Seasoned Senior Customer Service Manager – Global Operations & Experience Excellence – Remote Leadership Role Driving Customer Delight Across Continents

Welcome to brighthush – Where Every Delivery Tells a Story

At brighthush, we believe that the heartbeat of any logistics ecosystem is the customer. From the first click to the final signature, every interaction shapes the narrative of trust, reliability, and delight. Our mission is to transform the complex world of parcel delivery into a seamless, data‑driven experience that empowers both consumers and businesses alike. As we expand our footprint across North America, Europe, and Asia, we’re looking for a visionary leader to elevate our customer‑service organization to new heights.

About brighthush

Founded on the conviction that technology can untangle the most intricate supply‑chain puzzles, brighthush has evolved from a price‑comparison engine into a full‑stack logistics powerhouse. Today, our platform serves over 5 million users annually, connecting them with the best shipping options across a network of more than 200 carriers worldwide. In 2026, we launched brighthush Pro, a Transport Management Solution (TMS) that empowers retailers to manage carrier relationships, ship on subscription, and orchestrate every facet of their logistics through a single, intuitive interface.

Our remote‑first culture thrives on autonomy, collaboration, and a relentless pursuit of innovation. With a team of 120+ professionals spread across North America, Europe, and Asia, we celebrate diversity, foster psychological safety, and reward ideas that drive customer delight.

Why Join brighthush?

• Lead a high‑performing, fully remote team of 50+ customer‑service professionals across multiple time zones.
• Shape the future of our customer‑experience strategy as we scale into the United States, Europe, and beyond.
• Own the end‑to‑end journey of our consumers and enterprise partners, turning feedback into actionable improvements.
• Enjoy a flexible, remote‑first work environment with no commute, no office politics, and a culture that values work‑life balance.
• Benefit from competitive compensation, performance bonuses, equity participation, and a comprehensive benefits package.
• Access continuous learning opportunities, mentorship programs, leadership workshops, and industry conferences.
• Be part of a company that celebrates diversity, fosters psychological safety, and rewards innovative ideas that drive customer delight.

Key Responsibilities

As the Senior Customer Service Manager, you will be the linchpin that connects frontline teams, cross‑functional partners, and strategic initiatives. Your day‑to‑day focus will include:

• Team Leadership & Development: Mentor and empower a network of team leaders who oversee a 50‑strong remote customer‑service squad. Set clear performance expectations, coach leaders on coaching, and foster a culture of high accountability and continuous improvement.
• Cross‑Department Collaboration: Partner with Customer Experience, Quality Assurance, Product, Marketing, and Technology teams to align service delivery with business objectives and customer expectations.
• Process & Automation Design: Identify bottlenecks, propose automation solutions, and work with engineering to implement tools that reduce manual effort and improve service speed.
• Customer Feedback & Insight: Own the collection, analysis, and reporting of customer feedback from surveys, reviews, and support interactions. Translate insights into actionable improvements.
• Service Metrics & Quality: Track key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), first‑contact resolution, and average handling time. Use data to drive continuous quality enhancements.
• Communication Strategy: Design and refine communication flows that keep customers informed about delivery status, service disruptions, and issue resolutions across all channels.
• Innovation & New Service Enablement: Champion new initiatives that elevate the customer experience, such as self‑service portals, proactive notifications, or AI‑powered support tools.
• Vendor & Partner Relations: Liaise with our courier partners to ensure they meet or exceed the service standards expected by our customers.
• Escalation Management: Serve as the escalation point for complex or high‑impact customer issues, ensuring timely resolution and learning capture.
• Strategic Planning: Contribute to the long‑term customer‑service roadmap, aligning with brighthush’s global expansion strategy.

Essential Qualifications

• Minimum of 10 years of progressive customer‑service experience, with a proven track record of driving measurable improvements.
• At least 7 years in a managerial role overseeing large, distributed teams (40–50+ direct reports).
• Demonstrated success in fast‑paced, high‑volume, high‑pressure environments.
• Strong decision‑making skills with a data‑driven, analytical mindset.
• Proven expertise in process optimisation, automation, or continuous‑improvement projects.
• Excellent written and verbal communication skills in English.
• High typing speed (≥ 40 wpm) and proficiency with customer‑service platforms and CRM systems.
• Diplomatic, customer‑centric approach to handling complaints and escalations.
• Experience serving both consumer and business customers is highly desirable.
• Familiarity with the parcel delivery, logistics, or e‑commerce sector is a plus.

Preferred Qualifications

• Experience managing cross‑regional teams across multiple time zones.
• Background in SaaS or technology‑driven service environments.
• Knowledge of advanced analytics tools (e.g., Tableau, Power BI) for performance reporting.
• Experience with customer‑experience frameworks such as CX Mapping or Voice‑of‑Customer programs.
• Leadership in change‑management initiatives during periods of rapid growth or market expansion.

Core Competencies & Skills

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing teams in a remote setting.
• Strategic Thinking: Translate business goals into actionable service‑delivery plans.
• Problem‑Solving: Resolve complex issues quickly while maintaining a calm, solution‑oriented mindset.
• Collaboration: Work seamlessly with cross‑functional partners to drive shared outcomes.
• Process Mindset: Constantly seek ways to streamline operations and reduce friction.
• Customer Focus: Deep empathy for both consumer and B2B customers, understanding their distinct needs.
• Data Literacy: Use metrics and analytics to inform decisions and measure impact.
• Tech Savvy: Comfortable navigating CRM systems, ticketing tools, and data dashboards.
• Adaptability: Thrive in a dynamic environment with shifting priorities and rapid change.

Career Growth & Development

At brighthush, we believe that your growth is our success. As the Senior Customer Service Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Global Operations.
• Lead cross‑departmental initiatives that shape the future of our platform and customer‑service strategy.
• Participate in executive‑level strategy sessions, influencing product roadmaps and market expansion plans.
• Access a robust learning ecosystem, including mentorship programs, leadership workshops, and industry conferences.
• Earn performance‑based bonuses and equity participation, aligning your success with the company’s long‑term vision.

Work Environment & Culture

Our remote‑first philosophy means you can work from anywhere with a reliable internet connection. We celebrate diversity, encourage open communication, and foster a culture of psychological safety. Every team member has a voice, and we reward innovative ideas that drive customer delight.

Key cultural pillars at brighthush include:

• Innovation: We constantly experiment, iterate, and adopt new technologies.
• Data‑Driven Decision Making: Every strategy is backed by robust analytics.
• Customer Obsession: The customer’s voice is at the core of everything we do.
• Collaboration: Cross‑functional teamwork is essential to our success.
• Continuous Learning: We invest in your professional growth and encourage skill expansion.

Compensation & Benefits

While specific figures vary based on experience, we offer a competitive base salary complemented by performance‑based bonuses. Additional benefits include:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and flexible holiday policy.
• Wellness stipend and mental‑health resources.
• Technology stipend for home‑office setup.
• Access to a global network of peers and industry experts.

How to Apply

If you are ready to lead a dynamic, high‑impact customer‑service organization and help shape the future of logistics technology, we want to hear from you. Submit your application through the link below and join brighthush on our journey to deliver unparalleled parcel‑delivery experiences worldwide.