Seasoned Remote Team Lead – Customer Support & Technical Escalations – SaaS & Networking Excellence

About brighthush

At brighthush, we’re redefining the future of the Internet by delivering software that makes secure, seamless interconnection effortless—no matter where teams are located. From hobbyists to multinational enterprises, every day our platform empowers users to protect their networks, share internal tools, and collaborate with confidence. Founded in 2019, brighthush operates as a fully distributed organization, backed by leading venture capital partners who share our vision for a safer, more intuitive digital world.

Our mission is simple: create an Internet that feels familiar, reliable, and safe. We do this by building a network layer that is invisible yet powerful, giving every user the ability to connect devices, services, and teams with a single click. As we grow, we’re looking for passionate, high‑impact leaders who can help us scale our customer experience while staying true to our core values of openness, collaboration, and continuous learning.

Why Join brighthush?

Working at brighthush means you’ll be part of a culture that values:

• Flexibility – Remote‑first by design, with the freedom to work from anywhere that has Wi‑Fi.
• Diversity & Inclusion – We actively seek diverse perspectives and foster an environment where every voice is heard.
• Growth & Development – Annual professional development budgets, mentorship programs, and clear internal promotion pathways.
• Impact – Your work will directly influence how millions of users secure and manage their digital lives.
• Compensation & Perks – Competitive base salary, equity, comprehensive benefits, and a generous paid‑time‑off policy.

Role Overview

We’re searching for a Remote Team Lead – Customer Support who will act as both a player and a coach, steering a team of 8‑10 support engineers toward excellence. You’ll bridge frontline technical troubleshooting with strategic alignment, ensuring that every support interaction reflects brighthush’s commitment to quality, speed, and customer delight.

Key Responsibilities

• Lead day‑to‑day support operations, ensuring that all tickets are handled within SLA/SLO parameters.
• Onboard, mentor, and coach direct reports, fostering a culture of continuous learning and high performance.
• Conduct regular 1:1s and performance reviews, aligning individual growth with team and company goals.
• Serve as the primary escalation point for complex technical issues and challenging customer situations.
• Collaborate with the VP of Customer Engineering to align team activities with the broader strategic roadmap.
• Partner with Support and CX Operations to refine workflows, improve tooling (e.g., Jira, Incident.io, Kapa.ai, PagerDuty), and streamline processes.
• Perform quality assurance reviews on tickets to maintain technical accuracy and brand voice.
• Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends and recommend improvements.
• Champion a data‑driven approach to support, using insights to drive operational efficiencies.
• Represent the voice of the customer within cross‑functional teams, influencing product and engineering decisions.

Essential Qualifications

• Minimum of 4 years in a technical support role within a SaaS environment.
• At least 1 year of formal leadership, management, or mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing.
• Proficiency with networking and security concepts; experience with Kubernetes is a plus.
• Hands‑on experience with identity management and SSO integrations (e.g., Okta, Azure AD, Google).
• Familiarity with supporting customers across multiple operating systems (Linux, macOS, Windows).
• Demonstrated ability to optimize support workflows and tooling.
• Data‑driven mindset with a track record of using metrics to improve service quality.
• Excellent communication skills—capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced environment while juggling multiple priorities.

Preferred Qualifications

• Experience managing remote teams across multiple time zones.
• Background in product support for security‑centric or networking products.
• Knowledge of incident management platforms and ticketing systems beyond the basics.
• Experience with customer success metrics and continuous improvement frameworks.
• Prior exposure to equity‑based compensation and startup culture.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Technical Acumen – Deep understanding of networking, security, and cloud infrastructure.
• Strategic Thinking – Aligning day‑to‑day operations with long‑term business objectives.
• Analytical Mindset – Turning data into actionable insights.
• Customer‑Centricity – Delivering exceptional service that exceeds expectations.
• Collaboration – Working effectively with engineering, product, and operations teams.
• Adaptability – Navigating change in a dynamic, distributed environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Engineering or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product roadmaps and customer success strategies.
• Participate in leadership development programs and executive mentorship.
• Earn a $1,500 annual stipend for professional development courses, conferences, or certifications.
• Take advantage of our internal promotion pipeline, ensuring that your growth trajectory aligns with your aspirations.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means:

• Flexible work hours that respect personal commitments and time zones.
• Regular virtual team huddles, knowledge‑sharing sessions, and informal “coffee chats.”
• Annual company retreats and regional off‑sites that bring teams together for strategy, bonding, and fun.
• Access to a corporate co‑working program, allowing you to work from brighthush‑partnered spaces worldwide.
• Inclusive hiring practices, with a commitment to equal opportunity and accessibility.

Compensation & Benefits

While the exact offer will vary based on experience and skill set, the typical compensation package includes:

• Competitive base salary (US range: $160,000 – $160,000).
• Equity incentive plan, aligning your success with the company’s growth.
• Comprehensive health, vision, and dental benefits with no waiting period.
• Generous paid time off, including parental leave up to 26 weeks.
• Monthly home‑internet reimbursement and a $1,000 stipend to build your home office.
• Annual professional development budget ($1,500).
• Flexible work arrangements and a supportive, inclusive culture.

How to Apply

If you’re ready to lead a high‑performing support team, drive customer success, and shape the future of secure connectivity, we’d love to hear from you. Submit your application through the link below and join the brighthush family.

Apply to this role at brighthush

Commitment to Accessibility & Inclusion

brighthush is dedicated to providing an accessible hiring process. If you need accommodations at any stage of the recruitment process, please let us know. All official communications will come from verified brighthush email addresses.