Director of Customer Service Operations & Customer Success Strategy – Remote, Full Time, $150k+ Base, Equity, Leading a High‑Performance Team at brighthush

About brighthush

brighthush is a forward‑thinking, venture‑backed proptech pioneer that is redefining how people buy, sell, and manage real estate. Since our launch in 2017, we have empowered over 200,000 homeowners to sell their homes while saving thousands in fees, and we’re just getting started. Our mission is simple: make the real‑estate journey seamless, transparent, and cost‑effective for everyone. With a 4.9 TrustPilot rating and more than 4,000 glowing reviews, we have built a platform that delivers real value at every touchpoint.

At brighthush, we don’t just build products – we forge leaders. Our culture is built on five core principles: Frequency (move quickly and decisively), Ownership (take responsibility for outcomes), Relationships (build genuine connections), Growth (commit to continuous learning), and Excellence (raise the bar every day). If you thrive in an environment that rewards bold ideas, data‑driven decisions, and relentless execution, you’ll fit right in.

Role Overview

We are seeking an experienced, hands‑on Director of Customer Service Operations to lead our Customer Success and Matching teams. This role is pivotal in shaping the customer experience across phone, email, SMS, and partner agent interactions. You will own the end‑to‑end service quality, capacity, and performance, while building a high‑performing team that can operate independently and scale with our growth trajectory.

Key Responsibilities

• Strategic Leadership – Define and execute the operational strategy for Customer Success and Matching, translating customer insights into measurable priorities.
• Performance Management – Establish KPIs, dashboards, and reporting frameworks that track service quality, speed, and capacity. Use data to drive continuous improvement.
• Process & Technology Optimization – Partner with Product, Data, and Engineering to design, test, and roll out process changes, automation, and tooling that increase efficiency and reduce manual effort.
• Team Development – Hire, coach, and mentor managers and frontline agents. Foster a culture of accountability, ownership, and continuous learning.
• Operational Excellence – Own routing, escalation, documentation, and handoff processes to ensure customers receive timely, high‑quality support.
• Customer Advocacy – Engage directly with customers and agents during high‑impact periods to gain first‑hand insights and validate improvements.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Marketing, and Finance to align on customer journey goals and resource allocation.

Ideal Candidate Profile

You are a seasoned operations leader who thrives in fast‑moving, data‑rich environments. You have a proven track record of turning complex challenges into streamlined, scalable solutions. Your leadership style is collaborative yet decisive, and you empower teams to own outcomes while maintaining a customer‑centric focus.

Essential Qualifications

• 10+ years of experience in customer‑facing operations, with direct responsibility for service quality, capacity, and performance.
• 3+ years in a people‑leadership role, managing both frontline agents and team leads, with a history of developing leaders and handling performance issues.
• Deep expertise in building or improving service operations: workflows, ticketing, routing, escalations, documentation, onboarding, and reporting.
• Strong business judgment and the ability to make sound decisions using customer insights and imperfect data.
• Track record of leveraging process improvements, technology, and automation to achieve measurable gains in service quality or capacity.
• Experience leading teams through high volume and changing priorities while influencing senior leaders and cross‑functional partners.

Preferred Experience

• Background in real estate, proptech, or another technology‑enabled service business.
• Familiarity with HubSpot, Front, Five9, or similar customer‑service platforms.
• Experience working in a remote, distributed team environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to a generous annual learning budget, mentorship from senior leaders, and the chance to lead cross‑functional initiatives that shape the future of our platform. As we expand our customer‑success footprint, you’ll have the opportunity to scale the team, influence product strategy, and potentially move into a VP‑level role.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We celebrate diversity, inclusion, and a healthy work‑life balance. Regular virtual town halls, hackathons, and team‑building events keep us connected and energized. We value transparency, continuous improvement, and a bias toward action.

Compensation & Benefits

• Base Salary: $150,000 – $175,000 per year
• On‑Target Earnings (OTE): $175,000 – $225,000 plus equity
• Equity: Stock options as part of the total compensation package
• Health & Wellness: Comprehensive medical, dental, vision, and life insurance
• Paid Time Off: 18 days of PTO (increasing with tenure) plus 10 paid holidays
• Professional Development: Annual budget for courses, conferences, and certifications
• Sabbaticals: Paid sabbaticals to celebrate major milestones
• Work‑From‑Home Stipend: Support for your remote workspace
• 401(k): Retirement plan administered through Betterment
• Parental Leave: 6–12 weeks of paid leave
• Wellness: Free counseling sessions and optional weekly meditation sessions
• brighthush Product Benefit: Exclusive access to brighthush homeownership perks

What Success Looks Like

In 90 days: You will have mapped the current state of Customer Success and Matching, identified key performance gaps, and launched at least one improvement initiative with a clear success metric.

In 6 months: Service standards are consistently met across the teams, onboarding is streamlined, and data‑driven insights guide daily decisions. Process and technology enhancements have delivered measurable gains in speed, quality, and capacity.

How to Apply

If you are ready to lead a high‑impact, customer‑centric team at a company that is transforming the real‑estate experience, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Join us in building the future of real‑estate service.