Senior Customer Advocate Lead – SaaS Technical Support & Team Excellence for Remote US Operations at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the short‑term rental landscape. By marrying cutting‑edge cloud technology with a deep understanding of host and guest needs, we empower property owners to unlock the full potential of their assets while delivering unforgettable stays for travelers worldwide. Our platform is built on a foundation of data‑driven insights, automation, and a relentless focus on customer success.

From a modest startup to a globally distributed organization, brighthush has grown to operate across every major time zone in North America. We are proud to be a fully remote‑first company that hires based on skill, passion, and cultural fit rather than geography. Our team is a tapestry of diverse backgrounds, united by a shared commitment to innovation, transparency, and measurable impact.

Why brighthush?

Impact‑Driven Culture

Every line of code, every support ticket, and every conversation with a host or guest directly shapes the success of thousands of businesses. At brighthush, your work has tangible, real‑world outcomes that resonate across the globe.

Remote‑Only, Fully Distributed

Enjoy the freedom to work from anywhere in the United States. Our remote‑first model gives you the flexibility to design a work environment that best supports your productivity and well‑being.

Transparent, Trust‑Based Management

We empower our people to own their work and make decisions that drive results. Micromanagement is a thing of the past; instead, we foster a culture of autonomy, accountability, and open communication.

Career Growth & Learning

From mentorship programs to industry conferences, we invest heavily in your professional development. Whether you’re looking to deepen your technical expertise or broaden your leadership skill set, brighthush provides the resources and opportunities to grow.

Competitive Compensation & Equity

Earn a base salary that reflects your experience, coupled with performance‑based equity and share units that reward your contributions and align your success with the company’s long‑term vision.

About the Role

As the Senior Customer Advocate Lead, you will be the linchpin that connects our technical support team with the broader brighthush organization. Your day‑to‑day focus will be on elevating the customer experience, optimizing team performance, and driving continuous improvement across all support channels.

Key Responsibilities

• Lead and Inspire: Coach, mentor, and motivate the US support team to consistently deliver exceptional service, maintaining an average CSAT of 87% and higher.
• Queue Management: Oversee chat support queue distribution and workload balancing to meet or exceed SLA targets: first response time
• Performance Coaching: Conduct regular 1:1 meetings, performance reviews, and real‑time feedback sessions to foster professional growth and high engagement.
• Technical Escalation Point: Serve as the go‑to expert for complex product issues, collaborating closely with engineering, product, and operations teams.
• Quality Assurance: Review and audit support interactions, ensuring adherence to quality standards and providing actionable insights for improvement.
• Onboarding & Training: Design and deliver onboarding training for new hires, covering tools, processes, product knowledge, and customer‑centric best practices.
• Hands‑On Support: Spend 30–40% of your time actively handling tickets to stay connected to customer needs and model best practices for the team.
• Strategic Collaboration: Work with the Director of Support and other support leads to align on strategy, metrics, and cross‑functional initiatives.
• Continuous Learning Culture: Champion a culture of experimentation, knowledge sharing, and iterative improvement across support workflows.

Essential Qualifications

• 3–5 years of experience in SaaS customer support, with at least 1–2 years in a senior or lead role.
• Proven track record of managing chat support queues and improving key metrics such as response time, CSAT, and resolution rates.
• Strong technical aptitude: ability to diagnose complex SaaS product issues, navigate multiple systems, and collaborate effectively with engineering.
• Demonstrated experience coaching and developing team members, with a focus on constructive feedback and measurable growth.
• Excellent written and verbal communication skills, suitable for both customer interactions and internal stakeholder engagement.
• Ability to balance competing priorities between team management responsibilities and hands‑on support work.
• Experience in the short‑term rental or property management industry is a plus, but not required.

Preferred Qualifications

• Background in data‑driven decision making, using metrics to drive process improvements.
• Experience with remote‑first teams and distributed work environments.
• Familiarity with support tools such as Intercom, Zendesk, or similar platforms.
• Knowledge of the host‑guest ecosystem, including booking engines, channel managers, and compliance regulations.

Skills & Competencies

• Leadership & Team Building
• Customer Experience Design
• Technical Troubleshooting & Root Cause Analysis
• Process Optimization & Continuous Improvement
• Data Analysis & KPI Tracking
• Cross‑Functional Collaboration
• Conflict Resolution & Escalation Management
• Mentorship & Coaching
• Adaptability & Agility in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As the Senior Customer Advocate Lead, you will:

• Lead cross‑functional projects that influence product roadmap and customer success strategy.
• Mentor junior support specialists and contribute to the development of internal training programs.
• Participate in quarterly hackathons and innovation sprints to shape the future of our support platform.
• Access industry conferences, webinars, and workshops to stay ahead of emerging trends in SaaS support and short‑term rentals.
• Explore opportunities to transition into senior leadership roles such as Director of Customer Success or VP of Support.

Work Environment & Culture

Our culture is built on transparency, trust, and a shared commitment to results. You’ll find:

• A fully remote team that values work‑life balance and encourages flexible schedules.
• Weekly all‑hands meetings where leadership shares company updates and celebrates wins.
• Peer recognition programs that reward outstanding contributions with virtual coins redeemable for gift cards, donations, or monetary rewards.
• Access to mental health resources, including therapists on call through Slack via Spill.
• A supportive, radically transparent environment where ideas are welcomed and feedback is constructive.

Compensation & Benefits

We offer a competitive total compensation package that reflects your experience, location, and performance.

• Base Salary: USD $106,912.00 – $132,675.40 (adjusted for cost of living in your US time zone). For US employees, the gross salary ranges from $98,641.60 to $122,412.02.
• Equity: Up to $54,276.30 in brighthush token (RSU) grants, allowing you to share in the long‑term upside of the company.
• Performance Share Units (PSUs): Eligible for up to USD $346,104.00 per year, granted upon achieving clearly defined business performance targets.
• Paid Time Off: 35 days off per year, including self‑serve public holidays, and generous parental leave policies.
• Health & Wellness: Comprehensive health, dental, and vision plans for US employees, with options for international contractors.
• Professional Development: Annual budget for courses, certifications, and conference attendance.
• Technology Stipend: Allowance for home office equipment and high‑speed internet.
• Peer Recognition Platform: Earn virtual coins for exceptional work, redeemable for gift cards, charitable donations, or cash.

How to Apply

Ready to lead a high‑performing support team and shape the future of short‑term rental technology? Click the link below to submit your application and join the brighthush family.

Apply to This Job

We look forward to learning how your expertise and passion can help us continue to deliver world‑class support to our hosts and guests.

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