Remote Senior Manager, Customer Support & Success – Lead Escalations, Collections, and Customer Experience Innovation at brighthush

Introduction

At brighthush, we’re redefining the way small businesses manage their finances. Our modern banking platform blends cutting‑edge technology with a human‑centric approach, empowering entrepreneurs, freelancers, and SMB owners to focus on growth while we handle the complexities of banking, lending, and cash flow. Since our founding in 2016, we’ve grown to a vibrant team of 201‑500 professionals across the United States, and we’re now looking for a visionary leader to elevate our Customer Support & Success organization to new heights.

As a Remote Senior Manager, you’ll be the linchpin between our frontline teams, product, engineering, and marketing. You’ll own the entire customer journey from the first point of contact to long‑term retention, ensuring that every interaction reflects brighthush’s commitment to transparency, empathy, and financial empowerment.

Key Responsibilities

• Lead Escalation & Collections Excellence: Manage a high‑performance squad of escalation specialists and collections agents who tackle the most complex, high‑stakes issues. Set clear SLAs, runbooks, and closed‑loop resolution processes that drive measurable outcomes.
• Data‑Driven Performance Management: Partner with cross‑functional teams to analyze collection metrics, identify trends, and implement data‑backed strategies that improve recovery rates and customer satisfaction.
• Continuous Process Improvement: Surface recurring issue trends and translate them into actionable feedback for Enablement, Product, and Engineering. Champion a culture of rapid iteration and evidence‑based decision making.
• Proactive Outreach & Retention: Design and execute outbound campaigns that pre‑emptively address friction points, reduce churn, and increase Net Revenue Retention (NRR). Work closely with Marketing, Growth, and Product to align messaging and timing.
• Customer Experience Framework: Own the model that defines what a great brighthush support experience looks like. Translate this framework into training modules, rubrics, and quality assurance programs that are consistently delivered across our BPO frontline.
• Voice of the Customer: Represent frontline insights in product launches and roadmap discussions. Ensure that new features and updates are built with real customer pain points in mind.
• Leadership & Coaching: Mentor and develop a diverse team of support professionals. Set clear priorities, expectations, and growth paths that align with both individual aspirations and organizational goals.
• Retention Playbooks & High‑Value Interventions: Design and execute retention playbooks that identify at‑risk relationships. Step in personally on high‑impact cases requiring senior judgment to secure customer loyalty.
• Cross‑Functional Collaboration: Work with Marketing, Product, Enablement, and Support Operations to maintain brand‑aligned quality standards. Build scalable experiences based on customer segmentation and lifecycle stages.
• Executive Reporting: Deliver executive‑ready dashboards and reports that highlight product friction, risk trends, and sentiment. Provide clear, actionable recommendations rather than mere observations.
• Dependency & Escalation Management: Proactively manage project dependencies, keep initiatives on track, and resolve escalations before they impact the customer.
• Problem Solving & Root Cause Analysis: Break down ambiguous issues, isolate root causes, and drive investigations that lead to sustainable solutions.

Essential Qualifications

• Minimum 6 years of progressive experience in Customer Success, Support Leadership, RevOps, or Client Experience within a fast‑moving, scale‑up environment.
• Demonstrated success building CS or CX programs from the ground up in a mid‑maturity organization, not just optimizing existing processes.
• Proven impact on retention metrics such as NRR, CSAT, churn, or equivalent business outcomes.
• Deep understanding of customer health scoring, segmentation, retention strategies, and the full customer lifecycle.
• Strong analytical instincts: ability to dissect customer data, identify meaningful signals, and generate insights that drive decisions.
• Exceptional empathy: champion the human experience in an automated environment and model this standard for your team.
• Operational excellence: translate customer friction into structured process improvements with measurable outcomes.
• Builder’s mindset: bias for action, energized by ambiguity, and able to create clarity and frameworks that look 2–3 years ahead.
• People development focus: invest in growth, create stretch opportunities, and plan for succession even in a small team.
• Collaborative leadership: build coalitions and define success in terms of shared outcomes across partner teams.
• Proficiency with CX tools such as Kustomer, Jira, and BI platforms.
• Preferred: background in fintech, banking, lending, or SMB financial services, with an understanding of the stakes involved in financial products for small business owners.

Preferred Qualifications

• Experience managing remote teams across multiple time zones.
• Knowledge of compliance and regulatory frameworks relevant to financial services.
• Background in designing and scaling BPO operations.
• Experience with automated customer support tools and AI‑driven chatbots.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Change Management & Process Optimization
• Stakeholder Management & Influence
• Team Building & Talent Development
• Excellent Communication (verbal & written)
• Adaptability & Resilience in a fast‑paced environment

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a continuous journey. As Senior Manager, you will:

• Lead cross‑functional initiatives that span product, engineering, marketing, and compliance, giving you a holistic view of the business.
• Mentor and coach a high‑impact team, building a legacy of excellence that will shape the future of our support organization.
• Participate in executive‑level strategy sessions, influencing the direction of our platform and customer experience.
• Access to internal and external training programs, including leadership development, data analytics, and fintech industry certifications.
• Opportunity to transition into broader Customer Experience or Product roles as brighthush continues to expand.

Work Environment & Company Culture

brighthush is built on a foundation of inclusivity, transparency, and continuous improvement. Our remote-first culture means:

• Flexible work hours that respect work‑life balance.
• Regular virtual town halls and team‑building events.
• A culture that celebrates data‑driven insights and creative problem solving.
• Commitment to mental health and well‑being, with access to counseling services and wellness programs.
• Recognition programs that reward innovation, collaboration, and customer advocacy.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with senior leadership roles in fintech.
• Performance‑based bonuses tied to customer retention, NRR, and team KPIs.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible vacation policies.
• Professional development budget and access to industry conferences.
• Well‑being stipend and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the financial landscape for small businesses. You’ll:

• Drive tangible impact on customer satisfaction and revenue retention.
• Lead a high‑performing, remote team that values autonomy and collaboration.
• Shape the future of our support and success functions, leaving a lasting legacy.
• Work in an environment that values data, empathy, and continuous learning.
• Benefit from a culture that celebrates diversity, inclusion, and personal growth.

How to Apply

Ready to take the next step in your career and help small businesses thrive? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can elevate the brighthush customer experience.