Lead Customer Support & Sales Manager – Remote, USA (m/w/d)

About brighthush

brighthush is a forward‑thinking digital transformation partner that empowers public sector organisations and government agencies to harness the power of technology. Founded in 2016, brighthush has grown from a small, agile team into a trusted advisor for municipalities, educational institutions, and health services across Europe and North America. With a focus on user‑centric design, data‑driven insights, and cutting‑edge AI integration, brighthush delivers solutions that streamline operations, enhance citizen engagement, and drive measurable outcomes.

Our mission is simple: to make digital services intuitive, reliable, and accessible for everyone. We do this by combining deep industry knowledge with a passion for innovation, creating products that solve real problems for real people. At brighthush, we believe that great technology is only as good as the people who use it – that’s why we place a premium on exceptional customer support, proactive sales engagement, and continuous product improvement.

Why Join brighthush?

As a remote‑first organisation, brighthush offers the flexibility to work from anywhere in the United States while still being part of a tight‑knit, collaborative culture. You’ll be part of a team that values creativity, ownership, and a relentless drive for excellence. Our hybrid model blends the best of in‑office collaboration with the freedom of remote work, ensuring you stay connected, motivated, and productive.

Position Overview

We are looking for an experienced Lead Customer Support & Sales Manager to become the linchpin between our Helpdesk, Sales, and Product Development teams. In this role, you will lead a high‑performing support team, drive sales initiatives to public and governmental clients, and act as the voice of the customer for our product roadmap. Your strategic vision, technical acumen, and exceptional communication skills will shape the way brighthush delivers value to its clients.

Key Responsibilities

• Team Leadership & Development – Mentor, coach, and inspire the Helpdesk team to achieve excellence in response times, resolution rates, and customer satisfaction. Set clear performance goals, conduct regular reviews, and foster a culture of continuous learning.
• Knowledge Management – Build and maintain a living knowledge base that is actively used by both support staff and customers. Ensure documentation is up‑to‑date, searchable, and aligned with best practices.
• Metrics & Process Improvement – Define, track, and analyze key performance indicators (KPIs) such as SLAs, first‑contact resolution, CSAT, and NPS. Use data to identify bottlenecks, implement process improvements, and report progress to senior leadership.
• Sales & Business Development – Represent brighthush at industry events, conferences, and trade shows. Identify and pursue opportunities with governmental and public sector clients, delivering compelling product presentations and closing deals.
• Customer Advocacy – Act as the primary liaison between customers and the product team. Gather, prioritize, and communicate feedback to ensure the roadmap reflects real‑world needs.
• Cross‑Functional Collaboration – Serve as the bridge between Support, Sales, and Product. Facilitate knowledge transfer, align priorities, and ensure that insights from one area inform decisions in the others.
• Strategic Planning – Contribute to the overall strategy for customer success and sales growth. Develop go‑to‑market plans, pricing models, and service level agreements that resonate with public sector buyers.

Essential Qualifications

• Proven experience leading a support, helpdesk, or service team in a B2B environment.
• Strong public‑sector sales background, with a track record of securing contracts with government or public institutions.
• Excellent communication skills in German (C1/C2) and English (fluent). Ability to articulate complex solutions in a clear, persuasive manner.
• Technical fluency – you may not code, but you understand the architecture, APIs, and integration points of modern SaaS platforms.
• Data‑driven mindset – comfortable working with dashboards, analytics, and KPI reporting.
• Self‑starter with the ability to juggle multiple priorities, make decisions, and drive initiatives to completion.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and helpdesk tools (e.g., Zendesk, Freshdesk) is highly desirable.
• Knowledge of public‑sector procurement processes and compliance requirements is a strong plus.

Preferred Qualifications

• Background in digital transformation projects for municipalities or public institutions.
• Experience with AI‑driven support tools or chatbot implementation.
• Previous role in a startup or high‑growth tech company where you built processes from scratch.
• Multilingual capabilities beyond German and English.

Core Competencies

• Leadership & Coaching – Inspire teams, foster collaboration, and drive performance.
• Strategic Thinking – Translate business goals into actionable plans across support and sales.
• Customer‑Centricity – Deep empathy for user pain points and a relentless focus on satisfaction.
• Analytical Acumen – Turn data into insights that inform decisions and improve processes.
• Communication & Influence – Persuade stakeholders, negotiate contracts, and present complex ideas simply.
• Adaptability – Thrive in a fast‑moving environment, pivoting quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Mentorship from senior leaders in product, engineering, and sales.
• Access to industry conferences, workshops, and certification programs.
• Regular internal knowledge‑sharing sessions on emerging technologies, AI, and public‑sector trends.
• Clear career pathways – from Lead Manager to Director of Customer Success or Head of Sales.
• Opportunities to contribute to product strategy and influence the direction of our flagship solutions.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Even though we operate remotely, we maintain a strong sense of community through:

• Weekly virtual coffee chats and team stand‑ups.
• Quarterly in‑person retreats in scenic locations across the U.S. and Europe.
• Regular hackathons and innovation sprints where ideas can be prototyped and tested.
• Inclusive decision‑making processes that value every voice.
• A culture that celebrates wins, learns from failures, and continuously pushes the envelope.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote roles in the U.S.
• Performance‑based bonuses tied to team KPIs and company growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with generous employer match.
• Unlimited paid time off and flexible working hours.
• Access to a state‑of‑the‑art home office stipend and ergonomic equipment.
• Regular team events, including virtual game nights, coffee breaks, and wellness challenges.
• Opportunities to work with cutting‑edge AI tools and technologies.

How to Apply

If you are a proactive, customer‑focused leader with a passion for public‑sector technology and a knack for driving results across support and sales, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Let’s build the future of digital public services together.