Senior Customer Experience & Support Operations Manager – Remote (U.S.) – Driving World‑Class Service Excellence in High‑Performance Tech & Blockchain Innovation at brighthush

About brighthush

brighthush stands at the cutting edge of high‑performance computing and blockchain technology. By marrying state‑of‑the‑art cryptocurrency mining hardware with secure, scalable blockchain infrastructure, we empower businesses and individuals to unlock the full potential of digital assets. Our products are engineered for peak efficiency, durability, and forward‑thinking innovation, earning us a reputation as the gold standard in the industry. With a vibrant global community of users, partners, and developers, brighthush is not just building hardware – we’re shaping the future of decentralized technology.

Why Join brighthush?

At brighthush, exceptional customer experience is the engine that drives technological progress. We cultivate a culture where curiosity, collaboration, and continuous improvement are not just buzzwords—they are the daily reality that fuels our success. As a remote, full‑time leader, you will have the autonomy to shape the future of customer support while working alongside a diverse, talented team that spans continents. If you thrive in a fast‑paced environment, are passionate about delivering world‑class service, and want to make a tangible impact on a company that is redefining the industry, we want to hear from you.

Role Overview

We are seeking a seasoned Customer Experience & Support Operations Manager to lead our U.S. customer service function. In this role, you will orchestrate daily support activities, mentor a high‑performing team, and partner with cross‑functional stakeholders to elevate the customer journey. Your strategic vision and operational rigor will help us maintain the highest standards of service quality, drive customer retention, and unlock new growth opportunities.

Key Responsibilities

• Customer Service Operations: Oversee all support channels—email, phone, live chat, and community forums—to ensure timely, accurate, and professional responses.
• Team Leadership & Development: Recruit, coach, and empower a distributed team of customer service representatives. Set clear performance metrics, conduct regular feedback sessions, and foster a culture of continuous learning.
• Customer Satisfaction & Retention: Monitor CSAT, NPS, and other satisfaction metrics. Identify trends, root causes, and opportunities to enhance the overall experience.
• Escalation Management: Resolve complex, high‑impact issues, coordinate with technical, product, and logistics teams, and ensure timely follow‑up.
• Process & Quality Improvement: Design and implement standardized procedures, escalation protocols, and quality assurance programs. Drive automation initiatives to reduce manual effort and improve response times.
• Cross‑Functional Collaboration: Partner with Sales, Technical Support, Product Management, and Operations to align on customer needs, product roadmaps, and service level agreements.
• Performance Monitoring & Reporting: Define KPIs, build dashboards, and deliver actionable insights to senior leadership. Use data to inform strategy and operational decisions.
• Knowledge Management: Curate and maintain a comprehensive knowledge base, FAQs, and troubleshooting guides to empower both customers and support staff.
• Remote Team Coordination: Manage scheduling, communication, and accountability across a geographically dispersed team, ensuring alignment with U.S. business hours.
• Continuous Improvement: Champion a culture of experimentation, gather feedback, and iterate on processes to keep brighthush at the forefront of customer support excellence.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or a related field (or equivalent professional experience).
• 5+ years of progressive experience in customer service management, preferably in technology or hardware sectors.
• Proven track record of leading, coaching, and scaling remote support teams.
• Strong analytical mindset with the ability to translate metrics into actionable improvements.
• Excellent written and verbal communication skills in English.
• Experience managing escalations and resolving complex service issues.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Organizational excellence and the ability to juggle multiple priorities in a fast‑paced environment.
• Customer‑centric mindset and a passion for delivering exceptional service.

Preferred Qualifications

• Background in technology hardware, consumer electronics, cryptocurrency mining, or blockchain infrastructure.
• Familiarity with mining hardware, computing equipment, and warranty service processes.
• Experience supporting international or B2B customers, channel partners, and distributors.
• Knowledge of service‑level agreement development and quality assurance frameworks.
• Prior experience managing remote or geographically distributed support teams.
• Experience with advanced analytics tools (e.g., Tableau, Power BI) for performance reporting.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Data‑Driven Decision Making
• Process Design & Optimization
• Conflict Resolution & Escalation Management
• Customer‑First Mindset
• Excellent Communication & Presentation Skills
• Adaptability & Resilience in a Rapidly Evolving Tech Landscape

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our products. As a Customer Experience & Support Operations Manager, you’ll:

• Lead cross‑functional initiatives that shape product development and go‑to‑market strategies.
• Mentor and develop future leaders within the customer support organization.
• Participate in global leadership programs and industry conferences.
• Access continuous learning resources—online courses, certifications, and internal workshops.
• Transition into broader roles such as Director of Customer Experience, Head of Support, or VP of Customer Success.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, inclusivity, and accountability. Our remote‑first model empowers employees to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Collaborative tools (Slack, Microsoft Teams, Confluence).
• Flexible scheduling aligned with U.S. business hours.
• Regular virtual coffee chats and cross‑departmental projects.
• Recognition programs that celebrate achievements and milestones.

Compensation & Perks

While specific figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for senior support leadership roles.
• 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 work arrangements.
• Professional development stipend and conference allowances.
• Employee wellness programs and mental health resources.
• Access to cutting‑edge technology and tools to support your role.

How to Apply

If you’re ready to lead a world‑class customer support organization and help shape the future of blockchain technology, we’d love to hear from you. Submit your resume and a cover letter outlining your experience in customer experience leadership, your vision for scaling remote support teams, and why you’re excited about brighthush.

Closing Statement

At brighthush, we’re not just building hardware—we’re building relationships. As our Customer Experience & Support Operations Manager, you’ll be at the heart of that mission, ensuring every customer interaction reflects our commitment to quality, innovation, and service excellence. Join us and help us turn every support call into an opportunity for delight, loyalty, and growth.

Apply to brighthush