Seasoned Customer Support Manager – Championing User Satisfaction, Caregiver Verification, and Event Coordination at brighthush

About brighthush

brighthush is a trailblazing corporate benefit platform that empowers employees across the globe with comprehensive support in mental health, childcare, eldercare, and pet care. By integrating cutting‑edge technology with a human‑centric approach, brighthush delivers a seamless experience that helps organizations nurture a healthier, happier, and more productive workforce. Our mission is to transform the way companies care for their people, making well‑being an everyday reality rather than a luxury.

With a rapidly growing user base and a portfolio of innovative services, brighthush is positioned at the intersection of information technology and human resources. We pride ourselves on a culture of collaboration, continuous learning, and relentless pursuit of excellence. Our remote‑first model empowers teams worldwide to work flexibly while staying connected through robust digital tools and a shared commitment to our core values.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the daily lives of thousands of employees and their families.
• Innovative Environment: Collaborate with product, engineering, and data science teams to shape the future of employee benefits.
• Career Growth: Access to mentorship programs, leadership training, and cross‑functional projects that accelerate your professional trajectory.
• Inclusive Culture: A diverse, respectful workplace that celebrates individuality and fosters belonging.
• Competitive Compensation: A salary range of €35,000–€42,000 per year, complemented by a comprehensive benefits package.

Key Responsibilities

As the Customer Support Manager at brighthush, you will be the linchpin that ensures our users receive timely, accurate, and compassionate assistance. Your role will encompass a blend of operational leadership, strategic oversight, and hands‑on support.

• Lead and mentor a high‑performing customer support team, setting clear performance metrics and fostering a culture of continuous improvement.
• Oversee daily support operations, ensuring SLA compliance and optimal resolution rates across multiple channels (email, chat, phone).
• Develop and refine support processes, knowledge bases, and self‑service resources to reduce ticket volume and empower users.
• Collaborate with product and engineering teams to identify and resolve systemic issues, driving product enhancements based on user feedback.
• Coordinate and execute caregiver verification workflows, ensuring compliance with regulatory standards and internal policies.
• Plan, organize, and manage virtual and in‑person events (webinars, training sessions, community meet‑ups) that enhance user engagement and brand loyalty.
• Analyze support metrics, generate actionable insights, and present findings to senior leadership to inform strategic decisions.
• Champion a customer‑centric mindset across the organization, advocating for user needs in cross‑functional initiatives.
• Maintain up‑to‑date knowledge of industry trends, best practices, and emerging technologies in customer experience and support.

Essential Qualifications

• Minimum 3–5 years of progressive experience in customer support or service operations, preferably within a SaaS or tech‑focused environment.
• Proven track record of managing and scaling support teams, with demonstrable improvements in key performance indicators.
• Exceptional communication skills in German (native level) and English (proficient), with the ability to articulate complex concepts clearly.
• Hands‑on mentality: Comfortable stepping into support tickets when necessary to resolve critical issues.
• Strong empathy and active listening skills, enabling you to understand and address user pain points effectively.
• Self‑organized, solution‑oriented mindset with a knack for troubleshooting and problem solving.
• Proficiency with digital tools and support systems (e.g., Zendesk, Intercom, Jira, Confluence, Slack, Microsoft Teams).
• Experience with data analysis tools (Excel, Google Sheets, Tableau, or similar) to derive insights from support metrics.

Preferred Qualifications

• Experience in the employee benefits or HR tech industry, with a deep understanding of mental health, childcare, eldercare, or pet care services.
• Background in caregiver verification or compliance processes, including familiarity with relevant regulations.
• Knowledge of agile methodologies and experience working in cross‑functional, fast‑paced teams.
• Multilingual capabilities beyond German and English, enhancing communication with a diverse user base.
• Certifications in customer experience (CX), service design, or related fields.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Translate data and user insights into actionable business strategies.
• Customer Advocacy: Champion the user voice across all departments.
• Project Management: Plan, execute, and monitor events and process improvements with precision.
• Technical Proficiency: Comfortable navigating CRM, ticketing, and analytics platforms.
• Adaptability: Thrive in a remote, dynamic environment with evolving priorities.
• Collaboration: Work seamlessly with product, engineering, marketing, and finance teams.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Customer Support Manager, you will:

• Participate in leadership development programs that sharpen strategic thinking and decision‑making.
• Engage in cross‑functional projects that broaden your skill set beyond support operations.
• Receive mentorship from senior leaders who are passionate about nurturing talent.
• Access a curated library of courses, workshops, and conferences to stay ahead of industry trends.
• Be considered for future roles in product management, operations, or customer experience strategy.

Work Environment & Culture

brighthush operates on a fully remote model, with team members located across Germany and beyond. We provide:

• Flexible working hours that respect work‑life balance.
• High‑speed internet stipends and ergonomic equipment allowances.
• Regular virtual team gatherings, hackathons, and wellness initiatives.
• A culture that values transparency, psychological safety, and open dialogue.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

We offer a competitive salary range of €35,000–€42,000 per year, commensurate with experience and performance. In addition, you will enjoy:

• Health and wellness benefits, including mental health support and counseling services.
• Generous paid time off and flexible holiday policies.
• Tuition reimbursement for relevant courses and certifications.
• Employee assistance programs covering childcare, eldercare, and pet care.
• Annual performance bonuses and equity options, aligning your success with the company’s growth.
• Access to a robust digital benefits platform that enhances your own well‑being.

How to Apply

If you are a proactive, empathetic, and results‑driven professional ready to shape the future of employee support, we want to hear from you. Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that is redefining how companies care for their people. Your expertise will help us deliver world‑class support, empower caregivers, and create memorable experiences for every user. If you’re ready to lead, innovate, and make a lasting impact, apply now and become a pivotal part of our success story.