Seasoned Customer Service Team Manager – Multi‑Channel Support, Continuous Improvement, Global Engagement & Leadership at brighthush

Welcome to brighthush – Where Learning Knows No Borders

brighthush has been a catalyst for global learning and cultural exchange for over nine decades. From its humble beginnings as a language‑learning pioneer to its current status as a leading digital education platform, brighthush has empowered millions of students, teachers, and institutions across more than 200 countries. Our mission is simple yet profound: to ignite curiosity, foster cross‑cultural understanding, and create lifelong learning pathways that transcend geographic and linguistic boundaries.

As the world becomes increasingly interconnected, the role of customer experience has never been more critical. At brighthush, we believe that every interaction—whether a phone call, an email, a live chat, or a social media comment—shapes the perception of our brand and the success of our learners. That’s why we’re looking for a visionary Customer Service Team Manager who can lead, inspire, and elevate our global support operations.

Why This Role Matters

In this pivotal position, you will be the linchpin that keeps our worldwide community engaged, satisfied, and inspired. Your leadership will directly influence customer satisfaction scores, loyalty metrics, and the growth of our educational products and services. You will help shape the experience of millions of learners and educators, ensuring that every interaction reflects the brighthush values of empathy, excellence, and innovation.

Key Responsibilities

• Team Leadership & Engagement
  • Recruit, onboard, and develop a high‑performing, culturally diverse Customer Service team.
  • Foster a culture of collaboration, continuous learning, and well‑being.
  • Conduct regular coaching sessions, performance reviews, and career development conversations.
  • Implement inclusive practices that support diverse team members and customers.
  • Champion a growth mindset and encourage continuous skill development.
  • Lead initiatives to improve employee engagement, retention, and job satisfaction.
• Performance Management & Operations
  • Set, monitor, and analyse KPIs such as response time, resolution rate, CSAT, NPS, and first‑contact resolution.
  • Use data insights to drive operational efficiencies and service excellence.
  • Plan workforce schedules, manage workload distribution, and ensure seamless coverage during peak periods.
  • Collaborate with sales, product, and marketing teams to identify upsell opportunities and promote brighthush offerings.
  • Implement best‑practice processes for escalation, knowledge management, and quality assurance.
  • Develop and maintain a robust knowledge base, ensuring that agents have quick access to accurate information.
• Compliance & Risk Management
  • Ensure all customer interactions comply with brighthush policies, data protection laws (GDPR, CCPA), and safeguarding standards.
  • Maintain rigorous financial controls and information security practices.
  • Identify and mitigate operational risks, safeguarding against potential threats to customers and staff.
  • Lead incident response and root‑cause analysis for critical service disruptions.
  • Collaborate with the legal and compliance teams to stay ahead of regulatory changes.
• Customer Insight & Continuous Improvement
  • Collect, analyse, and share customer feedback to inform service enhancements.
  • Lead Voice of the Customer initiatives and champion evidence‑based improvements.
  • Collaborate cross‑functionally to redesign processes, systems, and customer journeys.
  • Champion a customer‑centric mindset across the organisation.
  • Drive the adoption of new technologies and automation to improve service delivery.
  • Implement continuous improvement frameworks such as Lean, Six Sigma, and Kaizen.
• Technology & Innovation
  • Oversee the integration of AI‑powered chatbots, self‑service portals, and automated ticket routing.
  • Collaborate with the IT and product teams to roll out new features and enhancements.
  • Ensure that all technology solutions are scalable, secure, and user‑friendly.
  • Stay abreast of industry trends and emerging tools that can elevate the customer experience.
• Stakeholder Management
  • Build strong relationships with internal stakeholders, including product, marketing, sales, and finance.
  • Represent the customer service function in executive meetings and strategy sessions.
  • Advocate for the needs and insights of our global customer base.

Essential Qualifications & Experience

• Proven experience leading a multi‑channel customer service team in a global environment.
• Strong track record of managing performance against KPIs and quality frameworks.
• Demonstrated ability to coach, develop, and motivate staff to deliver consistently high service levels.
• Excellent emotional intelligence, communication, and interpersonal skills.
• English language proficiency at C1 level (speaking and writing).
• Legal right to work in the UK.
• Experience with CRM platforms (e.g., Salesforce, Zendesk, Freshdesk) and analytics tools (e.g., Tableau, Power BI).
• Familiarity with workforce management and scheduling software.
• Strong understanding of data privacy regulations (GDPR, CCPA).
• Experience with incident management frameworks such as ITIL.

