Customer Support Manager – Overnight Shift (12AM-8AM ET) – Lead Remote Team at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the gig economy. Our mission is simple yet powerful: to empower gig workers—drivers, couriers, and freelancers—by providing them with tools, resources, and support that enable them to earn a sustainable living. We’re on a rapid growth trajectory, disrupting traditional ride‑share and delivery platforms with a focus on fairness, transparency, and community. As a member of the brighthush team, you’ll be part of a passionate, purpose‑driven culture that values innovation, collaboration, and continuous learning.

Why This Role Matters

Customer experience is the heartbeat of any platform that serves millions of users. At brighthush, we believe that exceptional support is the key to building trust, loyalty, and long‑term success. The Customer Support Manager will lead a high‑performing remote team that delivers 24/7 service, ensuring that every driver and rider receives timely, accurate, and compassionate assistance. This role is critical to maintaining the quality of our platform, driving customer satisfaction, and fueling our growth.

Role Overview

As the Customer Support Manager, you will:

• Lead, coach, and manage a remote team of 4–6 Customer Support agents.
• Report directly to the VP of Customer Experience.
• Operate during the overnight window (12 AM–8 AM EST) and cover weekend shifts.
• Participate in standard business‑hour training sessions and team meetings.
• Own the end‑to‑end support lifecycle, from onboarding to escalation.

Key Responsibilities

• Team Leadership & Development: Build a cohesive, high‑energy team that thrives in a remote environment. Conduct regular 1:1s, performance reviews, and professional development plans.
• Operational Excellence: Refine escalation protocols, streamline workflows, and implement best practices to improve speed and accuracy.
• Quality Assurance: Scale QA processes, including ticket audits, coaching sessions, and root‑cause analysis of recurring issues.
• Recruitment & Onboarding: Partner with HR to attract, interview, and onboard new agents. Design training modules that align with evolving support demands.
• Product Knowledge: Maintain a deep understanding of the brighthush platform, including driver and rider mobile applications.
• Customer Communication: Ensure timely, professional correspondence with customers via phone, email, and chat.
• Trend Analysis & Escalation: Identify patterns, report trends, and collaborate with cross‑functional teams to address systemic issues.
• Culture Champion: Foster a collaborative, inclusive, and high‑performance culture that reflects brighthush’s values.

Essential Qualifications

• 5+ years of experience in customer support, trust & safety, or a related field.
• 2+ years in a management or team‑lead role.
• Proven ability to make sound decisions in ambiguous or high‑pressure situations.
• Strong written and verbal communication skills.
• Experience with Zendesk or a comparable CRM platform.
• Detail‑oriented, high‑energy, problem‑solver with a strong work ethic.
• Team‑first mentality and a professional attitude.
• College degree (or equivalent experience).

Preferred Qualifications

• Experience managing remote teams in a fast‑paced startup environment.
• Background in the gig economy or transportation services.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) for performance reporting.
• Multilingual support experience.
• Familiarity with agile methodologies and continuous improvement frameworks.

Skills & Competencies

• Leadership & Mentorship: Ability to inspire, coach, and develop talent.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Analytical Acumen: Use data to drive decisions and measure impact.
• Customer‑Centric Mindset: Put the user at the center of every decision.
• Adaptability: Thrive in a dynamic, evolving environment.
• Collaboration: Work seamlessly across product, engineering, and operations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As the Customer Support Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Customer Success.
• Participate in leadership development programs, mentorship circles, and cross‑functional projects.
• Access to continuous learning resources, including workshops, conferences, and online courses.
• Opportunity to shape the future of our support organization and influence product strategy.

Work Environment & Culture

Our culture is built on:

• Transparency: Open communication and honest feedback.
• Inclusivity: A diverse workforce where every voice matters.
• Innovation: Encouraging experimentation and learning from failure.
• Work‑Life Balance: Flexible schedules, remote work options, and wellness programs.
• Community Impact: Initiatives that give back to gig workers and local communities.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary ranging from $70,000 to $90,000, commensurate with experience.
• Equity stake in brighthush, aligning your success with the company’s growth.
• Performance‑based bonus structure.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.

Application Process

Ready to join a mission‑driven team that is reshaping the gig economy? Submit your application through our careers portal. Please note:

• All candidates must complete a background check.
• We are not accepting submissions from external recruiters.

Join brighthush Today

If you are a seasoned customer support leader who thrives in a fast‑paced, remote environment and is passionate about empowering gig workers, we want to hear from you. Bring your expertise, energy, and vision to brighthush and help us create a brighter future for millions of drivers and riders worldwide.

Apply Now –