Seasoned Remote Customer Support Team Lead – Championing Technical Excellence, Team Growth, and Customer Success in a Distributed SaaS Ecosystem

About brighthush

brighthush is on a bold mission to reshape the Internet by delivering software that makes secure, seamless connectivity effortless for everyone—whether you’re a hobbyist tinkering at home or a multinational enterprise safeguarding critical data. Since our founding in 2019, we’ve grown into a fully distributed, remote‑first organization that thrives on collaboration, innovation, and an unwavering focus on customer success. Backed by leading investors who share our vision for a safer, more accessible digital world, brighthush empowers its people to work from anywhere, fostering a culture of trust, autonomy, and continuous learning.

Our products protect networks, streamline access to internal tools, and keep digital lives running smoothly. Every day, thousands of users worldwide rely on brighthush to secure their connections, share resources, and stay productive. If you’re passionate about building technology that empowers people and transforms how the world connects, brighthush is the place to bring your expertise to life.

Why Join brighthush?

• Impactful Work – Your leadership will shape the experience of thousands of users worldwide, ensuring they receive timely, high‑quality support that reflects brighthush’s commitment to excellence.
• Growth & Development – We invest in your professional journey with a dedicated budget for training, mentorship, and internal promotion pathways.
• Inclusive Culture – Diversity, equity, and inclusion are at the heart of everything we do. We celebrate authentic voices and provide a flexible environment where you can be your true self.
• Competitive Compensation – A comprehensive package that includes a base salary, equity, and benefits designed to support your well‑being and future.
• Work‑Life Harmony – Flexible schedules, generous paid time off, and a home‑office stipend help you balance personal and professional priorities.

Role Overview

As the Remote Customer Support Team Lead at brighthush, you will serve as both a strategic partner and a hands‑on coach. You will manage a team of 8‑10 support engineers, ensuring they deliver exceptional service while growing their technical and leadership skills. Your influence will extend beyond day‑to‑day operations; you will collaborate with product, engineering, and customer experience teams to align support workflows with the broader business roadmap.

Key Responsibilities

• Team Leadership & Development – Onboard new hires, mentor engineers, conduct regular 1:1s, and lead performance reviews to foster a culture of continuous improvement.
• Operational Excellence – Oversee the support queue, enforce SLA/SLO compliance, and manage escalations to maintain high customer satisfaction.
• Strategic Alignment – Partner with the VP of Customer Engineering to translate departmental goals into actionable team objectives.
• Process & Tool Optimization – Work with CX Operations to refine workflows, improve tooling (brighthush’s internal ticketing system, incident management, and knowledge base), and implement automation where possible.
• Quality Assurance – Perform regular QA reviews on tickets to ensure technical accuracy, consistency, and brand voice.
• Data‑Driven Insights – Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends, surface insights, and recommend product improvements.
• Escalation Management – Act as the primary escalation point for complex technical issues and challenging customer situations, ensuring timely resolution and customer retention.
• Cross‑Functional Collaboration – Liaise with engineering, product, and sales teams to communicate customer pain points and influence roadmap decisions.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals (TCP/IP, DNS, firewalls, routing).
• Proficiency with networking and security concepts; experience with container orchestration (k8s) is a plus.
• Hands‑on experience with identity management and SSO integrations (Okta, Azure AD, Google).
• Familiarity with supporting customers across multiple operating systems (Linux, macOS, Windows).
• Demonstrated ability to design, implement, and optimize support workflows and tooling.
• Data‑driven mindset: comfortable tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills, capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced, distributed environment while juggling multiple priorities.

Preferred Qualifications

• Experience with cloud networking and security (e.g., VPN, zero‑trust architectures).
• Background in incident response and post‑mortem analysis.
• Knowledge of automation tools (e.g., scripting, API integrations) to streamline support processes.
• Previous exposure to high‑volume support environments with strict SLA requirements.
• Strong understanding of customer success metrics and how they influence product strategy.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop a high‑performing team.
• Technical Acumen – Deep understanding of networking, security, and cloud technologies.
• Strategic Thinking – Align operational goals with business objectives and product roadmaps.
• Communication – Clear, concise, and empathetic communication across all levels.
• Analytical – Proficient in data analysis, trend identification, and actionable insights.
• Adaptability – Comfortable navigating ambiguity and driving change in a dynamic environment.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you will:

• Progress to senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and customer success programs.
• Access a dedicated budget for professional development, including conferences, certifications, and advanced training.
• Participate in mentorship programs, both as a mentor and mentee, to broaden your skill set.
• Engage in quarterly hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture at brighthush

• Remote‑First, Distributed Team – Work from anywhere with a flexible schedule that respects your personal commitments.
• Collaborative & Transparent – Open communication channels, regular all‑hands meetings, and a culture that values transparency.
• Inclusive & Diverse – We actively foster an environment where diverse perspectives are celebrated and inclusion is a daily practice.
• Continuous Learning – Access to internal knowledge bases, peer‑learning sessions, and external learning resources.
• Community & Social – Virtual and in‑person social events, team off‑sites, and a corporate co‑working program that lets you visit local workspaces.

Compensation, Perks, and Benefits

• Competitive Base Salary – Target range: $160,000 – $160,000 USD (subject to experience and skill set).
• Equity & Incentives – Participate in brighthush’s equity incentive plan to share in the company’s growth.
• Health & Wellness – Comprehensive group benefits covering health, vision, dental, and more with no waiting period.
• Paid Time Off – Generous PTO, sick leave, and personal days to support work‑life balance.
• Home Office Stipend – $1,000 USD to customize your workstation, plus a monthly home internet reimbursement.
• Parental Leave – Generous parental leave program from day one, with top‑ups for up to 26 weeks.
• Professional Development – $1,500 USD annually for courses, certifications, or conferences.
• Flexible Work Arrangements – Remote‑first policy with optional in‑office collaboration when needed.

How to Apply

If you are passionate about leading a high‑performing support team, driving customer success, and shaping the future of secure connectivity, we want to hear from you. Join brighthush and be part of a mission‑driven, inclusive, and innovative organization that values your expertise and empowers you to grow.

Ready to take the next step? Submit your application through our careers portal and let’s build the future of the Internet together.