Remote Director of Customer Support & Technical Escalations – Leading Tier 2/3 Service Delivery for a Global SaaS Platform

About brighthush

brighthush is a trailblazing SaaS company that empowers small businesses and nonprofits worldwide with cutting‑edge digital marketing solutions. Since our founding in 1996, we have grown into a vibrant community of over 5,000 employees, delivering intuitive, data‑driven tools that help our customers reach their audiences, grow their brands, and achieve measurable results. Our mission is simple: make marketing accessible, effective, and enjoyable for every organization, no matter its size or industry.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of customer success. We’re looking for a visionary leader who can elevate our Tier 2 and Tier 3 support teams to new heights, ensuring that every technical issue is resolved quickly, accurately, and with a smile. If you thrive in a fast‑paced, data‑centric environment and want to shape the future of support for a global SaaS platform, this is the role for you.

Key Responsibilities

• Advanced Technical Support Leadership: Oversee the delivery of Tier 2 and Tier 3 support, ensuring that teams possess the technical depth and problem‑solving methodologies required to resolve complex inquiries efficiently.
• Engineering & Product Collaboration: Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize support data and high‑tier escalation trends to influence product cycles, drive bug remediation, and improve system health.
• Operational Performance Management: Manage overall team performance against strict benchmarks, monitoring key metrics such as CSAT/NSAT, first contact resolution (FCR), handling times, and resolution rates.
• Escalation Governance: Serve as the definitive escalation point for sensitive, complex, and highly time‑critical customer technical issues, safeguarding customer retention and driving quick wins.
• Resource & Staffing Collaboration: Partner closely with Workforce Management (WFM) and Finance to review advanced‑tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs).
• Leadership & Talent Development: Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities.
• Strategic Alignment: Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross‑functional alignment. Work cross‑functionally with Customer Success, Sales, IT, and HR on corporate initiatives.

Essential Qualifications

• Minimum of 5 years of senior leadership experience in a high‑volume, multi‑channel customer or technical support center.
• Proven track record of operating successfully within a SaaS environment, with a deep understanding of Small and Medium‑Sized Businesses (SMBs) and their unique operating verticals.
• Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes.
• Proven ability to manage people leaders and high‑performing technical support resources across multi‑site onshore, nearshore, and offshore environments.
• Excellent written, verbal, and analytical skills, with a demonstrated ability to independently problem‑solve, take initiative, and maintain focus on continuous quality improvements.
• Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost‑effectiveness with high‑quality service outcomes.

Preferred Qualifications

• Experience in a global support organization with a distributed workforce.
• Background in data analytics or experience using support analytics platforms (e.g., Zendesk, Freshdesk, ServiceNow).
• Knowledge of customer success metrics and the ability to translate them into actionable improvement plans.
• Prior experience in a remote‑first or hybrid work environment.
• Strong understanding of compliance and regulatory requirements in the SaaS industry.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Process Optimization
• Data‑Driven Decision Making
• Cross‑Functional Collaboration
• Talent Development & Coaching
• Change Management & Continuous Improvement
• Exceptional Communication & Influencing Skills

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional growth of our people. As Director of Customer Support, you will:

• Lead high‑impact projects that shape the future of our support organization.
• Participate in executive‑level strategy sessions, giving you visibility across the entire company.
• Access to a robust learning platform that includes certifications in SaaS operations, data analytics, and leadership development.
• Mentorship from senior leaders and a clear pathway to senior management roles.
• Stretch assignments that allow you to cross‑train in Product, Engineering, and Customer Success.

Work Environment & Culture at brighthush

We are a remote‑first company that values flexibility, collaboration, and innovation. Our culture is built on:

• Transparent communication through weekly all‑hands meetings and open‑door leadership.
• Inclusive decision‑making that empowers every team member to contribute ideas.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Access to state‑of‑the‑art collaboration tools that keep our distributed teams connected.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior SaaS support leadership.
• Performance‑based bonuses tied to team metrics and company goals.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your family.
• Retirement savings plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and reimbursement for certifications.
• Flexible work arrangements, including remote work and optional office hubs for collaboration.

How to Apply

If you are ready to lead a world‑class support organization, drive product improvements through data, and help millions of customers succeed, we want to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of digital marketing support.

Join brighthush – Where Innovation Meets Customer Success

At brighthush, we’re not just building software; we’re building relationships. As Director of Customer Support, you’ll play a pivotal role in ensuring that every customer interaction reflects our commitment to excellence. If you’re passionate about leading high‑performing teams, leveraging data to drive decisions, and creating a culture of continuous improvement, this is the opportunity to make a lasting impact.