Customer Support Manager – Night Shift Operations & Client Relations for US‑Based Home Repair Services

About brighthush

brighthush is a forward‑thinking, fully remote back‑office powerhouse that has been empowering skilled home‑repair professionals across the United States for more than five years. With a team of over 100 dedicated specialists, we handle every operational, marketing, sales, and quality‑control function that keeps our partners—trusted craftsmen and homeowners—happy and productive. From the bustling streets of New York to the sunny suburbs of Los Angeles, brighthush has successfully delivered over 30,000 repair projects, earning a reputation for reliability, transparency, and exceptional customer experience.

Why brighthush?

At brighthush, we believe that great service starts with great people. Our culture is built on continuous learning, data‑driven decision‑making, and a shared commitment to excellence. We invest heavily in onboarding, providing a structured, step‑by‑step training program that turns a newcomer into a confident, autonomous support professional in just a few weeks. Whether you’re a seasoned support veteran or a recent graduate eager to grow, brighthush offers a platform where your skills are nurtured, your voice is heard, and your career trajectory is clear.

Role Overview

As a Customer Support Manager on our night shift team, you will be the linchpin that keeps our 24/7 operations running smoothly. You’ll collaborate closely with senior managers, coordinate communication between clients and craftsmen, monitor project status, and ensure that every interaction reflects brighthush’s high standards of quality and professionalism. Your work will directly influence client satisfaction, repeat business, and the overall reputation of our brand in the competitive home‑repair market.

Key Responsibilities

• Team Collaboration: Partner with senior managers to align on daily priorities, resolve escalations, and refine processes.
• Client & Craftsman Communication: Serve as the primary point of contact, guiding conversations from project initiation to completion.
• Quality & Status Oversight: Track project milestones, verify deliverables, and proactively address any deviations from the plan.
• CRM Management: Keep all client and project data up to date, ensuring accurate reporting and analytics.
• Decision Making: Make timely, autonomous decisions within your scope, balancing speed with accuracy.
• Process Improvement: Identify bottlenecks, propose solutions, and collaborate with cross‑functional teams to implement best practices.
• Night Shift Operations: Maintain a calm, focused presence during the 00:00–09:00 Kyiv time window, ensuring seamless service for our US clients.

Essential Qualifications

• Minimum 1 year of experience in customer support, technical support, or a related field.
• Proficiency in English at C1 level or higher; fluency in conversational and written communication with native speakers.
• Strong multitasking ability—capable of juggling several open tickets without losing focus.
• Empathy and trust‑building skills that foster lasting relationships with both clients and craftsmen.
• Attention to detail, even during late‑night hours.
• Self‑stability and accountability; you thrive in an environment with minimal supervision.
• Hands‑on experience with CRM systems (e.g., HubSpot, Salesforce, Zendesk) and a knack for navigating multiple open tasks.

Preferred Qualifications

• Background in the home‑repair or construction industry.
• Experience managing or coordinating remote teams.
• Familiarity with project management tools such as Asana, Trello, or Monday.com.
• Knowledge of US holidays and cultural nuances that affect client expectations.
• Previous exposure to night‑shift operations or flexible scheduling.

Core Skills & Competencies

• Exceptional communication—both verbal and written.
• Problem‑solving mindset with a proactive approach to risk mitigation.
• Data‑driven decision making; comfortable interpreting metrics and KPIs.
• Adaptability—able to pivot quickly in response to changing priorities.
• Tech‑savvy; quick to learn new software and tools.
• Strong organizational skills and meticulous attention to detail.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Customer Support Manager, you can progress to Senior Support Lead, Operations Manager, or even Director of Client Experience. We provide:

• Regular skill‑development workshops and certifications.
• Mentorship from senior leaders who have built successful careers in the industry.
• Cross‑departmental projects that broaden your exposure to marketing, sales, and product development.
• Clear performance metrics that translate into tangible career milestones.

Work Environment & Culture

Our fully remote model means you can work from anywhere, but we also foster a strong sense of community through:

• Weekly virtual coffee chats and monthly town‑hall meetings.
• Annual virtual retreats that bring the team together for learning and fun.
• Open‑door policy—your voice matters, and we actively seek your feedback.
• Inclusive, diverse, and supportive workplace culture that celebrates individuality.

Compensation & Perks

We offer a competitive base salary of $1,000 per month, complemented by performance‑based bonuses that reward your impact on client satisfaction and project success. Additional benefits include:

• Night‑shift schedule: 00:00–09:00 Kyiv time, with Saturdays and Sundays off.
• Fully remote work—no commute, no office overhead.
• Work with existing clients—no sales pressure.
• 5 extra days off for US holidays, ensuring you can celebrate with family and friends.
• Health and wellness stipend to support your physical and mental well‑being.
• Annual performance bonus and equity options for high performers.

How to Apply

If you’re a self‑motivated, detail‑oriented professional who thrives in a night‑shift environment and is ready to make a tangible impact on the lives of homeowners and craftsmen across the United States, we want to hear from you. Join brighthush and become part of a team that values innovation, integrity, and excellence.

Ready to take the next step? Click the link below to submit your application and start your journey with brighthush.