Remote Director of Customer Support – US Operations, AI‑Enabled Service Innovation & Team Leadership at brighthush

About brighthush

brighthush is a global leader in digital health solutions, delivering cutting‑edge software, imaging, and practice‑management tools that empower dental and oral health professionals worldwide. With a heritage that spans over a century of innovation, brighthush blends deep industry expertise with a relentless focus on customer success. Our mission is to transform the way oral health care is delivered, making it more efficient, accessible, and patient‑centric through technology.

As a forward‑thinking organization, brighthush is committed to fostering a culture of continuous learning, diversity, and inclusion. We invest heavily in our people, offering robust career development programs, mentorship opportunities, and a collaborative work environment that encourages creativity and ownership.

Why Join brighthush?

• Work remotely from anywhere in the United States, enjoying full flexibility while collaborating with a global team.
• Lead a high‑impact function that directly shapes the customer experience for thousands of dental professionals.
• Drive AI‑powered service initiatives that set new industry standards.
• Benefit from competitive compensation, comprehensive health benefits, and a generous paid‑time‑off policy.
• Access to continuous learning resources, including workshops, conferences, and an internal knowledge‑sharing platform.
• Be part of a company that values innovation, accountability, and a customer‑first mindset.

Position Overview

The Remote Director of Customer Support – US is a strategic leadership role responsible for overseeing all aspects of customer support operations for brighthush’s flagship platform across the United States. This role will build, mentor, and scale a world‑class support team, ensuring that every interaction reflects brighthush’s commitment to excellence and innovation. The Director will partner closely with product, engineering, sales, and executive leadership to align service initiatives with business objectives and to champion AI‑driven enhancements that elevate the customer journey.

Key Responsibilities

• Strategic Leadership & Team Development: Build and lead a senior operational management team, setting clear, measurable goals that drive performance and consistency across all support roles. Mentor managers and agents, fostering a culture of accountability, continuous improvement, and high morale.
• Operational Excellence: Design, implement, and refine US service operations policies, practices, and security standards. Ensure that processes are scalable, compliant, and aligned with global best practices.
• Performance Management: Own the US service KPIs—response time, resolution rate, customer satisfaction, and net promoter score. Establish a data‑driven improvement culture, using analytics to identify trends, root causes, and opportunities for efficiency.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating user feedback into actionable initiatives that enhance product usability and support quality.
• Innovation & AI Enablement: Lead the adoption of AI tools—chatbots, predictive analytics, and automated ticket routing—to create a white‑glove experience. Champion new technologies that raise service standards across all touchpoints.
• Budget & Resource Management: Own the US Remote Support budget, reviewing cost‑control reports, staffing forecasts, and capital investments. Drive revenue‑generating initiatives through upsell and cross‑sell opportunities within support interactions.
• Data‑Driven Decision Making: Leverage data and root‑cause analysis to continuously refine processes, reduce defect rates, and improve first‑contact resolution.
• Cross‑Functional Collaboration: Partner with product, engineering, sales, and marketing to identify and implement product and service improvements that directly impact customer satisfaction.
• Executive Partnership: Apply for this job