Seasoned Remote Customer Support Manager – Strategic Leadership, Debt Collection Excellence, and Customer Experience Innovation

About brighthush and the Future of Energy

brighthush is a trailblazing energy solutions provider that fuses cutting‑edge technology with a steadfast commitment to sustainability. Born in Norway—a nation renowned for its abundant natural resources and green energy initiatives—brighthush now operates from a strategically positioned headquarters in Germany. Our mission is to empower businesses and consumers alike with reliable, eco‑friendly power solutions that drive growth, resilience, and long‑term value.

As the global energy market evolves, brighthush stands at the forefront of innovation, offering a portfolio that ranges from renewable generation to smart grid integration. Our culture is built on transparency, collaboration, and a relentless pursuit of excellence. We believe that exceptional customer service is the cornerstone of lasting relationships, and we are looking for a dynamic leader to elevate our remote support team to new heights.

Why Join brighthush?

At brighthush, you will:

• Lead a high‑performing remote team that delivers world‑class support to a diverse customer base.
• Shape and refine customer service policies that align with our sustainability goals.
• Drive debt‑collection initiatives that protect our financial health while maintaining customer trust.
• Collaborate across departments—sales, finance, product, and engineering—to create a seamless customer journey.
• Enjoy a flexible, fully remote work environment that supports work‑life balance.
• Benefit from continuous learning opportunities, including leadership training, industry certifications, and cross‑functional projects.

Key Responsibilities

Team Leadership & Development

• Recruit, onboard, and mentor a geographically dispersed team of customer support representatives.
• Establish clear performance metrics and conduct regular coaching sessions to drive improvement.
• Facilitate knowledge sharing through virtual workshops, best‑practice playbooks, and peer‑review sessions.
• Champion a culture of accountability, empathy, and continuous improvement.

Customer Experience Management

• Design and implement customer service policies that reflect brighthush’s values and industry standards.
• Analyze customer feedback, support tickets, and call recordings to identify trends and root causes.
• Collaborate with product and engineering teams to translate insights into actionable product enhancements.
• Ensure consistent, high‑quality interactions across all channels—phone, email, chat, and social media.

Debt Collection & Financial Stewardship

• Oversee the debt‑collection process for delinquent accounts, ensuring compliance with local regulations.
• Develop and execute strategies to reduce outstanding balances while preserving customer relationships.
• Work closely with finance to reconcile collections data and forecast cash‑flow impacts.
• Maintain accurate records of collection activities and outcomes in the CRM system.

Process Improvement & Cross‑Functional Collaboration

• Lead initiatives to streamline support workflows, reduce response times, and increase first‑contact resolution.
• Collaborate with marketing to align support messaging with brand voice and campaign objectives.
• Partner with sales to identify upsell opportunities and provide feedback on customer pain points.
• Coordinate with IT to implement new tools, integrations, and automation that enhance team productivity.

Essential Qualifications

• Minimum of 5 years’ experience in customer support, with at least 2 years in a managerial or supervisory role.
• Proven track record of building and scaling remote support teams.
• Strong analytical skills, with the ability to interpret data and translate findings into actionable strategies.
• Excellent written and verbal communication skills in English; proficiency in German or Norwegian is a plus.
• Hands‑on experience with customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Demonstrated ability to manage debt‑collection processes and navigate regulatory frameworks.
• High emotional intelligence and conflict‑resolution aptitude.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field; advanced degrees or certifications (e.g., Certified Customer Experience Professional) are advantageous.
• Experience in the energy or utilities sector, with an understanding of industry‑specific challenges and customer expectations.
• Familiarity with agile methodologies and continuous improvement frameworks such as Six Sigma or Kaizen.
• Knowledge of data privacy regulations (GDPR, CCPA) and experience ensuring compliance in customer interactions.

Core Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Debt‑Collection & Financial Acumen
• Process Optimization & Automation
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Technology Savvy (CRM, Helpdesk, Analytics Tools)

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Remote Customer Support Manager, you will:

• Lead high‑impact projects that shape the future of our customer experience strategy.
• Participate in leadership development programs that cover strategic thinking, stakeholder management, and change leadership.
• Access industry conferences, webinars, and workshops to stay ahead of emerging trends in energy and customer service.
• Benefit from mentorship programs that pair you with senior executives across the organization.
• Explore lateral moves into product management, operations, or finance, leveraging your deep customer‑centric insights.

Work Environment & Company Culture

brighthush is committed to fostering an inclusive, collaborative, and innovative workplace—no matter where our team members are located. Our culture is defined by:

• Remote‑first flexibility that supports diverse lifestyles and time zones.
• Transparent communication channels, including weekly all‑hands meetings and real‑time collaboration tools.
• A focus on sustainability, with initiatives such as carbon‑neutral office practices and community outreach programs.
• Recognition programs that celebrate individual and team achievements.
• A supportive environment that encourages experimentation, learning from failures, and celebrating successes.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for remote customer support leadership roles.
• Performance‑based bonuses tied to team metrics, customer satisfaction scores, and debt‑collection targets.
• Health and wellness benefits, including comprehensive medical, dental, and vision coverage.
• Flexible paid time off (PTO) and a generous holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Technology stipend to equip you with the best tools for remote work.

How to Apply

If you are a results‑driven leader with a passion for customer experience and a desire to make a tangible impact in the energy sector, we want to hear from you. Please submit your resume and a cover letter that highlights your relevant experience, leadership philosophy, and why you are excited about the opportunity at brighthush.

Join us in shaping the future of sustainable energy—one satisfied customer at a time.