Customer Support Team Lead – Technical Support Operations & Leadership for a Distributed SaaS Network Security Platform
About brighthush
brighthush is redefining the way people and devices connect across the globe. By delivering a secure, zero‑trust networking layer that works seamlessly on any device, any operating system, and any network, we empower teams—from hobbyists to Fortune‑500 enterprises—to collaborate safely and effortlessly. Founded in 2019, brighthush operates fully distributed, with a culture that values autonomy, continuous learning, and a relentless focus on customer delight. Backed by leading venture capital partners, we are on a mission to make the Internet as simple, reliable, and safe as it once was.
Role Overview
We are looking for a dynamic Customer Support Team Lead who will act as both a hands‑on engineer and a strategic coach. You will manage a high‑performing squad of 8–10 Support Engineers, ensuring they deliver world‑class technical assistance while growing their own expertise. Reporting directly to the VP of Customer Engineering, you will shape the support strategy, drive process excellence, and serve as the voice of the customer across the organization.
Why brighthush?
- Fully remote, distributed team with a global footprint.
- Opportunity to influence product, engineering, and customer experience at scale.
- Competitive total compensation: base salary, equity, and performance incentives.
- Generous benefits: health, vision, dental, parental leave, and a flexible PTO policy.
- Continuous learning budget, mentorship, and internal mobility.
- Inclusive, collaborative culture that celebrates diverse voices.
Key Responsibilities
- Team Leadership & Development: Onboard, mentor, and coach 8–10 Support Engineers. Conduct regular 1:1s, performance reviews, and career development plans.
- Operational Excellence: Oversee daily support operations, ensuring SLA/SLO adherence for response and resolution times.
- Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer interactions.
- Strategic Alignment: Partner with the VP of Customer Engineering to align team goals with the broader roadmap.
- Process & Tooling Improvement: Collaborate with Support and CX Operations to refine workflows and enhance internal tools such as Jira, Incident.io, Kapa.ai, and PagerDuty.
- Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy and brand voice.
- Data‑Driven Insights: Analyze support metrics (CSAT, TTR, TT Apply for this job