Senior Customer Experience Program Manager – Product Support & Service Operations at brighthush

About brighthush

brighthush is a trailblazing technology company at the forefront of secure digital identity solutions. Our mission is to empower businesses and consumers alike with trust‑enhancing tools that scale effortlessly across global ecosystems. By combining cutting‑edge cryptography, user‑centric design, and a relentless focus on customer experience, we are redefining how identity is managed in the digital age.

As we expand our footprint, we’re looking for a dynamic Customer Experience Program Manager to lead our product support initiatives. This role is pivotal in ensuring that every interaction with our customers is seamless, efficient, and reflective of brighthush’s commitment to excellence.

Why Join brighthush?

• Impactful Work: Shape the future of identity security and directly influence how millions of users interact with digital services.
• Collaborative Culture: Work alongside world‑class engineers, designers, and product managers in a flat, transparent environment.
• Growth & Development: Access to continuous learning resources, mentorship programs, and a clear career ladder.
• Flexibility: Fully remote role with a flexible schedule that respects work‑life balance.
• Competitive Compensation: Attractive salary range, equity opportunities, and comprehensive benefits.

Key Responsibilities

As the Customer Experience Program Manager, you will own the end‑to‑end lifecycle of our support operations, ensuring that every ticket is handled with speed, accuracy, and empathy. Your day‑to‑day responsibilities will include:

• Designing, implementing, and continuously improving support workflows and processes.
• Overseeing the routing, triage, and escalation of inbound tickets across multiple channels (email, chat, phone, and self‑service portals).
• Maintaining and enhancing program artifacts such as SOPs, knowledge base articles, and training materials.
• Collaborating with product, engineering, and security teams to resolve complex technical issues and drive product improvements.
• Monitoring key performance indicators (KPIs) – response time, resolution time, CSAT, NPS – and presenting actionable insights to senior leadership.
• Managing the support platform stack (Pylon, Linear, HubSpot) and integrating with identity protocols (SAML, OIDC, OAuth, SCIM, SSO, webhooks).
• Leading cross‑functional initiatives to reduce support volume through proactive communication and product education.
• Ensuring compliance with legal, privacy, and security standards across all support interactions.
• Mentoring and coaching junior support staff, fostering a culture of continuous improvement and customer obsession.

Essential Qualifications

• Minimum 3 years of experience in support operations, customer experience, or service program management.
• Hands‑on experience managing support queues and ticketing systems.
• Strong technical aptitude – ability to troubleshoot and explain complex identity and authentication protocols.
• Exceptional written communication skills; ability to produce clear, concise documentation.
• Legal authorization to work in the United States without sponsorship.
• Proficiency with support platforms such as Pylon, Linear, and HubSpot.
• Experience with identity standards: SAML, OIDC, OAuth, SCIM, SSO, and webhooks.
• Demonstrated ability to analyze data, identify trends, and recommend process improvements.

Preferred Qualifications

• Background in cybersecurity or identity management.
• Experience with cloud‑native identity solutions (e.g., Okta, Auth0, Azure AD).
• Knowledge of compliance frameworks (GDPR, CCPA, SOC 2, ISO 27001).
• Project management certification (PMP, ScrumMaster, or equivalent).
• Experience leading remote, distributed teams.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex problems, interpret data, and derive actionable insights.
• Leadership & Influence: Proven track record of guiding cross‑functional teams and driving change.
• Communication: Clear, persuasive, and adaptable communication across technical and non‑technical audiences.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Technical Fluency: Comfortable navigating APIs, authentication flows, and integration points.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Program Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Support.
• Gain exposure to product strategy, engineering, and security, broadening your skill set.
• Participate in internal hackathons, knowledge‑sharing sessions, and cross‑departmental projects.
• Receive mentorship from seasoned leaders who champion your professional development.
• Access a curated learning budget for courses, certifications, and conferences.

Work Environment & Culture

brighthush is built on the principles of transparency, collaboration, and innovation. Our remote-first culture means:

• Flexible working hours that respect personal commitments.
• Regular virtual town halls, team‑building events, and informal coffee chats.
• Inclusive hiring practices that celebrate diversity of thought and background.
• A commitment to mental health and well‑being, with resources such as counseling and wellness programs.

Compensation & Benefits

We offer a competitive total‑compensation package designed to attract top talent and reward performance:

• Base Salary: $100,000 – $125,000 per year, commensurate with experience.
• Equity: Stock options that align your success with brighthush’s growth.
• 401(k) Matching: Up to 4% company match.
• Paid Time Off: Generous PTO, sick leave, and paid parental leave.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Retirement Plan: 401(k) with employer match.
• Additional perks: remote work stipend, home office setup allowance, and access to digital learning platforms.

How to Apply

If you’re ready to lead transformative support initiatives and elevate the customer experience at a cutting‑edge identity company, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can help brighthush set new standards for trust and service.