Supervisor – Sales Call Center Customer Service Leadership & Team Development (Remote)

Welcome to brighthush – Where Connection Meets Innovation

At brighthush, we don’t just power networks; we empower lives. Our mission is to connect people to the moments that matter—whether they’re working from home, streaming their favorite shows, or staying in touch with loved ones across the globe. As a global leader in communications and technology, brighthush thrives on creativity, bold ideas, and a relentless drive to make a positive impact on the world. Join a community that believes listening is the first step to learning, and that every interaction—whether a crisis or a celebration—offers an opportunity to build trust, lift communities, and shape the future of digital experiences.

Why This Role Matters

Our customers rely on brighthush for seamless, reliable service every day. As the Supervisor – Sales Call Center Customer Service, you will be the catalyst that transforms everyday inquiries into memorable experiences. You’ll lead a high‑performing team of customer‑care professionals, ensuring that every call, chat, or email reflects the excellence that brighthush promises. Your leadership will directly influence customer satisfaction, brand loyalty, and the overall health of our sales pipeline.

Key Responsibilities – What You’ll Own

• Team Leadership & Development: Coach, mentor, and inspire a team of 12‑20 call‑center agents to consistently exceed service standards. Conduct regular one‑on‑ones, performance reviews, and skill‑building workshops.
• Operational Excellence: Monitor call volume, average handling time, and service level agreements (SLAs). Adjust staffing, breaks, and workflows to maintain optimal efficiency and meet daily targets.
• Quality Assurance: Listen to live and recorded interactions, provide constructive feedback, and implement continuous‑improvement initiatives that raise the bar on customer experience.
• Policy & Procedure Stewardship: Apply brighthush policies, procedures, and compliance guidelines accurately. Serve as the go‑to resource for agents on complex billing, device, and service issues.
• Issue Resolution & Escalation Management: Quickly assess escalated cases, determine root causes, and coordinate cross‑functional resources to resolve problems within agreed timelines.
• Data‑Driven Decision Making: Leverage performance dashboards, KPI reports, and customer feedback to identify trends, forecast staffing needs, and recommend process enhancements.
• Collaboration & Communication: Partner with sales, technical support, training, and product teams to align messaging, share insights, and drive unified customer journeys.
• Culture Champion: Model brighthush’s core values—integrity, curiosity, inclusion, and excellence—while fostering a supportive, inclusive, and high‑energy work environment.

Essential Qualifications – The Foundations You Bring

• Education & Experience: Bachelor’s degree or equivalent experience; or a minimum of four years of relevant professional experience, including leadership in a call‑center or customer‑service environment.
• Leadership Acumen: Proven ability to motivate, develop, and retain talent in a fast‑paced, multi‑tasking setting.
• Customer‑Centric Mindset: Demonstrated commitment to delivering first‑class service and resolving issues with empathy and efficiency.
• Analytical Skills: Comfortable interpreting performance metrics, identifying gaps, and implementing corrective actions.
• Communication Excellence: Strong verbal and written communication skills; ability to convey complex information clearly to both customers and team members.
• Flexibility: Willingness to work evenings, weekends, and holidays as business needs dictate.
• Technical Aptitude: Familiarity with telecom or technology products is preferred, though not mandatory.

Preferred Qualifications – The Extras That Set You Apart

• Experience managing a sales‑oriented call center, especially with technical products or services.
• Professional certifications in customer‑service management, such as COPC, Six Sigma, or ITIL.
• Background in military service where leadership, discipline, and rapid decision‑making were essential.
• Advanced training in conflict resolution, de‑escalation techniques, or negotiation.
• Proficiency with workforce management tools (e.g., NICE, Verint) and CRM platforms (e.g., Salesforce, Zendesk).

Core Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Emotional Intelligence: Recognize and respond to the emotional cues of both customers and team members.
• Problem‑Solving: Quickly diagnose issues, prioritize actions, and implement effective solutions.
• Time Management: Juggle multiple priorities, meet deadlines, and keep the team focused on high‑impact activities.
• Adaptability: Thrive in an environment where new products, policies, and market conditions evolve rapidly.
• Coaching & Mentoring: Provide actionable feedback, develop individualized development plans, and celebrate successes.
• Data Literacy: Comfortable working with spreadsheets, dashboards, and reporting tools to drive performance.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Supervisor, you’ll have clear pathways to advance into senior management roles such as:

• Call Center Operations Manager
• Regional Customer Experience Director
• Senior Program Manager – Customer Success
• Product Enablement Lead

We invest heavily in continuous learning. You’ll receive access to:

• Brighthush University – a catalog of over 500 online courses covering leadership, technical fundamentals, and soft‑skill mastery.
• Mentorship programs pairing you with senior executives.
• Quarterly leadership workshops and industry conferences (virtual or in‑person).
• Tuition reimbursement for accredited degree programs.

Work Environment & Culture at brighthush

This is a fully remote position, allowing you to work from the comfort of your home while staying connected to a vibrant, collaborative community. We schedule occasional in‑person trainings, team‑building events, and virtual town halls to keep the spirit of the #brighthushTeamLife alive.

Our culture is built on:

• Inclusion & Belonging: Diverse perspectives are celebrated; every voice matters.
• Innovation: We encourage daring ideas and give teams the autonomy to experiment.
• Work‑Life Harmony: Flexible scheduling, generous paid time off, and wellness resources support a balanced life.
• Community Impact: Employees volunteer in local initiatives, and brighthush matches charitable contributions.

Compensation, Perks & Benefits

We recognize that great talent deserves great rewards. While exact salary will reflect location, experience, and skill set, the range for this role is $72,500 – $126,000 per year (full‑time). In addition, you’ll enjoy a comprehensive total‑rewards package, including:

• Competitive base salary with performance‑based incentives and premium pay (overtime, shift differentials, holiday pay).
• Medical, dental, and vision coverage with multiple plan options.
• Short‑ and long‑term disability, basic and supplemental life insurance, AD&D coverage.
• Identity theft protection, pet insurance, and group home & auto insurance.
• Brighthush‑matched 401(k) plan with automatic enrollment.
• Up to 8 paid company holidays, 6 personal days, and generous parental leave.
• Adoption assistance, tuition reimbursement, and continuous learning stipends.
• Up to 15 days of vacation for new hires, increasing with tenure.
• Access to employee assistance programs, wellness challenges, and virtual fitness classes.

How to Apply

If you’re ready to lead a dynamic team, champion exceptional customer experiences, and grow your career with a forward‑thinking organization, we want to hear from you. Click the link below to submit your application through our secure portal.

Apply To This Job

Join brighthush – Make an Impact Every Day

At brighthush, you’ll be part of a purpose‑driven team that values curiosity, collaboration, and courage. Your leadership will shape how millions of customers experience our services, and you’ll have the resources, mentorship, and freedom to reach your highest potential. Take the next step in your career journey—apply today and become a cornerstone of the brighthush legacy.