Senior Customer Service Manager – Remote, E‑Commerce, Technical Support & Team Leadership

Join brighthush as a Senior Customer Service Manager – Shape the Future of Family Fun

At brighthush, we’re on a mission to bring joy, safety, and peace of mind to families worldwide through our cutting‑edge, safety‑first trampolines. Founded by parents for parents, brighthush has grown into a global direct‑to‑consumer powerhouse, delivering high‑quality products, exceptional customer experiences, and a culture of continuous improvement. As we expand our reach across the United States and beyond, we’re looking for a visionary Customer Service Manager to lead, scale, and inspire a remote team of Customer Care Specialists.

Why brighthush?

• Impactful Work – Your decisions will directly influence how families experience our products, from pre‑sale inquiries to post‑installation support.
• Remote‑First Culture – Work from anywhere while collaborating with a global, high‑performing team.
• Growth Opportunities – As a fast‑growing e‑commerce brand, you’ll have the chance to shape processes, mentor talent, and move into senior leadership roles.
• Innovation & Safety – We invest heavily in product safety, customer education, and technical support, ensuring families can enjoy our trampolines with confidence.

Role Overview

As the Senior Customer Service Manager, you will be the linchpin that connects our customers, product teams, and operations. You’ll own the entire customer support lifecycle, from answering pre‑sale questions to troubleshooting post‑installation challenges. Your leadership will foster a culture of excellence, continuous improvement, and data‑driven decision making.

Key Responsibilities

• Team Leadership & Development – Recruit, onboard, coach, and retain a high‑performing remote team of Customer Care Specialists.
• Process Design & Optimization – Build, document, and refine SOPs, workflows, and knowledge bases that streamline support across all touchpoints.
• Full‑Lifecycle Support Ownership – Manage pre‑sale inquiries, order processing, shipping & delivery coordination, warranty claims, returns, and post‑installation assistance.
• Technical Support Excellence – Lead the resolution of complex assembly and installation issues, ensuring customers can safely assemble and enjoy their trampolines.
• Escalation Management – Act as the final escalation point for high‑priority, sensitive, or complex customer cases.
• Cross‑Functional Collaboration – Partner with Operations, Logistics, Warehouse, and Product teams to resolve delivery, inventory, and product design challenges.
• Performance Analytics – Track KPIs such as average resolution time, ticket backlog, quality scores, and CSAT; use insights to drive continuous improvement.
• CRM & Reporting Stewardship – Ensure accurate, consistent use of our CRM platform, generate actionable reports, and maintain data integrity.
• Product & Process Advocacy – Identify recurring customer pain points and champion product, documentation, or process enhancements.
• Training & Knowledge Management – Develop and deliver training modules on communication standards, de‑escalation techniques, and product technical knowledge.
• Customer Voice Champion – Represent the customer perspective in executive meetings, product roadmaps, and strategic initiatives.

Essential Qualifications

• Minimum 5 years of progressive experience in customer service leadership within e‑commerce.
• Proven track record managing remote support teams and scaling operations in a fast‑growth environment.
• Deep expertise in technical support for home‑assembly or installation products (e.g., furniture, fitness equipment, outdoor gear).
• Hands‑on experience with direct‑to‑consumer brands that own their shipping and delivery logistics.
• Strong background in building, documenting, and scaling customer service processes and systems.
• Fluent in English with exceptional verbal and written communication skills tailored to the U.S. market.
• Proficiency with CRM platforms, ticketing systems, and call‑management tools (e.g., Zendesk, Freshdesk, Salesforce).
• Highly organized, analytical, and process‑driven mindset with a passion for data‑based decision making.
• Calm, empathetic leadership style with proven problem‑solving and decision‑making abilities.
• Comfortable thriving in a fast‑paced, evolving e‑commerce environment.

Preferred Qualifications

• Experience working with Amazon FBM (Fulfillment By Merchant) or similar marketplace fulfillment models.
• Hands‑on experience managing warranty claims and replacement parts processes.
• Background in scaling support teams for high‑growth startups.
• Knowledge of safety regulations and compliance standards for consumer products.

Skills & Competencies

• Leadership & Coaching – Inspire, mentor, and develop a distributed team.
• Strategic Thinking – Translate business goals into actionable support strategies.
• Customer‑Centric Mindset – Champion the customer experience at every decision point.
• Technical Aptitude – Quickly grasp product engineering, assembly instructions, and troubleshooting logic.
• Data Literacy – Analyze metrics, identify trends, and recommend improvements.
• Communication Excellence – Convey complex information clearly to both technical and non‑technical audiences.
• Adaptability – Pivot effectively in a dynamic, high‑growth setting.
• Collaboration – Work seamlessly across cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As Senior Customer Service Manager, you’ll:

• Lead the design of a world‑class support organization that can scale to millions of customers.
• Move into Director or VP roles within Customer Experience, Operations, or Product.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Own cross‑functional projects that influence product design, logistics, and marketing.
• Benefit from continuous learning resources, including courses on customer experience, data analytics, and leadership.

Work Environment & Culture

brighthush’s culture is built on:

• Ownership & Autonomy – You’ll have the freedom to shape processes and make impactful decisions.
• Collaboration & Transparency – Open communication channels, regular all‑hands meetings, and shared knowledge bases.
• Innovation & Continuous Improvement – A culture that encourages experimentation, data‑driven insights, and rapid iteration.
• Diversity & Inclusion – A global team that values diverse perspectives and fosters belonging.
• Work‑Life Balance – Fully remote work, flexible hours, and a focus on mental and physical well‑being.

Compensation & Benefits

While specific figures are tailored to experience, you can expect:

• Competitive base salary aligned with market standards for senior customer service leadership.
• Performance‑based bonuses tied to team KPIs and company growth.
• Equity or stock‑option opportunities to share in brighthush’s success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend, mental health resources, and access to virtual fitness programs.
• Annual company retreats and team‑building events (virtual or in‑person).

How to Apply

Ready to lead brighthush’s customer experience to new heights? Submit your resume and a cover letter that highlights:

• Your experience scaling remote support teams.
• Specific examples of process improvements that drove measurable results.
• How you’ve championed customer advocacy in cross‑functional settings.

Send your application to [email protected] or apply directly through our careers portal. We look forward to exploring how your expertise can help families worldwide enjoy safer, happier moments with brighthush.

Closing

At brighthush, we’re not just building trampolines; we’re building a community of families who trust us to deliver joy and safety. As Senior Customer Service Manager, you’ll be at the heart of that trust, ensuring every interaction reflects our commitment to excellence. If you’re a proactive leader who thrives on building scalable, customer‑centric operations and loves turning challenges into opportunities, we want to hear from you.

Join us in redefining family fun—apply today and help shape the future of brighthush.