design.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from the comfort of your home while staying deeply connected to the brighthush community. We provide:

• High‑speed internet stipend and a home‑office equipment allowance.
• Monthly virtual coffee chats, team‑building games, and quarterly in‑person retreats.
• Inclusive employee resource groups that celebrate diversity of thought, background, and identity.
• A transparent communication cadence, including weekly town halls, leadership Q&A sessions, and open‑door policies.
• Recognition platforms that spotlight everyday heroes and breakthrough ideas.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary package aligned with market standards for the region, complemented by:

• Performance‑based bonuses tied to team KPIs and customer satisfaction metrics.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• 401(k) plan with company match to help you build a secure financial future.
• Generous paid time off, including holidays, sick days, and mental‑health days.
• Employee assistance program (EAP) offering counseling, legal, and financial guidance.
• Discounts on brighthush products and services, plus exclusive partner offers.
• Wellness stipend for fitness, nutrition, or mindfulness activities.

How to Apply

If you are ready to lead a high‑performing team, champion exceptional customer experiences, and grow your career within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply To This Job

Final Word

At brighthush, every conversation is an opportunity to make a difference. As a Supervisor‑Sales Call Center Customer Service leader, you will shape those conversations, mentor the next generation of service champions, and directly influence the satisfaction of millions of customers. Bring your passion, your expertise, and your vision—let’s build the future of connectivity together.