Empathetic, Results‑Driven Customer Support Manager – Championing Seamless User & Partner Experience for brighthush’s Innovative Corporate Well‑Being Ecosystem

About brighthush

brighthush is at the forefront of a global shift toward holistic employee care. In an era where talent retention, productivity, and corporate reputation hinge on how well an organization supports its people, brighthush delivers a unified, digital-first platform that covers mental health, childcare, eldercare, pet care, and more. By combining evidence‑based counseling, a rich media library, personalized care pathways, and a friction‑free user interface, we empower companies to become true family‑friendly employers while simultaneously reducing absenteeism and boosting overall well‑being.

With a rapidly expanding footprint across the DACH region and a growing presence in the UK, US, and Scandinavia, brighthush is on a mission to make work‑life balance a tangible reality for every employee. We are looking for a passionate, organized, and self‑driven Customer Support Manager to join our dynamic team and elevate the support experience for both users and our network of care partners.

Why This Role Matters

Customer support is the heartbeat of any service‑oriented business. At brighthush, the support function is not just a reactive service desk; it is a strategic partner that shapes the entire employee journey. Your leadership will directly influence how employees perceive their employer’s commitment to their well‑being, how partners view their collaboration with brighthush, and ultimately how our platform scales across new markets.

Key Responsibilities

As the linchpin of our Customer Support function, you will be the first point of contact for employees of our corporate clients and the trusted partner for our care providers. Your role will blend empathy, operational excellence, and strategic insight to ensure a flawless experience across all touchpoints.

User Support

• Serve as the primary contact for operational inquiries via email, in‑app chat, WhatsApp, and phone.
• Guide users through the discovery of suitable care options—childcare, eldercare, pet care, and mental health services.
• Assist in locating specialist appointments, such as medical specialists and psychotherapy slots.
• Resolve technical, content, or product‑related questions with a solutions‑oriented mindset.
• Curate personalized recommendations based on user profiles and preferences.
• Document and share best practices with the broader support team to elevate overall service quality.

Partner (Care Provider) Support

• Conduct qualitative verification and onboarding of new care partners to maintain high service standards.
• Act as the go‑to liaison for partner inquiries across all communication channels.
• Drive recruitment initiatives to expand our network of vetted care professionals.
• Collaborate with the Partner Success team to refine onboarding workflows and partner satisfaction metrics.

Event Planning & Coordination

• Plan and execute childcare and holiday programs for corporate clients, ensuring logistical excellence.
• Collaborate with internal teams to align event offerings with client needs and brand values.
• Coordinate with external vendors, ensuring compliance with safety and quality standards.
• Collect post‑event feedback and translate insights into continuous improvement actions.

Analysis & Continuous Improvement

• Collect and analyze user feedback to surface actionable insights for product and service enhancements.
• Identify bottlenecks in support workflows and implement process optimizations.
• Lead the evolution of Customer Support across the DACH markets and support expansion into new regions.
• Develop and maintain dashboards that track key support metrics such as response time, resolution rate, and customer satisfaction.
• Partner with Product and Engineering to prioritize feature requests that directly impact support efficiency.

Essential Qualifications

• Proven, multi‑year experience in a high‑volume Customer Support environment.
• Hands‑on mentality with strong organizational skills and meticulous attention to detail.
• Exceptional written and verbal communication, coupled with deep empathy.
• Self‑sufficient, structured, and solution‑oriented, especially under pressure.
• Proficiency with digital tools, ticketing systems, and CRM platforms.
• Demonstrated success in a fast‑paced, agile setting—ideally a startup or high‑growth tech company.
• Native‑level German; strong English; additional languages (e.g., French) are a plus.
• Experience managing or mentoring a support team is highly desirable.
• Background in the well‑being, health, or care services sector is a strong advantage.
• Knowledge of data privacy regulations (GDPR, etc.) relevant to employee support services.
• Familiarity with analytics tools (Google Analytics, Mixpanel) for tracking support metrics.

Preferred Qualifications

• Experience in designing and implementing support processes for SaaS products.
• Track record of driving cross‑functional initiatives that improve customer experience.
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Proven ability to scale support operations while maintaining high service quality.

Skills & Competencies

• Customer‑centric mindset with a passion for improving user journeys.
• Strong problem‑solving abilities and a proactive approach to process improvement.
• Adaptability to evolving product features and market demands.
• Collaboration skills to work cross‑functionally with Product, Marketing, and HR teams.
• Data‑driven decision making—ability to translate metrics into actionable strategies.
• Excellent time‑management skills and the ability to juggle multiple priorities.
• High emotional intelligence and the capacity to handle sensitive employee concerns with discretion.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You’ll have the chance to:

• Lead the expansion of our support operations into new markets.
• Shape the future of our support platform, influencing product roadmaps.
• Mentor junior team members and build a high‑performing support culture.
• Access a generous learning budget to pursue certifications, courses, or conferences.
• Participate in cross‑departmental projects that drive company‑wide impact.
• Take on leadership roles in global support initiatives as the company scales.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous learning. Whether you’re based in our vibrant Munich office in the Werksviertel or working remotely from anywhere in Germany, you’ll experience:

• Flexible work hours and a fully remote‑friendly setup.
• Three team events per year to foster camaraderie and celebrate milestones.
• A supportive environment where ideas are welcomed and innovation is rewarded.
• Access to the brighthush App, giving you firsthand experience with our mental health and well‑being resources.
• Participation in initiatives that make work‑life balance a tangible reality for all employees.
• Regular knowledge‑sharing sessions with Product, Engineering, and Marketing teams.
• Opportunities to contribute to open‑source projects and community events.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package aligned with industry standards. In addition, you’ll enjoy:

• Full access to the brighthush App, including our extensive mental health library.
• Wellness benefits through our partnership with brighthush (formerly Wellpass).
• Remote work flexibility or the option to work from our Munich office.
• Annual performance bonuses tied to team and company success.
• Health and wellness stipends, including gym memberships and mindfulness sessions.
• Generous paid time off and a supportive parental leave policy.
• Continuous professional development budget.
• Employee referral program with attractive rewards.
• Annual company retreats and wellness workshops.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is reshaping employee care. Your work will directly influence how employees experience support, leading to healthier, happier, and more productive workplaces. You’ll collaborate with passionate professionals, drive tangible improvements, and grow alongside a company that values your expertise and your well‑being.

Ready to Make an Impact?

If you’re passionate about delivering exceptional support, thrive in a fast‑moving environment, and want to help shape the future of employee well‑being, we want to hear from you. Even if you don’t tick every box, we encourage you to apply—let’s explore how your unique strengths can contribute to brighthush’s success.

Apply now and join brighthush in creating a world where work and life harmoniously coexist.