Seasoned Overnight Customer Support Team Lead – Championing 24/7 Service Excellence, Customer Delight, and Process Innovation for brighthush's Logistics Platform

About brighthush

brighthush is at the forefront of a logistics revolution, empowering independent truckers and small fleets to compete with the industry’s giants. By marrying cutting‑edge technology with a deep understanding of the challenges faced by owner‑operators, we deliver real‑time fuel management, dynamic route optimization, and actionable data insights that keep rigs on the road and margins healthy. Our platform is built on a foundation of transparency, speed, and a relentless focus on the people who move the country’s goods.

Founded by seasoned transportation veterans and tech innovators, brighthush has evolved from a niche marketplace into a national force, backed by top‑tier venture capital and a community of passionate professionals. We’re not just a software company; we’re a movement that champions the owner‑operator, giving them the tools to thrive in a fiercely competitive ecosystem.

Why brighthush?

At brighthush, you’ll join a culture that celebrates bold ideas, embraces continuous learning, and rewards results that make a tangible difference for truckers across the United States. Our remote‑first environment means you can work from anywhere while staying connected to a vibrant, collaborative team. We invest heavily in our people, offering mentorship, professional development, and a clear path to leadership roles.

Role Overview

As the Senior Overnight Customer Support Team Lead, you will be the heartbeat of our 24/7 support operation during the night shift. You’ll coach a high‑performing remote team of 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 – Lead, 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, accountability, and a culture of high performance.
• Operational Excellence – Monitor live shift metrics (ticket volume, response time, resolution rate, CSAT, NPS) and take proactive actions to keep performance above company benchmarks. Own the end‑to‑end support workflow and ensure seamless handoffs between shifts.
• 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 that elevate the customer experience.
• 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 and drive product improvements.
• 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, continuous learning, and mutual respect.
• Data‑Driven Decision Making – Analyze support data to uncover trends, forecast staffing needs, and recommend strategic initiatives that align with business goals. Translate data insights into actionable plans that drive measurable improvements.
• Stakeholder Collaboration – Work closely with product, engineering, and operations leaders to share customer feedback, prioritize feature requests, and ensure that support insights inform product roadmaps.
• Compliance & Risk Management – Ensure all support activities comply with industry regulations, data privacy standards, and internal policies. Proactively identify and mitigate risks that could impact customer trust or operational continuity.

Essential Qualifications

• Minimum 3 years of leadership experience in a customer support or service environment, preferably in a tech‑driven or fintech setting.
• At least 4 years of remote customer support experience within a high‑growth startup ecosystem.
• Proficiency with ticketing platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Strong written and verbal communication skills, with the ability to articulate complex issues clearly to both technical and non‑technical audiences.
• Data‑driven mindset: comfortable working with metrics, dashboards, and analytics tools (e.g., Tableau, Looker, Power BI).
• Proactive problem‑solving skills and a track record of implementing process improvements that result in measurable gains.
• Leadership style that balances empathy with accountability, inspiring teams to exceed expectations.
• Adaptability to fast‑paced environments and a willingness to learn new technologies and processes.

Preferred Qualifications

• Experience managing overnight or 24/7 support teams in a high‑volume environment.
• Background in the transportation or logistics industry, with a deep understanding of fleet operations.
• Knowledge of fuel management or fleet operations software and related APIs.
• Familiarity with remote collaboration tools (Slack, Teams, Zoom, etc.) and knowledge of remote team dynamics.
• Experience with performance coaching frameworks and OKR methodology.
• Certifications in customer experience management, Six Sigma, or related fields.

Core Competencies & Skills

• Customer‑Obsessed Mindset – Deeply understand the needs of truckers and prioritize their experience in every decision.
• Strategic Thinking – Translate data insights into actionable plans that drive business outcomes and support the company’s growth trajectory.
• Communication Excellence – Convey complex information in a clear, concise, and engaging manner across all channels.
• Team Building – Foster a culture of trust, collaboration, and continuous improvement, ensuring high engagement and low turnover.
• Technical Aptitude – Quickly learn and leverage new tools, APIs, and integrations to streamline support workflows.
• Resilience & Adaptability – Thrive under pressure, manage ambiguity, and pivot when necessary to keep the team on track.
• Analytical Rigor – Use data to diagnose issues, measure impact, and iterate on processes.
• Leadership Presence – Inspire confidence in both the team and cross‑functional partners through decisive action and transparent communication.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Overnight 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, with regular one‑on‑one coaching.
• Access to industry conferences, workshops, and training programs that keep you at the forefront of customer experience and logistics innovation.
• Clear promotion pathways to senior leadership roles within support, product, or operations, with a structured performance framework.
• Regular feedback loops and performance reviews that align with your career goals and personal development plans.
• Opportunities to lead cross‑departmental projects, giving you a holistic view of the business and a platform to showcase your impact.

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 and maintain work‑life balance.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions that foster camaraderie and continuous learning.
• A collaborative environment where ideas are welcomed, experimentation is encouraged, and failure is viewed as a learning opportunity.
• Transparent communication from leadership, with quarterly town halls, open Q&A sessions, and an open‑door policy for feedback.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion across all levels of the organization.

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) with generous coverage and low out‑of‑pocket costs.
• 401(k) plan with company matching to help you build long‑term financial security.
• Generous paid time off and a flexible vacation policy that encourages you to recharge and return refreshed.
• Annual company off‑site event (brighthush!) to celebrate wins, build camaraderie, and reinforce our shared mission.
• Continuous learning stipend for courses, certifications, and conferences that support your professional growth.
• Commuter benefits to support your travel needs, whether you’re driving a truck or commuting to a local office.
• On‑site snacks and lunch options (or virtual equivalents) to keep you energized and focused during the night shift.
• Wellness resources, including mental health support, mindfulness sessions, and access to fitness programs.

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.