Senior Customer & Community Service Manager – CRM & Online Community Leadership at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on creating unforgettable experiences for our global community. With a portfolio that spans hospitality, lifestyle, and digital engagement, we are dedicated to blending technology, empathy, and creativity to deliver seamless service across every touchpoint. Our mission is simple: to connect people, foster belonging, and elevate everyday moments through thoughtful design and responsive support.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, collaborative culture that values innovation, diversity, and continuous learning. We empower our teams to experiment, iterate, and grow—both personally and professionally. Whether you’re a seasoned community leader or a CRM specialist looking to make a real impact, brighthush offers the resources, mentorship, and opportunities to help you thrive.

Key Responsibilities

• Customer Enquiry Management: Lead the end‑to‑end resolution of customer queries across multiple channels (email, chat, social media, and phone). Ensure timely, accurate, and empathetic responses that reflect brighthush’s brand voice.
• Community Moderation & Growth: Oversee the moderation of online communities, including forums, social media groups, and in‑app discussions. Develop and enforce community guidelines, encourage engagement, and nurture a safe, inclusive environment.
• Support System Enhancement: Continuously evaluate and refine our support workflows. Identify bottlenecks, propose automation solutions, and collaborate with product and engineering teams to implement improvements.
• Data‑Driven Insights: Analyze customer and community metrics to uncover trends, pain points, and opportunities. Translate findings into actionable recommendations for product, marketing, and customer success teams.
• Stakeholder Collaboration: Partner with cross‑functional teams—Product, Marketing, Sales, and Operations—to align support strategies with business objectives and brand initiatives.
• Training & Mentorship: Coach and develop junior support agents and community moderators. Create training materials, conduct workshops, and promote a culture of continuous improvement.
• Escalation Management: Handle high‑impact or sensitive cases with professionalism and discretion. Serve as the point of escalation for complex issues, ensuring resolution and customer satisfaction.

Essential Qualifications

• Minimum 3–5 years of experience in customer service, support, or community management roles.
• Proven track record of managing multi‑channel support operations and online communities.
• Strong written and verbal communication skills, with the ability to tailor tone to diverse audiences.
• Hands‑on experience with CRM platforms (e.g., Salesforce, HubSpot) and support tools such as Zendesk, Intercom, or similar.
• Demonstrated ability to handle sensitive or escalated situations with calm, empathy, and professionalism.
• Analytical mindset: comfortable working with data dashboards, reporting tools, and deriving insights.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience in the hospitality, tourism, or lifestyle sectors.
• Background in community building on platforms like Discord, Slack, or dedicated forums.
• Knowledge of customer journey mapping and experience design.
• Experience with automation tools (e.g., Zapier, Automate.io) to streamline support workflows.
• Certifications in customer experience (CX), community management, or related fields.

Skills & Competencies

• Customer‑Obsessed Mindset: Passion for delivering exceptional service and turning feedback into action.
• Leadership & Influence: Ability to inspire teams, drive change, and collaborate across departments.
• Problem‑Solving: Strong analytical skills and a creative approach to resolving complex issues.
• Tech Savvy: Comfortable with CRM systems, help desk software, and data analytics tools.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Empathy & Emotional Intelligence: Skilled at understanding diverse perspectives and building rapport.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer & Community Service Manager, you’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Marketing.
• Regular training sessions on the latest CRM features, community best practices, and industry trends.
• Opportunities to lead cross‑functional projects, such as launching new support channels or community initiatives.
• Clear career pathways into senior customer experience roles, product management, or community strategy leadership.
• Support for professional certifications and attendance at industry conferences.

Work Environment & Company Culture

brighthush champions a culture of transparency, collaboration, and innovation. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the United Kingdom or London, with flexible hours that respect work‑life balance.
• Inclusive, diverse teams that celebrate different backgrounds and perspectives.
• Regular virtual team‑building events, hackathons, and community outreach projects.
• Open communication channels—weekly town halls, Slack channels, and an internal knowledge base.
• Commitment to mental health and well‑being, with access to counseling services and wellness programs.

Compensation & Benefits

We offer a competitive salary range of GBP 30,000 – 34,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) and public holidays.
• Retirement plan with company match.
• Health, dental, and vision insurance.
• Professional development budget and tuition reimbursement.
• Employee referral bonuses and performance incentives.
• Access to a digital wellness platform and mental health resources.
• Annual company retreats and team‑offsite events.

How to Apply

Ready to take the next step in your career and help shape the future of customer experience at brighthush? Submit your resume, a cover letter detailing your relevant experience, and any portfolio or case studies that showcase your impact on customer service or community engagement.

Join brighthush Today

We’re excited to meet passionate, driven professionals who are eager to make a tangible difference. If you thrive in a collaborative, fast‑moving environment and are ready to lead the charge in customer and community excellence, we encourage you to apply now. Let’s create unforgettable experiences together.