Senior Customer Service Manager – Remote, Leadership & Team Development in Innovative EdTech Solutions

About brighthush

brighthush is a trailblazer in the education technology landscape, delivering cutting‑edge learning management systems (LMS) and student management systems (SMS) that empower institutions, corporate training programs, and lifelong learners worldwide. With a passion for innovation, brighthush blends robust technology with a human‑centric approach, ensuring every student and educator experiences seamless, intuitive, and transformative digital learning environments.

Our mission is simple: to make high‑quality education accessible, engaging, and effective for everyone. We do this by building scalable, secure, and user‑friendly platforms that adapt to the evolving needs of schools, universities, and corporate training departments. At brighthush, we celebrate curiosity, collaboration, and continuous improvement—values that guide every product, partnership, and employee interaction.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere—no commute, no rush hour, and the flexibility to balance professional and personal commitments.
• Rapid Growth & Impact: Play a pivotal role in a fast‑moving, high‑growth company where your ideas directly influence product strategy and customer satisfaction.
• Career Development: Access to mentorship, leadership training, and a clear internal promotion path that rewards performance and initiative.
• Inclusive & Collaborative Environment: A diverse team that values open communication, cross‑functional collaboration, and a shared commitment to customer success.
• Competitive Compensation & Benefits: A comprehensive package that includes health coverage, dental & optical benefits, performance bonuses, and a generous remote‑work stipend.

Role Overview

As the Senior Customer Service Manager at brighthush, you will lead a dynamic, multi‑disciplinary support organization that spans Customer Support, System Administration, and Data Migration. Your primary focus will be to ensure that every customer interaction reflects brighthush’s commitment to excellence, responsiveness, and continuous improvement.

You will be the bridge between frontline agents and executive leadership, translating customer insights into actionable strategies that enhance product quality, streamline processes, and elevate the overall customer experience.

Key Responsibilities

• Team Leadership & Development: Manage, coach, and inspire a global team of support agents, system administrators, and data specialists. Foster a culture of accountability, growth, and high performance.
• Operational Excellence: Oversee day‑to‑day support operations, ensuring adherence to SLAs, KPIs, and quality standards. Implement best practices for ticket routing, knowledge base management, and incident resolution.
• Escalation & Incident Management: Own the escalation process, ensuring complex or critical issues are resolved swiftly and effectively. Coordinate cross‑functional resources to eliminate roadblocks.
• Training & Onboarding: Design and deliver comprehensive training programs for new hires and ongoing skill development. Keep the team updated on product releases, tools, and industry trends.
• Process Improvement: Identify inefficiencies, propose data‑driven solutions, and champion continuous improvement initiatives that boost productivity and customer satisfaction.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Customer Success to surface customer feedback, prioritize feature requests, and align support strategies with business objectives.
• Reporting & Analytics: Generate regular performance reports, trend analyses, and actionable insights for senior leadership. Use data to drive decision‑making and forecast resource needs.

Essential Qualifications

• 5+ years of experience in customer service or support operations, preferably within SaaS or technology environments.
• 2–3 years in a leadership role managing support teams and driving performance against KPIs and SLAs.
• Proven track record in escalation handling, incident management, and cross‑functional coordination.
• Strong coaching, mentoring, and training skills that elevate team performance.
• Excellent communication, problem‑solving, and analytical abilities.
• Proficiency with support platforms (e.g., Zendesk, Freshdesk), CRM systems, and data analytics tools.
• Fluency in English (written and spoken); additional languages are a plus.

Preferred Qualifications

• Experience in the education technology sector or with LMS/SMS products.
• Background in system administration or data migration projects.
• Knowledge of agile methodologies and continuous delivery practices.
• Certification in customer service management or related fields.

Skills & Competencies

• Leadership & Influence: Ability to inspire teams, drive change, and build consensus across departments.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless pursuit of service excellence.
• Analytical Thinking: Strong data literacy to interpret metrics, identify trends, and recommend improvements.
• Strategic Vision: Align support operations with broader business goals and product roadmaps.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Communication: Clear, concise, and persuasive communication across all levels.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured leadership training programs that cover coaching, conflict resolution, and strategic planning.
• Access to industry conferences, webinars, and workshops—both virtual and in‑person.
• Mentorship from senior executives and cross‑functional leaders.
• Clear promotion pathways—from team lead to director of customer experience—based on performance and impact.
• Opportunities to lead cross‑departmental initiatives, such as product improvement projects or global support strategy overhauls.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means:

• Flexible working hours that respect work‑life balance.
• Regular virtual team‑building events, game nights, and lunch‑outs to foster camaraderie.
• Open‑door policy—every voice matters, and ideas are welcomed at all levels.
• Commitment to diversity, equity, and inclusion—our teams reflect the global communities we serve.
• Continuous feedback loops that empower employees to grow and succeed.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for senior customer service leadership roles.
• Performance‑based bonuses tied to team KPIs and customer satisfaction metrics.
• Health, dental, and optical coverage for you and up to two dependents.
• Annual remote‑work stipend to support a productive home office.
• Company‑provided equipment (laptop, monitor, headset) and software licenses.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and virtual fitness challenges.

How to Apply

If you are a results‑driven, customer‑obsessed leader ready to shape the future of education technology, we want to hear from you. Submit your resume and a cover letter outlining your relevant experience and why you’re excited about this role at brighthush.

To apply, click the link below or visit our careers page:

Apply to the Senior Customer Service Manager Position

Closing Statement

At brighthush, you’ll have the opportunity to lead a high‑impact team, drive operational excellence, and directly influence the customer experience of thousands of learners worldwide. Join us in redefining how education is delivered, one support interaction at a time.

We look forward to welcoming you to our innovative, remote‑first family where your expertise will shape the future of learning technology.