Senior Customer Care Lead – Strategic Escalation Management, Process Optimization, and Data‑Driven Customer Success at brighthush

About brighthush

brighthush is a trailblazing technology company that reimagines how businesses connect with their customers. By blending cutting‑edge software with a human‑centric approach, we empower brands to deliver seamless, personalized experiences that drive loyalty and growth. Our mission is simple yet powerful: to transform customer interactions into lasting relationships that benefit both our clients and the communities they serve.

With a rapidly expanding portfolio of products and services, brighthush operates at the intersection of innovation, data science, and customer advocacy. We are proud to be recognized as a high‑growth, forward‑thinking organization that values diversity, collaboration, and continuous learning. If you are passionate about elevating customer care to a strategic business function, brighthush is the place where your expertise will shape the future of customer experience.

Why Join brighthush?

• Impactful Work: Your decisions will directly influence how thousands of customers interact with our platform, driving satisfaction and retention.
• Growth Culture: We invest heavily in professional development, mentorship programs, and cross‑functional projects that accelerate career progression.
• Inclusive Environment: Diversity of thought and background is at the core of our culture. Every voice is heard and valued.
• Remote‑First Flexibility: Work from anywhere in the United States while staying connected to a vibrant, collaborative team.
• Competitive Compensation: A base salary range of USD 65,000 – 75,000, complemented by performance bonuses and equity opportunities.

Key Responsibilities

As the Senior Customer Care Lead, you will be the guardian of our customer experience ecosystem. Your role will encompass strategic oversight, hands‑on execution, and continuous improvement across all facets of customer support.

• Escalation Leadership: Own and resolve high‑impact escalations, ensuring timely, empathetic, and effective solutions that align with company standards.
• Process Design & Optimization: Identify bottlenecks, design scalable workflows, and implement best practices that reduce resolution time and increase first‑contact resolution rates.
• Data‑Driven Insight: Leverage analytics tools to extract actionable insights, report on key metrics, and recommend data‑backed strategies for service enhancement.
• Team Development: Mentor and coach a growing team of customer support specialists, fostering a culture of continuous learning and high performance.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to surface customer pain points and influence product roadmap decisions.
• Quality Assurance: Define and monitor quality standards, conduct regular audits, and implement corrective actions to maintain service excellence.
• Strategic Planning: Contribute to the development of the customer care strategy, aligning it with brighthush’s broader business objectives.
• Stakeholder Communication: Prepare and present regular updates to senior leadership, highlighting achievements, challenges, and future initiatives.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer support, success, or operations roles.
• Proven track record of managing escalations and driving resolution in a fast‑paced, high‑growth environment.
• Strong analytical mindset with experience using data dashboards (e.g., Tableau, Power BI, Looker) to inform decision‑making.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Demonstrated ability to lead, coach, and inspire a diverse team toward shared goals.
• Proficiency in customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Experience with process mapping, workflow automation, and continuous improvement methodologies (Lean, Six Sigma).
• Strong project management skills, with the ability to juggle multiple initiatives simultaneously.

Preferred Qualifications

• Experience working in a SaaS or technology startup that has scaled rapidly.
• Background in customer success or account management, with a focus on retention and upsell.
• Familiarity with AI‑driven support tools and chatbot integration.
• Knowledge of compliance standards such as GDPR, CCPA, or SOC 2.
• Prior involvement in building or leading a customer experience strategy from the ground up.

Skills & Competencies

• Strategic Thinking: Ability to translate business objectives into actionable customer care initiatives.
• Empathy & Emotional Intelligence: Deep understanding of customer emotions and the capacity to respond with genuine care.
• Problem‑Solving: Creative and analytical approach to diagnosing issues and implementing effective solutions.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Collaboration: Strong teamwork skills, with a knack for building relationships across departments.
• Data Literacy: Comfortable interpreting metrics, spotting trends, and translating data into strategic actions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as dynamic as the industry we serve. As Senior Customer Care Lead, you will:

• Progress to a Director of Customer Experience role, overseeing a global support organization.
• Lead cross‑functional initiatives that shape product development and go‑to‑market strategies.
• Participate in leadership development programs, executive coaching, and industry conferences.
• Access to a curated library of courses, certifications, and learning resources covering customer success, data analytics, and leadership.
• Opportunity to mentor junior leaders and influence the next generation of customer care professionals.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls with the executive team.
• Monthly hackathons and innovation challenges.
• Regular virtual coffee chats and team‑building activities.
• Open‑door policy for feedback and idea sharing.
• Commitment to mental health and work‑life balance, with flexible scheduling and generous paid time off.

Compensation, Perks, and Benefits

• Base Salary: USD 65,000 – 75,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to individual and company performance metrics.
• Equity: Eligible for stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health support; wellness stipend.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and parental leave policies.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Tech Stipend: Home office equipment allowance and high‑speed internet reimbursement.

How to Apply

If you are ready to lead a high‑impact customer care team, drive transformative change, and shape the future of customer experience at brighthush, we would love to hear from you. Submit your application through our careers portal and join a team that values innovation, empathy, and excellence.

We look forward to exploring how your expertise can help us elevate every customer interaction to a memorable, brand‑affirming experience.