Director of Customer Support & Technical Operations – AI Infrastructure & Developer Experience at brighthush

Welcome to brighthush – Where AI Meets Exceptional Support

At brighthush, we’re redefining how developers and enterprises harness the power of artificial intelligence. Our unified platform gives teams instant access to a vast ecosystem of AI models through a single, developer-friendly API. By simplifying model selection, routing, evaluation, and scaling, we empower organizations to build production‑ready AI applications faster, with less complexity, and at a lower cost.

As AI inference becomes the backbone of modern software, brighthush is positioned at the forefront of this transformation. We’re not just a service provider; we’re a partner that helps our customers navigate the rapidly evolving model landscape, ensuring they get the right model for every use case, every time.

About the Role

We’re seeking a visionary Director of Customer Support & Technical Operations to build and scale the next generation of AI‑native support at brighthush. This is a builder’s role—one that goes beyond traditional support management. Your mission will be to create an intelligent, automated support ecosystem that delivers world‑class experiences to developers and enterprises at scale.

Why This Role Matters

Instead of scaling support by adding more people, we aim to scale through technology. By integrating AI agents, advanced automation, and exceptional technical talent, we’ll provide rapid, accurate, and deeply technical assistance to our global customer base. Your leadership will shape how we deliver support, how we measure success, and how we continuously improve the customer journey.

Key Responsibilities

• Build an AI‑Native Support Organization – Own the strategy and execution for a support function that prioritizes intelligent systems, automation, and technical excellence over headcount growth.
• Engineer for Scale – Design, develop, and iterate AI agents, workflows, and internal tools that amplify support capacity, quality, and efficiency.
• Own the Developer Experience – Deliver exceptional technical support for developers, AI‑native startups, and enterprise customers building production applications on brighthush.
• Lead Technical Support Operations – Manage support performance, incident response, escalations, global coverage, and enterprise SLAs across our diverse customer base.
• Drive Operational Excellence – Define, monitor, and improve key metrics such as response times, resolution times, customer satisfaction, automation effectiveness, and cost to serve.
• Build a High‑Leverage Team – Lead and develop a small, elite squad of Support Engineers who excel at debugging technical problems and improving the systems that solve them.
• Create Scalable Solutions – Transform recurring customer issues into automation, self‑service capabilities, documentation, and product enhancements.
• Partner Cross‑Functionally – Collaborate closely with Engineering, Product, Customer Success, and Forward‑Deployed Engineering to resolve complex issues and translate customer feedback into lasting improvements.

Essential Qualifications

• AI‑Native Leadership – Proven experience managing and scaling Customer Support or Technical Support Engineering at a hyperscaling AI‑native company, model lab, or AI infrastructure platform serving developers.
• Deep Support Experience – 8+ years in technical support or support engineering, with 4+ years leading teams through significant growth.
• Builder DNA – You’ve personally built, implemented, or operated AI agents, automations, and technical systems that fundamentally improve how support works.
• Developer‑First Mindset – You understand APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and the challenges developers face running AI applications in production.
• Track Record of Scale – Demonstrated ability to support significant growth in customers, usage, or ticket volume without proportional increases in headcount.
• Technical Fluency – Comfortable working with Engineering, investigating complex technical issues, using APIs, and getting hands‑on with Python, TypeScript, or similar tools.
• Operational Rigor – Experience owning support SLAs, incident management, escalations, and customer experience metrics in a high‑growth environment, including building global, 24/7 technical support coverage.
• High Ownership – You move quickly, thrive in ambiguity, and measure success through customer outcomes and the leverage your organization creates.

Preferred (Nice to Have) Experience

• Experience at a leading LLM model lab, AI inference provider, or developer‑first AI infrastructure company.
• Experience building and maintaining production AI agents or agentic workflows for customer‑facing operations.
• Experience supporting high‑volume API platforms with demanding enterprise reliability requirements.
• Familiarity with AI‑assisted development tools, agent frameworks, and modern support platforms.

What Success Looks Like

First 30 Days – Deeply understand our customers, support operations, technical challenges, and existing AI‑powered systems. Identify quick wins to improve support quality and scalability.

First 60 Days – Ship meaningful improvements to support systems, automation, and escalation workflows while establishing clear performance metrics.

First 90 Days – Deliver a clear operating model for scaling technical support, measurable improvements in efficiency and customer experience, and a roadmap for continued capacity growth without proportional headcount increases.

Why Join brighthush?

• Impact at Scale – Your work will directly influence how thousands of developers and enterprises build and run AI applications.
• Innovation‑Driven Culture – We champion experimentation, rapid iteration, and a data‑driven approach to problem solving.
• Career Growth – As a senior leader, you’ll shape the future of support at brighthush and open doors to executive leadership roles.
• Learning & Development – Access to cutting‑edge AI research, internal knowledge sharing, and external conferences.
• Remote Flexibility – Work from anywhere in the United States (California, New York City, or any U.S. location) with a fully remote, distributed team.
• Competitive Compensation & Perks – Base salary, performance bonuses, equity, comprehensive health benefits, unlimited PTO, and a generous professional development budget.

What We’re Looking For in You

• You’d rather build a system that solves a thousand problems than hire a team to solve them one at a time.
• You’re a leader who still loves to build, debug, experiment, and ship.
• You see AI agents as part of your team, not just tools your team uses.
• You understand the expectations of developers building mission‑critical AI applications.
• You believe exceptional customer support is measured by outcomes, not team size.

If you don’t tick every box but are excited about the opportunity, we encourage you to apply. We value passion, curiosity, and a willingness to learn.

Key Responsibilities (Revisited)

• Build an AI‑native support organization.
• Lead technical support operations.
• Engineer scalable support systems.
• Partner cross‑functionally to drive product improvements.

Skills & Tools

Python, TypeScript, APIs, SDKs, LLMs, AI agent frameworks, support platform tooling.

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States (California, New York City, or any U.S. location)
• Languages: English

About brighthush

brighthush is a unified interface for AI inference, providing developers with access to hundreds of models through a single API. We’re at the intersection of cutting‑edge AI research and practical, production‑ready solutions, empowering businesses to innovate faster and smarter.