Senior Customer Service Manager – Global Client Experience Leadership & Operations Excellence

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that is redefining how businesses connect with their audiences. With a portfolio that spans cutting‑edge technology, digital media, and consumer services, we empower our clients to deliver seamless, personalized experiences at scale. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. At brighthush, every team member has the opportunity to shape the future of customer engagement and to grow both personally and professionally.

Why Join brighthush?

As a global leader in customer experience solutions, brighthush offers a dynamic environment where innovation meets impact. We invest heavily in talent development, provide access to the latest tools and technologies, and foster a culture of continuous learning. If you thrive in a fast‑paced, data‑driven setting and want to lead a high‑performing team that delivers world‑class service, brighthush is the place for you.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive customer service strategy that aligns with brighthush’s overall business objectives and enhances customer satisfaction across all touchpoints.
• Team Management: Recruit, mentor, and retain a diverse team of customer service representatives, supervisors, and quality analysts. Foster a culture of accountability, continuous improvement, and professional growth.
• Operational Excellence: Oversee day‑to‑day operations, including staffing, scheduling, performance metrics, and escalation management. Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Process Optimization: Identify bottlenecks, implement best practices, and leverage automation and AI tools to streamline workflows and improve first‑contact resolution rates.
• Data‑Driven Decision Making: Analyze customer feedback, call analytics, and trend reports to uncover insights and drive actionable improvements. Present findings to senior leadership with clear recommendations.
• Cross‑Functional Collaboration: Partner with product, marketing, sales, and technical teams to ensure a cohesive customer journey and to translate customer insights into product enhancements.
• Quality Assurance: Develop and maintain quality standards, conduct regular audits, and provide coaching to maintain high service quality and brand consistency.
• Budget Management: Manage the customer service budget, forecast resource needs, and optimize cost‑efficiency without compromising service quality.
• Compliance & Risk Management: Ensure all operations comply with industry regulations, data privacy laws, and internal policies. Mitigate risks related to customer data and service delivery.
• Innovation & Change Management: Champion new initiatives, pilot emerging technologies, and lead change management efforts to keep brighthush at the forefront of customer service innovation.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field (MBA preferred).
• Minimum of 7 years of progressive experience in customer service or client experience roles, with at least 3 years in a managerial capacity.
• Proven track record of building and scaling high‑performing teams in a fast‑paced, global environment.
• Strong analytical mindset with experience using CRM platforms (e.g., Salesforce, Zendesk), workforce management tools, and data visualization software.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Demonstrated ability to translate customer insights into actionable business strategies.
• Experience managing budgets, forecasting, and driving cost efficiencies.
• Knowledge of compliance standards such as GDPR, CCPA, and industry best practices for data security.

Preferred Qualifications

• Experience in the technology, SaaS, or digital media sectors.
• Certifications in Six Sigma, Lean, or related process improvement methodologies.
• Proficiency in multiple languages and experience managing multicultural teams.
• Background in implementing AI or chatbot solutions to enhance customer interactions.
• Track record of leading change management initiatives and driving cultural transformation.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset with a focus on long‑term growth and customer delight.
• Data Analysis: Strong quantitative skills to interpret metrics and drive decisions.
• Problem Solving: Creative and analytical approach to complex operational challenges.
• Customer‑Centricity: Deep empathy for customers and a passion for exceeding expectations.
• Project Management: Skilled at managing multiple initiatives simultaneously with tight deadlines.
• Communication: Clear, concise, and persuasive communication across diverse audiences.
• Adaptability: Comfortable navigating ambiguity and driving change in a dynamic environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We offer:

• Structured leadership development programs that include mentorship, coaching, and rotational assignments.
• Access to industry conferences, workshops, and online learning platforms to keep you at the cutting edge of customer experience trends.
• Clear promotion pathways from Team Lead to Director of Customer Experience, and beyond.
• Opportunities to lead cross‑functional projects that influence product strategy and company direction.
• Regular performance reviews with actionable feedback and personalized development plans.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our values include:

• Innovation: We encourage experimentation and reward creative solutions.
• Inclusivity: Diverse perspectives are celebrated and integrated into our decision‑making processes.
• Well‑Being: Flexible work arrangements, mental health resources, and wellness programs support a healthy work‑life balance.
• Community: Volunteer initiatives and corporate social responsibility projects allow employees to give back.
• Recognition: Regular shout‑outs, awards, and peer recognition programs celebrate achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and performance.
• Annual performance bonus tied to individual and team KPIs.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Wellness benefits such as gym memberships, meditation apps, and on‑site fitness facilities.
• Employee assistance program for mental health support.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your resume and a cover letter that highlights your leadership achievements, data‑driven successes, and passion for customer delight. We look forward to exploring how your vision and expertise can help us elevate our service standards and create unforgettable customer journeys.

Join brighthush – Where Customer Experience Meets Innovation

At brighthush, we don’t just solve problems; we anticipate needs, create value, and build lasting relationships. If you’re a strategic thinker, a data‑savvy leader, and a champion of customer delight, we want to hear from you. Apply today and become part of a team that is shaping the future of customer service worldwide.