Remote Customer Service Manager – Global After‑Sales Support & Technical Operations Lead

About brighthush

brighthush is a forward‑thinking technology company that is redefining the way consumers and businesses experience high‑performance electronics. With a global footprint that spans North and South America, Europe, and Asia, we deliver cutting‑edge products that blend sleek design with uncompromising reliability. Our mission is to empower every user with seamless, intuitive technology that enhances everyday life. At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships, and we are committed to providing world‑class support that reflects the quality of our products.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of customer experience for a global brand. We offer a dynamic, inclusive work environment where innovation thrives, and every team member is encouraged to bring fresh ideas to the table. Our remote‑first culture means you can work from anywhere in the United States while collaborating with talented colleagues across continents. We invest heavily in professional development, provide competitive compensation, and celebrate every milestone with a culture of recognition and reward.

Role Overview

As the Remote Customer Service Manager, you will lead brighthush’s after‑sales technical support and service operations across North and South America. You will be the strategic driver behind customer satisfaction, ensuring that every interaction—from initial inquiry to final resolution—exemplifies the brighthush standard of excellence. Your leadership will influence repair workflows, third‑party provider relationships, service quality metrics, and data‑driven reporting.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive after‑sales support strategy that aligns with brighthush’s global service objectives. Set clear KPIs, monitor performance, and continuously refine processes to reduce resolution time and increase customer delight.
• Customer Engagement: Serve as the primary point of escalation for complex technical issues across B2B and B2C segments. Provide expert guidance via phone, email, and chat, ensuring that every customer feels heard and supported.
• Repair & Maintenance Management: Develop rapid repair protocols that shorten the maintenance cycle. Allocate tickets efficiently based on regional fault data, coordinate with service providers, and track logistics to guarantee timely completion.
• Third‑Party Oversight: Evaluate, onboard, and manage third‑party maintenance partners throughout the Americas. Establish rigorous quality control, training, and performance review frameworks to maintain brand consistency.
• Data & Reporting: Collect, analyze, and report on fault data, service metrics, and customer feedback. Deliver actionable insights to senior leadership, highlighting trends, risks, and opportunities for improvement.
• Inventory & Materials Management: Oversee the inventory lifecycle of repair parts sourced from external providers. Ensure accurate reconciliation between recorded stock and physical inventory to prevent shortages or overstocking.
• Process Improvement: Identify bottlenecks in the after‑sales workflow and implement process enhancements that drive efficiency and cost savings.
• Team Development: Mentor and coach a distributed team of support specialists and field technicians. Foster a culture of continuous learning, accountability, and high performance.
• Compliance & Risk Management: Stay abreast of U.S. consumer protection laws, product liability regulations, data privacy statutes, and labor standards. Ensure all service operations comply with local and international legal requirements.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Supply Chain teams to relay customer insights, influence product improvements, and streamline warranty processes.
• Ad Hoc Projects: Lead special initiatives such as seasonal support campaigns, new product launches, or market expansion efforts as directed by senior leadership.

Essential Qualifications

• Minimum 5 years of progressive experience in after‑sales support, preferably within the consumer electronics or technology sector.
• Proven track record managing remote support teams and third‑party service providers.
• Deep understanding of U.S. consumer rights, product liability, warranty law, and data privacy regulations.
• Strong analytical mindset with the ability to interpret complex fault data and translate findings into actionable strategies.
• Excellent communication skills in English; bilingual proficiency in Chinese is a distinct advantage for engaging with international stakeholders.
• Proficiency in Microsoft Office Suite, CRM platforms (e.g., Salesforce, Zendesk), and data visualization tools.
• Demonstrated ability to lead cross‑functional projects and influence stakeholders at all levels.
• High emotional intelligence, integrity, and a customer‑first mindset.

Preferred Qualifications

• Experience in managing B2B and B2C after‑sales operations simultaneously.
• Technical background in electronics repair, circuit analysis, or related fields.
• Knowledge of logistics and supply chain operations for spare parts distribution.
• Previous exposure to remote‑first work environments and distributed team management.
• Fluency in additional languages (Spanish, Portuguese, or Mandarin) to support diverse customer bases.

Skills & Competencies

• Leadership & Influence: Ability to inspire teams, drive results, and build consensus across functional boundaries.
• Customer‑Centricity: Passion for delivering exceptional service and turning challenging situations into positive experiences.
• Problem‑Solving: Strong diagnostic skills, root‑cause analysis, and creative solution development.
• Project Management: Expertise in planning, executing, and monitoring projects with tight deadlines.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and reporting tools.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Collaboration: Works effectively with cross‑functional teams and external partners.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our products. As Remote Customer Service Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Service Operations.
• Participate in executive‑level strategy sessions, influencing the direction of global support initiatives.
• Access a robust learning platform that offers courses in leadership, data analytics, and technical troubleshooting.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Benefit from mentorship programs that pair you with seasoned leaders across the organization.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from wherever you’re most productive, while still feeling connected to a vibrant, collaborative community. We celebrate diversity, encourage innovation, and reward results. You’ll find:

• Weekly virtual town halls and team‑building events.
• Transparent communication channels and open‑door leadership.
• A culture that values work‑life balance, mental health, and personal growth.
• Inclusive policies that support employees of all backgrounds and identities.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior customer service leaders.
• Performance‑based bonuses tied to service metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Flexible work schedule and remote‑work stipend.
• Employee wellness programs and mental health resources.

How to Apply

Ready to elevate your career and make a tangible impact on millions of customers worldwide? Submit your resume and a cover letter detailing your relevant experience and why you’re the perfect fit for brighthush. We’re excited to learn how you can help us continue to deliver unparalleled after‑sales support across the Americas.

Apply now and join a team that’s committed to innovation, excellence, and customer delight.