Seasoned Senior Customer Experience Leadership Manager – Americas (Mexico) – Remote, AI‑Powered, High‑Impact Role Driving Customer Support Excellence, Process Optimization, and Team Development at brighthush

About brighthush – Pioneering the Future of Travel Tech

brighthush is not just a software provider; we are the architects of the next generation of travel and event experiences. Our platform empowers event organizers, tour operators, and travel agencies to orchestrate seamless journeys that blend logistics, personalization, and adventure into one unforgettable package. By marrying cutting‑edge AI, data analytics, and a passion for exploration, we transform complex itineraries into simple, engaging, and hassle‑free experiences for millions of travelers worldwide.

Why brighthush is the Ideal Destination for Your Career Growth

Customer support is the heartbeat of any tech‑driven organization, and at brighthush it’s the core of our customer experience strategy. We’re looking for a seasoned leader who thrives on turning challenges into opportunities, who can inspire a high‑performing team, and who can drive measurable impact in a fast‑paced, data‑driven environment. If you’re ready to shape the future of travel tech, you’ll find a culture that values innovation, transparency, and continuous learning.

Key Responsibilities

• Lead and Inspire a High‑Performing Team: Oversee a diverse group of support agents across the Americas, cultivating a culture of collaboration, continuous improvement, and unwavering customer‑centricity. Mentor managers, set clear expectations, and celebrate wins that reinforce our shared mission.
• Strategic Process Optimization: Design, implement, and refine support workflows using brighthush’s proprietary platform and suite of tools. Identify bottlenecks, automate repetitive tasks, and create scalable processes that adapt to seasonal peaks and new product launches.
• Data‑Driven Decision Making: Own and analyze key performance indicators (KPIs) such as response time, resolution rate, CSAT, and NPS. Translate insights into actionable strategies that drive measurable improvement and align with corporate goals.
• Escalation Management: Serve as the primary point of contact for complex, high‑impact customer issues. Coordinate cross‑functional teams—Product, Engineering, Marketing—to achieve swift, satisfactory resolutions while maintaining transparency with stakeholders.
• AI & Automation Integration: Champion the adoption of AI agents and chatbots to enhance self‑service options, reduce ticket volume, and elevate the overall customer experience. Evaluate emerging AI solutions, pilot new features, and measure ROI.
• Talent Development: Conduct regular coaching sessions, performance reviews, and training workshops to elevate agent skill sets and accelerate career trajectories. Build a talent pipeline that supports future leadership roles.
• Stakeholder Collaboration: Partner with Product, Engineering, and Marketing to relay customer feedback, influence roadmap decisions, and ensure alignment across the organization. Translate frontline insights into product enhancements.
• Compliance & Quality Assurance: Maintain rigorous quality standards, audit processes, and documentation to meet regulatory and internal compliance requirements. Lead continuous improvement initiatives that reduce errors and improve service consistency.

Essential Qualifications

• 3–4 years of progressive experience managing customer support teams in a SaaS or tech environment, with a proven record of delivering measurable improvements in service metrics.
• 1–3 years of hands‑on administration with brighthush and experience configuring brighthush’s proprietary platform, ensuring seamless integration across the customer journey.
• Fluent in both English and Spanish, with exceptional written and verbal communication skills that enable clear, empathetic interactions with a global customer base.
• Proven track record of implementing AI‑driven support solutions and improving key metrics such as CSAT, NPS, and first‑contact resolution.
• Strong analytical mindset with the ability to interpret data, identify trends, and drive actionable change that aligns with business objectives.
• Full legal right to work in Mexico and willingness to work flexible hours, including occasional weekends, to support a global customer base.

Preferred Qualifications

• Experience in the travel or hospitality industry, especially with event‑centric platforms, providing deep insight into the unique challenges of this sector.
• Background in coaching and developing high‑potential talent, with a history of building high‑performing teams that exceed expectations.
• Knowledge of additional customer support tools such as Zendesk, Freshdesk, or ServiceNow, and experience integrating them with brighthush’s ecosystem.
• Experience managing remote teams across multiple time zones, demonstrating strong communication, organization, and cultural sensitivity.

Skills & Competencies

• Leadership & Team Building: Inspire, motivate, and develop a diverse team of support professionals.
• Strategic Planning & Execution: Translate business goals into actionable plans and execute them with precision.
• Process Improvement & Automation: Identify inefficiencies and implement automated solutions that enhance productivity.
• Data Analysis & KPI Management: Leverage data to drive decisions and measure success.
• Customer‑Centric Mindset: Prioritize the customer experience in every decision.
• Cross‑Functional Collaboration: Work effectively with Product, Engineering, Marketing, and other stakeholders.
• Conflict Resolution & Escalation Management: Resolve complex issues with calm, decisive action.
• Adaptability & Resilience: Thrive in a fast‑changing environment and lead teams through change.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. You’ll have access to:

• Mentorship programs with senior leaders across product, engineering, and operations.
• Regular training sessions on emerging technologies, AI, and customer experience best practices.
• Clear career pathways from Support Manager to Director of Customer Experience, and beyond.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• Annual conferences and workshops that keep you at the forefront of industry trends.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Mexico while staying connected to a global team. We value:

• Transparency and open communication across all levels.
• Innovation and experimentation that encourages new ideas.
• Work‑life balance and flexibility to support personal and professional commitments.
• Diversity, equity, and inclusion at every level of the organization.
• Community engagement and volunteer opportunities that reflect our commitment to making a positive impact.

Compensation & Perks

• Competitive salary range: USD 45,000 – 50,000 per year, commensurate with experience.
• Performance‑based bonuses tied to team and individual KPIs.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Comprehensive parental leave policy supporting new parents.
• Health, dental, and vision insurance for eligible employees.
• Monthly wellness stipend and access to virtual fitness classes.
• Annual team retreats and quarterly virtual social events.
• Equity options for senior leadership roles.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to lead a passionate support team, drive innovation, and help shape the future of travel tech, we’d love to hear from you. Submit your resume and a brief cover letter outlining your experience and why you’re excited about this role at brighthush.

Join brighthush Today

Become part of a company that’s redefining travel, one event at a time. Your expertise in customer support, combined with our platform’s potential, can create unforgettable journeys for millions. Apply now and let’s build the future of travel together.