Senior Customer Service Manager – EMEA Operations & Remote Leadership – Championing Service Excellence for Global Life‑Science Partners Across Europe, Middle East & Africa at brighthush

About brighthush

brighthush is a pioneering force in the life‑science ecosystem, delivering world‑class contract research services that accelerate the journey from discovery to market. With a presence in more than 30 countries, we blend scientific rigor, operational excellence, and a culture of continuous improvement to empower pharmaceutical, biotechnology, and medical‑device innovators. Our mission is simple yet profound: to provide the data, insights, and expertise that transform patient outcomes worldwide. Every interaction—whether with a researcher, a clinician, or a partner organization—reflects our unwavering commitment to quality, integrity, and impact.

Our Mission & Vision

At brighthush, we envision a future where science and service converge to deliver breakthrough therapies faster and more efficiently. We strive to be the trusted partner that life‑science companies rely on for seamless, high‑impact service that mirrors the quality of our research. Our vision is to create a world where every patient benefits from the rapid translation of scientific discoveries into accessible treatments.

Impact on Patient Care

The work you will do as Senior Customer Service Manager directly influences the speed and quality of clinical development. By ensuring that our partners receive timely, accurate, and personalized support, you help reduce time‑to‑market for life‑changing therapies. Your leadership will translate into smoother study execution, fewer delays, and ultimately better outcomes for patients worldwide.

Why brighthush is the Place to Grow Your Career

We are purpose‑driven, collaborative, and relentlessly curious. Our remote‑first culture means you can work from anywhere while staying connected through a robust digital ecosystem. We celebrate diversity, encourage open dialogue, and reward creativity. Our teams collaborate across borders, share knowledge freely, and celebrate successes together—whether in virtual huddles or in person during annual retreats.

Key Responsibilities

• Lead and Inspire a Distributed Team: Manage a cross‑functional customer service team spread across the UK, Netherlands, Italy, Spain, and France. Foster a culture of accountability, empathy, and continuous learning, ensuring each team member feels empowered to deliver exceptional service.
• Operational Excellence: Oversee daily service operations, including quote generation, order processing, service coordination, and issue resolution. Ensure that all service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded, and proactively identify opportunities for process optimization.
• Strategic Collaboration: Partner with Sales, Operations, Supply Chain, Logistics, Finance, and other stakeholders to align service delivery with business objectives and client expectations. Translate strategic goals into actionable plans that drive customer satisfaction and revenue growth.
• Process Improvement: Identify bottlenecks, implement best practices, and drive process enhancements that increase efficiency, reduce costs, and elevate customer satisfaction. Champion continuous improvement methodologies such as Lean Six Sigma to embed a culture of excellence.
• Remote Team Management: Utilize digital collaboration tools to coach, mentor, and evaluate team members across multiple time zones. Conduct regular performance reviews, set clear goals, and provide actionable feedback that supports professional development.
• Client Engagement: Serve as the primary point of contact for high‑value clients, ensuring that their needs are understood and addressed promptly. Escalate complex issues to senior leadership when necessary, and maintain a proactive communication cadence that builds trust and loyalty.
• Reporting & Analytics: Prepare and present weekly, monthly, and quarterly reports on team performance, customer satisfaction, and operational metrics to senior management. Use data‑driven insights to inform strategy and continuous improvement initiatives.
• Compliance & Quality Assurance: Maintain adherence to regulatory standards, internal policies, and quality frameworks that govern our service delivery. Ensure that all processes meet Good Clinical Practice (GCP), ISO 9001, and other relevant industry standards.
• Innovation & Technology Adoption: Evaluate and implement new customer‑service technologies, such as AI‑powered chatbots, advanced CRM integrations, and predictive analytics dashboards, to enhance responsiveness and insight.
• Team Development & Succession Planning: Identify high‑potential team members, create individualized development plans, and prepare them for future leadership roles within brighthush.
• Stakeholder Communication: Act as the voice of the customer service function in executive meetings, ensuring that client perspectives are represented in strategic discussions.
• Culture Champion: Promote brighthush values—integrity, collaboration, innovation—through everyday actions and by recognizing team achievements.

Essential Qualifications

• Minimum 5 years of experience managing customer service or client support teams in a global, multi‑regional environment.
• Proven track record of driving KPI improvement and delivering measurable results in a service‑centric role.
• Strong people‑management skills: coaching, mentoring, and developing talent to reach their full potential.
• Excellent communication skills in English (both written and spoken). Proficiency in additional European languages (e.g., Dutch, French, Italian, Spanish) is a significant advantage.
• Experience with remote team leadership, including virtual collaboration tools, time‑zone coordination, and virtual performance management.
• Analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Knowledge of the pharmaceutical or life‑sciences industry is highly desirable, but not mandatory.
• Strong organizational skills and the ability to manage multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Background in a contract research organization (CRO) or a related scientific services environment.
• Familiarity with regulatory frameworks such as Good Clinical Practice (GCP) or ISO 9001.
• Experience implementing customer‑centric process improvements using methodologies like Lean Six Sigma.
• Proficiency in CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• Experience with data‑visualization tools (e.g., Tableau, Power BI) to create actionable dashboards.
• Demonstrated ability to lead cross‑functional projects that span multiple business units.

