Seasoned Customer Service Manager – Global Support Operations Lead, Team Excellence Champion, Customer Experience Architect (Remote) – brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

brighthush is more than a brand; it’s a global movement that is redefining how retail and wholesale partners connect with their customers. With a presence in over 30 countries, we blend cutting‑edge technology, data‑driven insights, and a people‑first philosophy to create experiences that resonate across cultures and markets. Our mission is simple yet ambitious: to empower every customer interaction with empathy, speed, and precision, turning ordinary service moments into lasting brand memories. If you are passionate about turning customer feedback into action and thrive in a fast‑paced, data‑rich environment, brighthush is the place where your impact will be felt worldwide.

Why brighthush is the Place to Grow

At brighthush, growth is built into the DNA of every role. We believe that the best ideas come from diverse perspectives, so we foster an environment where curiosity is rewarded and experimentation is encouraged. Whether you’re a seasoned professional or an emerging leader, you’ll find a clear career ladder, robust mentorship programs, and a culture that celebrates both individual achievements and collective wins. Our remote‑first model gives you the flexibility to balance work and life while staying connected through daily stand‑ups, virtual coffee breaks, and real‑time collaboration tools.

Position Overview

As the Customer Service Manager at brighthush, you will be the linchpin of our global support ecosystem. Your strategic vision will shape how we handle inquiries, resolve issues, and gather insights that drive product and service innovation. You’ll lead a high‑performing team of agents, orchestrate ticketing workflows, and champion continuous improvement initiatives that elevate service standards and operational efficiency. If you thrive in a fast‑paced, data‑rich environment and are passionate about turning customer feedback into action, this role is crafted for you.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a diverse support squad that consistently exceeds performance targets. Conduct regular one‑on‑ones, performance reviews, and create personalized growth plans that align with both team and company objectives.
• Ticketing System Management: Own the end‑to‑end lifecycle of customer tickets using brighthush. Design and refine workflows, set priority tiers, and ensure escalated issues are resolved within SLA benchmarks.
• Process Improvement: Leverage data analytics to identify bottlenecks, propose process enhancements, and implement best practices that boost first‑contact resolution rates and reduce average handling time.
• Cross‑Functional Collaboration: Partner with product, sales, and operations to translate customer insights into actionable product roadmaps and service enhancements.
• Reporting & Analytics: Produce weekly and monthly dashboards on KPIs such as ticket volume, CSAT, NPS, and agent utilization. Present findings to senior leadership and recommend strategic initiatives.
• Quality Assurance: Conduct regular audits of support interactions, coach agents on best practices, and maintain a living knowledge base that empowers both customers and team members.
• Operational Excellence: Manage scheduling, staffing, and resource allocation to meet peak demand periods while ensuring compliance with security protocols and regulatory requirements.
• Customer Advocacy: Champion the customer’s voice across the organization, turning feedback into tangible improvements that reinforce brand loyalty.
• Travel & Flexibility: Occasionally travel to regional hubs or partner events and adapt to non‑traditional hours to support a global customer base.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 3 years of customer service or call center experience, with at least 1 year in a supervisory or managerial capacity.
• Proficiency in brighthush (or comparable ticketing platforms) and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable solutions.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Demonstrated ability to lead, motivate, and develop a diverse team in a remote environment.
• Reliable high‑speed internet connection and a dedicated workspace that supports remote work.
• Flexibility to work non‑traditional hours and occasional travel as required by business needs.

Preferred Qualifications

• Experience managing customer support for a retail or wholesale brand, especially within a franchise model.
• Familiarity with brighthush or other VoIP/telephony solutions used in customer support.
• Knowledge of customer experience frameworks such as Net Promoter Score (NPS) or Customer Effort Score (CES).
• Previous exposure to agile methodologies or continuous improvement programs (e.g., Six Sigma, Kaizen).
• Proven track record of implementing process automation or AI‑driven support tools to enhance efficiency.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire and guide a team toward shared goals while fostering a culture of accountability and growth.
• Customer‑Centric Mindset: Deep empathy for customer needs and a relentless drive to exceed expectations.
• Data‑Driven Decision Making: Proficiency in interpreting metrics and translating insights into strategic actions.
• Problem‑Solving: Quick, effective resolution of complex issues while maintaining composure under pressure.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable navigating change, managing multiple priorities, and thriving in a fast‑paced environment.
• Technical Proficiency: Comfortable with ticketing systems, CRM platforms, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Customer Service Manager, you’ll have a clear pathway to senior leadership positions such as Director of Customer Experience, Head of Support Operations, or even Chief Customer Officer. We invest in your professional development through:

• Access to industry conferences, webinars, and workshops that keep you at the forefront of customer experience trends.
• Mentorship programs pairing you with senior leaders across the organization to accelerate your learning curve.
• Internal training modules covering advanced customer experience strategies, data analytics, and leadership skills.
• Cross‑departmental projects that broaden your exposure to product development, marketing, and sales.

Work Environment & Company Culture

brighthush champions a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through daily stand‑ups, virtual coffee chats, and real‑time collaboration tools. We celebrate diversity, encourage open dialogue, and reward creativity. Our team values work‑life balance, offering flexible scheduling, generous paid time off, and wellness initiatives that keep you energized and focused.

Compensation, Perks, and Benefits

Salary Range: USD 65,962 – 109,900 per year, commensurate with experience and qualifications. Benefits Package: Comprehensive health, dental, and vision insurance; 401(k) with company match; paid parental leave; flexible spending accounts; and a robust employee assistance program. Perks: Unlimited vacation policy, remote work stipend, monthly team virtual events, and access to a digital learning library. Performance Incentives: Quarterly bonuses tied to team and individual performance metrics, as well as company‑wide revenue targets.

How to Apply

If you are ready to lead a passionate customer support team, drive operational excellence, and shape the future of customer experience at brighthush, we encourage you to apply today. Submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to exploring how your expertise can help us continue to deliver outstanding service to our customers and partners worldwide.