Empathetic, Results‑Driven Customer Support Manager – Leading User & Partner Experience for brighthush’s Innovative Well‑Being Platform

About brighthush

brighthush is redefining the way companies care for their people. Our all‑in‑one corporate benefit platform empowers employees with comprehensive support in mental health, childcare, eldercare, pet care, and more. By offering expert counseling, a rich media library, tailored care solutions, and a seamless digital experience, we help organizations reduce absenteeism, boost employee well‑being, and position themselves as truly family‑friendly employers.

With a growing presence across the DACH region and beyond, brighthush is on a mission to make work‑life balance a reality for every employee. We’re 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.

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.

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.

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.

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.

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.

Preferred Qualifications

• Experience managing or mentoring a support team.
• Background in the well‑being, health, or care services sector.
• Knowledge of data privacy regulations (GDPR, etc.) relevant to employee support services.
• Familiarity with analytics tools (Google Analytics, Mixpanel) for tracking support metrics.

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.

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.

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.

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.

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.