Experienced EMEA Customer Support Team Lead – B2B SaaS, Ticketing & Data Analytics – Remote (Netherlands/Sweden)

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses across the EMEA region with cutting‑edge SaaS solutions. Our portfolio spans cloud‑native platforms, data‑driven analytics, and intelligent automation, all designed to help enterprises streamline operations, enhance customer experiences, and unlock new growth opportunities. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is the place where talented professionals can shape the future of digital transformation.

Why Join brighthush?

At brighthush, we believe that great customer support is the cornerstone of any successful SaaS business. Our support teams are not just reactive; they are proactive partners who help clients navigate complex challenges, adopt new features, and achieve measurable outcomes. As a Customer Support Team Lead, you will be at the heart of this mission, guiding a high‑performing team, driving operational excellence, and influencing product strategy through real‑world feedback.

Key Responsibilities

• Team Leadership & Development – Build, mentor, and inspire a diverse group of support agents across multiple time zones. Conduct regular coaching sessions, performance reviews, and skill‑gap analyses to foster continuous improvement.
• Operational Excellence – Design and refine support workflows, escalation paths, and knowledge‑base processes. Leverage data to identify bottlenecks, set KPIs, and implement best practices that reduce ticket resolution time.
• Escalation Management – Act as the final point of contact for high‑impact incidents. Coordinate cross‑functional teams (Engineering, Product, Sales) to ensure swift resolution and transparent communication with stakeholders.
• Customer Advocacy – Translate customer pain points into actionable insights for product and engineering teams. Champion a customer‑centric mindset across the organization.
• Data‑Driven Decision Making – Use SQL and other analytics tools to extract, analyze, and report on support metrics. Present findings to senior leadership and recommend data‑backed improvements.
• Process & Tool Management – Oversee the configuration and optimization of ticketing platforms (e.g., Zendesk), collaboration tools (Microsoft 365), and project tracking systems (Azure DevOps). Ensure seamless integration and user adoption.
• Compliance & Quality Assurance – Maintain adherence to industry standards, data privacy regulations, and internal quality guidelines. Conduct regular audits and implement corrective actions.
• Strategic Planning – Contribute to the development of the support roadmap, resource planning, and budget allocation. Align team goals with the broader objectives of brighthush.

Essential Qualifications

• Minimum 3–5 years of experience in a customer support or technical support role, with at least 1–2 years in a supervisory or team‑lead capacity.
• Proven track record of managing B2B SaaS support teams, ideally within the IT or digital transformation space.
• Strong command of English (both written and spoken). Additional language proficiency in Dutch or Swedish is a plus.
• Hands‑on experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Solid working knowledge of SQL for data extraction, reporting, and basic troubleshooting.
• Familiarity with Microsoft 365 suite, Windows operating systems, and Azure DevOps or equivalent project management tools.
• Excellent communication, conflict‑resolution, and stakeholder‑management skills.
• Ability to thrive in a fully remote environment, maintaining high levels of engagement and collaboration across distributed teams.

Preferred Qualifications

• Experience with cloud‑native SaaS products and a deep understanding of the B2B sales cycle.
• Background in data analytics, with the ability to build dashboards and interpret complex datasets.
• Certifications in customer support management (e.g., CSMA, ITIL) or project management (e.g., PMP, Scrum Master).
• Prior exposure to the life‑science or agri‑tech sectors, especially in roles that support enterprise solutions for production or supply‑chain optimization.
• Demonstrated success in scaling support operations, including hiring, onboarding, and process automation.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop talent.
• Analytical Thinking – Strong problem‑solving skills backed by data‑driven insights.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Acumen – Comfortable navigating complex software ecosystems and troubleshooting technical issues.
• Process Orientation – Skilled at designing, documenting, and optimizing workflows.
• Communication & Influence – Clear, concise, and persuasive in both written and verbal interactions.
• Adaptability & Resilience – Thrives in fast‑paced, evolving environments.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Team Lead, you will:

• Participate in leadership training programs that cover strategic planning, people management, and cross‑functional collaboration.
• Gain exposure to product development cycles, enabling you to transition into product management or technical program management roles.
• Access a curated library of courses on data analytics, cloud technologies, and industry best practices.
• Engage in mentorship programs with senior executives, fostering a culture of knowledge sharing and career acceleration.
• Contribute to global initiatives that shape the future of customer support, including AI‑driven ticket routing and self‑service portals.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. Our remote teams operate across the Netherlands, Sweden, and other EMEA hubs, supported by:

• Weekly virtual town halls and cross‑team knowledge‑sharing sessions.
• Annual “Innovation Days” where employees pitch new ideas and prototype solutions.
• A transparent performance framework that rewards impact, creativity, and teamwork.
• Inclusive hiring practices that celebrate diversity in all its forms.
• Regular wellness initiatives, including virtual fitness classes, mental‑health resources, and flexible work hours.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for mid‑level leadership roles.
• Performance‑based bonuses tied to team KPIs and company objectives.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and dental insurance plans for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for relevant certifications.
• Access to a virtual coworking space, ergonomic equipment allowance, and a monthly stipend for home‑office upgrades.
• Participation in a global employee referral program with attractive rewards.

How to Apply

If you are a proactive, data‑driven leader who thrives in a dynamic SaaS environment and is ready to shape the future of customer support across EMEA, we want to hear from you. Submit your resume and a brief cover letter outlining your leadership philosophy and key achievements to the link below.

Apply to brighthush Today

Join brighthush – Where Innovation Meets Customer Success

At brighthush, we don’t just provide software; we create ecosystems that empower businesses to thrive. As our next EMEA Customer Support Team Lead, you will play a pivotal role in delivering world‑class service, driving operational excellence, and shaping the next generation of support solutions. If you are passionate about people, data, and technology, and you want to make a tangible impact in a fast‑growing, remote‑first organization, apply now and become part of our journey.