Director of Global Customer Support & Field Operations – Building Scalable, Customer‑Centric Support for Innovative Construction Technology

About brighthush

brighthush is a trailblazing technology company that is redefining how construction projects are planned, executed, and monitored. By combining cutting‑edge geospatial tools, real‑time data analytics, and intelligent automation, we empower architects, engineers, and contractors to deliver projects faster, safer, and with unprecedented precision. Our mission is to transform the built environment into a connected, data‑driven ecosystem that delivers tangible value to every stakeholder.

As we expand our global footprint, we are looking for a visionary leader who can build and scale a world‑class customer support and field operations organization. If you thrive in a fast‑moving, high‑impact environment and have a passion for turning complex technical challenges into seamless customer experiences, brighthush is the place for you.

Why This Role Matters

Customer support is the lifeblood of any technology company that delivers hardware and software to the field. At brighthush, our customers rely on our solutions to keep critical construction sites running smoothly. The Director of Global Customer Support & Field Operations will be the architect of the support ecosystem that ensures our customers can deploy, operate, and evolve our technology with confidence. This role is a blend of hands‑on execution, strategic vision, and cross‑functional leadership.

Key Responsibilities

Own Customer & Field Support Excellence

• Lead the resolution of complex escalations and critical incidents, ensuring rapid, effective outcomes.
• Collaborate directly with customers and on‑site field crews to troubleshoot, diagnose, and resolve issues in real time.
• Champion a culture of proactive support, turning customer feedback into actionable product and process improvements.
• Serve as the primary liaison between field teams, product engineering, and customer success to align on priorities and roadmaps.

Build the Global Support Model

• Design and implement a tiered support architecture (Tier 1, Tier 2, Tier 3) that scales with customer growth.
• Define clear escalation paths, ownership responsibilities, and service level agreements (SLAs) that meet global operational demands.
• Develop comprehensive SOPs, troubleshooting playbooks, onboarding guides, and an internal knowledge base that empowers support agents worldwide.
• Establish repeatable, data‑driven processes that reduce ad‑hoc support and increase first‑contact resolution rates.

Define the Operating Infrastructure

• Identify, track, and report on key performance indicators (KPIs) such as time‑to‑resolution, first‑response time, and customer satisfaction scores.
• Evaluate and optimize the support technology stack—including ticketing systems, remote diagnostics, and analytics platforms—to maximize efficiency.
• Leverage support data and customer insights to surface systemic product or operational issues and drive cross‑functional fixes.

Scale the Organization Globally

• Architect the future support team structure, anticipating regional growth and time‑zone coverage.
• Recruit, onboard, and develop high‑performing support talent across multiple continents.
• Implement a scalable operating model that balances technical depth with exceptional customer experience.
• Foster a culture of continuous improvement, knowledge sharing, and professional development.

What We’re Looking For

• 10+ years of progressive experience in technical support, customer operations, or field operations for complex hardware/software solutions.
• Demonstrated success in building, scaling, or transforming a technical support organization.
• Proven player‑coach: hands‑on problem resolution coupled with the ability to design processes and lead teams.
• Strong technical aptitude and a collaborative mindset that thrives in partnership with engineering and product teams.
• Experience supporting sophisticated hardware, software, or integrated tech products in a global context.
• Operational excellence: turning recurring pain points into structured, repeatable processes.
• Fluency in English (written and spoken); additional languages are a plus.
• Based in Europe, with a willingness to travel 30–40% of the time for customer visits, field site support, and team syncs.

Preferred Assets

• Background in construction technology, geospatial analytics, or field operations.
• Familiarity with robotic total stations, GNSS, or other surveying equipment.
• Understanding of CAD/BIM workflows and tools such as Revit or AutoCAD.
• Direct experience working on construction sites and managing distributed support teams.

What Success Looks Like (First 12 Months)

• Fully operational Tier 1–3 support model with documented processes and SLAs.
• Deep understanding of the most critical customer and field issues.
• First set of scalable support playbooks and operating procedures in place.
• Baseline service metrics established and tracked.
• Clear interfaces and collaboration frameworks with engineering, product, and customer success.
• Defined team structure and infrastructure roadmap for the next growth phase.

Career Growth & Learning Opportunities

At brighthush, you will have the chance to shape a brand‑new function from the ground up. You will:

• Lead cross‑functional initiatives that influence product development, engineering, and customer success.
• Mentor and grow a high‑performing global team, building a culture of excellence and innovation.
• Gain exposure to cutting‑edge geospatial and construction technologies, positioning you as a thought leader in the industry.
• Participate in strategic planning sessions with senior leadership, shaping the future direction of brighthush.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture

brighthush is built on a foundation of collaboration, transparency, and a relentless focus on customer success. Our culture encourages:

• Open communication across all levels, with regular town‑halls and feedback loops.
• Agile decision‑making that empowers teams to act quickly and responsibly.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Flexibility in work arrangements, with a hybrid model that supports both in‑office collaboration and remote productivity.
• Community engagement initiatives, including volunteer days and sustainability projects.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you will bring to brighthush:

• Base Salary: €100,000 – €120,000 (gross annual).
• Equity / Stock Options: Participation in our growth story.
• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Retirement Plan: Company‑matched contributions to a pension scheme.
• Paid Time Off: Generous vacation policy, public holidays, and personal days.
• Professional Development: Budget for certifications, courses, and industry conferences.
• Wellness Programs: Gym memberships, mental health resources, and wellness stipends.
• Travel & Relocation: Support for international travel and relocation assistance if needed.

How to Apply

If you are ready to lead a global support organization that drives customer success and product excellence, we want to hear from you. Submit your application through the brighthush careers portal and join a team that is shaping the future of construction technology.

We look forward to exploring how your vision and experience can help brighthush deliver unparalleled support to our customers worldwide.