Senior Customer Service Manager – Remote Leadership & Strategic Operations for Innovative Retail & Customer Experience at brighthush – Champion Global Customer Support Excellence

Welcome to brighthush – Where Innovation Meets Exceptional Service

At brighthush, we’re more than a retail brand; we’re a global movement that reimagines how people shop, connect, and feel about the products they love. By blending cutting‑edge technology, sustainable practices, and a deep respect for individuality, we create retail experiences that spark joy, foster community, and build lasting loyalty. From our seamless e‑commerce platform to pop‑up stores that appear in cities worldwide, every touchpoint is designed to delight and inspire.

Our mission is simple yet ambitious: to set a new standard for customer experience in the retail industry. We do this by empowering our people, embracing diversity, and rewarding hard work with meaningful growth opportunities. If you’re passionate about leading teams, driving operational excellence, and shaping the future of retail, brighthush is the place for you.

Why brighthush is the Right Choice for Your Career

When you join brighthush, you become part of a vibrant, collaborative community that values every voice. We believe that great ideas come from diverse perspectives, and we celebrate innovation at every level. Here’s what you can expect:

• Dynamic, Inclusive Culture – A workplace that thrives on open dialogue, mutual respect, and a shared commitment to excellence.
• Professional Growth – As we scale, so do your career opportunities. You’ll have access to mentorship, training, and a clear path to advancement.
• Competitive Compensation – A base salary of CAD 80,000 – 90,000, commensurate with experience, plus performance‑based incentives.
• Comprehensive Benefits – Health, dental, vision, and retirement plans designed to protect you and your family.
• Employee Appreciation – Regular virtual events, recognition programs, and a culture that celebrates your contributions.
• State‑of‑the‑Art Tools – Cutting‑edge technology and resources that enable you to deliver exceptional service from anywhere.

Role Overview

We’re seeking an energetic, reliable, and strategic Senior Customer Service Manager to lead our Canadian contact center operations. In this remote role, you’ll partner with cross‑functional teams across North America to elevate customer satisfaction, streamline processes, and drive operational excellence. You’ll be the face of brighthush’s commitment to world‑class service, ensuring that every customer interaction reflects our core values.

Key Responsibilities

• Serve as a prominent, positive representative on the leadership team, embodying brighthush’s values and vision.
• Design, implement, and continuously refine support processes that build a world‑class customer service team.
• Act as the primary point of contact for internal and external customer requests, ensuring timely and effective resolution.
• Lead escalations for Canadian customers and business partners, collaborating with U.S. counterparts to resolve cross‑border issues.
• Analyze fulfillment and delivery challenges, identify root causes, and champion end‑to‑end solutions.
• Track and report on key performance indicators (KPIs), including service levels, response times, and customer satisfaction scores.
• Develop and maintain Standard Operating Procedures (SOPs) that reflect best practices and continuous improvement.
• Coordinate workforce management activities, including scheduling, forecasting, and capacity planning.
• Promote strong relationships between internal stakeholders and external customers, fostering a culture of collaboration.
• Support supervisors in coaching, performance management, and operational troubleshooting.
• Own customer issues, ensuring they are followed through to resolution and learning is captured.
• Participate in strategic planning and team meetings to align on goals and initiatives.
• Perform any additional duties as assigned by senior management.

Essential Functions

• Achieve defined department goals and activity metrics.
• Analyze statistical data and produce accurate, actionable reports.
• Maintain an organized workflow that prioritizes critical tasks.
• Monitor Canada‑specific service levels and ensure compliance with response time targets.
• Set a clear mission and deploy strategies that align with brighthush’s objectives.
• Take ownership of customer issues and drive them to resolution.
• Support bilingual English/French interactions and escalations as needed.
• Participate in team planning and continuous improvement initiatives.

Qualifications & Experience

• 1‑5 years of proven experience as a contact center manager or supervisor.
• Strong background in customer service support, with a track record of improving satisfaction metrics.
• Experience supporting Canadian customers, operations, or service escalations is highly preferred.
• Deep knowledge of management methods, techniques, and best practices.
• Strategic thinker with the ability to lead and inspire a distributed team.
• Excellent client‑facing communication skills in both English and French (Canadian French proficiency preferred).
• Proficiency in Microsoft Office and customer‑service platforms (e.g., brighthush, brighthush).
• Exceptional attendance, punctuality, and a collaborative mindset.
• Ability to prioritize and manage multiple responsibilities in a fast‑paced environment.

Skills & Competencies

• Leadership & Team Building – Ability to motivate, coach, and develop high‑performing teams.
• Problem Solving – Strong analytical skills to diagnose issues and implement effective solutions.
• Communication – Clear, concise, and persuasive communication across all levels.
• Data‑Driven Decision Making – Comfortable with metrics, dashboards, and KPI analysis.
• Adaptability – Thrive in a remote, evolving environment with changing priorities.
• Customer‑Obsessed Mindset – Passion for delivering exceptional experiences and turning feedback into action.
• Process Improvement – Experience with Lean, Six Sigma, or similar methodologies is a plus.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You’ll have access to:

• Leadership development programs that sharpen strategic thinking and operational acumen.
• Cross‑functional projects that expose you to product, marketing, and technology teams.
• Mentorship from senior leaders who are committed to your growth.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Clear advancement pathways from Manager to Director and beyond.

Work Environment & Culture

As a remote role, you’ll enjoy the flexibility to work from anywhere in Canada while staying connected to a vibrant, collaborative team. Our culture is built on:

• Transparency – Open communication channels and regular updates from leadership.
• Inclusivity – A diverse workforce that values different perspectives and experiences.
• Recognition – Celebrating achievements through virtual shout‑outs, awards, and team celebrations.
• Well‑being – Encouraging healthy work‑life balance with flexible hours and mental health resources.
• Innovation – A culture that rewards experimentation, learning, and continuous improvement.

Compensation & Benefits

Competitive base salary of CAD 80,000 – 90,000, plus performance‑based bonuses. Additional benefits include:

• Health, dental, and vision coverage for you and your dependents.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Flexible work schedule and remote work stipend.
• Employee discount program on brighthush apparel and accessories.
• Professional development stipend and access to industry events.
• Well‑being initiatives such as virtual fitness classes and mental health support.

Equal Opportunity Employer

brighthush is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences. We do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic. All hiring decisions are based on merit, qualifications, and business needs.

How to Apply

If you’re ready to lead a high‑impact customer service team, drive operational excellence, and grow your career in a dynamic, remote environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and become an essential part of our journey toward creating unforgettable customer experiences worldwide.