Senior Bilingual Customer Support Lead – Team Leadership, Process Automation, and Customer Experience Champion at brighthush

About brighthush

brighthush is a pioneering force in the automotive aftermarket software landscape, empowering distributors, wholesalers, and repair shops across Eastern Canada to streamline every facet of their operations. Since our founding in 2002, we have evolved from a niche solution provider into the backbone of daily business for thousands of customers who rely on our platform at the point of sale. Our suite of tools—electronic parts catalogues, dynamic pricing engines, inventory control, invoicing, and robust accounting modules—delivers precision, speed, and reliability that set the industry standard.

Today, brighthush sits at the heart of an expansive ecosystem of more than 150 vertical software companies. This network gives you the stability of a fast‑growing enterprise while preserving the close‑knit, collaborative culture that fuels our success. We are committed to innovation, customer success, and continuous learning, and we believe that our people are our most valuable asset.

As a remote‑first organization, brighthush offers the flexibility to work from anywhere while staying connected through daily stand‑ups, weekly syncs, and monthly town halls. Our culture is built on transparency, autonomy, and a relentless focus on delivering real value to our customers.

The Opportunity

We are looking for a seasoned, bilingual Customer Support Lead to helm our support team and shape the future of our customer experience. In this role, you will be the linchpin between our customers, product teams, and the broader organization, ensuring that every support interaction reflects the highest standards of service and efficiency.

As the team lead, you will own the end‑to‑end support experience—from triaging incoming tickets and coaching agents to collaborating with product and development on root‑cause resolution. Your strategic vision will drive continuous improvement of workflows, automation, and knowledge management, while your hands‑on expertise will keep you connected to the frontline of customer interactions.

Reporting directly to the Director of Product and Support, you will partner closely with Product, Development, and Onboarding teams to align support operations with product roadmaps, release schedules, and customer onboarding journeys. Your influence will be measured through tangible metrics such as ticket backlog, average resolution time, customer satisfaction (CSAT), and response times.

Your Impact

• Transform the support experience by designing and implementing scalable processes that reduce bottlenecks and elevate customer satisfaction.
• Lead a high‑performing, bilingual team of support agents, fostering a culture of continuous improvement, accountability, and empowerment.
• Drive data‑driven decision making, turning insights into actionable improvements that boost efficiency and quality.
• Champion cross‑functional collaboration, ensuring that support insights inform product development and that new features are rolled out with minimal friction.
• Serve as the voice of the customer within the organization, translating frontline feedback into strategic initiatives.

Key Responsibilities

• Process & Workflow Innovation – Design, implement, and refine support processes that enhance responsiveness, reduce bottlenecks, and elevate customer satisfaction. Lead initiatives to automate repetitive tasks while maintaining rigorous service standards.
• Team Leadership & Development – Mentor and coach a diverse team of support agents, fostering a culture of continuous improvement, accountability, and high performance. Conduct daily huddles, one‑on‑one sessions, and performance reviews.
• Queue Management & Escalations – Own a portion of the ticket queue, especially high‑priority issues, and ensure timely resolution. Triage and prioritize tickets in collaboration with the team to keep backlog and response times within agreed targets.
• Root‑Cause Analysis & Bug Escalation – Identify recurring issues, document reproducible bugs, and liaise with Product and Development to drive resolution. Follow through on bug lifecycle until closure.
• Customer Communication – Lead communication during outages, critical releases, or escalations. Draft clear, empathetic updates and coordinate follow‑ups to ensure accountability and transparency.
• Knowledge Management – Co‑create and maintain a comprehensive knowledge base, runbooks, and response templates. Ensure content is up‑to‑date, searchable, and aligned with best practices.
• Jira Service Management Configuration – Own the configuration of Jira Service Management, including categories, workflows, SLAs, and reporting dashboards.
• Onboarding Collaboration – Work with the Onboarding team to ensure a seamless handoff of new customers to support, setting expectations and establishing service agreements.
• Performance Reporting – Track key performance indicators, analyze trends, and report findings to senior leadership. Translate data into actionable insights for continuous improvement.
• Vendor & Partner Liaison – Manage support interactions involving customers’ IT partners and third‑party technology vendors, ensuring issues are resolved efficiently.

Essential Qualifications

• Minimum 3 years of experience in B2B software support, with at least 2 years in a formal leadership or supervisory capacity.
• Proven track record of measurable improvements: reduced backlog, increased CSAT, or decreased repeat tickets.
• Fluency in French and English, both written and spoken, with the ability to communicate clearly with customers, colleagues, and stakeholders.
• Hands‑on troubleshooting expertise across installations, hosted environments, user permissions, POS hardware, printers, and basic networking.
• Experience configuring and managing ticketing platforms such as Jira Service Management, Zendesk, or Freshdesk.
• Strong analytical mindset, capable of interpreting data to drive process improvements.
• Calm, composed demeanor under pressure, with a knack for turning challenging situations into opportunities for growth.
• Self‑motivated, proactive, and adept at leading a remote team with autonomy and accountability.

Preferred Qualifications

• Background in the automotive aftermarket, including parts distribution, warehouse distribution, or JMS vendor experience.
• Knowledge of supplier integrations, EDI, and electronic parts catalogue data.
• Basic SQL skills for data investigation and reporting.
• Experience with ERP, POS, inventory, or dealer/shop management systems.
• Familiarity with agile development practices and cross‑functional collaboration.

Skills & Competencies

• Leadership & Coaching – Inspire, develop, and empower a high‑performing team.
• Strategic Thinking – Translate business goals into actionable support strategies.
• Customer‑Centric Mindset – Prioritize customer needs and deliver exceptional service.
• Problem‑Solving – Diagnose complex issues, identify root causes, and implement lasting solutions.
• Communication – Articulate ideas clearly across technical and non‑technical audiences.
• Data‑Driven Decision Making – Leverage metrics to inform process improvements.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Technical Proficiency – Comfortable with ticketing systems, knowledge bases, and basic scripting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Structured mentorship programs with senior leaders across product, engineering, and operations.
• Regular training sessions on emerging technologies, industry trends, and advanced support methodologies.
• Opportunities to lead cross‑functional projects, such as product feature rollouts or process automation initiatives.
• Clear career pathways to senior support management, product management, or operations leadership roles.
• Participation in industry conferences, webinars, and certification programs.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere while staying connected through:

• Daily stand‑ups, weekly syncs, and monthly town halls.
• Real‑time communication tools (Slack, Teams, Zoom).
• Inclusive decision‑making processes that value every voice.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.

Compensation, Perks & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market benchmarks for senior support leadership roles.
• Performance‑based bonuses tied to team metrics and company goals.
• Comprehensive health, dental, and vision plans.
• Flexible work hours and a fully remote work model.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness stipends.
• Equity or stock‑option opportunities as part of the overall compensation package.

How to Apply

Ready to make a tangible impact at brighthush? Submit your application through our careers portal. We look forward to learning how your experience, passion, and leadership style will help us elevate our support operations and delight our customers.

Final Call to Action

As the Customer Support Lead at brighthush, you will be at the forefront of delivering world‑class service to a dynamic customer base. Your strategic vision, operational excellence, and commitment to customer success will shape the future of our support organization and drive measurable business outcomes. If you are a bilingual leader who thrives on solving complex problems, mentoring teams, and driving continuous improvement, we invite you to join our mission to empower the automotive aftermarket with cutting‑edge technology.

Apply to brighthush today and become a catalyst for change in a company that values innovation, collaboration, and customer impact.