Senior Customer Experience Manager – Remote (100% Work From Home) – Lead Customer Support Excellence & Strategy at brighthush

About brighthush

Since its founding 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 FCC certification, ensuring that every interaction meets the highest industry standards. We are a purpose‑driven, technology‑centric organization that thrives on innovation, empathy, and a relentless focus on the customer.

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 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. We celebrate diversity, encourage continuous learning, and reward high performance with meaningful recognition.

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. This is a 100% remote position, offering the flexibility to work from anywhere while staying connected to a vibrant, distributed team.

Key Responsibilities

• Leadership & Team Development: Inspire, coach, and mentor a squad of Supervisors, fostering a culture of continuous improvement and high performance. Conduct regular one‑on‑ones, performance reviews, and skill‑building workshops.
• Talent Management: Own the hiring, onboarding, training, and retention pipeline to ensure the right people are in the right roles at the right time. Partner with HR to refine job descriptions, interview frameworks, and onboarding programs.
• Operational Excellence: Set and monitor KPIs for productivity, quality, and customer satisfaction; implement process improvements that elevate service standards. Use data to drive decisions and reduce cycle times.
• Strategic Initiatives: Design and execute customer lifecycle programs that boost adoption, reduce churn, and enhance overall experience. Align initiatives with business goals and product roadmaps.
• Data‑Driven Decision Making: Analyze call metrics, chat logs, and system audits to uncover trends, identify pain points, and recommend actionable solutions. Build dashboards that translate data into strategic narratives.
• Cross‑Functional Collaboration: Partner with Marketing, Product, and Engineering to relay customer insights, influence roadmap decisions, and ensure seamless product rollouts. Serve as the voice of the customer across the organization.
• Compliance & Governance: Enforce adherence to FCC guidelines, internal policies, and industry best practices across all support channels. Conduct regular audits and provide training on regulatory requirements.
• Reporting & Communication: Deliver monthly dashboards and executive presentations that translate data into strategic narratives. Communicate progress, challenges, and opportunities to senior leadership.
• Culture Champion: Embed brighthush values into everyday interactions, fostering an inclusive, respectful, and high‑energy environment. Lead initiatives that celebrate diversity and promote well‑being.
• Continuous Learning: Stay abreast of emerging trends in customer experience, telecommunication, and accessibility to keep brighthush at the forefront. Share insights with the team through knowledge‑sharing sessions.

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.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk), analytics platforms, and Microsoft Office Suite.

Preferred Qualifications

• Experience managing remote or distributed teams.
• Knowledge of accessibility standards (WCAG, ADA) and experience working with hearing‑loss populations.
• Background in product management or user‑experience research.
• Advanced degree (MBA, MS) in a relevant field.
• Fluency in additional languages, especially Spanish or Mandarin.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for end‑users and a passion for delivering world‑class service.
• Strategic Thinking: Ability to translate business objectives into actionable plans and measurable outcomes.
• Data Literacy: Comfortable working with large datasets, interpreting metrics, and presenting insights.
• Change Management: Skilled at guiding teams through process changes, technology upgrades, and cultural shifts.
• Collaboration: Proven track record of building strong relationships across functional teams.
• Adaptability: Thrives in a fast‑moving environment and embraces ambiguity.
• Leadership Presence: Inspires confidence, drives accountability, and models brighthush values.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Mentorship programs with senior leaders across the organization.
• Paid certifications in customer experience, data analytics, and accessibility.
• Annual leadership development workshops and conferences.
• Internal mobility pathways to product, engineering, and marketing roles.
• Opportunities to lead cross‑functional projects that shape the future of our product suite.

We believe that growth is a shared responsibility. Your success fuels the success of the team and the company, and we celebrate milestones together.

Work Environment & Company Culture

brighthush thrives on a culture of purpose, collaboration, and continuous improvement. As a fully remote organization, we prioritize:

• Transparent communication through weekly all‑hands meetings and real‑time collaboration tools.
• Flexibility to work from any location, with a core overlap window to support team collaboration.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A commitment to mental and physical well‑being, including access to counseling services and fitness stipends.
• An inclusive environment where diverse perspectives are valued and every voice is heard.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior CEX leadership.
• Performance‑based bonuses tied to team and company metrics.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible holiday scheduling.
• Home‑office stipend to support a productive remote workspace.
• Professional development budget for courses, conferences, and certifications.
• Employee assistance program and wellness resources.

How to Apply

If you are ready to lead a high‑performing customer experience team, drive strategic initiatives, and make a lasting impact on the lives of seniors worldwide, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and help us create a world where every voice is heard.