Seasoned Global Customer Support Operations Leader – Driving Service Excellence, Automation, and Customer Success at brighthush

About brighthush

brighthush is a trailblazing technology powerhouse that is reshaping how businesses engage with their customers. By harnessing the latest in cloud infrastructure, artificial intelligence, and data‑driven support tools, we empower organizations worldwide to deliver flawless, proactive service experiences. Our mission is to create a global ecosystem where support teams are not merely reactive responders but strategic partners in customer success. As a fully remote‑first company, we champion flexibility, diversity, and innovation, enabling our talent to thrive from any corner of the globe.

Why This Role Matters

In the fast‑paced tech landscape, customer support is the heartbeat that keeps a brand alive. The Vice President of Customer Support Operations will set the strategic vision, operational excellence, and cultural foundation that allow brighthush to scale support worldwide. This is a rare chance to lead a high‑impact function that directly influences customer satisfaction, retention, and revenue growth.

Key Responsibilities

As the senior leader of support operations, you will:

• Strategic Leadership: Craft and execute a multi‑year support strategy that aligns with brighthush’s growth objectives and customer success goals.
• Global Governance: Establish global standards, frameworks, and KPIs that ensure consistent, high‑quality service across all regions.
• Operational Design: Design tiered support models (Level 1, Level 2, Advanced/Senior) tailored to product lines, customer segments, and geographic nuances.
• Process Optimization: Lead continuous improvement initiatives to reduce response and resolution times, streamline ticketing workflows, and automate routine tasks.
• Incident Management: Build robust mechanisms for detecting, escalating, and resolving critical incidents, including post‑mortem reviews and root‑cause analysis.
• Data & Analytics: Develop a comprehensive data framework, dashboards, and reporting suite that provide actionable insights into ticket volumes, trend analysis, and service quality.
• Technology Enablement: Drive the selection, implementation, and integration of CRM, ticketing, AI chatbots, knowledge bases, and other support platforms.
• Cross‑Functional Collaboration: Partner with Product, R&D, Engineering, Sales, and Customer Success to surface product defects, feature requests, and high‑impact customer pain points.
• Talent & Culture: Build and mentor a global support leadership team, establish training programs, performance metrics, and career pathways that foster a culture of excellence.
• Financial Stewardship: Develop budgets, forecast resource needs, and manage operational costs while demonstrating ROI for automation and digital initiatives.
• Executive Reporting: Provide regular, data‑driven updates to the CEO, COO, and Head of Customer Success on operational performance, risk, and strategic opportunities.
• Scalable Growth: Design systems and processes that can scale with brighthush’s expansion into new markets and product lines.

Essential Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field (MBA or advanced certifications preferred).
• 10+ years of progressive experience in customer support, technical support, or service operations, with at least 5 years in a senior leadership role.
• Proven track record of managing global or cross‑regional support teams in a SaaS or technology environment.
• Deep understanding of ITSM frameworks (ITIL, ISO 20000), SLAs, and ticketing systems.
• Experience leading large‑scale automation, AI integration, and digital transformation projects within support.
• Strong analytical skills with the ability to translate data into actionable strategy.
• Excellent communication, stakeholder management, and cross‑departmental collaboration abilities.
• Demonstrated ability to build high‑performing teams, develop talent pipelines, and create a culture of continuous improvement.

Preferred Qualifications

• Experience in the aerospace, UAV, or advanced robotics sector (or related high‑tech industry).
• Certifications in ITIL, Six Sigma, PMP, or similar.
• Fluency in multiple languages and experience working with teams across diverse time zones.
• Background in data science or analytics, with proficiency in SQL, Python, or BI tools.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Process Engineering
• Data‑Driven Decision Making
• Change Management & Digital Transformation
• Team Building & Talent Development
• Stakeholder Engagement & Executive Communication
• Financial Acumen & Budget Management
• Customer‑Centric Mindset & Empathy

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As VP of Customer Support Operations, you will:

• Lead a high‑visibility function that directly impacts company revenue and brand reputation.
• Collaborate with senior executives to shape product strategy and roadmap.
• Mentor and develop a global leadership team, creating a legacy of excellence.
• Drive innovation in support technology, positioning brighthush as a thought leader in customer experience.
• Benefit from continuous learning programs, including certifications, conferences, and internal knowledge sharing.

Work Environment & Company Culture

brighthush thrives on a culture of autonomy, collaboration, and relentless curiosity. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑functional syncs.
• Dedicated collaboration tools (Slack, Teams, Miro).
• Annual global summit (virtual or in‑person) to celebrate wins and align on strategy.
• Inclusive hiring practices that value diverse perspectives.
• Transparent communication from leadership and a flat hierarchy that encourages idea sharing.

Compensation, Perks, and Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base salary range: $200,000 – $250,000, commensurate with experience.
• Performance‑based bonus potential up to 20% of base.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision plans.
• Unlimited paid time off and flexible work hours.
• Learning stipend and access to industry conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for home office setup.

How to Apply

If you are a visionary leader ready to transform customer support at a global scale, we want to hear from you. Submit your resume and a cover letter outlining how your experience aligns with the responsibilities and qualifications above. Join brighthush and help us build the future of customer success.