Preferred Qualifications & Experience

• Experience in the education or training sector, particularly with language teaching and examinations.
• Familiarity with Voice of the Customer methodologies and continuous improvement frameworks.
• Experience handling escalated complaints and executing service recovery strategies.
• Knowledge of brighthush products and services, especially English teaching and exams.
• Background working in an international or multi‑cultural organisation.
• Strong cultural awareness and a commitment to championing equality, diversity, and inclusion.
• Experience with agile project management and cross‑functional collaboration.
• Certifications in customer service excellence, Six Sigma, or project management (PMP, Prince2).
• Proficiency in additional languages is a plus.

Skills & Competencies

• Strategic thinking and data‑driven decision making.
• Exceptional leadership and team‑building capabilities.
• Advanced problem‑solving and conflict resolution skills.
• Proficiency in customer relationship management (CRM) systems and analytics tools.
• Adaptability to fast‑paced, evolving environments.
• Commitment to continuous learning and professional development.
• Strong stakeholder management and cross‑departmental collaboration.
• Proficiency in English and a willingness to learn additional languages is a plus.

Career Growth & Learning Opportunities

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

• Gain exposure to global operations and cross‑functional projects.
• Develop expertise in customer experience strategy, data analytics, and process improvement.
• Access leadership development programmes, mentorship, and coaching.
• Participate in international conferences, workshops, and cultural exchange initiatives.
• Position yourself for future roles such as Customer Experience Director, Operations Lead, or Global Service Manager.
• Earn recognised certifications in customer service excellence, Six Sigma, or project management.
• Contribute to strategic initiatives that shape the future of education and cultural exchange.

Work Environment & Culture at brighthush

Our culture is built on the pillars of inclusion, innovation, and impact. You will enjoy:

• 100% remote flexibility with optional co‑working spaces in major UK cities.
• A collaborative, flat hierarchy that encourages idea sharing and rapid decision making.
• Regular virtual town halls, team socials, and cultural celebrations.
• A commitment to work‑life balance, with flexible hours and generous leave policies.
• A supportive environment that values mental health, well‑being, and personal growth.
• Access to a global network of peers, mentors, and industry experts.
• Opportunities to contribute to community outreach, volunteering, and social impact projects.
• State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Zoom, Confluence).

Compensation & Benefits

We offer a competitive remuneration package that reflects your experience and the value you bring to brighthush:

• Annual gross salary: £32,381 – £45,000 (commensurate with experience).
• Full‑time contract: 36 hours per week, Monday to Friday.
• Paid annual leave: 32 days plus public holidays.
• Volunteering leave: 3 days per year.
• Career‑average defined benefit pension scheme.
• Health and well‑being benefits, including medical, dental, and vision coverage.
• Mental health support and wellness programmes.
• Professional development budget and access to learning platforms.
• Employee assistance programme and flexible working arrangements.
• Performance‑based bonus structure and potential equity participation.
• Opportunity to work with a global team and contribute to projects that shape the future of education and cultural exchange.

How to Apply

Ready to lead a world‑class customer service team and make a global impact? Submit your application by 21:59 UK time on Tuesday, 20 October 2026. Please include:

• A cover letter outlining your relevant experience and why you’re excited about brighthush.
• Your updated CV or resume.
• Any supporting documents that showcase your achievements (e.g., performance metrics, certifications).

We are an equal opportunity employer. brighthush welcomes applications from all backgrounds and is committed to fostering an inclusive workplace. If you require any adjustments to the application process, please contact [email protected].

Join brighthush – Where Connections, Trust, and Innovation Meet

At brighthush, you will be part of a mission that transcends borders, cultures, and languages. Your leadership will help us deliver exceptional customer experiences, drive business growth, and build lasting relationships worldwide. If you are passionate about customer service, continuous improvement, and global impact, we want to hear from you.

Apply today and become a catalyst for change at brighthush.