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About brighthush and the Future of Customer Experience
brighthush is a global pioneer in customer service and experience, redefining how brands connect with their audiences in a digital‑first world. With a portfolio that spans Fortune 500 leaders, emerging tech startups, and consumer‑centric brands, brighthush delivers people‑centered solutions that blend cutting‑edge technology with human empathy. Our mission is simple: to transform every customer interaction into a memorable, brand‑loving experience.
As the customer experience landscape evolves, we’re looking for a dynamic, results‑driven Team Manager – Customer Experience Excellence to lead a high‑performing remote team of agents. This role is a unique opportunity to shape the future of customer service, drive operational excellence, and mentor a diverse group of professionals who are passionate about delivering world‑class support.
Key Responsibilities
- Team Leadership & Coaching: Oversee a team of 15+ remote agents, fostering a culture of continuous improvement, accountability, and high engagement.
- Performance Management: Set clear performance metrics, conduct regular reviews, and implement data‑driven improvement plans to exceed service level agreements (SLAs).
- Process Optimization: Identify bottlenecks, streamline workflows, and collaborate with cross‑functional teams (Operations, Quality Assurance, Training) to enhance efficiency and quality.
- Talent Development: Mentor and coach agents, provide constructive feedback, and facilitate skill‑building workshops to elevate team capabilities.
- Stakeholder Collaboration: Partner with senior leadership, product managers, and technical teams to align customer experience strategies with business objectives.
- Reporting & Analytics: Generate weekly and monthly performance reports, analyze trends, and present actionable insights to senior stakeholders.
- Compliance & Quality Assurance: Ensure adherence to company policies, regulatory requirements, and quality standards across all customer interactions.
- Conflict Resolution: Address escalated issues, mediate conflicts, and maintain a positive, solution‑oriented environment.
- Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices in customer experience management.
Essential Qualifications
- High school diploma or GED (Bachelor’s degree preferred).
- Minimum of 3–5 years of supervisory experience in a customer service or call center environment, managing teams of 15 or more.
- Proven track record of meeting or exceeding key performance indicators (KPIs) such as CSAT, NPS, first‑contact resolution, and average handle time.
- Strong communication and interpersonal skills, with the ability to inspire and motivate a remote workforce.
- Proficiency in Microsoft Office Suite, CRM platforms (e.g., Salesforce, Zendesk), and performance management tools.
- Experience with data analysis, reporting, and using metrics to drive decision‑making.
- Demonstrated ability to coach, develop, and retain talent in a high‑volume environment.
- Excellent problem‑solving skills and a proactive, solution‑oriented mindset.
- Fluency in English; additional languages are a plus.
Preferred Qualifications
- Experience in the technology or digital services industry.
- Knowledge of customer experience frameworks such as CXM, Voice of the Customer, and journey mapping.
- Certification in leadership or coaching (e.g., SHRM, ATD).
- Familiarity with remote workforce management tools and virtual collaboration platforms.
- Background in change management and process improvement methodologies (Lean, Six Sigma).
Core Skills & Competencies
- Leadership & Influence: Ability to guide, inspire, and hold a team accountable while fostering a collaborative culture.
- Analytical Thinking: Strong quantitative skills to interpret data, identify trends, and recommend actionable improvements.
- Customer‑Centric Mindset: Deep empathy for customers and a passion for delivering exceptional service experiences.
- Adaptability: Comfortable navigating rapid change, ambiguity, and evolving priorities.
- Technology Savvy: Comfortable leveraging digital tools to streamline processes and enhance agent productivity.
- Communication: Clear, concise, and persuasive communication across all levels of the organization.
- Conflict Resolution: Skilled at de‑escalating tense situations and turning challenges into opportunities for improvement.
- Time Management: Ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast‑paced environment.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Team Manager, you’ll have access to:
- Leadership development programs that sharpen your strategic thinking and people‑management skills.
- Mentorship from senior leaders across the organization, providing guidance on career progression.
- Cross‑functional projects that expose you to product development, technology innovation, and global business strategy.
- Continuous learning resources, including online courses, certifications, and industry conferences.
- Clear pathways to advance into senior management roles such as Director of Customer Experience, Head of Operations, or VP of Customer Success.
Work Environment & Company Culture
brighthush thrives on a culture of inclusion, innovation, and impact. Our remote-first approach empowers you to work from anywhere in the United States while staying connected through:
- Weekly virtual town halls and team check‑ins.
- Collaborative tools like Slack, Microsoft Teams, and Zoom.
- A transparent, data‑driven decision‑making process.
- Employee resource groups that celebrate diversity and foster community.
- Regular recognition programs that celebrate wins, both big and small.
Compensation, Perks, and Benefits
While the exact compensation for this temporary role is competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:
- Competitive hourly rate with performance‑based incentives.
- Flexible work schedule to accommodate your personal commitments.
- Health, dental, and vision insurance options (for eligible employees).
- Retirement savings plan with company match.
- Tuition reimbursement program to support your continued education.
- Paid time off and holiday schedule.
- Employee wellness initiatives, including virtual fitness classes and mental health resources.
- Access to a digital learning platform with courses on leadership, technology, and customer experience.
Why Join brighthush?
When you join brighthush, you become part of a forward‑thinking organization that values innovation, collaboration, and customer obsession. You’ll:
- Lead a talented team that is passionate about delivering exceptional customer experiences.
- Drive measurable impact on key business metrics and customer satisfaction.
- Work in a supportive, inclusive environment that values your voice and ideas.
- Benefit from continuous learning and career advancement opportunities.
- Enjoy a flexible, remote work arrangement that supports work‑life balance.
Ready to Make an Impact?
If you’re a results‑oriented leader with a passion for customer experience and a proven ability to manage high‑performing remote teams, we want to hear from you. Bring your expertise, your vision, and your drive to brighthush, and help us shape the future of customer service.
Click the link below to apply and start your journey with brighthush today.
Apply for this job