Customer Support Manager – Leading High‑Performance Tier 1 & Tier 2 Teams in a Rapidly Growing SaaS Ecosystem

About brighthush

brighthush is a forward‑thinking SaaS powerhouse that delivers cutting‑edge solutions to businesses worldwide. With a portfolio of cloud‑native applications that streamline operations, enhance customer engagement, and drive digital transformation, brighthush is at the forefront of the industry. Our mission is simple: empower organizations to achieve more through technology that is intuitive, reliable, and scalable. We pride ourselves on a culture of innovation, collaboration, and relentless customer focus. As we expand, we’re looking for leaders who share our passion for excellence and can help us elevate the support experience to new heights.

Role Overview

As the Customer Support Manager at brighthush, you will be the linchpin that connects our frontline support teams with the broader organization. You’ll lead a dynamic group of Tier 1 and Tier 2 Customer Support Representatives, ensuring they deliver world‑class service across phone, email, and case‑management channels. Your strategic vision will shape the support function, driving operational efficiency, quality, and continuous improvement while maintaining an unwavering focus on the customer’s journey.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and inspire a high‑performing support team. Provide regular feedback, set clear performance expectations, and facilitate career growth through structured development plans and recognition programs.
• Operational Excellence: Oversee day‑to‑day support operations, including scheduling, staffing coverage, workload allocation, queue management, and SLA compliance. Use data‑driven insights to optimize resource utilization and reduce response/resolution times.
• Performance Analytics: Monitor and analyze key metrics such as CSAT, NPS, first‑contact resolution, case backlog, and agent productivity. Translate insights into actionable coaching and process improvements.
• Escalation Management: Serve as the primary escalation point for complex customer issues and high‑priority incidents. Ensure timely, professional communication and effective service recovery.
• Root‑Cause & Continuous Improvement: Lead root‑cause analysis and post‑incident reviews. Partner with Product, Engineering, and Quality to address systemic issues and implement preventive measures.
• Customer Voice & Feedback Loop: Act as the customer advocate within the organization. Capture recurring pain points, usability concerns, and enhancement requests, translating them into actionable feedback for product teams.
• Process & Knowledge Management: Own and continuously refine support processes, workflows, and knowledge resources. Ensure consistency, scalability, and alignment with brighthush’s service standards.
• Innovation & Automation: Identify opportunities to leverage AI, automation, and self‑service tools to boost agent productivity, reduce customer effort, and enhance operational efficiency.
• Cross‑Functional Collaboration: Partner with Training, Quality, Product, Engineering, Implementation, and Customer Success to align support initiatives with broader business objectives.
• Strategic Reporting: Use workforce capacity, demand forecasts, and trend analysis to anticipate risks and recommend proactive solutions to senior leadership.

Essential Qualifications

• Minimum 3 years of progressive experience in customer or technical support within a SaaS, software, or technology environment.
• At least 1 year of people‑management experience leading, coaching, and developing frontline support teams.
• Proven track record in managing support operations, including ticket queues, escalations, SLAs, staffing, and Apply for this job