Senior Customer Experience Manager – Remote Leadership Role Driving Customer Success & Retention for Innovative Telecommunication Solutions at brighthush

About brighthush

brighthush is a trailblazing technology company dedicated to empowering seniors and individuals with hearing loss to live more connected, independent lives. Since our founding in 2011, we have pioneered cutting‑edge, FCC‑certified telephone captioning solutions that combine advanced automatic speech recognition, human captioning, and intuitive product design. Our mission is simple yet profound: to transform the way people communicate by providing seamless, real‑time captioning that restores confidence and fosters meaningful connections. With a focus on privacy, security, and exceptional service, brighthush has become a trusted partner for caregivers, healthcare providers, and senior communities across the United States.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven team that is reshaping the future of assistive technology. We value innovation, collaboration, and a growth mindset. Our culture encourages autonomy, continuous learning, and a healthy work‑life balance—especially important for our fully remote workforce. If you thrive in fast‑paced, high‑impact environments and want to make a tangible difference in people’s lives, brighthush is the place for you.

Position Summary

As the Senior Customer Experience Manager, you will lead the day‑to‑day operations of our customer support organization, guiding a team of Customer Support Supervisors to deliver world‑class service. Reporting directly to the Director of Customer Service, you will shape strategy, drive performance, and champion a culture of continuous improvement that aligns with brighthush’s core values of Integrity, Accountability, Collaboration, Service, and Quality.

Key Responsibilities

• Lead, mentor, and develop a high‑performing team of Customer Support Supervisors, ensuring alignment with company goals and service standards.
• Recruit, onboard, train, and retain top talent, fostering a diverse and inclusive environment where every team member can thrive.
• Set and monitor KPIs for productivity, quality, customer satisfaction, and retention, using data‑driven insights to inform decision‑making.
• Design and execute continuous improvement initiatives that enhance the customer lifecycle, reduce churn, and increase upsell opportunities.
• Collaborate with cross‑functional partners—Product, Marketing, Engineering, and Sales—to provide actionable feedback that drives product enhancements and customer‑centric innovations.
• Oversee operational processes, including scheduling, time‑tracking, and performance reviews, ensuring compliance with internal policies and regulatory requirements.
• Conduct regular coaching sessions, one‑on‑ones, and team meetings to reinforce best practices, share success stories, and address challenges.
• Analyze customer data, support tickets, and call recordings to identify trends, root causes, and opportunities for service excellence.
• Champion a culture of accountability, transparency, and continuous learning, celebrating wins and learning from setbacks.
• Represent brighthush at industry events, conferences, and client meetings, showcasing our commitment to customer success.

Essential Qualifications

• Minimum 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‑based environment, preferably with call‑center operations.
• Strong track record of building, scaling, and leading high‑performing support teams.
• Proven ability to develop and execute data‑driven strategies that improve customer satisfaction and retention.
• Excellent communication skills—verbal, written, and presentation—across all levels of the organization.
• Advanced analytical, planning, and budgeting capabilities.
• Proficiency with CRM platforms (Salesforce), communication tools (RingCentral, InContact), and collaboration suites (Microsoft Teams, Office 365).
• Self‑starter with exceptional organizational and time‑management skills, capable of juggling multiple priorities in a fast‑paced environment.
• Strong interpersonal skills, with a demonstrated ability to influence stakeholders and build collaborative relationships.
• Commitment to confidentiality, discretion, and ethical decision‑making.
• Willingness to work flexible hours and travel up to 5% of the time, including occasional overnight trips.
• U.S. work authorization without the need for visa sponsorship.

Preferred Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Experience with quality assurance frameworks and continuous improvement methodologies (Six Sigma, Kaizen).
• Background in product lifecycle management or customer journey mapping.
• Knowledge of accessibility standards and regulations (ADA, FCC).
• Experience leading remote or distributed teams.

Skills & Competencies

• Strategic Thinking & Tactical Execution
• Leadership & Team Development
• Data Analysis & Insight Generation
• Customer‑Centric Mindset
• Change Management & Process Optimization
• Conflict Resolution & Employee Relations
• Project Management & Cross‑Functional Collaboration
• Adaptability & Resilience
• Technology Fluency & Digital Literacy

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to a robust learning ecosystem that includes:

• Leadership development programs and mentorship from senior executives.
• Regular training on emerging technologies, industry trends, and best practices in customer experience.
• Opportunities to lead cross‑functional projects that shape product strategy and market positioning.
• Clear career pathways—from Senior Manager to Director of Customer Experience, and beyond.
• Support for certifications (e.g., Certified Customer Experience Professional, Six Sigma Green Belt).

Work Environment & Culture

brighthush is a fully remote organization, offering the flexibility to work from anywhere in the United States. Our culture is built on:

• Trust and autonomy—empowering teams to own their work and make decisions.
• Collaboration—leveraging virtual collaboration tools to stay connected and aligned.
• Inclusivity—celebrating diverse perspectives and fostering an environment where everyone feels valued.
• Well‑being—providing resources for mental health, work‑life balance, and physical wellness.
• Recognition—regularly celebrating achievements and milestones.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $110,000 – $115,000 per year.
• Performance‑based bonus potential of up to 10% of base salary.
• Health, dental, and vision insurance (fully or partially covered).
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and tuition reimbursement.
• Flexible work schedule and remote work stipend.
• Employee wellness program and mental health resources.
• Annual company‑wide retreats and virtual team‑building events.

How to Apply

Ready to make a lasting impact? Submit your application through our careers portal at brighthush.com/careers. Please include a resume and a cover letter that highlights your leadership experience, customer‑centric achievements, and why you’re excited about joining brighthush.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer committed to fostering a diverse and inclusive workforce. All employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Important Information for Candidates

• All legitimate brighthush job openings are posted exclusively on our careers page.
• Recruiters will contact you only from verified @brighthush.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (e.g., banking details, Social Security numbers) during early stages of the hiring process.
• brighthush does not offer sponsorship for work authorization. Candidates must be authorized to work in the U.S. without a current or future need for visa sponsorship.

Contact Us

If you have questions or need assistance, please reach out to our recruiting team at [email protected]. We’re committed to a respectful, secure, and transparent hiring process every step of the way.

Join brighthush and transform the way the world communicates

We’re excited to hear from leaders who are passionate about customer experience, technology, and making a difference. Apply today and help us bring clarity, confidence, and connection to millions of seniors and individuals with hearing loss across the nation.