Senior Customer Experience & Operations Lead – Global Remote‑First Logistics Technology Innovator – Champion Customer Excellence at Scale for brighthush

Welcome to brighthush – Where Logistics Meets Innovation

In a world where speed, reliability, and transparency are the currency of commerce, brighthush stands at the forefront of the logistics revolution. We are a global, remote‑first technology platform that empowers businesses and consumers to compare, book, and manage shipping with unprecedented ease. With a vibrant community of over 5 million annual visitors, our intuitive price‑comparison engine has become the go‑to hub for anyone looking to navigate the complex web of shipping options. In 2026 we launched brighthush Pro, a next‑generation Transport Management Solution (TMS) that gives retailers the power to ship on their own carrier accounts while orchestrating every logistics touchpoint through our platform. As we expand into the US and Europe, we are building a truly global, remote‑first culture that thrives on autonomy, collaboration, and continuous improvement.

Why brighthush is the Future of Customer Experience

At brighthush, you’ll be part of a fast‑growing, technology‑driven ecosystem that values:

• Impact at Scale: Your decisions influence millions of customers across continents.
• Remote‑First Freedom: Work from anywhere with a reliable internet connection.
• Innovation Culture: Experiment, iterate, and use data to drive change.
• Career Growth: Clear pathways from manager to director and beyond.
• Inclusive Community: Diverse teams that celebrate different perspectives.

If you thrive in a high‑energy environment, love turning data into action, and want to shape the customer experience at scale, brighthush is the place for you.

Role Overview

As the Senior Customer Experience & Operations Lead, you will spearhead a network of team leaders who oversee a 50‑strong remote customer service squad. Your mission is to elevate the experience for both consumer and business customers, drive service excellence, and partner with cross‑functional teams to continuously improve processes, automation, and customer touchpoints. You will be the bridge between frontline insights and strategic initiatives, ensuring that every interaction reflects brighthush’s commitment to quality, speed, and empathy.

Key Responsibilities

• Team Leadership & Development: Mentor and coach a group of team leaders, setting clear performance expectations, fostering a culture of accountability, and ensuring high morale across a distributed workforce.
• Cross‑Department Collaboration: Partner closely with Customer Experience, QA, Product, Marketing, and Technology teams to align service strategies, streamline workflows, and embed customer‑centric thinking across the organization.
• Customer Feedback & Insight: Own the collection, analysis, and reporting of customer feedback (surveys, NPS, CSAT, CSAT‑E). Translate insights into actionable improvement plans and share findings with stakeholders.
• Service Quality & Metrics: Define, track, and optimize key performance indicators such as NPS, CSAT, First Contact Resolution, and Average Handle Time. Use data to identify trends, root causes, and opportunities for improvement.
• Process & Automation Champion: Lead initiatives that automate repetitive tasks, streamline escalation paths, and implement best‑practice workflows. Work with the technology team to roll out new tools and integrations.
• Customer Communication Strategy: Design and refine communication templates for delivery updates, service disruptions, and issue resolution. Ensure consistency and clarity across all channels.
• Service Innovation: Identify and prototype new services, tools, or processes that enhance the customer experience. Own the go‑to‑market plan and collaborate with product and engineering to launch.
• Vendor & Partner Relations: Maintain strong relationships with key courier partners (brighthush, brighthush, brighthush). Negotiate service levels, monitor performance, and ensure partner compliance with brighthush standards.
• Continuous Learning & Knowledge Sharing: Develop training programs, knowledge bases, and best‑practice guides to empower the team and reduce support volume.

Essential Qualifications

• Minimum of 10 years in customer service, with at least 7 years in a managerial capacity overseeing large teams (40–50+ direct reports).
• Proven track record of driving process improvement, automation, and quality initiatives in a fast‑paced, high‑volume environment.
• Strong analytical mindset with experience using data to inform decisions and measure impact.
• Excellent communication skills (written and verbal) in English; additional languages are a plus.
• Decisive, critical thinker who thrives under pressure and can make sound judgments quickly.
• Experience managing both consumer and business customers is highly desirable.
• Proficiency with customer service platforms (brighthush, brighthush, brighthush) and familiarity with parcel tracking systems.
• Typing speed of at least 40 words per minute.

Preferred Qualifications

• Background in the parcel delivery, logistics, or e‑commerce sector.
• Experience scaling remote teams across multiple time zones.
• Knowledge of SaaS product lifecycles and subscription‑based business models.
• Hands‑on experience with data visualization tools (brighthush, brighthush, brighthush).
• Previous involvement in building or leading a customer experience strategy.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing talent in a virtual environment.
• Strategic Thinking: Translate business goals into actionable service plans and measurable outcomes.
• Problem‑Solving: Resolve complex escalations and systemic issues with a solution‑oriented mindset.
• Collaboration: Work seamlessly across departments, building trust and driving joint success.
• Process & Automation Mindset: Constantly seek ways to streamline operations and reduce friction.
• Customer‑Centricity: Deep empathy for both consumer and B2B customers, with a focus on exceeding expectations.
• Data‑Driven Decision Making: Leverage metrics and analytics to guide strategy and improvement.
• Tech Savvy: Comfortable navigating CRM, ticketing, and analytics platforms.
• Organizational Excellence: Manage multiple priorities, deadlines, and stakeholder expectations with precision.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have access to:

• Leadership development programs and mentorship from senior executives.
• Cross‑functional projects that expose you to product, engineering, and marketing.
• Paid certifications in customer experience, data analytics, or project management.
• Annual learning budget for conferences, workshops, and online courses.
• Clear career pathways from Customer Service Manager to Director of Customer Experience or Head of Customer Success.

Work Environment & Culture

brighthush is a remote‑first company that values:

• Flexibility: Work from anywhere with a reliable internet connection.
• Autonomy: Own your projects and deliver results without micromanagement.
• Collaboration: Regular virtual town halls, cross‑team stand‑ups, and informal coffee chats.
• Innovation: A culture that encourages experimentation, rapid iteration, and data‑backed decision making.
• Inclusivity: A diverse workforce that respects and celebrates different perspectives.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive base salary complemented by performance‑based bonuses. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Company‑matched pension scheme.
• Unlimited paid time off policy.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Employee stock‑option plan to share in the company’s success.
• Regular virtual team‑building events and annual global retreats.

How to Apply

If you are a seasoned customer service leader who thrives in a fast‑moving, technology‑driven environment and is eager to shape the future of logistics, we want to hear from you. Join brighthush and help us deliver exceptional experiences to millions of consumers and businesses worldwide.