Remote Customer Support Manager – Team Leadership, Quality Assurance, and Continuous Improvement in a Dynamic Service Environment

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that delivers innovative solutions across the transportation and mobility sector. With a global footprint and a commitment to excellence, we empower our teams to create seamless, reliable experiences for millions of riders and travelers. Our culture is built on collaboration, data‑driven decision making, and a relentless focus on continuous improvement. If you thrive in a fast‑paced, remote-first environment and want to shape the future of customer support, brighthush is the place for you.

Why Join brighthush?

At brighthush, we believe that great people create great products. As a Remote Customer Support Manager, you will lead a high‑performing team, drive service quality, and shape the customer experience across multiple channels. You’ll work with cutting‑edge tools, AI‑powered chat automation, and a robust knowledge base—all while enjoying the flexibility of a fully remote role. In addition, you’ll have access to:

• Competitive base salary and performance‑based bonuses
• Comprehensive health, dental, vision, life, and disability coverage
• Generous paid time off, flexible work arrangements, and a 401(k) plan with company match
• Unlimited learning budget for courses, certifications, and conferences
• Employee wellness programs, mental health resources, and an employee assistance program
• Recognition programs, awards, and career‑growth pathways

Key Responsibilities

As the Remote Customer Support Manager, you will be the linchpin of our support operations, ensuring that every customer interaction reflects brighthush’s commitment to excellence. Your day‑to‑day responsibilities 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 needs and tailor coaching accordingly.
• 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, and hold calibration sessions so reviewers score consistently. Review automated responses, including AI agents and chat automation, and flag errors and gaps for correction.
• Data‑Driven Insights – Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership. Use QA insights to fix problems—whether that means coaching, updating training, or correcting the knowledge base.
• Process & Tool Improvement – Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses. Provide input and help test during system changes and rollouts, and train staff on new features.
• Content Ownership – Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials. Keep them accurate, current, and aligned with customer needs.
• Systems & Data Management – Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a strong understanding of 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. Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly.
• Support & Escalation Management – Provide accurate, courteous support by phone, email, web platforms, and other channels. Step in as a representative when needed and support team members with day‑to‑day challenges.
• Scheduling & Resource Planning – Build and maintain team schedules with enough staffing to cover service. Manage workload, monitor attendance, time‑off requests, and schedule changes to protect service levels.
• Record Keeping & Reporting – Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity.

Essential Qualifications

• BA/BS degree or equivalent experience.
• Minimum of 6 years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team.
• Proven experience improving support tools, workflows, or knowledge content.
• Demonstrated expertise in training, coaching, and developing staff, including running onboarding programs.
• Strong background in QA reviews and using results to improve coaching and processes.
• Hands‑on experience with customer support platforms such as Zendesk or similar ticketing and case management systems.
• Proficiency in Microsoft Office or Google Workspace.
• Valid U.S. driver’s license (required for occasional on‑site visits).
• Familiarity with AI agents or chat automation in a customer service setting.
• Awareness of current customer service technology, trends, and applications.

Preferred Qualifications

• Experience in the transportation or mobility industry, with knowledge of routes, schedules, and service alerts.
• Background in data analysis and reporting, with the ability to translate metrics into actionable insights.
• Experience managing remote teams and implementing flexible work policies.
• Knowledge of compliance and regulatory requirements related to transportation services.
• Certification in customer experience or quality management (e.g., CSM, CQI).

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong analytical mindset with a data‑driven approach to problem solving.
• Leadership presence and the ability to inspire and motivate a distributed team.
• Adaptability and resilience in a fast‑changing environment.
• Strategic thinking and the ability to translate vision into operational plans.
• High emotional intelligence and a customer‑first mindset.
• Proficiency in project management tools (e.g., Asana, Trello, Jira).

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Remote Customer Support Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Support Operations.
• Lead cross‑functional initiatives that span product, engineering, and marketing.
• Participate in executive‑level strategy sessions and contribute to company‑wide decision making.
• Access a robust learning ecosystem: online courses, mentorship programs, and industry conferences.
• Earn certifications in customer experience, quality management, and AI‑powered support.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Even though you’ll be working remotely, you’ll feel part of a close‑knit community through:

• Weekly virtual town halls and team‑building events.
• Open‑door policy with senior leaders who are always available for feedback.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Regular hackathons and innovation challenges that let you experiment with new ideas.
• Flexible work hours that respect your personal life while meeting service commitments.

Compensation & Benefits (General Overview)

While specific numbers vary by role and experience, brighthush offers:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, vision, life, and disability insurance.
• Paid time off, sick leave, and a generous holiday schedule.
• 401(k) plan with company match and a company‑sponsored retirement savings plan.
• Unlimited learning budget for professional development.
• Employee wellness programs, mental health resources, and an employee assistance program.
• Recognition awards and employee appreciation events.
• Flexible work arrangements and occasional in‑person training sessions.

How to Apply

If you’re ready to lead a high‑impact customer support team, drive quality, and shape the future of transportation customer experience, we’d love to hear from you. Submit your application through the link below and join the brighthush family.