Seasoned Customer Support Team Lead – Championing KPI Mastery, Team Development, and Customer Delight at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that has been redefining the way service teams operate across the United States for over five years. Rooted in Ukrainian values of resilience, community, and excellence, we have expanded our footprint to more than 30 of the largest U.S. cities. Our mission is simple yet powerful: to empower skilled craftsmen and repair professionals by handling every operational, marketing, sales, and quality‑control function so they can focus on delivering exceptional repair solutions to homeowners nationwide.

Today, brighthush boasts a dedicated team of over 100 specialists who manage everything from lead generation and client onboarding to performance analytics and continuous training. We have successfully completed more than 30,000 repair projects, earning a reputation for reliability, transparency, and a relentless focus on customer satisfaction. As we continue to scale, we are looking for a visionary Team Lead – Customer Support who can not only manage a high‑performing support squad but also drive conversion and operational excellence across the organization.

Why This Role Matters

In a world where customer experience is the ultimate differentiator, the Customer Support Team Lead at brighthush sits at the intersection of people, process, and technology. Your leadership will shape how we interact with homeowners, how quickly we resolve their concerns, and how effectively we convert inquiries into service agreements. By mastering KPIs, coaching your team, and collaborating with cross‑functional partners, you will directly influence the growth trajectory of brighthush and the satisfaction of thousands of homeowners.

Day‑to‑Day Responsibilities

• Team Leadership & Development: Oversee daily operations of the Customer Support squad, ensuring clarity of goals, expectations, and performance metrics. Foster a culture of accountability, continuous learning, and high engagement.
• Performance Management: Track, analyze, and report on key performance indicators such as response time, resolution rate, CSAT scores, and conversion metrics. Use data to identify trends, root causes, and improvement opportunities.
• Coaching & Feedback: Conduct regular 1:1 meetings, provide constructive feedback, and design personalized development plans that help each team member grow professionally and personally.
• Onboarding & Training: Create and deliver comprehensive onboarding programs for new hires, including role‑play scenarios, knowledge‑base updates, and tool proficiency sessions.
• Process Optimization: Identify bottlenecks and inefficiencies in support workflows. Propose actionable solutions and collaborate with engineering, product, and operations teams to implement changes.
• Script & Tool Management: Evaluate the effectiveness of support scripts and tools, recommend enhancements, and ensure agents are equipped with the best resources to handle inquiries.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Operations leaders to align support initiatives with broader business objectives and provide insights that improve lead conversion.
• Quality Assurance: Oversee quality checks, conduct audits, and maintain high standards of customer interaction that reflect brighthush’s brand promise.
• Reporting & Analytics: Prepare detailed reports for senior leadership, highlighting trends, challenges, and opportunities for scaling support operations.

Essential Qualifications

• Minimum of 1 year of experience managing a team of 5 or more customer support or logistics professionals.
• Proven track record in setting, measuring, and exceeding KPIs in a fast‑paced environment.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Experience in onboarding, training, and developing high‑performing teams.
• Fluent in English (strong B2 or C1 level), with excellent written and verbal communication skills.
• Demonstrated ability to identify root causes of operational challenges and implement effective solutions.
• Hands‑on experience with CRM platforms, helpdesk software, and performance dashboards.

Preferred Qualifications

• Background in customer support within the home‑repair, logistics, or service‑industry sectors.
• Experience working in a remote or distributed team environment.
• Knowledge of U.S. consumer behavior and service expectations.
• Experience with Agile or Lean process improvement methodologies.
• Certifications in customer experience management or related fields.

Skills & Competencies

• Leadership & Influence: Ability to inspire and motivate a diverse team, fostering a culture of accountability and continuous learning.
• Data‑Driven Decision Making: Comfort with metrics, dashboards, and data analysis tools to guide strategy.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Problem Solving: Creative thinker who can troubleshoot complex issues and devise scalable solutions.
• Adaptability: Thrive in a dynamic environment, quickly pivoting priorities as business needs evolve.
• Customer‑Obsessed Mindset: Deep empathy for customers and a relentless drive to improve their experience.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Team Lead, you will have access to a robust learning ecosystem that includes:

• Mentorship from senior leaders who have built high‑performing teams across multiple markets.
• Regular skill‑building workshops on leadership, data analytics, and customer experience design.
• Opportunities to lead cross‑functional projects that directly impact revenue and customer satisfaction.
• Clear career pathways into senior management roles, such as Director of Customer Experience or Head of Operations.
• Support for pursuing industry certifications and attending conferences.

Work Environment & Culture at brighthush

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote‑first culture means you can work from anywhere in the world, while still feeling connected to a vibrant, collaborative team. Key cultural pillars include:

• Initiative: We encourage you to propose ideas, experiment, and take ownership of outcomes.
• Growth: Continuous learning is embedded in our processes, with resources for skill development and career advancement.
• Openness: We value diverse perspectives and foster an environment where every voice is heard.
• Minimal bureaucracy – decisions are made quickly, and you have the autonomy to implement change.
• Inclusive and supportive community that celebrates successes and learns from challenges together.

Compensation, Perks & Benefits

While the exact base salary will be negotiated based on experience, you can expect a competitive package that includes:

• Base salary commensurate with market standards for remote customer support leadership roles.
• Performance‑based bonuses tied to team KPIs and overall business outcomes.
• Fully remote work arrangement – work from any location worldwide.
• Flexible work schedule: core hours from 16:00 to 01:00 Kyiv time, with two additional days of choice during the week.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Paid time off, holidays, and a generous parental leave policy.
• Professional development stipend and access to industry conferences.
• Employee assistance program and mental health resources.
• Team building events, virtual coffee chats, and a culture of recognition.

Why Join brighthush?

If you are a proactive leader who thrives on data, enjoys coaching others, and is passionate about elevating customer experience, brighthush offers the perfect platform to make a tangible impact. You will be part of a company that is not only growing rapidly but also committed to creating a supportive, innovative, and inclusive environment for all employees. Your work will directly influence the success of thousands of repair projects and the satisfaction of millions of homeowners across the United States.

How to Apply

Ready to lead a high‑performing customer support team and drive measurable results at brighthush? Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. We look forward to exploring how your expertise can help us continue to deliver exceptional service and value to our partners and customers.

Apply now and become a pivotal part of brighthush’s journey to redefine customer support excellence.