Seasoned Remote Team Lead – Customer Support & Technical Operations – Championing Global SaaS Network Innovation

About brighthush

At brighthush, we’re on a relentless mission to make the internet safer, simpler, and more reliable for everyone. Our cutting‑edge networking solutions empower individuals, startups, and enterprises to connect, collaborate, and secure their digital environments with confidence. As a fully distributed, remote‑first organization, we thrive on curiosity, ownership, and a laser focus on customer success. If you’re passionate about building resilient, secure networks and want to shape the future of connectivity, brighthush is the place for you.

Why Join brighthush?

We believe that great work happens when people feel valued, challenged, and supported. That’s why we offer a competitive total compensation package that includes a base salary, equity, and a comprehensive benefits suite. Beyond the numbers, we provide:

• Unlimited paid time off and a flexible work schedule that lets you blend life and work seamlessly.
• A build‑your‑own home office stipend of $1,000 and a monthly internet reimbursement to create a workspace that inspires you.
• An annual professional development budget of $1,500, plus mentorship, coaching, and clear internal promotion pathways.
• Generous parental leave that starts from day one, with top‑ups for up to 26 weeks.
• Access to a global network of peers through virtual and in‑person events, including an annual retreat and regional off‑sites.
• A culture that celebrates diversity, equity, and inclusion, with a commitment to fair and equitable pay across all roles.

Position Overview

We’re looking for an energetic, player‑coach to lead our Customer Support and Technical Operations teams. In this role, you’ll be the linchpin that ensures our customers receive world‑class service while our internal operations run like a well‑tuned machine. You’ll mentor a distributed team, drive process excellence, and collaborate closely with product, engineering, and sales to deliver seamless, secure network experiences worldwide.

Key Responsibilities

• Team Leadership & Development: Build, coach, and inspire a high‑performing remote team of support engineers and operations specialists. Conduct regular one‑on‑ones, performance reviews, and career development plans.
• Customer Success & Escalation Management: Own the end‑to‑end lifecycle of complex customer issues, ensuring rapid resolution and proactive communication. Set and maintain service level agreements (SLAs) that exceed industry standards.
• Process & Tool Optimization: Design, implement, and refine support workflows, knowledge bases, and automation scripts. Leverage ticketing, monitoring, and analytics tools to drive efficiency.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales to translate customer feedback into product enhancements and operational improvements.
• Metrics & Reporting: Define key performance indicators (KPIs), generate dashboards, and present insights to senior leadership. Use data to identify trends, forecast capacity, and inform strategic decisions.
• Security & Compliance Oversight: Ensure all support and operations activities adhere to brighthush’s security policies and industry regulations (e.g., GDPR, SOC 2).
• Continuous Improvement: Champion a culture of learning, experimentation, and iterative improvement across the support and operations functions.

Essential Qualifications

• Minimum 5 years of experience in customer support or technical operations, with at least 2 years in a leadership role.
• Proven track record of managing remote teams and delivering high‑quality service at scale.
• Strong technical foundation in networking, cloud infrastructure, and SaaS platforms.
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts for diverse audiences.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow), monitoring tools (e.g., Datadog, New Relic), and automation frameworks.
• Demonstrated ability to analyze data, identify root causes, and implement corrective actions.
• Commitment to fostering an inclusive, collaborative, and high‑performance culture.

Preferred Qualifications

• Background in cybersecurity or network security operations.
• Experience with incident response, vulnerability management, or threat intelligence.
• Knowledge of DevOps practices and CI/CD pipelines.
• Certifications such as CompTIA Network+, CCNA, or equivalent.
• Previous experience in a fast‑growth SaaS company or startup environment.
• Fluency in multiple languages is a plus.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset with a passion for delighting users
• Analytical & Data‑Driven Decision Making
• Process Design & Continuous Improvement
• Technical Troubleshooting & Root Cause Analysis
• Effective Cross‑Functional Collaboration
• Adaptability & Resilience in a Rapidly Evolving Environment
• Strong Coaching & Mentoring Abilities

Career Growth & Learning Opportunities

At brighthush, we view talent development as a core pillar of our success. As Team Lead, you’ll have access to:

• Structured leadership development programs that cover strategic planning, people management, and advanced technical topics.
• Mentorship from senior executives and industry experts.
• Opportunities to lead cross‑departmental initiatives, such as product launches or global service expansions.
• Clear promotion pathways to Director of Customer Success, Head of Operations, or even VP roles.
• Regular hackathons, knowledge‑sharing sessions, and tech talks to keep you at the forefront of networking and SaaS innovation.

Work Environment & Company Culture

brighthush is a remote‑first, distributed organization that values autonomy, transparency, and collaboration. Our culture is built on:

• Trust: We empower teams to make decisions and take ownership.
• Inclusivity: We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Continuous Learning: We invest in your growth through courses, conferences, and internal knowledge bases.
• Work‑Life Balance: Flexible schedules, unlimited PTO, and a focus on results over hours.
• Community: Regular virtual meetups, an annual global retreat, and regional off‑sites to strengthen bonds.

Compensation, Perks & Benefits

While the exact figures vary by role and experience, our compensation philosophy is transparent and competitive:

• Base Salary: Market‑aligned and reviewed annually.
• Equity: Stock options that vest over four years, giving you a stake in brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement: 401(k) with company match.
• Paid Time Off: Unlimited PTO, flexible holidays, and a generous parental leave policy.
• Home Office Support: $1,000 build‑your‑own stipend and monthly internet reimbursement.
• Professional Development: $1,500 annual budget for courses, certifications, and conferences.
• Additional perks such as a global travel stipend, on‑site wellness programs, and a vibrant virtual community.

How to Apply

If you’re ready to lead a dynamic team, drive customer success, and shape the future of secure, global SaaS networks, we’d love to hear from you. Submit your resume, a brief cover letter outlining your leadership philosophy, and any relevant portfolio or case studies through our careers portal. For more details, visit our job posting and apply today.

Join brighthush – Where Innovation Meets Impact

At brighthush, you’ll be part of a mission‑driven team that’s redefining how the world connects. Your leadership will directly influence the experience of millions of customers worldwide, ensuring they stay secure, productive, and connected. If you’re a visionary, data‑driven, and customer‑obsessed leader ready to make a tangible impact, we invite you to bring your expertise to brighthush and help us build the next generation of resilient, secure networks.