Senior Customer Service Manager – Remote, Franchise Support & Ticketing Excellence

About brighthush

At brighthush, we’re redefining the way people experience hospitality. Our mission is to create unforgettable moments for guests while empowering franchise partners to thrive. With a culture rooted in collaboration, innovation, and a relentless focus on customer delight, brighthush is a global leader in the quick‑service restaurant industry. We’re looking for a dynamic, data‑driven Customer Service Manager who can elevate our support operations and help us continue to deliver world‑class service to both our guests and franchise partners.

Why Join brighthush?

Working at brighthush means you’ll be part of a forward‑thinking organization that values creativity, accountability, and continuous improvement. As a remote leader with occasional travel, you’ll have the flexibility to work from anywhere while staying connected to a vibrant, high‑energy team. You’ll be empowered to shape processes, influence technology adoption, and drive measurable impact on franchisee satisfaction and guest experience.

Key Responsibilities

• Ticketing System Leadership – Own the daily administration of the Freshdesk ticketing platform. Design, refine, and maintain workflows, tagging conventions, routing rules, and automation scripts to ensure every inquiry is accurately categorized, prioritized, and resolved.
• Team Building & Coaching – Recruit, mentor, and develop a high‑performing remote support team. Set clear performance expectations, recognize excellence, and foster a culture of ownership, accountability, and customer‑centricity.
• Quality Assurance & Continuous Improvement – Build and run a comprehensive QA program. Conduct ticket and call reviews, develop scorecards, and establish quality benchmarks. Use insights from quality data to coach associates and drive consistent improvement.
• Franchisee Satisfaction Champion – Ensure franchise partners receive timely, accurate, and respectful support. Identify recurring pain points, collaborate with Franchise Business Consultants and home‑office teams, and close the loop on issues to elevate partner satisfaction.
• Escalation Management – Serve as the escalation point for complex or sensitive matters. Route legal, HR, food‑safety, or other high‑risk issues to the appropriate owner following company protocols.
• Operational Excellence – Manage team schedules and staffing coverage to meet service level agreements across all support channels. Conduct regular audits of ticket data to identify trends, gaps, and root causes, and recommend system or process enhancements.
• Metrics & Reporting – Track and report key service metrics (response time, resolution time, quality scores, satisfaction results). Use data to set goals, measure progress, and inform strategic decisions.
• Knowledge Management – Maintain clear procedures, templates, and knowledge resources to ensure consistent, accurate responses from associates.
• Performance Management – Lead annual performance planning, provide regular feedback, and manage development needs for all direct reports.
• Cross‑Functional Collaboration – Partner with marketing, product, legal, and operations teams to align support initiatives with broader business objectives.

Essential Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s Degree highly preferred.
• Minimum of 3 years of customer service, call center, or support center experience.
• Proven people‑management experience, including coaching, performance management, and team development.
• Demonstrated experience leveraging technology to improve service delivery.
• Track record of process improvement with measurable results.
• Hands‑on experience with Freshdesk or a similar ticketing platform.
• Proficient in MS Office Suite.
• Knowledge of Nextiva phone line systems (or similar) highly preferred.
• Working knowledge of customer service metrics, quality assurance scorecards, and reporting tools.
• Strong analytical skills with the ability to spot trends and translate insights into action.
• Excellent written and verbal communication skills in English.
• Ability to maintain a calm, professional demeanor during critical incidents.
• Experience managing remote teams preferred.
• Basic IT and operational troubleshooting abilities.
• Conflict resolution, relationship management, and de‑escalation skills.
• Ability to thrive in a remote work environment, both independently and as part of a team.
• Capacity to manage stress and conflicts in a fast‑paced setting.
• Willingness to travel occasionally for team, home‑office, or system events.

Preferred Qualifications

• Experience in quick‑service restaurant (QSR) or franchising environments.
• Previous call center or support center management experience.
• Experience building or running quality assurance and coaching programs.
• Knowledge of franchise operations and partner support dynamics.
• Familiarity with brighthush’s internal tools and processes.

Skills & Competencies

• Strategic Thinking – Ability to align support operations with brighthush’s long‑term goals.
• Leadership – Inspire, motivate, and develop a distributed team.
• Data‑Driven Decision Making – Use analytics to drive improvements.
• Customer‑Obsessed – Deep empathy for both guests and franchise partners.
• Change Management – Lead process and technology changes smoothly.
• Communication – Clear, concise, and persuasive in all interactions.
• Collaboration – Work effectively across cross‑functional teams.
• Problem Solving – Resolve complex issues quickly and efficiently.
• Adaptability – Thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Manager, you’ll have the chance to:

• Progress to senior leadership roles within the People Operations or Customer Experience divisions.
• Lead cross‑functional projects that shape the future of our support ecosystem.
• Participate in executive‑level strategy sessions and influence company‑wide initiatives.
• Access continuous learning resources, including leadership development programs, industry certifications, and mentorship from senior leaders.
• Earn performance‑based bonuses and recognition awards.

Work Environment & Culture

brighthush is committed to creating an inclusive, collaborative, and high‑energy work environment. Even though this role is remote, you’ll enjoy:

• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• Access to a state‑of‑the‑art collaboration platform (Slack, Teams, etc.).
• Flexible scheduling to accommodate global time zones and personal commitments.
• A culture that celebrates diversity, encourages innovation, and rewards results.
• Opportunities to travel to our headquarters or regional offices for team building, training, and system events.

Compensation & Perks

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonuses tied to team metrics and company goals.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited remote work flexibility with a stipend for home‑office setup.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to take the next step in your career and help shape the future of customer support at brighthush? Submit your application through our careers portal and join a team that values innovation, collaboration, and a passion for delivering exceptional service.