Seasoned Customer Support Team Lead – Global Tier Management, Escalation Leadership & Customer Success Champion
About brighthush
At brighthush, we’re on a mission to securely connect the world—people, machines, and the next generation of AI. As the global leader in trust infrastructure for AI and machine‑to‑machine communication, brighthush empowers the world’s largest enterprises and government agencies to take command of the cryptographic identities that protect every digital interaction. Behind our cutting‑edge platform is a worldwide community of passionate professionals who care deeply about the work they do and the people they collaborate with. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we invite you to trust your future with brighthush.
Position Overview
The Customer Support Team Lead will spearhead regional leadership of a specific support tier—Tier 1, Tier 2, or Tier 3—within the EMEA, APAC, or US region. You will manage a high‑performing team of support engineers, handle escalations, and ensure exceptional customer service and operational excellence. This role is pivotal in translating brighthush’s commitment to trust, innovation, and customer success into tangible, day‑to‑day outcomes.
Key Responsibilities
- Team Leadership & Development – Lead, mentor, and grow a team of customer support engineers, ensuring they possess the tools, training, and knowledge to excel.
- Ticket & SLA Management – Drive timely ticket closures, monitor SLA adherence, and implement process improvements to keep metrics on target.
- Knowledge Sharing & Continuous Improvement – Champion knowledge‑base enrichment, cross‑team collaboration, and best‑practice adoption to elevate overall support capability.
- Live Customer Engagement – Promote real‑time communication channels (chat, voice, video) to deliver swift, personalized support beyond email.
- Enterprise Escalation Handling – Manage high‑complexity cases for enterprise customers, ensuring expert resolution and maintaining strong relationships.
- Performance Feedback & Career Pathing – Provide constructive feedback, create individualized development plans, and nurture career growth within the team.
- Team Culture & Collaboration – Foster a positive, collaborative environment that encourages continuous improvement and high performance.
- Customer Satisfaction & Loyalty – Deliver high‑quality support services focused on timely issue resolution and sustained customer satisfaction.
- Escalation Management – Own the escalation process, delivering accurate solutions while maintaining clear communication with customers.
- Churn Reduction – Work with the regional manager to address dissatisfied feedback, turning challenges into opportunities for loyalty enhancement.
- Cross‑Functional Collaboration – Partner closely with product, engineering, professional services, and customer success teams to align support activities with business objectives.
- Stakeholder Communication – Translate customer insights into actionable feedback for product and service improvement.
- Global Coordination – Coordinate with global support teams to manage cross‑regional escalations and maintain a unified resolution approach.
- Knowledge Base Management – Ensure comprehensive documentation of solutions, best practices, and common issues to support both the team and customers.
- Operational Analytics – Monitor daily case trends, identify improvement areas, and provide actionable insights to the team and management.
- Case Assignment & Workload Balancing – Oversee case distribution to maintain balanced workloads and efficient issue resolution.
- Resource Allocation – Escalate cases appropriately, ensuring the right resources are deployed for prompt resolution.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
- Proven experience in customer support, with a track record of leading senior technical teams and junior support leaders.
- Deep knowledge of cryptography, Public Key Infrastructure (PKI), and related security technologies.
- Demonstrated ability to manage complex projects and juggle multiple priorities simultaneously.
- Strong analytical skills and proficiency in support metrics, data analysis, and reporting.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Experience handling escalations, conflict resolution, and maintaining composure under pressure.
- Familiarity with ITIL, NIST, or similar support frameworks.
- Professional or technical certifications such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+ are highly desirable.
Preferred Qualifications
- Experience in the computer and network security industry, especially within AI or machine‑to‑machine trust solutions.
- Background in a fast‑paced, high‑growth technology environment.
- Fluency in multiple languages, enhancing support for a global customer base.
- Prior experience with remote team management and distributed work cultures.
Skills & Competencies
- Leadership & Mentorship – Ability to inspire, coach, and develop high‑performing teams.
- Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.
- Problem‑Solving – Strong analytical thinking and troubleshooting skills.
- Strategic Thinking – Aligning support operations with broader business goals.
- Communication – Clear, concise, and persuasive communication across technical and non‑technical audiences.
- Adaptability – Thriving in a dynamic, evolving environment.
- Collaboration – Working effectively with cross‑functional teams.
- Data‑Driven Decision Making – Leveraging metrics to drive continuous improvement.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering continuous learning. As a Team Lead, you will:
- Advance to senior leadership roles such as Director of Customer Support or Head of Global Support.
- Participate in executive‑level strategy sessions, shaping the future of our support organization.
- Access to internal training programs, certifications, and industry conferences.
- Mentorship from seasoned leaders across product, engineering, and customer success.
- Opportunities to lead cross‑functional initiatives, expanding your skill set beyond support.
Work Environment & Culture
brighthush thrives on a culture of trust, innovation, and agility. Our remote‑first model empowers you to work from anywhere in the UK while staying connected through:
- Weekly virtual all‑hands meetings and monthly cross‑functional talent development sessions.
- Dedicated employee ambassadors and culture committees that champion diversity, equity, inclusion, and belonging.
- Well‑being resources, a wellness allowance, free mindfulness app membership, and Wellness Wednesdays.
- Global Volunteer Day, company‑matched charitable donations, and three volunteer days off.
- Second Fridays—a company‑wide day off on the second Friday of each month (except November and December).
- Competitive paid time off, paid parental leave, and comprehensive adoption and fertility support where applicable.
Compensation & Benefits
We offer a competitive salary package commensurate with experience, complemented by:
- Performance‑based bonuses and equity opportunities.
- Health, dental, and vision coverage for you and your family.
- Retirement savings plan with company match.
- Flexible working hours and a fully remote work environment.
- Annual professional development budget.
- Access to cutting‑edge technology and tools to support your success.
Our Core Values at brighthush
- Trust – We deliver security solutions where trust and openness are paramount. We act with honesty and integrity in every interaction.
- Customers – We operate through a customer‑centric lens, prioritizing their security interests and treating their data as our own.
- Innovation – We accelerate innovation, staying ahead of the curve through relentless investment and focus.
- Agility – We thrive in fast‑paced, ever‑changing environments, adapting quickly while driving toward strategic goals.
- Respect – We promote diversity, inclusivity, equity, and empathy, uniting everyone in a culture of respect.
- Teamwork – Vision and goals are achieved through cohesive teamwork, collaboration, and shared success.
Equal Opportunity & Reasonable Accommodation
brighthush is a proud equal‑opportunity employer, welcoming veterans, individuals with disabilities, and all backgrounds. If you require accommodations during the application or interview process, please contact our People team at [email protected] or call 1‑800‑BRIGHT‑1.
Ready to Join brighthush?
If you’re ready to lead a world‑class support team, drive customer success, and shape the future of secure AI and machine communication, we want to hear from you. Apply today and become part of a company that values trust, innovation, and the people who make it happen.
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