Seasoned Overnight Customer Support Team Lead – Championing 24/7 Excellence for brighthush’s Logistics Network

About brighthush

brighthush is a high‑growth marketplace that empowers independent truckers and small fleets to thrive in a competitive logistics ecosystem. By delivering real‑time fuel management, route optimization, and data‑driven insights, we help drivers keep their rigs on the road and their businesses profitable. Our mission is simple: level the playing field for owner‑operators and small fleets so they can compete with the biggest players in the industry.

Why brighthush?

At brighthush, we’re not just a tech company – we’re a community of innovators, problem‑solvers, and customer‑obsessed professionals. We’re backed by top‑tier venture investors, and our team includes talent from leading tech and transportation companies. We celebrate bold ideas, embrace a growth mindset, and reward results that make a tangible impact on the lives of truckers across the country.

Role Overview

As the Overnight Customer Support Team Lead, you will be the heartbeat of our 24/7 support operation during the night shift. You’ll coach a team of dedicated agents, ensure flawless customer experiences, and drive continuous improvement in processes, tools, and metrics. Your leadership will directly influence the satisfaction of our trucker community and the operational excellence of brighthush’s support function.

Key Responsibilities

• Team Leadership & Development – Manage, mentor, and inspire a remote team of customer support agents during the overnight shift (Tuesday‑Saturday, 11:00 PM‑7:00 AM EST). Conduct regular 1:1s, performance reviews, and coaching sessions to foster growth and accountability.
• Operational Excellence – Monitor live shift metrics (ticket volume, response time, resolution rate, CSAT, NPS) and take proactive actions to keep performance above company benchmarks.
• Quality Assurance – Review calls, emails, chats, and other interactions for quality, consistency, and adherence to brand voice. Deliver actionable feedback to agents and identify systemic improvement opportunities.
• Customer Advocacy – Serve as the go‑to subject matter expert on brighthush’s product suite. Resolve escalated issues, provide guidance to agents, and collaborate with engineering, product, and operations teams to close gaps.
• Process & Tool Optimization – Identify recurring pain points, propose enhancements to ticketing workflows, knowledge base content, and automation scripts. Champion the adoption of new tools that increase agent productivity and customer satisfaction.
• Culture Champion – Model brighthush’s core values in daily interactions. Promote a collaborative, inclusive, and high‑performance environment that encourages curiosity and continuous learning.
• Data‑Driven Decision Making – Analyze support data to uncover trends, forecast staffing needs, and recommend strategic initiatives that align with business goals.

Essential Qualifications

• Minimum 3 years of leadership experience in a customer support or service environment.
• At least 4 years of remote customer support experience within fintech or tech‑startup ecosystems.
• Proficiency with ticketing platforms such as Zendesk, Intercom, or similar.
• Strong written and verbal communication skills, with the ability to articulate complex issues clearly.
• Data‑driven mindset: comfortable working with metrics, dashboards, and analytics tools.
• Proactive problem‑solving skills and a track record of implementing process improvements.
• Leadership style that balances empathy with accountability, inspiring teams to exceed expectations.
• Adaptability to fast‑paced environments and a willingness to learn new technologies.

Preferred Qualifications

• Experience managing overnight or 24/7 support teams.
• Background in the transportation or logistics industry.
• Knowledge of fuel management or fleet operations software.
• Familiarity with remote collaboration tools (Slack, Teams, Zoom, etc.).
• Experience with performance coaching frameworks and OKR methodology.

Core Competencies & Skills

• Customer‑Obsessed Mindset – Deeply understand the needs of truckers and prioritize their experience.
• Strategic Thinking – Translate data insights into actionable plans that drive business outcomes.
• Communication Excellence – Convey complex information in a clear, concise, and engaging manner.
• Team Building – Foster a culture of trust, collaboration, and continuous improvement.
• Technical Aptitude – Quickly learn and leverage new tools, APIs, and integrations.
• Resilience & Adaptability – Thrive under pressure, manage ambiguity, and pivot when necessary.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a team lead, you’ll gain exposure to cross‑functional initiatives, product roadmaps, and strategic planning sessions. We provide:

• Mentorship from senior leaders in product, engineering, and operations.
• Access to industry conferences, workshops, and training programs.
• Clear promotion pathways to senior leadership roles within support, product, or operations.
• Regular feedback loops and performance reviews that align with your career goals.

Work Environment & Culture

brighthush thrives on a culture that values curiosity, ownership, and a relentless focus on customer success. Our remote-first approach means you’ll work from anywhere, supported by:

• Flexible work hours (outside of the overnight shift) to accommodate personal commitments.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A collaborative environment where ideas are welcomed, and experimentation is encouraged.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.

Compensation & Benefits

We offer a competitive base salary range of $60,000 – $70,000, complemented by equity in a high‑growth startup. Additional benefits include:

• Multiple health benefit options (medical, dental, vision).
• 401(k) plan with company matching.
• Generous paid time off and flexible vacation policy.
• Annual company off‑site event (brighthush!) to celebrate wins and build camaraderie.
• Continuous learning stipend for courses, certifications, and conferences.
• Commuter benefits to support your travel needs.
• On‑site snacks and lunch options (or virtual equivalents) to keep you energized.

How to Apply

If you’re passionate about leading a high‑impact support team, solving complex problems for truckers, and driving measurable improvements in customer experience, we want to hear from you. Join brighthush and help shape the future of logistics.

Ready to take the next step? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how your expertise can elevate our overnight support operations.