Remote Customer Support Manager – Lead, Innovate, and Scale Customer Success Operations at brighthush

About brighthush and the Future of Mobility Safety

At brighthush, we’re redefining how businesses protect their most valuable asset: people on the road. Our cloud‑based mobility risk management platform delivers real‑time driver monitoring, predictive analytics, and actionable insights that help fleets, insurers, and enterprises reduce incidents, lower costs, and improve safety outcomes. Since our founding in 1998, we’ve grown to a vibrant team of 201‑500 professionals who are passionate about leveraging technology to make transportation safer and smarter.

We’re looking for a visionary Remote Customer Support Manager to join our Customer Success family. In this role, you’ll shape the future of how we engage with customers, drive adoption, and uncover new growth opportunities—all while building a high‑performing support team that thrives in a fast‑moving, data‑driven environment.

Why brighthush?

• Impact at Scale – Your decisions will influence thousands of users worldwide, directly affecting safety outcomes and revenue growth.
• Remote‑First Culture – Work from anywhere in the United States with flexible hours, a fully remote setup, and a supportive, inclusive team.
• Innovation Hub – Collaborate with product, engineering, and data science to pioneer AI‑powered support tools and automation.
• Career Growth – We invest in continuous learning, mentorship, and clear career ladders for leaders and associates alike.
• Competitive Perks – Generous PTO, 401(k) match, health & wellness benefits, tuition reimbursement, and more.

Key Responsibilities

As the Remote Customer Support Manager, you will own the end‑to‑end support experience, ensuring that every customer interaction reflects brighthush’s commitment to excellence.

• Team Leadership & Development – Lead a dynamic team of 15, including 12 Customer Support Representatives and three vertical leads. Recruit, onboard, coach, and create individualized growth plans that align with company goals.
• Operational Excellence – Own and continuously improve the support operating model. Define, track, and report on KPIs such as response time, resolution time, SLA attainment, QA scores, CSAT, and proactive engagement metrics.
• Process & Technology Optimization – Identify and eliminate roadblocks across people, process, and technology. Champion the adoption of AI‑enabled tools, automation, and workflow enhancements that drive efficiency and elevate the customer experience.
• Data‑Driven Insights – Leverage Salesforce Service Cloud to uncover trends, root causes, and expansion opportunities. Deliver actionable insights to Customer Success leadership and cross‑functional partners.
• Escalation & Incident Management – Own the escalation process in partnership with Product and Operations. Lead communication during platform or third‑party data provider outages, ensuring transparency and swift resolution.
• Proactive Customer Engagement – Redeploy capacity freed by automation toward health‑score‑driven outreach, adoption programs, and expansion conversations. Build a culture where CSRs actively identify upsell and cross‑sell opportunities.
• Knowledge Base & Documentation – Partner with IT and Product to optimize the knowledge base, streamline case object automation, and maintain SOPs that align with SLA and QA outcomes.
• Cross‑Functional Collaboration – Serve as the bridge between Customer Success, Product, IT, and Operations. Advocate for the team and customers with senior leaders, ensuring alignment on priorities and resource allocation.

Essential Qualifications

• 5+ years of experience in customer support, with at least 3 years in a managerial capacity.
• Proven B2B SaaS support background, managing queues, SLAs, QA, and KPI dashboards.
• Hands‑on expertise with Salesforce Service Cloud—building reports, dashboards, and automations independently.
• Strong workflow mapping and process improvement skills; ability to prototype and implement solutions.
• Experience with AI and support automation tools (e.g., chatbots, predictive routing, automated ticketing).
• Data‑driven mindset: turning case, KPI, and health‑score data into root‑cause analysis, priorities, and recommendations.
• Exceptional coaching and talent‑development skills—building high‑performing teams while holding them to rigorous standards.
• Demonstrated ability to lead through change, driving process improvements that directly enhance the customer experience.
• Excellent communication under pressure—keeping stakeholders informed during escalations and outages.
• Background in fleet, telematics, insurance, or motor‑vehicle‑record data is a plus.

Preferred Qualifications & Competencies

• Experience managing remote teams across multiple time zones.
• Familiarity with AI‑powered customer support platforms and emerging technologies.
• Strong analytical skills with proficiency in SQL, Excel, or data visualization tools.
• Strategic thinking—able to translate customer insights into product roadmap contributions.
• Leadership style that fosters accountability, ownership, and a culture of continuous improvement.
• Passion for safety and mobility—understanding the broader impact of our solutions on people and communities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Customer Support Manager, you’ll:

• Progress to senior leadership roles within Customer Success or Product Management.
• Participate in cross‑functional projects that shape the future of mobility safety.
• Access a robust learning ecosystem—online courses, certifications, and internal knowledge sharing.
• Receive mentorship from seasoned executives who champion your professional development.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Fully remote work with flexible hours that respect work‑life balance.
• Regular virtual team huddles, town halls, and informal coffee chats to foster connection.
• A culture that celebrates wins—both big and small—through recognition programs and team events.
• Inclusive hiring practices that value diverse perspectives and experiences.
• Access to cutting‑edge tools and technology that empower you to do your best work.

Compensation & Benefits

While the exact salary range will be determined based on experience and qualifications, we offer a competitive package that includes:

• Base salary commensurate with market rates for remote Customer Support Managers.
• Performance‑based bonuses tied to team KPIs and company objectives.
• 401(k) plan with employer match.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off (PTO) and paid volunteer days.
• Up to 12 weeks paid maternity leave based on tenure.
• Wellness stipend and tuition reimbursement program.
• Flexible work arrangements and a fully remote setup.
• Brighthush swag, virtual events, and occasional in‑person retreats.

How to Apply

If you’re ready to lead a high‑impact customer support team, drive operational excellence, and shape the future of mobility safety, we’d love to hear from you. Submit your application through our careers portal and join brighthush in making the roads safer for everyone.

We look forward to exploring how your expertise and passion can help us continue to innovate and deliver exceptional value to our customers.