Remote Customer Support Manager – Champion Team Excellence, Process Innovation, and AI‑Driven Service at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑centric organization that empowers people to move smarter, faster, and safer. With a global footprint and a passion for sustainable mobility, we partner with public transit agencies, private operators, and technology innovators to deliver seamless, real‑time travel experiences. Our mission is simple: make every journey brighter. Whether you’re a seasoned professional or a rising star, you’ll find a culture that values curiosity, collaboration, and continuous improvement.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the heart of a great product. As a Remote Customer Support Manager, you’ll have the opportunity to shape the future of our support organization, influence product development, and lead a high‑performing team that serves millions of riders across the United States. We offer:

• Competitive salary and performance‑based bonuses
• Comprehensive health, dental, vision, and life insurance packages
• Generous paid time off, flexible work arrangements, and a robust employee assistance program
• Retirement savings plan with company match and employee stock purchase options
• Access to award‑winning training, mentorship, and leadership development programs
• Well‑being resources, including wellness stipends, mental health support, and on‑site fitness partners
• Recognition programs that celebrate innovation, teamwork, and customer impact
• Opportunities to travel to regional hubs for collaboration, training, and community engagement

Key Responsibilities

As the Remote Customer Support Manager, you will be the linchpin that connects strategy, execution, and culture. Your day‑to‑day activities will include:

• Team Leadership & Development – Coach and mentor each team member through regular one‑on‑ones, performance feedback, and clear development goals. Use QA findings and performance data to identify training gaps and tailor coaching sessions.
• Operational Excellence – Prepare and lead team meetings, training sessions, performance reviews, and operational updates. Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards.
• Quality Assurance & Calibration – Maintain the QA scorecard and standards, hold calibration sessions to ensure consistent scoring, and review automated responses (AI agent and chat automation) to flag errors and gaps for correction.
• Data‑Driven Insights – Track trends in QA scores, customer feedback, and performance metrics. Report findings to leadership and use insights to drive coaching, training updates, and knowledge base corrections.
• Process & Tool Improvement – Collaborate with the Program Director to identify ways to improve support tools, workflows, and automated responses. Provide input during system changes, rollouts, and post‑implementation training.
• Knowledge Management – Own the content of the knowledge base, SOPs, job aids, FAQs, and training materials. Keep them accurate, current, and aligned with evolving policies and customer expectations.
• Data & Reporting – Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a deep understanding of Connecticut transportation programs, services, routes, schedules, and mobility resources.
• Stakeholder Collaboration – Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information. Own escalated and complex customer issues, ensuring timely resolution and clear communication.
• Customer Advocacy – Support representatives with day‑to‑day challenges. Provide accurate, courteous support across phone, email, web platforms, and other channels, stepping in as a representative when needed.
• Scheduling & Resource Management – Build and maintain team schedules, ensuring adequate staffing to cover service. Manage workload, monitor attendance, time‑off requests, and schedule changes to protect service levels.
• Record Keeping & Compliance – Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity to support audits and continuous improvement.

Essential Qualifications

• BA/BS degree or equivalent experience.
• Minimum of 6 years of customer service experience, with at least 2 years in a supervisory or management role leading a customer support team.
• Proven track record of improving support tools, workflows, or knowledge content.
• Experience designing and delivering onboarding programs, coaching, and development plans.
• Strong QA background: running reviews, interpreting results, and translating findings into actionable improvements.
• Hands‑on experience with customer support platforms such as Zendesk or similar ticketing and case management systems.
• Proficiency in Microsoft Office or Google Workspace.
• Demonstrated ability to apply management methods and techniques to drive performance.
• Familiarity with AI agents or chat automation in a customer service setting.
• Awareness of current customer service technology, trends, and applications.
• Valid U.S. driver’s license.
• U.S. employment authorization (sponsorship not available).

Preferred Qualifications

• Experience in the transportation or mobility industry, especially with public transit programs.
• Knowledge of Connecticut transportation policies, routes, and schedules.
• Experience managing remote or hybrid teams across multiple time zones.
• Advanced data analysis skills using SQL, Tableau, or similar tools.
• Certifications in customer experience, Six Sigma, or related fields.

Skills & Competencies

• Leadership & Coaching – Inspire, motivate, and develop high‑performing teams.
• Analytical Thinking – Translate data into insights and actionable plans.
• Communication – Articulate complex ideas clearly to diverse audiences.
• Problem‑Solving – Identify root causes and implement effective solutions.
• Adaptability – Thrive in a fast‑changing, technology‑driven environment.
• Customer‑Centric Mindset – Put the customer at the center of every decision.
• Collaboration – Work cross‑functionally with product, engineering, and operations.
• Project Management – Plan, execute, and deliver projects on time and within scope.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Remote Customer Support Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Support.
• Participate in executive‑level strategy sessions, influencing product roadmap and service delivery.
• Access a structured learning path that includes leadership coaching, technical certifications, and industry conferences.
• Engage in cross‑functional projects that broaden your skill set and expand your professional network.
• Receive mentorship from seasoned leaders who have navigated similar career paths.

Work Environment & Culture at brighthush

Our culture is built on four pillars:

• Innovation – We encourage experimentation, embrace new technologies, and reward creative solutions.
• Collaboration – Teams across functions and geographies work together to solve complex problems.
• Integrity – We act with honesty, transparency, and accountability in everything we do.
• Well‑Being – We support mental, physical, and financial health through flexible schedules, wellness programs, and a supportive community.

Even though this role is primarily remote, we value face‑to‑face interactions. You will have the opportunity to attend in‑person training sessions, quarterly town halls, and occasional team retreats. Our remote infrastructure is robust, ensuring seamless collaboration across time zones.

Compensation & Benefits

While the exact salary will depend on experience and qualifications, we offer a competitive base pay range that aligns with industry standards for remote Customer Support Managers. In addition to the base salary, you will be eligible for:

• Performance‑based bonuses tied to team metrics and customer satisfaction.
• Health, dental, vision, and life insurance plans with generous coverage.
• Retirement savings plan with a company match and employee stock purchase options.
• Paid time off, sick leave, and flexible work arrangements.
• Well‑being stipend, mental health resources, and an employee assistance program.
• Professional development budget for courses, certifications, and conferences.
• Recognition awards for outstanding performance and innovation.

How to Apply

If you are ready to lead a dynamic, customer‑centric team and drive continuous improvement in a fast‑paced, technology‑driven environment, we want to hear from you. Submit your resume and a cover letter that highlights your leadership experience, data‑driven decision making, and passion for customer service excellence. Join brighthush and help us create brighter journeys for millions of riders.

Apply Today!

Ready to take the next step in your career? Click the link below to submit your application and start your journey with brighthush.