Senior Bilingual Customer Support Lead – ERP & POS Systems Specialist – Remote Quebec – Driving Customer Success in Automotive Technology at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers the automotive aftermarket ecosystem with cloud‑based, next‑generation management solutions. Our suite of software products—spanning ERP, POS, inventory, and dealer‑shop systems—helps auto parts distributors, wholesalers, and repair shops streamline operations, reduce costs, and elevate customer experiences. With a global footprint and a relentless passion for innovation, brighthush is on a mission to transform how automotive businesses operate, one line of code at a time.

Why Join brighthush?

At brighthush, we believe that technology is only as powerful as the people who build, support, and champion it. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As a remote‑first organization headquartered in Quebec, we offer the flexibility to work from anywhere while maintaining a strong sense of community through virtual town halls, hackathons, mentorship programs, and quarterly virtual retreats.

Role Overview

We are seeking an experienced Senior Customer Support Lead to spearhead our bilingual support team. In this role, you will be the linchpin between our customers and our product teams, ensuring that every support ticket is resolved with speed, accuracy, and a touch of empathy. You will coach, mentor, and inspire a group of highly skilled agents, while continuously refining processes to elevate the overall support experience.

Key Responsibilities

• Team Leadership & Coaching: Manage a team of 8–12 support agents, providing daily guidance, performance feedback, and professional development opportunities. Foster a culture of accountability, collaboration, and continuous improvement.
• Ticket Management & Escalation: Oversee the ticket lifecycle across Jira Service Management, Zendesk, and Freshdesk, ensuring SLA compliance and timely resolution. Implement triage protocols that prioritize high‑impact issues.
• Process Improvement: Identify bottlenecks, propose automation solutions, and implement best practices to streamline support workflows. Champion the adoption of new tools and methodologies that increase efficiency.
• Knowledge Base Development: Curate and maintain a comprehensive knowledge base, including troubleshooting guides for ERP, POS, inventory, and dealer/shop systems. Ensure content is accurate, up‑to‑date, and easily searchable.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales teams to relay customer insights, feature requests, and bug reports. Act as the voice of the customer in product roadmap discussions.
• Reporting & Analytics: Generate weekly and monthly metrics on ticket volume, resolution time, customer satisfaction, and agent performance. Translate data into actionable insights that drive continuous improvement.
• Customer Advocacy: Serve as the champion for user needs within brighthush, advocating for product enhancements and process changes that improve the customer journey.
• Continuous Learning: Stay current on industry trends, emerging technologies, and best practices in customer support. Share knowledge with the team through workshops, lunch‑and‑learn sessions, and internal newsletters.

Essential Qualifications

• Minimum of 3 years of B2B software support experience, with at least 2 years in a leadership capacity.
• Fluency in both French and English, with strong written and verbal communication skills in both languages.
• Hands‑on experience with ERP, POS, inventory, or dealer/shop systems.
• Proficiency in ticketing platforms such as Jira Service Management, Zendesk, and Freshdesk.
• Strong troubleshooting and analytical skills, with the ability to diagnose complex technical issues.
• Experience with SQL or other database query languages is highly desirable.
• Demonstrated ability to coach and develop a high‑performing support team.
• Excellent organizational skills and a proactive mindset.

Preferred Qualifications

• Background in the automotive aftermarket or related B2B SaaS industry.
• Experience with customer success metrics such as CSAT, NPS, and first‑response time.
• Knowledge of automation tools (e.g., Zapier, Automate.io) and scripting languages (Python, Bash).
• Certifications in ITIL, Zendesk, or Jira Service Management.
• Prior experience working in a remote or distributed team environment.

Skills & Competencies

• Technical Acumen: Ability to understand and explain complex software functionalities to non‑technical stakeholders.
• Leadership & Mentorship: Proven track record of building cohesive teams and fostering a culture of continuous improvement.
• Communication: Exceptional written and spoken communication in both French and English.
• Problem‑Solving: Strong analytical mindset with a knack for turning data into actionable insights.
• Customer‑Centricity: Passion for delivering outstanding customer experiences and turning challenges into opportunities.
• Adaptability: Comfortable navigating a fast‑paced, evolving technology landscape.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Senior Customer Support Lead, you will have access to:

• Leadership development programs that cover coaching, conflict resolution, and strategic planning.
• Technical training on our product roadmap, enabling you to become a subject matter expert.
• Mentorship from senior executives and product managers.
• Opportunities to transition into Product Management, Customer Success, or Engineering roles.
• Annual conference passes and workshops to stay ahead of industry trends.
• Access to a curated library of industry research, whitepapers, and case studies.

Work Environment & Culture at brighthush

Our remote‑first model means you can work from anywhere in Quebec while staying connected through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Real‑time collaboration tools (Slack, Microsoft Teams, Miro).
• Quarterly virtual retreats and team‑building activities.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Inclusive policies that celebrate diversity and encourage open dialogue.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for mid‑level support leadership roles.
• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off and a generous holiday schedule.
• Professional development stipend and access to online learning platforms.
• Employee stock purchase plan and equity options.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for home‑office setup and high‑speed internet.

How to Apply

If you are a bilingual, customer‑focused leader with a passion for technology and a track record of driving support excellence, we want to hear from you. Submit your résumé and a brief cover letter outlining your experience and why you’re excited about the opportunity to shape the future of automotive software support at brighthush.

We look forward to welcoming you to our team and building the next generation of industry‑leading solutions together.