Seasoned Senior Customer Support Team Lead – Technical Troubleshooting, Escalation Management, Customer Success Leadership, Strategic Support Operations Excellence, Remote-First Cloud Security

Welcome to brighthush – Where Innovation Meets Customer Delight

At brighthush, we’re not just building software; we’re redefining the way people connect, collaborate, and secure their digital lives. Since our founding in 2019, we’ve empowered millions of individuals, teams, and enterprises to harness the power of secure, cloud‑native connectivity. Our mission is simple yet profound: to create an Internet that is safe, intuitive, and accessible for everyone.

Our organization is fully distributed, meaning talent from every corner of the globe can join our mission. We partner with visionary investors who share our commitment to a safer, more connected future. Our culture thrives on inclusivity, flexibility, and collaboration. While we work remotely, we nurture in‑person connections through annual retreats, regional off‑sites, and a global network of co‑working spaces. At brighthush, we believe that the best ideas emerge from diverse voices, and we actively support the professional growth of every team member.

Why brighthush is the Ideal Place for Your Next Career Move

When you join brighthush, you become part of a high‑impact, fast‑moving environment where your contributions directly shape the experience of millions of users worldwide. We champion continuous learning, encourage experimentation, and reward innovation. Whether you’re a seasoned support professional or a rising leader, you’ll find ample opportunities to grow, lead, and make a difference.

Role Overview – Senior Customer Support Team Lead

As the Senior Customer Support Team Lead, you will blend hands‑on technical expertise with strategic leadership. You will guide a team of 8–10 support engineers, ensuring that every customer interaction reflects our commitment to excellence. Your influence will extend beyond day‑to‑day operations; you will shape the future of our support processes, tooling, and customer experience.

Key Responsibilities

• Operational Leadership: Oversee daily support operations, ensuring that all tickets are resolved within SLA/SLO parameters. Implement best practices for ticket triage, routing, and resolution.
• People Management: Lead onboarding, technical mentoring, and career coaching for all direct reports. Conduct regular 1:1s, performance reviews, and development plans to foster growth and engagement.
• Escalation Management: Serve as the primary escalation point for complex technical issues and challenging customer situations. Collaborate closely with engineering, product, and security teams to resolve high‑impact incidents.
• Process & Tooling Improvement: Partner with Customer Experience Operations to refine workflows and enhance internal tooling. Drive the adoption of new technologies that streamline support and improve customer satisfaction.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. Ensure consistent, high‑quality support across all channels.
• Data‑Driven Insights: Analyze support metrics (CSAT, TTFR, TTR) and customer feedback to identify trends, report findings to leadership, and recommend actionable improvements.
• Strategic Alignment: Align team activities with the strategic roadmap set by the VP of Customer Engineering. Ensure that support initiatives drive broader business goals and product success.
• Customer Advocacy: Represent the voice of the customer within brighthush. Translate user needs into product and engineering priorities, influencing the product roadmap.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment.
• 1+ year of proven leadership, management, or formal mentoring experience.
• Strong technical foundation in networking fundamentals: TCP/IP, DNS, firewalls, routing, and basic network troubleshooting.
• Proficiency with identity management and SSO integrations (SAML, OAuth, OpenID Connect).
• Hands‑on experience supporting customers across multiple operating systems (Linux, macOS, Windows).
• Demonstrated ability to design, optimize, and scale support workflows across processes and tooling.
• Data‑driven mindset with a track record of tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills—capable of translating complex technical concepts to both customers and internal stakeholders.
• Thrives in a fast‑paced environment while managing multiple competing priorities.
• Commitment to fair and equitable compensation practices across all roles and levels.

Preferred Qualifications

• Experience with container orchestration and Kubernetes (k8s) in a production environment.
• Background in cloud platforms (AWS, Azure, GCP) and infrastructure automation (Terraform, Ansible).
• Knowledge of security best practices, including zero‑trust architectures and secure remote access.
• Experience with customer success metrics and the ability to translate data into actionable insights.
• Previous experience in a distributed, remote‑first organization.

Skills & Competencies

• Technical Acumen: Deep understanding of networking, identity management, and cloud infrastructure.
• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Strategic Thinking: Align support initiatives with business objectives and product strategy.
• Problem‑Solving: Strong analytical skills and a methodical approach to troubleshooting complex issues.
• Communication: Clear, concise, and empathetic communication with customers and cross‑functional teams.
• Adaptability: Comfortable navigating change, ambiguity, and rapid growth.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences.

Career Growth & Learning Opportunities

At brighthush, we believe that learning never stops. As a Senior Team Lead, you will:

• Lead cross‑functional projects that influence product development and customer experience.
• Mentor junior engineers and support specialists, shaping the next generation of leaders.
• Participate in leadership development programs, including executive coaching and strategic workshops.
• Gain exposure to cutting‑edge technologies such as AI‑driven support tools, zero‑trust security, and cloud automation.
• Take ownership of initiatives that drive measurable business impact, positioning you for future executive roles.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our distributed model means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Monthly hackathons and innovation challenges.
• Annual global retreats that bring the entire organization together.
• Access to a global network of co‑working spaces and local meet‑ups.

We celebrate diversity, equity, and inclusion. Every team member’s voice is heard, and we actively support initiatives that promote a welcoming environment for all.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and company goals.
• Equity options that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to lead a world‑class support team and shape the future of customer experience at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to hearing how you can help us elevate our support operations and delight our customers.