Seasoned Overnight Customer Support Team Lead – Championing 24/7 Logistics Excellence at brighthush

About brighthush

brighthush is redefining the $1 trillion trucking and logistics landscape by empowering independent truckers and small fleets with cutting‑edge fuel‑management technology. With a mission to level the playing field, we help more than 100,000 underserved businesses save over $1 billion in fuel costs each year. Our fintech platform processes billions in annual payment volume, and we’re backed by top‑tier venture capital—now all under the single, unified brand of brighthush. We’re a fast‑growing, high‑impact startup that values ownership, curiosity, and relentless customer obsession.

Why This Role Matters

As the Overnight Customer Support Team Lead, you’ll be the heartbeat of brighthush’s 24/7/365 support operation. While the world sleeps, truckers rely on your team to resolve critical issues, answer questions, and keep their operations running smoothly. Your leadership will shape the customer experience, drive process improvements, and cultivate a culture of excellence that echoes across the entire organization.

Key Responsibilities

• Lead and Coach a high‑performing team of remote agents during the overnight shift (Tuesday‑Saturday, 11 PM‑7 AM EST). Conduct daily huddles, one‑on‑ones, and performance reviews to foster growth and accountability.
• Deliver Exceptional Service by monitoring live interactions—calls, emails, chats, and tickets—to ensure prompt, accurate resolution and maintain industry‑leading CSAT scores.
• Data‑Driven Decision Making – track shift metrics, identify trends, and implement corrective actions on the fly. Own the end‑to‑end journey of every ticket, from intake to closure.
• Quality Assurance – review agent interactions, provide constructive feedback, and champion best practices that elevate service quality.
• Process Improvement – collaborate with cross‑functional teams (Product, Engineering, Ops) to root‑cause recurring issues, design scalable solutions, and refine support workflows.
• Product Expertise – become the overnight subject‑matter expert on brighthush’s platform, troubleshooting complex scenarios and guiding agents through advanced feature usage.
• Culture Champion – embody brighthush’s core values, model customer obsession, and inspire a collaborative, growth‑oriented mindset across the team.

Essential Qualifications

• 3+ years of supervisory or leadership experience in a customer support environment.
• 4+ years of remote customer support experience within fintech or tech‑startup ecosystems.
• Proficiency with ticketing and CRM platforms such as Zendesk, Intercom, or equivalent.
• Strong written and verbal communication skills, with the ability to coach and motivate.
• Data‑driven mindset: comfortable analyzing metrics, drawing insights, and driving actionable change.
• Proactive problem‑solver with critical thinking and a passion for continuous improvement.
• Adaptability to new technologies and tools, with a willingness to experiment and iterate.
• Growth mindset: curious, humble, and eager to learn from every interaction.

Preferred (but not required) Skills

• Experience managing overnight or 24/7 support teams.
• Background in logistics, transportation, or fleet management.
• Knowledge of fuel‑management or payment‑processing systems.
• Familiarity with performance‑tracking dashboards and KPI reporting.

What You’ll Gain

• Opportunity to shape the customer experience for a rapidly scaling fintech platform.
• Direct influence on product development through real‑world feedback loops.
• Career progression into senior leadership roles—Director of Customer Success, VP of Support, or Head of Customer Experience.
• Access to continuous learning resources: workshops, certifications, and mentorship from industry leaders.
• Participation in brighthush’s annual off‑site event—brighthush Fest—where you’ll network with founders, investors, and peers.

Work Environment & Culture

brighthush thrives on a collaborative, high‑growth culture that rewards ownership and creativity. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through daily stand‑ups, asynchronous communication, and Apply for this job