Senior Customer Experience & Service Management Lead – Driving Global Logistics Excellence & SaaS Innovation at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the parcel delivery landscape. With a robust platform that powers over 5 million visitors annually, we help consumers and businesses compare shipping rates, manage logistics, and unlock the full potential of their supply chains. Our mission is simple: make shipping smarter, faster, and more transparent for everyone.

Founded on a foundation of innovation, optimisation, and automation, brighthush has grown from a niche price‑comparison site into a full‑stack logistics powerhouse. In 2026 we launched brighthush Pro, a cutting‑edge Transport Management Solution (TMS) that allows retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. This SaaS offering is rapidly shifting our customer mix toward larger businesses and enterprise clients, creating exciting new challenges and opportunities for growth.

We are a remote‑first, technology‑driven organisation with 120+ employees spread across the globe. Our culture is built on collaboration, continuous improvement, and a relentless focus on delivering exceptional customer experiences. As we expand into the US and Europe, we are looking for leaders who can help us scale our operations, refine our processes, and elevate the service we provide to our diverse customer base.

Why This Role Matters

As the Senior Customer Experience & Service Management Lead at brighthush, you will be the strategic driver behind our customer service organisation. You will manage a network of team leaders who oversee a 50‑strong remote customer service team, ensuring that every interaction reflects brighthush’s commitment to quality, speed, and empathy. Your influence will extend across product, engineering, marketing, and partner relations, shaping the customer journey from end to end.

This is a high‑impact, high‑pressure role that requires decisive leadership, data‑driven decision making, and a passion for continuous improvement. You will be the bridge between frontline insights and executive strategy, turning customer feedback into actionable initiatives that enhance satisfaction, reduce friction, and drive loyalty.

Key Responsibilities

• Team Leadership & Development: Lead, mentor, and coach a cadre of team leaders who manage remote agents. Set clear performance expectations, conduct regular coaching sessions, and foster a culture of accountability, collaboration, and high performance.
• Cross‑Functional Collaboration: Partner with Customer Experience, QA, Product, Engineering, Marketing, and Operations to align service delivery with business objectives. Translate frontline insights into product enhancements, process improvements, and automation opportunities.
• Customer Feedback & Insight Management: Design and execute a comprehensive feedback loop that captures NPS, CSAT, CES, and qualitative insights. Analyse trends, identify pain points, and present data‑driven recommendations to senior leadership.
• Service Quality & Metrics: Own the definition, tracking, and improvement of key service metrics. Implement dashboards, run regular reviews, and drive initiatives that elevate NPS, reduce response times, and increase first‑contact resolution.
• Communication Strategy: Develop and refine communication protocols for delivery updates, service disruptions, and issue resolution. Ensure consistency across all channels (email, chat, phone, in‑app) and maintain brand voice.
• Process & Automation Initiatives: Champion continuous improvement projects that streamline workflows, reduce manual effort, and enhance scalability. Work closely with Engineering to implement automation tools and self‑service portals.
• Vendor & Partner Relations: Manage relationships with key courier partners. Negotiate service level agreements, monitor performance, and collaborate on joint improvement plans.
• Customer Education & Self‑Service: Oversee the creation of educational content, FAQs, and knowledge bases that empower customers to resolve issues independently, thereby reducing support volume.
• Strategic Planning & Execution: Contribute to the development of the customer service strategy, aligning it with brighthush’s broader business goals. Translate strategy into actionable plans, allocate resources, and monitor progress.

Essential Qualifications

• Minimum 10 years of progressive customer service experience, with at least 7 years in a senior management role overseeing large remote teams (40–50+ direct reports).
• Proven track record in high‑volume, high‑pressure environments where rapid decision making and problem resolution are critical.
• Strong analytical mindset with experience using data to drive service improvements and operational efficiencies.
• Excellent communication skills (written and verbal) in English, with the ability to influence stakeholders at all levels.
• Demonstrated ability to lead cross‑functional initiatives and manage vendor relationships.
• High typing speed (≥ 40 wpm) and proficiency with customer service platforms (brighthush, brighthush, etc.).
• Diplomatic, customer‑centric approach with a genuine passion for building lasting relationships.

Preferred Qualifications

• Experience in the parcel delivery, logistics, or e‑commerce sector.
• Background in SaaS or B2B service delivery.
• Familiarity with TMS or logistics technology platforms.
• Experience scaling customer service operations across multiple regions and time zones.
• Knowledge of automation tools (e.g., chatbots, AI‑driven routing) and process‑automation frameworks.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing remote teams.
• Strategic Thinking: Translate business objectives into actionable service plans.
• Data‑Driven Decision Making: Leverage metrics and analytics to guide improvements.
• Collaboration & Influence: Work effectively across departments and with external partners.
• Problem Solving & Resilience: Tackle complex issues under tight deadlines.
• Customer‑First Mindset: Deep empathy for both consumer and B2B customers.
• Tech Savvy: Comfortable with CRM, ticketing, and analytics tools.
• Adaptability: Thrive in a fast‑evolving, remote‑first environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As we scale, you will have the chance to:

• Lead cross‑departmental transformation projects that shape the future of logistics technology.
• Move into senior leadership roles such as Director of Customer Experience or Head of Global Operations.
• Participate in executive‑level strategy sessions and influence company direction.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Mentor emerging leaders and contribute to a culture of growth and innovation.

Work Environment & Culture

brighthush is a remote‑first organisation that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparency: Open communication channels and shared goals.
• Innovation: A sandbox mentality that encourages experimentation and rapid iteration.
• Inclusivity: Diverse teams that bring unique perspectives and drive creativity.
• Well‑being: Work‑life balance, mental health support, and flexible schedules.
• Recognition: Regular shout‑outs, performance bonuses, and career advancement.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior customer service leaders.
• Performance‑based bonuses tied to service metrics and business outcomes.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option opportunities as part of long‑term incentive plans.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

If you are ready to lead a high‑impact customer service organisation, drive innovation, and shape the future of logistics technology, we want to hear from you. Submit your resume and a cover letter that highlights your leadership achievements, data‑driven initiatives, and passion for customer experience.

Apply now and join brighthush on our exciting journey to transform the parcel delivery industry worldwide.

Join brighthush – Where Innovation Meets Customer Delight

At brighthush, we don’t just deliver parcels; we deliver experiences. As our Senior Customer Experience & Service Management Lead, you will be at the forefront of creating seamless, delightful interactions for millions of users across the globe. If you thrive in a fast‑paced, remote‑first environment and are eager to make a tangible impact, this is the role for you.

Take the next step in your career – apply today and help us shape the future of logistics.