Seasoned Remote Team Lead – Customer Support & Technical Escalations for a Distributed SaaS Innovator at brighthush

About brighthush

brighthush is a trailblazing, fully distributed SaaS company that is redefining how teams connect, collaborate, and secure their digital environments. Founded in 2019, we have grown from a small startup into a global network of engineers, designers, and support specialists who share a single mission: to build a safer, more intuitive Internet that empowers every user, from hobbyists in their garages to multinational enterprises scaling their digital infrastructure.

Our culture is built on flexibility, transparency, and a relentless commitment to continuous learning. We operate with a flat hierarchy, open‑door communication, and a “no‑meeting” day each month to give our people the space to innovate and recharge. At brighthush, you’ll find a community that celebrates diversity, encourages curiosity, and rewards results.

Why This Role Matters

Customer support is the heartbeat of any SaaS product. It is the first line of defense against frustration, the bridge between our engineering teams and the real world, and the source of invaluable feedback that drives product evolution. As a seasoned Remote Team Lead, you will shape the experience of millions of users, mentor a high‑performing support squad, and influence the strategic direction of our customer success organization.

Key Responsibilities

• Team Leadership & Operations: Manage day‑to‑day operations for a team of 8–10 support engineers, ensuring every ticket is resolved with speed, accuracy, and empathy.
• Onboarding & Culture: Design and execute a comprehensive onboarding program that equips new hires with the technical knowledge, brand values, and collaborative mindset that define brighthush.
• Coaching & Development: Conduct regular one‑on‑ones, performance reviews, and career‑coaching sessions to foster growth, engagement, and retention.
• SLA/SLO Management: Monitor response and resolution times, proactively identify bottlenecks, and implement process improvements to maintain SLA and SLO compliance.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer situations, collaborating closely with engineering, product, and security teams.
• Strategic Alignment: Translate the high‑level roadmap set by the VP of Customer Engineering into actionable tasks, ensuring the team’s efforts are aligned with company goals.
• Workflow & Tooling Optimization: Partner with Customer Experience Operations to refine workflows, improve tooling (Jira, brighthush, brighthush, brighthush), and automate repetitive tasks.
• Quality Assurance: Perform quality reviews on support tickets to ensure technical accuracy, brand consistency, and a delightful customer experience.
• Data‑Driven Insights: Analyze support data, CSAT scores, and trend reports to identify improvement opportunities and present findings to leadership.
• Metrics Champion: Track key metrics such as CSAT, Time‑to‑First‑Response (TTFR), and Time‑to‑Resolution (TTR) to drive continuous improvement.

Essential Qualifications

• Minimum of 4 years of experience in a technical support role within a SaaS environment.
• At least 1 year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing, and basic troubleshooting of Linux, macOS, and Windows.
• Proficiency with identity management and SSO integrations (e.g., brighthush, brighthush, brighthush).
• Experience with container orchestration (k8s) is a plus.
• Excellent communication skills, with the ability to translate complex technical concepts to both customers and internal stakeholders.
• Data‑driven mindset: comfortable working with metrics, dashboards, and reporting tools.
• Thrives in a fast‑paced, distributed environment with competing priorities.

Preferred Qualifications

• Hands‑on experience with incident management platforms such as brighthush and brighthush.
• Background in building or improving internal support tooling (e.g., brighthush, custom knowledge bases).
• Experience in a high‑growth startup or scale‑up setting, where processes evolve rapidly.
• Knowledge of security best practices and compliance frameworks (e.g., SOC 2, ISO 27001).
• Previous exposure to customer‑facing roles in the cybersecurity or networking space.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a high‑performing team.
• Technical Acumen: Deep understanding of networking, cloud infrastructure, and identity solutions.
• Process Optimization: Skilled at mapping workflows, identifying inefficiencies, and implementing automation.
• Customer‑Centric Mindset: Passionate about delivering exceptional support experiences.
• Analytical Thinking: Strong ability to interpret data, spot trends, and recommend actionable improvements.
• Communication: Clear, concise, and persuasive in both written and verbal interactions.
• Adaptability: Comfortable navigating ambiguity and driving change in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Team Lead, you will:

• Lead cross‑functional initiatives that expose you to product, engineering, and sales teams.
• Participate in leadership training programs that sharpen your strategic thinking and decision‑making.
• Earn a yearly stipend of $1,500 for courses, certifications, or conferences that align with your career goals.
• Benefit from mentorship by senior leaders who have navigated similar growth trajectories.
• Have clear pathways to senior leadership roles such as Director of Customer Engineering or VP of Customer Success.

Work Environment & Culture

brighthush is a fully remote, distributed company that values flexibility, autonomy, and collaboration. Our culture is built on:

• Inclusive hiring practices that celebrate diverse voices and backgrounds.
• Transparent communication—weekly all‑hands meetings, open‑door policy, and real‑time feedback loops.
• Work‑life balance: generous paid time off, flexible scheduling, and a “no‑meeting” day each month.
• Community engagement: virtual social events, in‑person retreats, and a corporate co‑working program at brighthush‑owned spaces.
• Health & Wellness: comprehensive group benefits covering health, vision, dental, and mental‑health resources.
• Parental leave: generous paid leave from day one, with top‑ups for up to 26 weeks.

Compensation & Benefits

While the base salary for this role is competitive within the industry, we also offer:

• Equity incentive plan that aligns your success with the company’s growth.
• Variable commission for quota‑based roles (if applicable).
• Monthly home‑internet reimbursement and a $1,000 stipend to build your ideal home office.
• Unlimited paid time off policy to support personal and professional commitments.
• Health, vision, dental, and mental‑health coverage with no waiting period.
• Access to a curated library of learning resources, books, and tech courses.

Ready to Make an Impact?

If you are a seasoned support leader who thrives in a fast‑paced, distributed environment, and you want to shape the future of customer experience for a global SaaS platform, brighthush invites you to join our mission. Bring your expertise, your passion for coaching, and your data‑driven mindset to a team that values autonomy, transparency, and continuous growth.

Apply today and help us build a safer, more Apply for this job