Senior Customer Experience Manager – Remote, 100% Work From Home – Lead Customer Support Excellence at brighthush
About brighthush
Since its inception in 2011, brighthush has been on a relentless mission: to empower seniors and their caregivers with the tools and support they need to live richer, more independent lives. By harnessing cutting‑edge technology—advanced automatic speech recognition, human‑powered captioning, and intuitive product design—brighthush delivers seamless, real‑time communication solutions that bridge the gap for individuals with hearing loss. Our commitment to privacy, security, and professionalism is underscored by our FCC certification, ensuring that every interaction meets the highest industry standards.
Why Join brighthush?
At brighthush, we don’t just provide services; we create lifelines. Our products enable seniors to stay connected with family, friends, and healthcare providers, fostering autonomy and dignity. Working here means being part of a purpose‑driven team that values integrity, accountability, collaboration, service, and quality. If you thrive on variety, love solving complex problems, and want to make a tangible difference in people’s lives, brighthush is the place for you.
Position Overview
The Senior Customer Experience (CEX) Manager is a strategic, high‑impact role that shapes the day‑to‑day operations of our customer support function. Reporting directly to the Director of Customer Service, you will lead a team of Customer Support Supervisors, ensuring that every interaction reflects brighthush’s commitment to excellence. Your influence will extend beyond support—shaping product feedback loops, driving adoption, and championing retention initiatives that keep our customers thriving.
Key Responsibilities
- Leadership & Team Development: Inspire, coach, and mentor a squad of Supervisors, fostering a culture of continuous improvement and high performance.
- Talent Management: Own the hiring, onboarding, training, and retention pipeline to ensure the right people are in the right roles at the right time.
- Operational Excellence: Set and monitor KPIs for productivity, quality, and customer satisfaction; implement process improvements that elevate service standards.
- Strategic Initiatives: Design and execute customer lifecycle programs that boost adoption, reduce churn, and enhance overall experience.
- Data‑Driven Decision Making: Analyze call metrics, chat logs, and system audits to uncover trends, identify pain points, and recommend actionable solutions.
- Cross‑Functional Collaboration: Partner with Marketing, Product, and Engineering to relay customer insights, influence roadmap decisions, and ensure seamless product rollouts.
- Compliance & Governance: Enforce adherence to FCC guidelines, internal policies, and industry best practices across all support channels.
- Reporting & Communication: Deliver monthly dashboards and executive presentations that translate data into strategic narratives.
- Culture Champion: Embed brighthush values into everyday interactions, fostering an inclusive, respectful, and high‑energy environment.
- Continuous Learning: Stay abreast of emerging trends in customer experience, telecommunication, and accessibility to keep brighthush at the forefront.
Essential Qualifications
- 7–10 years of progressive leadership experience in customer service or technical support.
- 5–7 years of hands‑on experience in a telecommunications or technology‑centric support environment.
- Bachelor’s degree in Business, Communications, or a related field (equivalent experience considered).
- Minimum of four years in a call center or technical support setting, with a proven track record of managing high‑volume teams.
- Demonstrated ability to lead cross‑functional initiatives and influence senior stakeholders.
- Strong analytical, budgeting, and strategic planning skills.
- Excellent verbal and written communication, presentation, and problem‑solving abilities.
- Self‑starter with superior organizational and time‑management skills; adept at juggling multiple priorities.
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