Key Skills & Competencies

• Leadership & Influence: Ability to inspire and guide a geographically dispersed team toward shared goals.
• Strategic Thinking: Translate business objectives into actionable service plans.
• Customer‑First Mindset: Deep empathy for client needs and a relentless pursuit of service excellence.
• Data‑Driven Decision Making: Leverage metrics and analytics to inform strategy and operational adjustments.
• Adaptability: Thrive in a fast‑moving, evolving environment with shifting priorities.
• Collaboration: Build strong relationships across functional teams and external partners.
• Problem‑Solving: Resolve complex issues quickly and effectively, ensuring minimal impact on clients.
• Change Management: Lead teams through transitions, ensuring smooth adoption of new processes and technologies.

Career Growth & Development

At brighthush, we invest in your professional journey. As Senior Customer Service Manager, you will have access to:

• Leadership development programs that sharpen your strategic, people‑management, and operational skills.
• Cross‑functional projects that expose you to different aspects of the business, from clinical operations to supply chain.
• Mentorship from senior leaders who have a proven track record in the life‑sciences sector.
• Opportunities to advance into regional or global service leadership roles, or transition into broader operations or client‑success functions.
• Participation in innovation labs where you can pilot new service models and technologies.
• Access to industry conferences, certifications, and continuous learning resources.

Work Environment & Culture

brighthush champions a culture of inclusion, innovation, and work‑life balance. Our remote‑first approach means you can work from anywhere while staying connected through a robust digital ecosystem. We celebrate diversity, encourage open dialogue, and reward creativity. Our teams collaborate across borders, share knowledge freely, and celebrate successes together—whether in virtual huddles or in person during annual retreats.

• Flexible work hours that accommodate multiple time zones.
• Virtual collaboration tools (Microsoft Teams, Slack, Miro) that keep the team connected.
• Regular virtual town halls and informal coffee chats to foster community.
• Annual in‑person retreats that bring the global team together for strategy and bonding.
• Inclusive hiring practices that value diverse perspectives.
• Transparent communication from leadership about company direction and performance.

Diversity & Inclusion

We believe that diverse teams drive innovation and better outcomes. brighthush is committed to creating an inclusive environment where every voice is heard, respected, and empowered to contribute. We actively seek talent from all backgrounds and provide equal opportunities for growth and advancement.

Sustainability & Corporate Responsibility

Our commitment to sustainability extends beyond our operations. We aim to reduce our carbon footprint, promote responsible sourcing, and support community health initiatives. As part of the brighthush family, you will contribute to projects that align business success with environmental stewardship and social impact.

Technology & Innovation

We invest heavily in cutting‑edge technology to streamline service delivery and enhance client experience. From AI‑powered ticketing systems to predictive analytics dashboards, we continuously explore innovations that improve efficiency, reduce turnaround times, and provide deeper insights into client needs.

Leadership Philosophy

Our leaders embody a servant‑leadership mindset—prioritizing the growth and well‑being of their teams while driving business results. We value transparency, accountability, and a growth mindset, encouraging leaders to learn from failures and celebrate successes together.

Team Structure

The Senior Customer Service Manager reports to the Director of Customer Experience and works closely with regional managers, the Sales Enablement team, and the Quality Assurance group. The team is organized by geography, with dedicated liaisons for the UK, Netherlands, Italy, Spain, and France, ensuring localized support while maintaining global standards.

Performance Management

We use a balanced scorecard approach, combining quantitative metrics (SLAs, NPS, CSAT) with qualitative feedback (peer reviews, client testimonials). Regular performance reviews are conducted quarterly, with clear OKRs that align individual goals with company objectives.

Professional Development & Learning

Employees have access to a learning portal featuring courses on leadership, data analytics, regulatory compliance, and industry trends. We also sponsor certifications such as Six Sigma Green Belt, Project Management Professional (PMP), and GCP training.

Global Mobility & Flexibility

While the role is remote‑first, occasional travel to our headquarters in the Netherlands or to client sites is encouraged to strengthen relationships and gain on‑the‑ground insights. We support relocation for exceptional candidates who wish to work from a different region.

Employee Recognition & Rewards

We celebrate achievements through quarterly awards, peer‑to‑peer recognition programs, and spot bonuses for exceptional performance. Our “Impact Awards” honor individuals who drive significant improvements in client satisfaction or operational efficiency.

Wellness & Work‑Life Balance

We offer a comprehensive wellness program that includes mental health support, fitness memberships, and flexible time off. Our “Wellness Wednesdays” provide virtual yoga sessions, mindfulness workshops, and health webinars to support holistic well‑being.

Community & Social Impact

brighthush partners with non‑profits and research foundations to support patient advocacy, clinical trial accessibility, and science education. Employees can volunteer through our corporate social responsibility initiatives and receive paid volunteer days.

Compensation & Benefits

While the exact salary will be commensurate with experience, we offer a competitive package that includes:

• Base salary range: €5,562 gross per month (subject to market and experience).
• Performance‑based bonus structure aligned with team and company goals.
• Generous pension scheme with company contributions.
• Annual vacation bonus of 8.25%.
• 25 vacation days per year on a full‑time basis (excluding public holidays).
• Travel allowance for occasional visits to our Horst, Netherlands hub.
• Employee Assistance Program (EAP) for mental health support.
• Group health insurance covering medical, dental, and vision.
• Discounted fitness memberships and wellness programs.
• Tax‑advantaged perks such as bike, laptop, or weekend getaway allowances.
• Disability and life insurance coverage.
• Annual professional development stipend.

How to Apply

If you are a results‑driven leader who thrives in a fast‑paced, global environment and is passionate about delivering exceptional customer service, we want to Apply for this job