Seasoned Customer Success Team Lead – Remote, High‑Impact Leadership in Global Health & Wellness Innovation

About brighthush

brighthush is a trailblazer in the health and wellness sector, evolving from a modest team of five to a vibrant community of over 350 passionate professionals. Our portfolio spans seven dynamic brands—PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, and Nature's Blast—each dedicated to enhancing the lives of millions worldwide. With a mission rooted in science, innovation, and compassion, we empower individuals to achieve optimal well‑being through evidence‑based products, personalized care, and a commitment to sustainable living.

At brighthush, we champion a fully remote work culture that transcends borders, allowing our talent to thrive wherever they choose to call home. We value open‑mindedness, high energy, and adaptability—qualities that fuel our dynamic environment and drive collective success. Every team member, regardless of location, is encouraged to grow from entry‑level roles to leadership positions, ensuring that ambition and performance are rewarded.

Why Join brighthush as a Customer Success Team Lead?

As a remote Customer Success Team Lead, you will be at the forefront of shaping the customer experience for our global clientele. Your leadership will directly influence retention, satisfaction, and the overall brand reputation of brighthush’s diverse product lines. By combining strategic oversight with hands‑on coaching, you’ll help our team deliver world‑class support that aligns with our mission of improving lives worldwide.

Key Responsibilities

• Team Leadership & Operations – Oversee daily operations of the Customer Success team, ensuring consistent delivery of high‑quality support across all channels.
• Performance Management – Conduct regular one‑on‑one coaching sessions, set clear performance metrics, and provide actionable feedback to elevate agent capabilities.
• Attendance & Coverage – Monitor and track team attendance, orchestrate shift schedules, and maintain adequate coverage to meet SLA targets.
• Data‑Driven Insights – Analyze customer feedback, support tickets, and key performance indicators to identify trends, root causes, and opportunities for process improvement.
• Retention & Satisfaction Initiatives – Develop and implement strategies that enhance customer loyalty, reduce churn, and increase Net Promoter Score (NPS).
• Cross‑Functional Collaboration – Partner with Product, Marketing, and Sales teams to relay customer insights, influence roadmap decisions, and ensure a seamless customer journey.
• Continuous Improvement – Champion a culture of learning by introducing best practices, updating knowledge bases, and driving automation where appropriate.
• Reporting & Forecasting – Prepare weekly and monthly reports for senior leadership, highlighting team performance, customer trends, and strategic recommendations.
• Compliance & Quality Assurance – Ensure all interactions adhere to brand guidelines, data privacy regulations, and industry standards.

Essential Qualifications

• Proven experience (3+ years) in customer support, team management, or a related role with a strong focus on customer satisfaction and retention.
• Demonstrated ability to analyze data, identify actionable insights, and implement process improvements that drive measurable results.
• Excellent communication and leadership skills, with a track record of motivating and developing high‑performing remote teams.
• Strong organizational and problem‑solving abilities, coupled with meticulous attention to detail.
• Proficiency in CRM platforms (e.g., Zendesk, Freshdesk, or similar) and analytics tools (e.g., Google Analytics, Tableau).
• Experience in the health & wellness industry is a plus but not mandatory.

Preferred Qualifications

• Background in health‑tech or consumer‑health products, with an understanding of regulatory and compliance frameworks.
• Experience managing multi‑channel support teams (chat, email, phone, social media).
• Knowledge of customer success metrics such as churn rate, customer lifetime value (CLV), and customer health scores.
• Fluency in multiple languages, especially English and a second language relevant to our global customer base.
• Certification in Customer Success Management (CSM) or related fields.

Core Skills & Competencies

• Strategic Thinking – Ability to align team goals with brighthush’s long‑term vision.
• Empathy & Emotional Intelligence – Understanding customer pain points and fostering a supportive team culture.
• Data Literacy – Comfortable interpreting dashboards, spotting patterns, and translating data into action.
• Adaptability – Thriving in a fast‑paced, evolving environment with shifting priorities.
• Technology Savvy – Quick to adopt new tools, automate repetitive tasks, and streamline workflows.
• Project Management – Skilled at coordinating cross‑functional initiatives and meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Customer Success Team Lead, you will have the chance to:

• Progress to Senior Customer Success Manager, overseeing multiple teams and shaping global strategy.
• Transition into Product Management or Customer Experience Leadership roles, leveraging your deep customer insights.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Earn certifications in Customer Success, Agile Management, or Data Analytics through our partnership with leading educational platforms.
• Contribute to brighthush’s innovation labs, where you can pilot new tools, AI‑driven support solutions, and customer engagement experiments.

Work Environment & Company Culture

Our remote-first culture means you can work from anywhere—whether that’s your home office, a co‑working space, or a beachside villa. Despite the distance, we maintain a vibrant, inclusive community through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Regular team‑building activities, such as virtual escape rooms, trivia nights, and wellness challenges.
• Open communication channels—Slack, Microsoft Teams, and dedicated project boards keep everyone connected.
• A flat organizational structure that encourages ideas from all levels to be heard and acted upon.
• Commitment to diversity, equity, and inclusion, ensuring every voice is valued.

Compensation, Perks, and Benefits

While the base salary ranges from $650 to $750 per month (Sri Lanka), brighthush offers a comprehensive benefits package that reflects our dedication to employee well‑being and professional growth:

• Competitive Salary – Market‑aligned compensation with performance‑based bonuses.
• Unlimited Paid Time Off – 15+ working days of holidays plus flexible vacation policy.
• Internet Subsidy – Additional budget to ensure high‑speed connectivity for seamless remote work.
• Health & Wellness Budget – Annual stipend for gym memberships, wellness apps, or personal health initiatives.
• Birthday Gift & Extra Time Off – Celebrate your special day with a gift card and extra paid leave.
• Paid Volunteer Days – 2 days per year to support community projects or causes you care about.
• Professional Development – Access to online courses, certifications, and conference sponsorships.
• Equity & Long‑Term Growth – Opportunities to earn equity in brighthush as part of a permanent contract.
• Global Flatwork Culture – Influence company direction from day one and collaborate across borders.

How to Apply

Ready to lead a high‑impact Customer Success team and help shape the future of health & wellness? Click the link below to submit your application and join the brighthush family.

Apply to This Job

Thank You for Your Interest

We appreciate your enthusiasm for joining brighthush. If you have already applied, your submission is on file, and we will review it shortly. For any questions or concerns, please contact us at [email protected].