Senior Customer Operations Lead – Scaling Support, Product Feedback, and Customer Experience for Innovative Workforce Software

About brighthush

brighthush is a trailblazing technology company that empowers the world’s most advanced manufacturers with cutting‑edge workforce operations software. Our platform gives industrial leaders—spanning aerospace, defense, and heavy industry—insight into their talent pools, accelerates skill development, and ensures the right people are deployed to the right tasks at the right time. By marrying data analytics with on‑the‑job learning, we help organizations unlock the full potential of their workforce while driving operational excellence.

Founded by industry veterans and backed by top‑tier venture capital, brighthush is on a mission to transform how skilled workers are trained, evaluated, and managed. We are a fast‑growing, early‑stage startup that thrives on innovation, collaboration, and a relentless focus on customer success. Our culture is built on transparency, continuous learning, and a shared commitment to making a tangible impact in the industrial sector.

Role Overview

As a Senior Customer Operations Lead at brighthush, you will be the linchpin that connects our customers, product teams, and engineering squads. Your primary focus will be to scale and optimize our Support operation, while simultaneously becoming a subject‑matter expert on the brighthush platform. Over time, you will broaden your influence to shape product feedback loops, elevate the overall customer experience, and design scalable support programs that grow with our customer base.

This is a remote role with occasional travel for key client engagements or internal events. If you thrive in a fast‑paced, startup environment and enjoy turning complex problems into streamlined processes, we want you on our team.

Key Responsibilities

Support Operations & Customer Experience

• Ticket Management: Actively respond to customer Support tickets, delivering timely, high‑quality resolutions that exceed expectations.
• Operational Oversight: Manage day‑to‑day Support workflows, including queue health, prioritization, SLA adherence, escalation protocols, and continuous improvement initiatives.
• Data‑Driven Insights: Leverage Support trends and customer feedback to identify process bottlenecks and opportunities to enhance the overall experience.
• Automation & AI: Champion the adoption of automation and AI‑assisted tools to reduce repetitive work, accelerate response times, and maximize team leverage.
• Reporting & Analytics: Assist with API requests, customer data pulls, and reporting dashboards that inform strategic decisions.
• Mentorship: Coach and support Support team members, laying the groundwork for future functional and people‑management responsibilities as the team expands.

Product Feedback & Quality

• Issue Validation: Verify reported customer issues through expected‑behavior checks and initial QA testing before escalation to Engineering.
• Workflow Design: Define clear criteria and workflows to differentiate bugs, product gaps, feature requests, configuration issues, and user education needs.
• Feedback Loop: Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering, ensuring that the voice of the customer drives roadmap decisions.
• Beta & Testing: Coordinate structured customer feedback and beta‑testing activities, ensuring that new releases meet quality standards.
• Escalation Lead: Serve as the senior escalation point for complex customer and technical issues, collaborating closely with Product and Engineering to resolve high‑impact problems.

Customer Operations

• Centralization: Consolidate Support and operational activities that are currently handled at the individual account or Customer Success Manager level.
• Complex Configurations: Support intricate customer configuration, site/location, user, and account‑level operational requests.
• Scalable Solutions: Identify opportunities to transition repetitive customer needs into centralized, scalable, or self‑service experiences.
• Enablement: Ensure customer‑facing teams have the information and resources needed to support new and existing functionality effectively.

Essential Qualifications

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer‑facing technology role.
• Proven track record of owning or improving Support processes, workflows, escalations, or customer‑facing operations within a SaaS environment.
• Demonstrated ability to diagnose operational problems and design scalable solutions.
• Experience supporting complex enterprise customers and managing high‑priority escalations.
• Strong technical aptitude: quick to learn complex SaaS products, troubleshoot issues, and communicate effectively with both technical and non‑technical stakeholders.
• Cross‑functional collaboration: history of working with Product and Engineering teams on bugs, feature requests, and product feedback.
• Analytical mindset: comfortable using Support and customer data to identify trends and opportunities for improvement.
• Excellent written and verbal communication skills.
• High emotional intelligence, with a proven ability to build credibility and trust with customers and internal stakeholders.
• Independent, solution‑oriented approach, thriving in a fast‑paced startup environment.
• Experience with SaaS Support, ticketing, product analytics, or issue‑tracking platforms (Zendesk, Jira, Pendo, etc.).
• Experience supporting customers in regulated or complex industrial environments is a plus.
• Compliance: Must meet Export Control compliance requirements as a “US Person” (US Citizen, lawful permanent resident, refugee, or asylee).

Preferred Qualifications

• Background in industrial or manufacturing technology solutions.
• Experience with AI‑driven support tools or automation frameworks.
• Knowledge of regulatory standards relevant to aerospace, defense, or industrial sectors.
• Prior leadership experience in a Support or Customer Operations function.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Process Engineering – Design, implement, and refine scalable processes.
• Customer Advocacy – Champion the customer’s voice across all teams.
• Data Literacy – Translate metrics into actionable insights.
• Communication – Clear, concise, and persuasive communication with diverse audiences.
• Adaptability – Thrive in a dynamic, evolving environment.
• Collaboration – Work seamlessly with Product, Engineering, Sales, and Customer Success.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. By excelling in this role, you will:

• Progress to a senior leadership position within Customer Operations or Product Management.
• Lead cross‑functional initiatives that shape the future of workforce software.
• Gain exposure to high‑impact projects that directly influence millions of skilled workers worldwide.
• Participate in a robust Learning & Development program, including certifications, workshops, and mentorship.
• Collaborate with industry experts and thought leaders in aerospace, defense, and manufacturing.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, curiosity, and a relentless drive for excellence. Our culture encourages:

• Open communication across all levels.
• Experimentation and calculated risk‑taking.
• Continuous learning and skill development.
• Work‑life balance, supported by flexible remote work policies.
• Regular team‑building activities and community engagement.

Compensation & Benefits

We offer a competitive base salary range of $80,000–$100,000, commensurate with experience and expertise. In addition to base pay, you will receive:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous paid time off and flexible holiday scheduling.
• Home office stipend to create an optimal remote workspace.
• Access to our Learning & Development program, covering courses, conferences, and certifications.
• Monthly virtual team‑building events and occasional in‑person retreats.
• Equity opportunities as part of our early‑stage compensation package.

How to Apply

If you are ready to make a tangible impact on the future of industrial workforce management, we encourage you to apply today. Join brighthush and help shape the next generation of skilled workers while advancing your own career in a supportive, high‑growth environment.

Apply to this position now

Closing

At brighthush, we believe that the right people, equipped with the right tools, can transform entire industries. As our Senior Customer Operations Lead, you will be at the forefront of that transformation—ensuring our customers receive world‑class support, driving product excellence, and building scalable processes that scale with our global footprint. If you are passionate about customer success, process innovation, and making a real difference, we would love to hear from you.